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Delivery & Returns

Delivery

Delivery Schedule

Our goal is to dispatch your orders within 1-2 business days. However, during peak periods (October-December), dispatch may take 3-4 business days. Once dispatched, orders should arrive within 3-5 business days.

If you select the Express Shipping option, your order will be delivered on the next business day with APC following dispatch.

Delivery Methods

We utilize APC as our courier service. Upon dispatch of your order, you will automatically receive an email with tracking details.

Orders sent via the postal service (small parcels) are dispatched with Whistl. A tracking number will be included in the dispatch email, but please note that this is a partially tracked service.

For orders placed after 4:30 pm, the next business day begins at 8 am.

BFPO/PO Box Addresses

Please note that we are unable to ship to PO Box addresses via courier within the UK. If you wish to place an order to a BFPO address that requires courier delivery, please contact us beforehand as prices may vary.

Returns

We hope that you enjoy the purchases you make from Italuxe. However, if you wish to return an item, you may do so in
accordance with your statutory rights or in accordance with this Returns Policy.

How to Return an Item

As an alternative to the return options provided by your statutory rights, customers may return items purchased from Italuxe
under this Returns Policy in accordance with the following terms:

  • Returns made under this Returns Policy must be made within 28 days of delivery of an item.
    Items to be returned must:
    • Be in the original packaging
    • In an unused state
  • To start the returns process, you should utilise our online returns portal, accessible here: https://www.italuxe.co.uk
    /order/history if you are an existing registered user OR simply email us at info@italuxe.co.uk if you ordered as a guest.

Entitlement to a Refund

When a return is made following the requirements and procedures set out in this Returns Policy, a customer is entitled to a
full refund of the price you paid for the item(s):

  • Taking into account any discounts that were applied at the time of purchase.
  • Minus our return fee of £1.99 per for which a return is made under this Returns Policy. No return fee will apply to
    returns made outside of this Policy, e.g. returns made in accordance with your statutory rights.

Processing Returns

Once we have received an item you wish to return:

  • We will check the item you have returned within, wherever possible, 14 days.
  • If we confirm that the item and your returns procedure comply with the requirements set out in this Returns Policy:
    • We will let you know that your return has been received and accepted.
    • You will receive a refund via your original payment method, usually within 5 days of a return being accepted.
    • Or, if an exchange is available and agreed to instead, your new item will be delivered to you within our
      usual delivery timeframes.
  • If the item returned or your returns procedure does not comply with the requirements set out in this Returns Policy:
    • We will let you know why your return has not been accepted.
    • We may offer a reduced refund (e.g. if an item is returned damaged).
    • You will have the option to take the item back (note that you may be required to pay for shipping if
      necessary).

Exchanges

If you wish to exchange an item purchased for another item (e.g. the same product in a different size or colour), you should
return the purchased item as usual (i.e. as set out above) and, during the returns process, indicate your wish to exchange
your item for a new item and specify exactly which item you wish to exchange for. Then:

  • If the requested exchange is possible, we will send the new item to you once the item being returned has
    been received, the return has been approved, and you have paid the return fee as requested by us.
  • If the requested exchange is not possible (e.g. because the requested item is not in stock or has a different price), we
    will inform you of this and provide a refund instead. You may then choose to purchase an alternative item from us
    by starting a new purchase.

A Customer’s Statutory Rights

The returns process provided under this Returns Policy is provided in addition to customers’ statutory rights and this
Returns Policy does not diminish these statutory rights in any way - it simply provides our customers with an additional
returns option.

A customer has a statutory right to a refund in certain circumstances. For example, you may have a right to a refund if a
product is not of satisfactory quality or not fit for purpose. Or, if you’re a consumer, you may have a right to simply change
your mind and cancel your order in certain circumstances (i.e. your cancellation rights).

Exactly which rights apply to your situation will depend on the circumstances of your purchase. For example, whether you
purchased as a consumer or a business; whether you purchased online or in-store; and whether you purchased digital
content or other items. For more information on your rights in relation to your purchase:

  • See the Terms and Conditions that cover your purchase. You will have been shown or given these during the
    purchase process. Alternatively, find our Terms and Conditions online here: https://www.italuxe.co.uk/conditions-ofuse.
  • You can contact us at info@italuxe.co.uk to request a copy of the relevant Terms and Conditions, to ask which of
    our Terms and Conditions are applicable to your purchase, or to request more information about your rights.