Help Centre / FAQs

All items ordered with LUXELLE depend upon availability. We want you to be able to order and receive the products you love effortlessly, so we’ll always aim to let you know if an item is out of stock.

Now and again there can be an unexpected delay, if so we’ll get in touch to let you know.

It’s easy to place an order with us. Log-in to your account to begin browsing our range.

Once you’ve found the product you want, you’ll need to click ‘Add to basket’. You can either carry on shopping or click ‘View Basket’ if you’ve got everything you need; this will give you the option to checkout.

If you have any addresses or payment options saved to your account then these will automatically display in the checkout, making it quick and easy to complete the order. Otherwise you’ll need to enter the details manually.

Check everything is correct and you’re good to go. We’ll send you an email as soon as the order is on its way.

Yes, click on the ‘My Bag’ icon at the top of the page and you’ll be able to see the item(s) you have in there so far.

Use the + button to stock-up on your favourite items, or the – button if you’ve selected too many. If you want to remove an item completely then click the x button.

Our Customer Service team is always on hand to provide support and guidance. All orders have to be placed through your online account but they’re more than happy to help you do so.

Get in touch with them now via the 'Still need help?' section (below).

Yes, your delivery address is chosen at the checkout stage. Your order will automatically default to any saved addresses but you can choose to add a new one by clicking ‘Add a new address’.

We’ll send you an email as soon as your order is on its way. You can also check your account to see the progress of an order or to track it.

We may ship items separately in the event of one or more of the items being delayed.

Your account makes it easy to keep track of all your orders.

Once you’ve logged in you’ll see each individual order that you’ve placed with us. Select the one that you want and you’ll be provided with all the details you need about that order.

We’ll also send you a dispatch email as soon as your order is on the way.

Your account will show any previous orders you’ve placed. Click here to track your order.

Click on the order you want to view to find out more. If the order has been sent tracked then you’ll be able to click through to track it from your account.

The email we sent you regarding the dispatch of your order will also let you know when we expect the order to arrive.

To cancel your order, go to the Your Orders section, then select the order that you wish to cancel. You can choose to cancel individual items or the whole order. If the cancellation option is not available, it means that it is now too late to cancel your order.

Our team works hard to pick and pack your orders as quickly as possible therefore there's a very limited amount of time after an order has been placed, when your order can be cancelled.

You can visit our Returns Policy to help you get the order back to us instead

Once you’ve placed your order we cannot make any changes to it.

If you want to try and cancel so that a new order can be placed, then you’ll need to log-in to your account.

Select the relevant order and you’ll see that you can choose to cancel individual items or the whole order.

We’ll send you an email within an hour to let you know if the cancellation worked. Please don’t place a new order until you hear from us.

We’re really sorry that happened as we aim to provide high quality items to all of our customers.

So that we can look into this for you, please contact us to tell us more via the 'Still need help?' section (below).

To speed the process up, it’d really help if you could find the information below before contacting us, don’t worry if you can’t though, we can help once you get in touch.

1. Order Number
2. Product Name
3. Details of the fault
4. Images that support the fault, if applicable

As soon as we’ve looked into the fault we’ll let you know what we plan to do next by sending you an email.

We pick and pack all orders with the utmost care however errors can occasionally occur.

Our Customer Service team can certainly help. Please contact us either via Live Chat or Your Account, it would help if you include the following information -

1. Your Order Number
2. Details of the incorrect item received (it would also really help if you send a clear picture)
3. Confirmation of the correct item ordered
4. The email address you used for your order (if contacting us via Live Chat)

As soon as we’ve looked into what went wrong, we’ll let you know what we plan to do next by sending you an email.

Sometimes we ship items separately to make sure that any delayed items do not hold up the rest of the order.

It is therefore possible that the missing item may be on a separate shipment.

Your dispatch confirmation email will list the items that have been sent. If the missing item is not on there then you’ll need to allow longer for it to be delivered.

If the item has been sent, then please send a message through via the 'Still need help?' section (below) to let our Customer Service team know and they’ll be happy to help.

To minimise the use of paper, we won't include a printed invoice with your order. If you wish to receive a copy of your invoice, please contact the Customer Service team via the 'Still need help?' section (below).