Payments

What payment methods do you accept?

We accept the following payment options:

American Express

VISA

Mastercard

Maestro

PayPal

Apple Pay

Amazon Pay

Google Pay

What currencies can i use?
At the moment we can only accept payment in Great British Pound (GBP). Other currencies might be added at a later date if enough demand for them.
My discount code didn't work?

Firstly, check that you’re entering the discount code exactly as it appears (case sensitive) and then check that the code is still in date and has not expired. Secondly, check the terms and conditions of your code, if the item is on sale or in a certain category the discount may not be valid on this product. If it’s still not working, please email us at luxeher@gmail.com  and our team will be able to advise you further.

Can I use more than one discount code on an order?

No, you can only use one promotional discount in each individual order.

Problem with my payment?

Oh no! Please try an alternative payment method or contact us at luxeher@gmail.com and one of our customer service representatives will help you as soon as they can!

Delivery

What are the shipping charges?

UK Delivery

Standard Delivery (3-5 working days): £2.49 - £3.49 depending on the item and FREE over £30.00

Next Working Day Delivery (if ordered before 3pm Monday-Friday, please note that if you order next day delivery on a Saturday or Sunday, this will be dispatched on Monday and arrive on the following Tuesday): £4.99 - £5.49 or FREE when you spend over £50.00.

Guaranteed Next Day Delivery (if ordered before 3pm Monday - Friday, for Saturday & Sunday it will be shipped on Monday, you will get your package before 1pm the next day)

Please note: Our next working day service is available for UK mainland only. The service is not available for Northern Ireland, Isle of Man, Scilly Isles and Highlands and Islands. Working days do not include weekends or bank holidays.

International Delivery

Europe Standard Delivery (3-6 Working Days) - £4.50

Europe Tracked Delivery (4-5 Working Days) - £8.5

Rest of World Standard Delivery (5-8 Working Days) - £9.00

*While we do our best to meet these time frames, during busy periods there may be some changes and deliveries may take longer. There may also be situations, (including but not exclusive to poor weather conditions, custom delays, local postal delays and tech updates) which result in a longer delivery. For changes and updates please make sure to check your tracking and our delivery page here.

Click & Collect, will you offer it soon?
We are looking into possible Click & Collect locations and working with some retailers into getting our products delivered to them. As of yet we are not offering Click & Collect but we do have a full range of delivery options available for home delivery.
How does your UK standard delivery service work?

If you order with us before 3pm Monday-Friday, you can expect your order to be delivered to you within 3-5 working days. If you haven’t received your order within this time frame, please contact us here or by using messenger here.

How does your UK next day delivery work?

If you order with us before 3pm Monday-Friday, you can expect your order to be delivered to you the next working day.

For example, if you order before 3pm on Monday for next day delivery, your order should be with you by Tuesday, if you order after 3pm on Monday, your order should be with you by Wednesday.

Please note: Our next working day service is available for UK mainland only.

The service is not available for Northern Ireland, Isle of Man, Scilly Isles and Highlands and Islands.

Working days do not include weekends or bank holidays.

Can I track the status of my order?

Yes, you can. Along with your order confirmation, once your order has been shipped a UK tracking number will be sent over to you.

You can track your order using our tracking service:

Luxe Her Tracking

OR Directly with our delivery partners:

For Guaranteed Next Day and International:

We currently ship with Royal Mail, you can track your order here.

For Standard and Next Day Delivery:

We currently ship with Hermes and you can track your order here.

What happens if nobody's in when my order is delivered?

As we currently ship with Hermes, they state that your courier will make three attempts to deliver your parcel or alternatively may leave your parcel in a safe place that is convenient for you to collect.

If you would like to pass on a preferable delivery day, time or safe place to leave your parcel, please use the Hermes webchat service and they’ll be happy to pass the information on to the courier.

It may not always be possible for our couriers to meet exact dates or times however we will do our best to get your parcel to you as soon as possible.

If Hermes have attempted to deliver your parcel after three attempts this will then be sent back to us and you will be refunded.

If you’re an international customer and no one is home during delivery then your parcel may also be left with a neighbour, in a safe place or alternatively, with your local post office.

Will my parcel be charged additional custom and import charges?

Custom and Import charges are charged once an item has arrived in its destination country. Unfortunately, we have no control over what these charges are, as Custom and Import policies vary from country to country. We would advise that you find out what these charges may be before you place your order. Custom or Import Charges are not applicable for orders within the UK.

Orders

Can I get my order delivered to a PO Box address?
Yes, you can have your order delivered to a PO Box Address.
Where is my order?

Your order should arrive within the time frame of your chosen delivery method, which you can double-check in your order confirmation email. You should also receive a tracking link in this email so check this out for any delivery updates. If the delivery time frame has passed and you’ve still not received your items, please get in touch with us at luxeher@gmail.com.

Can I cancel my order?
Once you have placed an order with us our team work hard to make sure we are promptly starting to pack and process your order, therefore once you are charged we are unable to interfere with this process. If you are unhappy with your item(s) or no longer require them, you are welcome to send them back to us using our returns service for a full refund within 30 days of receipt. 
Can I amend my order once it has been placed?
Once you have placed an order with us our team work hard to make sure we are promptly starting to pack and process your order, therefore once you are charged we are unable to interfere with this process. If you are unhappy with your item(s) or no longer require them, you are welcome to send them back to us using our returns service for a full refund within 30 days of receipt. 
What can I do if my order is going to the wrong address?

Please contact us at luxeher@gmail.com where one of our customer service representatives will assist you further.

