Delivery & Returns Policy
Please be aware that due to issues at Royal Mail deliveries may be delayed and could take around one week extra to arrive. We are very sorry for any inconvenience caused.
Whilst every effort will be made to ensure that all items shown are in stock, we offer no guarantee of availability and this electronic publication does not constitute an offer for sale. Goods are normally dispatched within 2 working days of receipt. If we are unable to dispatch your order within 7 days, we will contact you by e-mail with an estimated despatch date and offer you the option of cancelling the order.
Delivery can take up to 4 days within the UK, 10 days for Europe, and 15 days for the Rest of World.
We ask customers to be aware that deliveries may experience delays due to Custom Authorities and their control measures of imported goods.
All orders are sent using Royal Mail with overseas deliveries being passed on to the relevant delivery service once outside of the UK. Please be aware that once your order leaves the UK tracking may not be available. If you have any questions please do not hesitate to contact our customer service team who will be happy to help.
UK costs £5 - free UK delivery when you spend £50 or more in one transaction*
Rest of world costs £19.99
*Only one discount or code is applicable per transaction.
Note: During peak periods such as; Christmas, Valentine's Day and Black Friday, weekends, delivery may take longer than anticipated.
The Luxe Nude currently uses Royal Mail, UK Mail, DHL and FedEx services to ship to the UK and around the world, with standard and express shipping choices accessible in many areas.
Note: If your delivery is more than 15 working days overdue, please contact us. We will then do everything we can to track down your order.
Whilst every effort will be made to ensure that all items shown are in stock, we offer no guarantee of availability and this electronic publication does not constitute an offer for sale.
During promotional periods, dispatch and delivery times may be extended to between 7 and 10 days due to exceptional levels of customer demand. However, most consignments will continue to be delivered within the normal time periods stated at checkout.
Cancellation and Returns
If you wish to cancel the contract and return the goods you must email email@example.com, with the details of the return, including the order number within 15 days following the date of delivery.
You must then complete a returns form and post the garment/s back to us at the following address within 28 days of receipt of the product. Return postage will be at the cost of the customer and will not be refunded.
Returns outside the UK may incur duty / VAT charges if values are added to customs documentation. These will not be paid by ourselves and all return costs should be covered by the sender.
Due to the personalised nature of our products, garments may only be returned if they have not been worn, remain on the hanger supplied, and have all point of sale swing tickets attached.
Please make sure that briefs/shapewear are tried on over your own underwear. When trying on bras please avoid make up or lotions coming into contact with the item. In the interests of hygiene, we may refuse returns where it is apparent that this advice has not been followed.
Refunds will only be given where the garments have been returned to us. Original postage costs, paid by the consumer, will only be refunded when the full order has been returned.
Please return your garments with a completed returns & exchanges form to the following address:
The Luxe Nude
Unit 38 Candover Close
In a situation you wish to return an item, the following conditions must be met:
- The item(s) must be unworn, unaltered and unwashed (kindly don't wear scent or antiperspirant when you try on your item(s), as tampered clothing won't be qualified for return).
- The item(s) must be in The Luxe Nude packaging with all labels and hygiene stickers intact. When trying on underwear especially panties, we ask that you do so over your own.
- The item(s) must have been purchased at regular cost. Sale or promotional items are non-returnable.
- The Luxe Nude gift vouchers are non-refundable.
- We do not take responsibility for delayed or lost packages
- If your package is returned to us due to wrong item, The Luxe Nude will take responsibility of delivery charges.
- Due to the personalised nature of our products, garments may only be exchanged if they have not been worn, remain on the hanger supplied, and have all point of sale swing tickets attached.
- Please make sure that briefs/thongs/shapewear are tried on over your own underwear. When trying on bras please avoid make up or lotions coming into contact with the item. In the interests of hygiene, we may refuse exchanges where it is obvious that this advice has not been followed. If returns are rejected, the garments will be destroyed and there will be no liability on the part of the company for refund of the cost of the goods or postage.
- If you wish to exchange the goods for a different size or garment you must email firstname.lastname@example.org with the details of the return, including the order number within 5 days following the date of delivery. You must then complete a returns form and post the garment/s back to us within 30 days of emailing us. It is recommended that you retain proof of postage for all returned packages.
- Products may only be exchanged for a different size or colour in the same garment or for another garment of equal or lower monetary value and the difference in cost refunded accordingly.
- It is recommended that if returning part of a lingerie set, you also return the coordinating pieces so we can offer you another set in the event that your exchange size is not available.
- Only one exchange can be made per order. If more than one exchange is required, a new order must be placed.
- Exchanges are NOT available for sale or promotional items.
- Once we receive your returned item, it will be reviewed to ensure eligibility.
- You will either receive a refund for the item(s) acquired within 5 to 10 business days of submitting the information (or immediately on your The Luxe Nude gift voucher) or receive the exchange product of your choice.
- Original delivery charges are non-refundable.
- If any returned items don't conform to our policy, it might be denied at the discretion of The Luxe Nude.
Note: If your item is incorrect or faulty please contact the customer care line at email@example.com, +44 207 164 6834 or on WhatsApp within 5 days of the receipt of the package in order to obtain either a refund or a replacement.
Please do not post any faulty or incorrect items back to us before you have been advised by our customer care team.
The above Terms and Conditions do not affect your statutory consumer rights.