Customer Support

You can follow and track your orders on your order summary here.

You automatically receive an email from the carrier when your package is ready for collection. If you have entered your mobile number during ordering, you will also receive an SMS.
In your dispatch confirmation from Luxplus you can see your shipment number/Track & Trace number.  

Please note that it can take up to 24 hours before your order is registered at the carrier and you can see information about your parcel.

Orders made on luxplus.co.uk are delivered by Royal Mail and Hermes. For members of Luxplus the shipping price starts at 1,95 GBP. For Non-Members delivery costs starts at 7,95 GBP. Please note that luxplus.co.uk only delivers to the United Kingdom mainland as well as Northern Ireland. Luxplus ApS is responsible for purchased products until they have been delivered. 

The expected delivery time is 4-6 days from the distributor receives the package.

You can choose to have your package delivered with Royal Mail or Hermes.

Royal Mail:
You can choose to have your package delivered with Royal Mail home delivery.
Royal Mail will, in the vast majority of cases, be able to deliver the package directly to your door. If there are problems with access or delivery, the carrier can redirect the parcel to the nearest parcel shop instead and notify you of this.

Hermes:
You can choose to have your package delivered to a Hermes Parcelshop or with Hermes home delivery. If Hermes home delivery is not possible, the carrier can redirect the parcel to the nearest parcel shop instead and notify you of this.

Unfortunately, this is not possible, as we do not have an office and warehouse in the same place. 

The goods on Luxplus.co.uk can only be ordered online and the goods will then be delivered to the selected location.

When ordering Home Delivery, the carrier will in the majority of cases, be able to deliver the package directly to your door. If there are problems with the delivery or with access, the carrier reserves the right to deliver to the nearest parcel shop instead and notify you of this.
This means that if the door is locked, if the package is too large or if the courier in question does not feel that it is safe to deliver the package to the address for one reason or another, they will redirect it to a parcel shop for delivery. There can be many reasons why a courier does not feel it is safe to leave a package unattended at the address, such as: people nearby who are awake or bad weather.

When you shop at Luxplus.co.uk, it is not possible to have packages delivered to other countries. It can only be delivered in the United Kingdom mainland as well as Northern Ireland.

When you have received the package, it is important that you immediately check that none of the goods have been damaged during transport. According to the rules in the freight industry, you must submit a complaint no later than 7 days after the package states delivered or you have received the package, in order to be entitled to compensation. You must also check that the goods you have received correspond to what is written in your order confirmation. If the package states delivered and you have not received it, it is important that you contact us and report this within 7 days so that we can start a search for the package. If this is not reported within the deadline, we cannot process the case.

If you can already see on the package itself that there is damage, or the package is closed with packing tape from the shipping company, we recommend that you completely refuse to receive the package. As soon as the package has returned to us, we can send a new package.

If you only discover after already receiving the package that an item has suffered damage during transport or that what you have received does not correspond to what was ordered, you must contact us immediately. You must briefly describe the error and send pictures of the contents and package from several angles. In at least one of the pictures, the package label must be visible. You must never dispose of parts of the packaging, as our logistics team and the shipping company must have the opportunity to investigate the matter.

When you are too late with picking up your parcel because of various reasons, the parcel will be returned to us. It is important that you contact us mentioning that this happened.

Since the package is returned to us, you will be charged £2.99 return costs. This means that we will refund the total amount of the order minus £2.99 in BonusCash or refund it to the original payment method.
 

Please contact us immediately via the contact form so that we can start an investigation. You must contact us no later than 3 days after the delivery service indicates that the package has delivered to be entitled to compensation. If you contact us after 3 days, unfortunately we cannot compensate you for the package.

Luxplus is of Danish origin and therefore our warehouse is located in Denmark, so this is where all the orders are coming from. Because your package has to travel a bit longer, delays can sometimes occur. If you have any questions about this, you can always reach us via the contact form.

To create a membership with us, you simply need to complete your first order at the membership price. Then you will automatically be created as a member.

You can cancel your membership here.

You can terminate your membership at anytime by contacting us via email at hello@luxplus.co.uk or by logging onto Luxplus.co.uk and selecting "My Membership." The termination will be effective at the end of the current membership period. The only exception is during first 24 hours of membership, within which your subscription is locked due to technical reasons, After the first 24 hours, you can terminate your subscription however you wish to.  