Where is my order confirmation?
Once you have placed an order, you should receive an email confirmation sent to the email address you provided at checkout. If for some reason, you did not receive this email, please check your spam/junk folders. If you still cannot find this, please log into your account to check that your order was initially processed, and if you are still having problems please contact us!
What should I do if my order is missing?

If you are in the UK and have not received your order within the allotted delivery time frame, please notify us by email at luxeher@gmail.com within 21 days of the date on which you ordered the products. After this time has elapsed, Luxe Her reserves the right to decide whether to send our replacement item(s) for you. For international customers, please allow up to 16 working days before contacting us regarding a missing order.

What do I do if I've received the wrong item?

If you’ve received the wrong item in your order and you're a UK customer, please return it using our  returns service. If you want to replace the item, please contact us at luxeher@gmail.comwhere a member of our customer service team will help you further. If you're an international customer, please contact us at luxeher@gmail.com where we will be able to advise you further on the next steps.

There's an item missing from my order, what should I do?

If you receive your order and an item is missing, please check your emails or junk emails to see if you’ve received an out of stock notice from us, if you haven’t received this please email us at luxeher@gmail.com and one of our advisors will help you further.

I've purchased an item on pre-order, when will it arrive?

If you’ve purchased a product with us on pre-order, we will always state the date that your item will be shipped on the product page. This will also be repeated at checkout. Please allow 3-5 working days for your item to arrive after this dispatch date. If 5 days have elapsed after the proposed dispatch date please contact us at luxeher@gmail.com.

Returns & Exchanges

How do I return an item?

UK RETURNS

Please email us at luxeher@gmail.com for the address to return items to.

We ask that you obtain proof of postage and do not dispose of this until your return has been accepted. Once your return has been received, we’ll send an email to notify you know that we’ve got your return, confirming the approval or rejection of your refund - please note UK returns can take up to 14 days to reach us.

If your refund has been approved, this will then be processed, and the credit will automatically be applied to your original payment method within 5 working days.

If you have requested an exchange, please allow 7-10 days for this to be processed and your exchanged item(s) to be sent out to you.

INTERNATIONAL RETURNS

If you’re returning item(s) to us from somewhere that isn’t in the UK, please contact us with your name and order number at luxeher@gmail.com where we will be able to advise you further on our international returns process.

Do you allow exchanges?

Yes, you can. Simply send us an email requesting an exchange at luxeher@gmail.com If you’ve requested an exchange, we’ll send this out on our upgraded delivery service completely free of charge!

For UK customers this will be Next Working Day delivery, for R.O.I and European this will be a tracked 4-5 working day delivery and for International customers will be Tracked 6-9 working days. In the event of your requested item(s) being out of stock, we will be unable to process an exchange and you will be notified and refunded.

Can I return a gift?

Yes, you can. To return an unwanted gift you need to get in touch with the person who purchased the gift and ask them to get in touch with us directly at luxeher@gmail.com.

Can I get a refund if the price has changed since I ordered it?
As a business we're constantly changing our prices due to fashion trends, sales demand and other various reasons. This does, unfortunately, mean that if the price has changed since you've ordered, we are unable to refund the price difference. 
I've purchased beauty products, can I return these?
All our beauty products are non-returnable if they have been removed from their original packaging due to hygiene regulations.
Will my original postage cost be refunded?
Postage costs will only be refunded if your product is damaged or faulty.
What should I do if my refund is incorrect?

Please contact us at luxeher@gmail.com

What do I do if my item is faulty?

Goods are classified as faulty if they are not of satisfactory quality, fit for purpose or not as described. Please note that items which are damaged due to normal wear and tear; by accident; or through misuse will not be considered faulty and Luxe Her has the right to refuse a refund on these grounds. If your item is faulty, please do not dispose or amend your item(s). Please contact Customer Care on luxeher@gmail.com within 30 days of receipt along with your name, order number, and any images you can provide of the faulty item(s).

I've purchased a product and now it's on sale, can I get a refund?
Unfortunately, we are unable to refund the difference between the original price and the sale price.

Product & Stock

Can you tell me more information about your products?

We work hard to include as much information about our products in our product descriptions on the product page, but if there’s something more specific you’d like to know please contact us at luxeher@gmail.com.

How can I find out if you'll be getting more stock of a product I want?
Due to high demand, some of the items on our website do sell out very quickly! However, it’s worth checking back as the site is regularly updated. You can also sign up to receive a product notification when your fave items are available again! We include the option to sign up for back in stock email notifications on all of our sold out products.
Are your products vegan/vegetarian friendly?
We’re currently working hard to make all of our products vegan. If a product is vegan, we will always specify this within the product information.
How do I find out what ingredients are in your products?

We try and feature this on all products that include ingredients, if we have missed any or you would like more information please contact us on luxeher@gmail.com.

Are Luxe Her products tested on animals?
No, we never test on animals and never will!

Account

Do I need to set up an account to make an order?
No, if you do not want to set up an account with us we have the option to checkout as a guest. All you'll need is your contact and shipping information!
I'm having trouble signing into my account, what should I do?

Oh no! Please try resetting your password initially. If this still doesn't work please contact us at luxeher@gmail.com and we'll try and help!

How do I reset my password?

If you can't remember your password, we'll need to reset that for you. Simply click here to change it.

Is my personal information kept private?

Yes, in accordance with the new and updated data protection act we promise to keep your information private and secure. To read more about our privacy policy please see here.

How can I unsubscribe from your newsletter?

Click unsubscribe at the bottom of any newsletter or email your receive from us, alternatively email us at luxeher@gmail.com and we can remove your information from our database completely.