Frequently Asked Questions
- WHAT IS LUXDECO.COM?
LuxDeco.com is the online destination to discover and shop the luxury interiors. At LuxDeco.com you can enjoy a curated edit of the most exclusive home brands, inspirational editorial stories, expert interior advice and unrivalled personal service. To find out more about the company, you can visit our About Us page.
- DO YOU HAVE A SHOWROOM?
As an internet-only retailer we do not have a showroom at this time, however, if you would like to view sample materials (e.g. wood or fabric samples) we can arrange these for you. Our Concierge team are also at hand to offer suggestions and supply further images. Please contact email@example.com for further assistance.
- WHAT IS YOUR ADDRESS?
Our office address is: LuxDeco Ltd, 15 Bishopsgate, London, EC2N 3AR.
- WHAT IS YOUR PHONE NUMBER?
You can contact us by phone on +44 20 3322 8665.
- I'VE FORGOTTEN MY PASSWORD
- HOW DO I CHANGE MY EMAIL SETTINGS?
You can unsubscribe from our emails by clicking the unsubscribe link at the bottom of our emails. Alternatively, you can visit your account settings page at any time.
- HOW DO I CHANGE MY ACCOUNT SETTING?
To change your account settings or personal details, you can log in to your LuxDeco.com account and visit your account settings page at any time.
- WILL I GET SPAMMED BY EMAIL?
STYLE GUIDE FAQs
- WHAT IS THE STYLE GUIDE?
The LuxDeco Style Guide is an online magazine and the perfect destination to gain insider access to interior design ideas and inspiration. Each week you can discover new trends, home tours and exclusive interviews with the world’s most respected interior designers as well as shop the beautiful pieces directly from their creations.
We also produce a seasonal printed issue which showcases our newest collections and features helpful insights from the world’s most respected tastemakers. Most pages are scannable and shoppable using the corresponding LuxDeco iPad app.
- WHAT ARE COLLECTIONS?
Collections are LuxDeco’s curated seasonal looks highlighting beautiful pieces from the world’s finest interior brands as well as key pieces created exclusively by LuxDeco’s design team.
- WHAT ARE TASTEMAKERS?
Tastemakers are selected industry insiders that we have chosen to help you discover their influential style and most coveted picks.
- WHAT IS THE ‘LOVE’ BUTTON?
If you see something on the site that you love, you can click or tap the ‘Love’ button to save it in your Personal Shop which you can visit at any time via the navigation bar.
- WHAT IS CONCIERGE?
LuxDeco.com’s Concierge service is the ultimate personal shopping experience. Our team is dedicated to assisting you in your interior design needs whether you are seeking style advice, want to arrange bespoke items or require more information about a hard-to-find product. To book a free consultation with the Concierge click here.
- WHICH PRODUCTS DO YOU SELL?
We sell a curated selection of the finest products from over 200 of the world's leading interior brands and designers.
- CAN I ORDER BY TELEPHONE?
Yes, you can. To place an order by phone please call our team on +44 20 3322 8665.
Our Customer Experience Team are based in London and our contact hours are: Weekdays 9am–6pm GMT.
- CAN I SAVE ITEMS FOR LATER?
Yes – simply click the ‘Love’ button which you see in the top right of each product. You will be able to revisit your selection of loved products in your Personal Shop at any time.
- DO THINGS SELL OUT?
Yes. Although many of our products are made to order, some items are seasonal and may not be continued once we have sold out.
- DO YOU HAVE SEASONAL SALES?
Yes, we have two seasonal sales – during spring/summer and autumn/winter. Exact dates of these will be advertised near the time. Only selected lines will be available in the sale and, due to the exclusive nature of our ranges, we cannot guarantee that an item will still be available for purchase late in the season. We also have occasional exclusive promotions for those signed up to our newsletter. Be sure to sign up to our newsletter at the foot of this page to be notified of these.
- DO YOU OFFER PRICE MATCHING?
We check our prices regularly against other retailers to ensure that they are highly competitive. However, if you see an identical item cheaper on another site, please let us know and we’ll be happy to match that price for you.
- HOW DO I KNOW THAT THE PRODUCTS YOU SELL ARE AUTHENTIC?
As an authorised online distributor for all of the designers we feature, we guarantee that every item we sell is 100% authentic.
- CAN I CANCEL OR CHANGE MY ORDER ONCE IT IS PLACED?
Yes, you have the right to cancel your order with us. You can do this by telephone or emailing us at firstname.lastname@example.org.
If you wish to cancel an item which is made to order, or customised in any way, you will need to do this within 7 working days of placing the order.
- DO YOU OFFER INTERIOR DESIGN ADVICE?
- CAN’T FIND WHAT YOU ARE LOOKING FOR?
If you can’t find what you are looking for, please contact our Concierge team who will be able to source almost any piece you request. We are happy to help with all requests, no matter how big or small. Just email email@example.com. We can also arrange bespoke items if a suitable piece cannot be found.
- CAN I HAVE MY ORDER GIFT WRAPPED?
We currently do not offer gift wrapping on our items, however LuxDeco.com takes pride in the way that orders reach you and, depending on the item, your order will arrive in the appropriate LuxDeco.com packaging.
- WHICH PAYMENT METHODS DO YOU ACCEPT?
We accept all major credit and debit cards including Visa, MasterCard and American Express. We can also accept direct bank transfers and PayPal with certain orders. Please contact firstname.lastname@example.org for more information.