Please note, that if you have an ongoing order, your membership can not be terminated until the order has been sent. This usually happens within 24 hours. Please try again after your order has been shipped.

To terminate your membership, log in and click on “My Membership.” If you terminate your membership, you will still have access to it until it expires. Please note, however, if you terminate your membership during the 14-day trial period, your membership will expire immediately. After a membership has been cancelled, money will not be withdrawn from your account unless you choose to reactivate your membership. 

No, you can not use the 'Saved Amount' that is shown on your account. The 'Saved Amount' reflects the amount that you have saved by being a member at Luxplus.

You can use the BonusCash that is shown on your account. Read more about this under "What is BonusCash?"

When you place a new order on our website, £8.99 is automatically added to your order.
The £8.99 covers a month's membership and as soon as the order is completed, your membership is active again.

After the first 24 hours (where the subscription is locked for technical reasons), you can cancel your subscription whenever it suits you. The subscription then ends at the end of the period for which payment has been made.
Please note that if you have an order in progress, the membership cannot be canceled until it has been dispatched. This will typically happen within 24 hours. Please try again when your order has been shipped from our warehouse.

When you register with Luxplus, you must confirm that you are over 18 years of age. If you are under 18, the registration and subscription must be signed by a parent. An agreement can always be terminated by a parent if, regardless of the condition of being over 18 years of age, it has been entered into by a child or a person under 18 years of age.

The monthly payment is deducted every 30 days from the date you started your membership.

You can also find the exact date by logging in onto your account via the website. You then click on 'My account', 'My membership' and then you find the date under 'Valid to'.

If you do not wish to become a member, you can choose to buy your goods at the normal price. In that case, you will not be added a membership during the payment process.

When you accept the applicable subscription conditions on luxplus.co.uk, you accept that Luxplus (Luxplus ApS) may deduct the stated amount for membership periodically until you choose to cancel your subscription. The first 14 days of the subscription for the membership is free and then changes to an ongoing monthly subscription at GBP 8,99 per month.
You will receive a receipt by e-mail with your first purchase containing information about your subscription. Subsequent receipts can be found when you are logged in to luxplus.co.uk, under the item "My Membership".

Your registration with Luxplus is binding from the moment you place your first order, thereby putting your membership into use. By choosing member price rather than normal price, you also accept the creation of a membership. As a member of Luxplus, you are obliged to pay for your entire membership period and subsequent subscription cancellations, until you cancel your subscription/membership yourself on the website or by contacting customer service.

You are obliged to pay for the services you have had access to. This is calculated proportionally, based on the period Luxplus has given you access to member benefits. It is your responsibility to prove that you have exercised your right of withdrawal in case of doubt.
The member is obliged to pay for the membership from the agreed start date of the membership. Upon withdrawal from the parties' agreement, the member is obliged to pay for the part of the service that has already been delivered. This is calculated proportionately for the period that Luxplus has provided the membership services.
You can always read more about the membership here: https://www.luxplus.co.uk/subscription

If you can't remember your password, you can click on 'Forgot your password?' and you will receive a link to create a new password.

You can unsubscribe from newsletters by following the link at the bottom of the newsletter called 'unsubscribe newsletter'

If you are a member of Luxplus, you can always log in at the top right corner of the Luxplus site. Here you must enter your email address and the password you created yourself.
As a member, it is important that you log in before shopping at Luxplus.
If you can't remember your password, you can click on Forgot your password? and be sent a link to create a new password.
If you are not yet a member, you automatically create a membership by completing a purchase and entering your information during the purchase process.
If you still experience problems logging in, please contact us via the contact form in the top right corner.

