FAQ's
At Lux-Hom we're always on hand to help, however, you can find answers to the most frequently asked questions by our customers below. These include questions on our products, delivery service and payment methods to mention a few. If your query cannot be answered with one of the questions below, please contact us at any time via the Contact Us page.
Payments
How can I pay for my order?
Lux-Hom accepts a wide range of credit and debit cards, including Visa, Mastercard, American Express & Maestro along with other digital payment methods such as Apple Pay, PayPal and Google Pay.
How secure are my credit/debit card details?
You can be assured of absolute confidence and security when purchasing with Lux-Hom. We use Shopify payment gateway which is a certified Level 1 PCI DSS compliant payment method which ensures that your card data is fully secure.
Products
Will I have to assemble the furniture myself?
Lux-Hom offers a Premium VIP Delivery Service on large and heavy furniture pieces to all of our customers which includes a FREE full assembly service.
Smaller and lighter occasional furniture may require some basic assembly.
For clarification each product will show the delivery type that is relevant and included in the price
Do products from different ranges match?
All of the products we offer at Lux-Hom are hand made in our factories from around the world, and whilst we work hard to make sure all of the materials used in the construction of our furniture stay consistent between ranges, subtle differences can be observed between items from time to time. When we deliver your order, our premium delivery team will, however, inspect every item to ensure that all products are in perfect order and that you are completely satisfied with your order before leaving your home.
I have found the product I want to buy somewhere else and it's cheaper
In the rare instance that you have found an identical product elsewhere at a more competitive price, please contact us via our Contact Us page and we shall do our best to match, or beat the price presented.
Delivery
How long will my order take to be delivered?
For Premium VIP Delivered items - We aim to deliver within 10-14 working days from order placement. Deliveries are made Mondays to Fridays between 8am and 9pm.
For all smaller standard courier delivered items - We aim to deliver in 3 - 5 working days.
for clarify on the delivery timings, please see the delivery detail section on each product page.
How can I track the status of my order?
Our deliver partner will share an email with a click-link to follow that will allow you to track your order live on the day of deliver. Lux-Hom will of course keep you update on the status of the product through its journey to you.
What are your delivery charges?
All products from Lux-Hom include either our FREE Premium Delivery Service or FREE standard delivery service at no extra cost to you. The price you see is the price you pay.
Can you deliver outside UK Mainland?
At the moment we are only able to deliver to the United Kingdom mainland (not including mainland Northern Ireland). Deliveries to the Channel Islands, Isle of Man, Scottish Islands, Isle of Wight are not possible at this time, unfortunately.
Will you take the packaging away?
Yes, our Premium Delivery Service will unpack and remove any waste packaging.
For standard courier deliveries this is not available.
Returns & Refunds
What do I do if I want a refund?
In order to start the refund process please contact us via the Contact Us form, where one of our team will be in touch to discuss your order. In the instance that you are to be issued a refund, it will be processed via the same method that the initial payment was made. For example, if you paid for the item using a credit card, the refund will be made onto the same credit card.
What information do you need to process a replacement, collection or refund?
For enquiries related to a replacement, collection or refund, please use our Contact Us page. Filling in the contact us form will ensure we receive all the necessary information to resolve the matter as quickly and efficiently as possible.
How can I contact you?
If you have any questions about an existing or delivered order, please contact us via our Contact Us page with a short summary of your query and one of our team will be in touch with you swiftly.
If I have a complaint, what should I do?
In the unlikely event that you are unhappy with any aspect of our service, please contact us immediately using our Contact Us page and a member of our team will be in touch to remedy the situation.