- IS SHOPPING ON LUXDECO.COM SECURE?
Shopping with LuxDeco is 100% secure and your information will never be shared with any third parties.
- WHEN WILL I BE CHARGED?
Your card will charged once you have completed your order. This may take a few days as per standard banking processes.
- DO PRICES INCLUDE VAT?
All prices quoted on our website are inclusive of UK sales tax (VAT) at the current rate.
If your order is being dispatched to a destination outside the UK, please contact email@example.com.
- HOW MUCH IS UK MAINLAND SHIPPING?
We are happy to offer complimentary UK mainland shipping on all of our items with the exception of some specialist 'white glove' deliveries.
- DO YOU OFFER INTERNATIONAL SHIPPING?
Yes. For furniture orders we offer white glove delivery to the following countries: UK, France, Spain, Portugal, Germany, Austria, Holland, Luxembourg, Belgium, Italy and Switzerland.
We currently offer standard and placement delivery to: USA, Canada, UAE, Denmark, Norway and Sweden.
If your country is not on the list then please contact firstname.lastname@example.org and we will do our best to assist you.
When placing international orders, please be aware that there will be additional delivery charges. We will calculate these once you have placed your order and inform you via email. We would advise contacting us before you place your order to confirm the shipping costs. Please be aware that international deliveries may incur local import duties which we have no control over and are not able to predict in advance. Any local import duties and taxes will be the responsibility of the recipient of the goods.
- WHAT IS WHITE GLOVE DELIVERY?
White glove furniture deliveries include delivery to the shipping address along with careful placement and inspection of furniture as well as rubbish removal. In essence your item will be placed exactly where you require it, ready for you to enjoy. Our delivery team are skilled in white glove delivery to ensure that your order is handled with extra special care and assembled for you.
Please note that it is your responsibility to think about any access limitations that might occur for the item you are buying. Access must be evaluated before booking white glove delivery and extra costs might occur if you fail to note any issues with this. If required LuxDeco.com offers access checks to certain areas of London and the home counties. If you would like an access evaluation prior to ordering an item please contact our Customer Service team at email@example.com or call on +44 20 3322 8665.
- I NEED A SOMETHING URGENTLY. CAN YOU HELP ME?
If you need a product urgently, please contact firstname.lastname@example.org or call +44 20 3322 8665 and we will do our best to assist you.
Our Customer Experience Team are based in London and our contact hours are: Weekdays 9am–6pm GMT.
- HOW WILL I KNOW WHEN MY ORDER HAS SHIPPED?
Once an order has been shipped you will be notified by email. In certain cases, some orders will be shipped partially which will be made clear on your shipping email. For larger orders that require white glove delivery, we will contact you to organise a suitable delivery time.
- PART OF MY ORDER IS MISSING?
At times we don't send out a complete order since different items purchased may arrive at our warehouse at different times. Please check your delivery note to see if any of your items will be arriving separately. If the delivery note says an item should be in your parcel but it isn't, please contact our Customer Services team on email@example.com call us on +44 203 3228 665.
- WHAT IF I HAVE RECEIVED AN INCORRECT ITEM?
If you have received an incorrect item in your order, please contact our Customer Service team and we will organise a free collection service to pick the item up from you. Wherever possible, we will endeavour to organise a replacement item for you. To contact Customer Service please email firstname.lastname@example.org call us on +44 20 3322 8665.
RETURN & REFUND FAQs
- WHAT IS YOUR RETURNS POLICY?
Our simple returns policy means that you can shop with peace of mind at LuxDeco.
If for any reason you are not satisfied with your purchase you can return your goods within 30 days of receipt and we will be happy to offer you an exchange or a refund excluding the original cost of delivery. This is on condition that the products are returned complete, in perfect condition, unused and with the original packaging.
Please note this doesn't apply to non-standard, customised or special order products.
- HOW DO I RETURN GOODS?
Please contact us to inform us that would like to return the goods within seven working days of receiving the goods by email to email@example.com or call us on +44 20 3322 8665 and one of our service team will help you with your return.
LuxDeco is happy to arrange the collection of any return and the cost of this will be deducted from any refund due. Please email firstname.lastname@example.org to arrange a collection for your return.
- WHAT HAPPENS WITH FAULTY OR DAMAGED ITEMS?
In the event that your order arrives in a faulty or damaged condition (including bespoke orders), please contact us within 48 hours or before sign off in the case of damaged furniture by email or phone. We will ask you to email a photograph of the damage along with a brief description to be sent to email@example.com. Please note that without the correct information and images we will be unable assess items for you.
LuxDeco is happy to arrange the collection of return of any damaged or faulty goods. Once we have received the return it will be inspected, and repair or replacement will be arranged at our expense.
Please note that returns will only be accepted in the original packaging in a saleable condition. When organising a return, please send the item with care, using a trackable service to ensure that it reaches us without damage.
- WHAT ARE MADE-TO-ORDER ITEMS?
Made-to-order items are items that are made especially for your purchase. LuxDeco offers many products that are made-to-order. If you would like to discuss any bespoke options, please email our Concierge at firstname.lastname@example.org. Please note that products which are made-to-order will be clearly marked as such on the product page. This will affect your rights for returns.
- HOW LONG DO REFUNDS TAKE?
Refunds will be processed within 14 working days of receipt of the item. You will be notified by email when this has been processed. Depending on the terms set by your bank, this will show in your account within 7–10 working days.
CAN'T FIND AN ANSWER TO YOUR QUESTION?