We need the following information when you shop with us: Name, address, telephone number. and email address.
When you are registered as a customer at luxplus.co.uk, your name, address, telephone number and e-mail address are stored in an electronic customer directory. Only employees of luxplus.dk customer service have access to this.
We register and pass on this personal data for the purpose of being able to deliver the ordered orders to you. The personal information is registered with Luxplus ApS. We also store personal data in connection with compliance with the rules of the Accounting Act, according to which accounting material must be stored for 5 years from the end of the financial year to which the material relates.
We also collaborate with a number of other companies that store and process data. The companies only process information on our behalf and may not use it for their own purposes.
We only work with data processors in the EU or in countries that can provide your information with sufficient protection. We send customer information encrypted.
As a customer of Luxplus ApS, you always have the right to object to the registration and the right to access the information we have registered about you. If you believe that the information is inaccurate, you have the right to have it corrected. In some cases, we are obliged to delete your personal data if you ask for it. It can, for example, be if your data is no longer necessary in relation to the purpose for which we were to use it. You can also contact us if you believe that your personal data is being processed in breach of the legislation You have your rights according to the Personal Data Act. For more information or requests for insight, send to Luxplus ApS via e-mail hello@luxplus.co.uk.
The data controller at luxplus.co.uk is Luxplus ApS
Information submitted to luxplus.dk is in no way sold on to third parties, and we do not register any personally sensitive information.
When signing up for the newsletter, we register your e-mail address. The e-mail address is not passed on to others.

On Luxplus you can choose to pay for your order with Klarna Pay Later. If this payment method is chosen, the membership will renew through Klarna and you will receive an invoice for the membership fee. The invoice will be sent to you around 30 days after it was created. This means that you may receive an invoice after you have cancelled your membership. The invoice is always created when a membership period is renewed. If you have received a new invoice after your membership was cancelled, this is in most cases an invoice for a previous membership period that was renewed before you cancelled the membership.

If in doubt of which membership period the invoice is regarding, you are always welcome to send the invoice as a PDF to our customer service.

If you have made a purchase and wish to cancel your order, you must log in with your email and password under the login icon in the top right corner. Then click on "My orders". Under "My orders", click on the info button to the right of the order you wish to cancel and then click on "Cancel order". It is only possible to cancel an order, if our warehouse has not started handling the order.

Note! It is not possible to cancel your order by sending us an e-mail as we cannot process the inquiry before the order has been packed.

If you haven't received your order confirmation after 24 hours, please check your spam folder and other possible folders it may have ended up in.
Please note that you can also view all your placed orders by logging into your Luxplus account and going to 'My orders'.

No, unfortunately you cannot. You can neither add a new nor remove an existing product to your order after placing the order, as we do not have the option to withdraw more money from your card than you have allowed us to. If you want to add an item, you will therefore have to place a new order.

All payments are completed via Altapay, Klarna or Bambora as payment gateways or PayPal. On luxplus.co.uk, you can pay using VISA, VISA Debit, VISA Electron, MasterCard or Maestro. 

All payments and card charges are factored into product pricing and regulated therein by Luxplus ApS. Payment can only be made using a credit card. Payment is deducted from your account upon order dispatch from luxplus.co.uk or upon commencement of your membership. You will not be deducted for an amount in excess of that which approved upon completion of your purchase.

No, all customs and import duties are included in the total price.

We are very sorry if you experience problems completing your order.
Remember that you must start by logging in in the top right corner if you are already a member. Otherwise, the system will write that your e-mail address is already used.
If you are trying to order from a mobile phone or tablet, it can sometimes help to switch to a computer or another device.
If you continue to experience problems, you are welcome to contact us via our contact form.

If you need an invoice for your purchase, you can always find it in your Luxplus account by logging in in the upper right corner and going to "My orders". Then click on the Information icon based on your order and click "Get invoice".

The guest price entails a discount price on the chosen product without starting a membership. The guest price can only be used for one of the products in the shopping cart. The other products can be ordered for the normal price. As you place an order without becoming a member, you will have to pay for shipping costs.

Who is Klarna? Klarna is a payments service that helps you buy the things you want or need. Right now, over 150 million people worldwide use Klarna at over 450,000 online stores.

How does Pay later in 30 days work? Pay in 30 days is a credit product which lets you pay any time within 30 days of your purchase interest-free. You can make this payment using a credit or debit card on the Klarna app or logging into www.klarna/com/uk. Klarna will send you a confirmation email once your order is confirmed with full details. You can see both past and future payments using the Klarna app.

Am I eligible for Pay in 30 days?  You need to be at least 18 years old and a UK resident to use Klarna’s credit products including Pay in 30 days. When you choose Klarna they will also check the information you provide and your financial situation.

Can I have multiple Pay in 30 days orders at the same time? Yes, you can. If you see Klarna Pay in 30 days when you go to an online checkout then it is available to you. Every time you use Pay in 30 days, Klarna will check to see whether you can use the service again for each additional purchase. 

