Shipping & Returns
Shipping
How will my order be packaged?
Your order will be carefully wrapped in black tissue paper and branded LCW stickers inside a protective cardboard box. If provided by the designer, your items will come with the original branded dust bags, care card and tags. At times shoe boxes may be slightly damaged, but don’t worry we can assure you your actual shoes will arrive in superb condition.
Which destinations do you deliver to?
The Luxury Couture Wardrobe takes pride in shipping worldwide. We deliver to all postcodes. So, feel free to place your order from anywhere in the world.
Is my order insured?
Your order is insured against theft and damage until it is received at your specified address. After it is received and signed for, the insurance cover ends.
Will I be charged customs and import duties?
All shipments outside of the UK will be subject to import duties and taxes. Any customs charges are applied at the discretion of the carrier and local laws. All customs charges will be payable by the customer and will not be covered by The Luxury Couture Wardrobe. For more accurate information, we suggest getting in touch with your local customs office, so you’re not surprised if there are any unexpected delivery charges at your end.
Leave with Neighbour
Request for your order to be left with your neighbour by providing our courier with their house number and any further instructions. Please note that if you select this option, The Luxury Couture Wardrobe and shipping provider cannot be held responsible for any loss or damage that may occur once your order has been delivered.
How do I track my order?
Once your order has left us, you’ll receive an email with your tracking information so you can follow its progress. You can also check the status of your delivery by viewing My Orders in your account.
What should I do if my order has not been delivered yet?
If your order has not been delivered within the estimated period, we suggest that you:
Check the order status: in the My Orders section for registered users; or by entering the Order Number from the confirmation email in the Track your Order page
Check that the address indicated for the delivery is correct
For further assistance, contact us and we will be happy to assist you
Returns Policy
Thank you for shopping with us at The Luxury Couture Wardrobe. We endeavour to do all that we can in the hope you love your purchase(s). However, if you are not fully satisfied with the item(s) you have received, you may return the item(s) to us within 14 days of receipt, provided they are in original condition with tags intact. Once items are returned you will be entitled to receive a refund. For item(s) returned after this time we reserve the right to return the item(s) to you.
We take pride in our LUXURY items; therefore, we are not able to refund items that appear to have been worn, stained, washed, are not in original condition, or have their “HOME REMOVAL” security tags removed. Every aspect of the garment must be free from signs of wear and odour.
Please be advised we DO NOT accept returns back to our office.
Please be advised all customers returns will be quarantined for 2 days due to the Coronavirus, before they will be processed.
How to Return:
If you choose to return your item(s) we aim to process your return within 14 days of receipt, however in exceptionally busy periods this may take up to 21 days.
UK
Simply complete the provided Invoice/Returns Form stating the reason for the return and enclose within your package.
Please return your item(s) using a recorded delivery service for your own insurance ensuring postage is pre-paid to the following address:
The Luxury Couture Wardrobe
Unit 53211, Courier Point
13 Freeland Park, Wareham Road
Dorset BH16 6FH
United Kingdom
Please ensure you retain your proof of postage.
Please note: Our third-party Returns Department do not accept hand delivered returns and is strictly not open/accessible to the general public.
International Returns
Please return your item(s) using a recorded delivery service for your own insurance ensuring postage and other duties (if applicable) are pre-paid to the following address:
The Luxury Couture Wardrobe
Unit 53211, Courier Point
13 Freeland Park, Wareham Road
Dorset BH16 6FH
United Kingdom
Affix a CN22/23 form ensuring the nature of the goods is clearly identified as “returned goods”.
Do not return your goods via parcel delivery services such as DHL, FedEx, UPS (or similar) as Customs Charges will be applied and forwarded to you for payment.
Changed your mind? Your right to cancel
We understand that you may change your mind about something you have bought on our online store.
If for any reason, you wish to cancel your Order before your Order has been dispatched then you need to let us know. You can do so by contacting The Luxury Couture Wardrobe’s Customer Care Team at fashionista@theluxurycouturewardrobe.co.uk Once we have received notification from you of your wish to cancel your Order, subject to any monies having been taken from you, provided the items have not been dispatched then we will refund you the original purchase price and delivery charge for your Order within fourteen (14) days
It may not always be possible to stop an Order from being dispatched. If you decide to cancel and your Order has already been dispatched we may withhold any reimbursement until we have received the Order back or you have supplied evidence of having sent the Order back, whatever is the earliest. You can notify us by using the option identified in clause 12.2 above. Please refer to "How to return an Item" in our Returns Policy.
Where items are returned to us outside of this time period, we reserve the right to issue a credit note or to return the item(s) to you.
Please also see the Exclusions, Refunds, and How to Return sections below.
Exchanges
Unfortunately, we do not accept exchanges.
Faulty Items
Customers are entitled to a full refund up to 30 days after receiving the goods if they turn out to be faulty. Any item(s) where a fault has been caused due to customers negligence, such as, but not limited to, pulls from wear or not following the care instructions, we will not be held responsible. Only manufacturing faults will be considered.
Delivery costs will also be refunded where you have paid for the service or where an “Express”-type service has been selected as per your requirements in which case the standard cost of delivery will apply.
Please contact us via email fashionista@theluxurycouturewardrobe.co.uk. Please provide your Order Number (begins #) as well as much information as you can regarding the fault, including images where possible to enable us to advise you quickly and correctly the best method for resolution.
We will contact you in writing to confirm the next actionable steps within 2 working days.
Returning a Gift
Please contact us via fashionista@theluxurycouturewardrobe.co.uk making sure you provide us with the Order Number beginning # so that we can confirm the purchase details.
The amount paid for the item will be sent as an eGift card to the email address as indicated on the original order.
If you would prefer that the sender’s account is credited for the gift please indicate this in your e-mail and along with your returned item(s).
Please also see the Exclusions below.
Refunds
We are not obliged to provide you a refund until we receive the product(s) back from you. We strongly recommend that you send the products using a secure or trackable method - e.g. Recorded/Special Delivery - and that you retain your proof of postage.
If the item is rejected your item(s) will be returned to you along with a letter outlining the reason(s).
If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment within approximately two days of being processed. Depending on your bank, it may take up to two billing cycles for the credit to appear on your credit card statement.
Faulty items will be refunded in full, including delivery charges where you have paid for the service or where an “Express”-type service has been selected as per your requirements, in which case the standard cost of delivery will apply.
Please also see the Exclusions and How to Return sections below.
Exclusions
Please note that your right to cancel or return a Product does not apply to certain types of Products. The following list provides a non-exhaustive list of the types of Products you cannot cancel or return:
a) Hosiery and socks for hygiene reasons
b) Bodysuits, Lingerie and Swimwear for hygiene reasons
c) Pierced jewellery for hygiene reasons
d) eGift cards
e) Items that have had their security tags removed
f) Items reserved until payday
g) Items personally sourced for you by our Fairy Shop Mother
h) Items listed as Final Sale
Undeliverable Items
If items are undeliverable to you by the courier/postal services these orders will be held for a defined period of time (varies per company) for you to collect. If uncollected items exceed this limit, they will be returned to us as the sender. All items will be automatically refunded and returned to stock. You will be notified via email of the refund once processed.
Promotions
Buy X Get Y
We may occasionally offer promotions where you can purchase Item(s) X you will get Item(s) Y for a reduced rate or free.
If you return items in the promotion identified as X then item Y (if retained) will be charged at full price.