WHERE IS MY ORDER?

Depending on when you placed your order, it could be in a number of places. Please see below for our step-by-step guide on the delivery process:

1. Order Confirmation - you will receive an order confirmation (usually instantly after placing order), but can sometimes take a few hours during busy periods.

2. After receiving your order confirmation, our warehouse will then prepare, pack and get your order ready to be dispatched and collected by our courier service (this usually takes between 3-5 working days after your order confirmation).

3. Your order is then collected from our warehouse by our courier and goes through the delivery channels before it reaches you (this usually takes 5-10 working days, depending on your location).

Please Note: our warehouses are located in Europe, United States & China. We have customers worldwide, and depending on your location, our nearest warehouse to you will dispatch your order.

For example, if you place an order and live in the UK, your order is dispatched from our warehouse in either UK or France, and will get delivered to you within 3-5 working days via DHL Express delivery service.

 

HOW DO I RETURN AN ITEM?

It is easy to return your item to us. Simply get in touch with us using our 'Contact Us' page, fill in your details and provide a reason for your return.

Alternatively, you can email us direct at q-luxe@gmail.com for details on where to send your item back.

Please Note: customers are responsible for the postage costs to send back an order. We also recommend that you use a tracked and signed for courier service and take the relevant insurance to cover the value of your items you are sending back. We are not responsible for parcels which are lost in the post and do not get delivered to us if the correct guidelines for returns are not followed by the customer.

 

WHAT IS YOUR RETURN POLICY?

Not satisfied with your order? Not a problem..we offer a 14 day hassle-free return on all purchases made on our website, for either an exchange, store credit or refund (this excludes special promotional & sale items, which can only be exchanged for a credit note, different size or product).

To see our full 'Return Policy' please click here.

 

WHEN WILL I GET MY REFUND?

Refunds usually take up 21 days to appear back in your account from the date you return your item. It takes up to 14 days for your item to be processed at our returns department, as it will get inspected and then approved for a refund.

Once approved, you will receive a refund notification email and the funds will then appear back in to your original method of payment within 5-7 days from this date. The time taken for your refund to appear back in your account is dependant on your bank's processing time, which normally does not exceed 7 days.

If you haven't received your refund, and it has been more than 7 days since your refund notification email, please get in touch with us.

For more information, please see our 'Return Policy' here.

 

WHAT ARE MY DELIVERY OPTIONS?

We don't charge for delivery on all orders over £100, and deliver worldwide! All our products are sent using express and expedited courier services, such as DHL, DPD & UPS

Courier services unfortunately cannot be chosen by the customer as it depends entirely on your location and the region from which your order is dispatched.

For example, if you live in the UK and make an order for a dress, your order will be dispatched using an Express DHL courier service, which deliver your order to you within 3-5 working days from the date of dispatch.

For more information on delivery times, please click here.