What does Klarna consider when reviewing my application?  Klarna offers Pay in 30 days based on a number of factors such as the purchase amount, previous order history. If you are 18 or over, you can improve your chances of being offered Pay in 30 days by ensuring you provide your full name, accurate address details and arrange shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for Pay in 30 days before does not mean it will be offered for every order. In turn, if your application for Pay in 30 days is denied, it does not mean it will be denied for future orders.

What do I need to provide when I make a purchase? If you want to purchase something using Klarna’s Pay in 30 days, you'll need to share your phone number, email address, current billing address and your credit or debit card details. If Klarna need to talk to you urgently they'll use the phone number you've shared. For any other information Klarna need to share with you, they'll send this to your email address.

Will a credit search take place?  When you use Pay in 30 days, Klarna will perform a credit search. This means Klarna will look at certain information in your credit report to decide whether to approve your purchase.

How do I make repayments to Klarna? You can pay any time within 30 days of your purchase interest-free. You can make this payment using a payment card on the Klarna app or logging into www.klarna/com/uk. You can also enable Autopay and we will automatically collect payments on the due date. Klarna will send you a confirmation email once your order is confirmed with full details. You can see both past and future payments using the Klarna app.

I have been asked to go to the Klarna site. Is this correct? If you choose to pay for your order using Pay in 30 days, Klarna will send you an email showing you how to pay. The email will have a link you can use to make this payment using your credit or debit card.

Can I pay before the due date? Yes. Just go to the Klarna app or log onto Klarna.com/uk.

Is my payment information safe? Payment information is processed securely by Klarna. No card details are transferred to or held by Luxpus. All transactions take place through connections secured with the latest industry standard security protocols.

How do I know Klarna has received my payment?Klarna will notify you by email and push notification when a payment is due and when you have made or missed a payment. You can always check the status of your order and payments in the Klarna app or by logging in at www.klarna.com/uk.

What happens if I don’t make a payment on time? Pay in 30 days is a credit product and you are required to make your payment to Klarna. If you don't pay for your order on time, Klarna may charge late payment fees. Klarna may also share information about your missed payments with credit reference agencies. This means you may find it difficult or more expensive to use Klarna or other lenders' credit products in the future. Full details can be found in the Klarna terms and conditions here.

What happens if I don’t pay for my order? As Pay in 30 days is a credit product, if you don't pay for your order Klarna may use a debt collection agency. Klarna may also report the missed payment to credit reference agencies. This means you may find it more expensive or difficult to get credit in the future.

I've received a statement, but I've not yet received my goods.  If you have not received your goods please call Luxplus to check on your order and delivery status. You can also contact Klarna’s Customer Service so that they can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.

What happens if I cancel or return my order? As soon as Luxplus has confirmed with Klarna that your cancelation / return has been accepted, Klarna will cancel any future scheduled payments as well as refund any amounts due. You will see the return in the Klarna app immediately.

I have canceled my order. How long will it take until I receive my refund? As soon as the store has registered your cancelation or your return, the refund will normally be processed within 5 business days.

I have asked for a refund. How will I be refunded?Refunds will be issued back to the debit or credit card which was originally used at checkout.

What happens to my statement, when I have returned the goods? Once Luxplus has received the return and Klarna have received our confirmation, Klarna shall refund any payments collected and cancel any future scheduled payments. You are always able to monitor the status of your order in the Klarna app.

What happens to my statement when I have returned part of my order? Once Luxplus has received the partial return and Klarna have received our confirmation, an updated statement with an adjusted payment schedule will be sent to you by Klarna. You are always able to monitor the status of your order in the Klarna app.

I haven’t received an email with my statement/payment information. You can log in the Klarna app or at www.klarna.com/uk, where you will find all of your orders and payment schedule information.

I still have questions regarding payment, how can I get in touch? Visit Klarna app Klarna’s Customer Service page for a full list of FAQs, live chat and telephone options.

Klarna's Pay in 30 days is an unregulated credit agreement. Borrowing more than you can afford or paying late may negatively impact your financial status and ability to obtain credit. 18+, UK residents only. Subject to status. Ts&Cs and late fees apply.

