Returns & Refunds

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 inner and outer packaging.

Please note this doesn't apply to made to order, non-standard, customised or special order products.

HOW DO I RETURN GOODS?

Please print and complete our Returns Form and enclose this with the item(s) you wish to return or contact us to inform us that would like to return the goods within 7 working days of receiving the goods by email to customerservice@luxdeco.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 - see Return Costs table below. Please email customerservice@luxdeco.com to arrange a collection for your return or obtain a quote for an international collection.

Please note that returns will only be accepted in the original inner and outer 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. LuxDeco reserves the right to refuse a refund on the item, or issue a credit note for the original selling price if the product is not returned in a fully re-sellable condition.

Item(s) Being Returned Collection Service Estimated Cost (can vary depending on size/ weight/ collection address)
Accessories, including Cushions Insured Courier £10 - £30
Rugs, Lighting & Artwork Insured Courier £40 - £50
Furniture & Fragile Items LuxDeco White Glove Collection

£50 - within the M25

Up To £120 - rest of the UK*

*For large items outside of the UK please contact our customer service team for a quote

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 customerservice@luxdeco.com.

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.

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.

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 by email or phone. We will ask you to email a photograph of the damage, including the packaging if possible to customerservice@luxdeco.com. Please note that without the correct information and images we will not be able to investigate the issue.

LuxDeco is happy to arrange the collection of any damaged or faulty goods. Once we have received the returned item, it will be inspected and a repair or replacement will be arranged at our expense. Please note that failure to notify us within 48 hours of receiving a faulty or damaged product could mean we have to charge for a replacement.

CAN'T FIND AN ANSWER TO YOUR QUESTION?

Please send an email to customerservice@luxdeco.com, call us on +44 20 3322 8665 or fill in the form below.