That’s not supposed to happen! First, make sure to double-check that you haven’t made a typo in your email address. If your email address is correct, check your spam folder just in case. You should receive the order confirmation within 30 minutes.If you still haven’t received the order confirmation, there may have been a technical issue when placing your order, which means it didn’t come through to us correctly. Depending on the payment method, it can take up to 14 business days for the money to be refunded to your bank account. In the meantime, you can go ahead and place the order again.If you still haven’t received a refund after 14 business days, please contact us through the contact form.

To see how many BonusCash you have earned, simply log in to your member profile.

There is no expiration on your earned BonusCash as long as you have a valid membership. After your membership ends, your BonusCash expires after 30 days. Within the 30 days, you will still be able to use your BonusCash by reactivating your membership. BonusCash cannot be exchanged for cash or assigned to another member.

Your earned BonusCash is something that is automatically deducted from your order.
However, you can only use your earned BonusCash when you enter a paying month.

Out-of-stock items are constantly coming back into stock. In order to ensure our members the best prices on the market, we only buy back sold-out products if we can guarantee to be able to sell them at the same low price.
In some cases, it can therefore take weeks/months before certain products are back in stock.
You can enter your email under the sold-out product and receive a message as soon as the product is back in stock.

All products come directly from the largest suppliers in the EU and are quality checked before they are sent to you. We can therefore give you a 100% guarantee of authenticity on all branded goods.

The item must be in unbroken packaging and returned in the same condition as when received and it must be in such a condition that we can sell the item as new without any problems. If the item has lost value and this is because you have used it in a way other than what was necessary to establish the nature of the item, you can only get a part of the purchase amount back. The amount you can get back depends on the commercial value of the item. If the item has been tried on in addition to what is described above, we consider it as used, which means that if you cancel the purchase, you will only get a part or none of the purchase amount back.

The refund of your return will be processed once we have received the image of the goods and the track and trace number of the return parcel. The amount will always be transferred to the same payment method that you paid with at the time of purchase. For example, if you paid with a debit card, the amount will be reversed to the payment card you used at the time of purchase. 

Luxplus ApS offers the standard legal complaints procedure, applicable for 24 months after delivery. This means that you can get your product repaired, exchanged, get your money back or receive a price reduction, depending on the situation in question. Your complaint must be valid, meaning that any faults cannot be the result of incorrect use of the product or destructive behaviour. Note that for products with a limited lifespan, your right to complain is limited accordingly.

Contact us as soon as you notice a mistake or missing parts on and for a product that has been purchased on luxplus.co.uk. This should happen as soon as possible or within a reasonable time period from the moment you notice that there is something wrong with your product. File your complaint via hello@luxplus.co.uk, after which we will address the issue in question. Complaints are considered timely if they are filed within two months after product faults have been detected.

If we have sent the wrong item, please contact us by e-mail hello@luxplus.co.uk or contact us via the contact form in the top right corner. Please take a photo of the received product, so that we can find the error as soon as possible.

We are very sorry to hear that you got an allergic reaction because of a product you bought at Luxplus.

If you have experienced side effects after using a  product, you should contact your own doctor, who can report your case to the authorities.

You can also choose to contact the manufacturer of the product directly.

Please note that we do not offer any form of "satisfaction guarantee." For example, if you do not like the scent or taste of the product, have had an allergic reaction to ingredients that are clearly listed on the product or product page, or in situations where there is nothing wrong with the product, you cannot claim it as a defect.

We apologize for the inconvenience of receiving a damaged product. It is important that you immediately take a picture of how you've received the product in the box and a picture of how damaged the product is.

Please contact us by e-mail (hello@luxplus.co.uk) and attach the following information in the e-mail: order number, pictures of the received box and product and mention the exact product that is damaged. When we receive this, we will offer an appropriate solution.

Unfortunately, we are unable to exchange for another product. If you do not want to keep the product, you can send it back and the money for the product will be refunded to the card used when ordering. You can then place a new order.

As a customer you have the right to return your items if you have changed your mind about your purchase. Unfortunately, we have noticed concerning behavior from certain customers who systematically order items and return almost everything, which is harmful to the environment. It may also involve suspicions of items being returned after being used, or some other form of fraud. If we discover this kind of behavior, we reserve the right to reject future orders and terminate the membership.

Please note that the return fee must be paid by the customer. 

You can read more about the return instructions under "Return and complaint"