Orders, Delivery & Returns
COVID-19 STATUS: OUR WEBSITE IS RUNNING AS USUAL. CLICK HERE FOR IN-STORE AND DELIVERY UPDATES.
How do I make an order online?
We try to make ordering from us as easy as possible. To order online you need to:
- View the item you wish to order
- Add the item to your ‘Basket’
- Once you have finished shopping, proceed to the ‘Checkout’
- Follow the onscreen instructions to complete your order
How do I pay for my order?
All transactions are processed in Pounds Sterling. You can pay for your order three ways:
Credit or debit card
We accept Visa, Mastercard, Maestro, Cirrus and Solo. We use trusted payment operator SagePay for all card payments. SagePay are a secure, trustworthy company used for millions of secure payments each month for over 50,000 businesses.
17 million business worldwide use PayPal as a fast and convenient way to pay.
Spread the cost and Pay later in 3 instalments or Pay later in 30 days with Klarna. For more details, see our Klarna FAQ.
How long after I place my order will it be dispatched?
Orders placed before 2pm Monday to Friday with Royal Mail Express Delivery will be dispatched the same day and delivered the next working day.
All other orders are processed and dispatched the next working day. Our hours of operation are 9am-5pm Monday to Friday, please take this into account for delivery times.
Exceptional circumstances and special orders are expected to take around 2-6 weeks.
During sale, busy periods and Bank Holidays, we may require extra processing time and we will keep you informed of any delays.
Please see ‘Delivery’ below for more information.
Can I make a purchase by telephone?
We advise shopping online for your security and ours, however if you would prefer to order by telephone, we are happy to help. To order by telephone we ask that you:
- Browse the site and note the reference numbers of the products you wish to order
- Read the Terms and Conditions of sale by clicking on the link at the bottom of any page of the website or here…
- Have your payment card ready
- Call our Customer Service team on 0800 3423180
- We will ask for your details before we accept and process your order
Please note, telephone orders can only be delivered to the bill payers address and must be below £300.
Due to a high volume of sales and the need to check stock availability we may need to make notes of your contact details and give you a call back at the next possible availability. This is normally within the hour.
Is VAT included?
The price of each Product includes VAT (where applicable) at the applicable current rate chargeable in the UK for the time being. However, if the rate of VAT changes between the date of your order and the date of delivery, we will adjust the amount of VAT that you pay to the revised amount unless you have already paid for the relevant Products in full before the change in VAT takes effect.
You are responsible for the disclosure and payment of any import duties or other taxes which apply in the country to which the products are delivered.
What are my delivery options?
We offer three delivery options; two choices for home delivery, or you can collect from a store:
Royal Mail Tracked Delivery (1-3 working days)
Orders under £50 £2.95
Orders over £50 FREE
Tracked in 5 locations. Does not require a signature. 97% guaranteed to arrive within 24 hours.
Royal Mail Express Delivery (1-2 working days)
Orders under £200 £5.95
Orders over £200 FREE
Guaranteed to be delivered before 1pm*. Requires a signature.
Store Collection (1-3 working days)
All orders FREE
Collect your order from our Luxe by Hugh Rice stores in Hull and Beverley.
*Please note all Royal Mail Express Delivery orders must be placed before 2pm Monday to Friday to be delivered the next working day. When the above services are not available we will send parcels Royal Mail 1st Class Recorded Signed For.
I’ve chosen Click and Collect, how do I collect my order?
Click and Collect orders will be ready to collect within 1-3 working days and you’ll receive email confirmation when your order is ready to collect.
Please bring proof of identification with you when you visit the store, the Click and Collect point will be signposted, or feel free to ask a colleague for assistance.
How long will delivery take?
The delivery times for each service are:
Royal Mail Tracked Delivery 1-3 working days
Royal Mail Express Delivery 1-2 working days
Store Collection 1-3 working days
Please see ‘Orders’ above for more information on dispatch times.
Can I leave instructions for the delivery?
Unfortunately, we are unable to follow special instructions for delivery. If you need to speak to us regarding an order please email us at firstname.lastname@example.org or call us on 0880 342 3180.
How do I track my order?
We aim to keep you informed on the progress of your order every step of the way. Once your order has been placed you will receive a confirmation via emails. You will then receive a confirmation of dispatch via email once our dispatch team has posted your order.
You will also receive an email or text from the Royal Mail to confirm they have received your order for delivery. They will provide a tracking number which can be used to track your order here https://www.royalmail.com/track-your-item.
I live outside the UK can I purchase a gift for a friend or relative in the UK?
Yes, we ship to all UK address and orders can be placed from most countries outside the UK providing the delivery address is within the UK. Unfortunately, we are unable to deliver to any addresses outside of the UK.
Can I have my order delivered to a different address than my own?
You will be provided with the opportunity to enter a different shipping address during the checkout process. Orders can be delivered to addresses other than the bill payers at our discretion.
Can I have my order gift wrapped?
We are delighted to offer a complimentary gift-wrapping service. Simply choose the gift wrap option when placing your order for a beautifully-wrapped gift. You also have the option to write a gift tag message, which we will write by hand for a personal touch. A blank gift tag will be provided if you do not request a message.
Please note we are unable to gift wrap all items, it will be shown on the product page if an item is eligible for gift wrapping.
Will my order be sent with official brand packaging?
We are an authorised retailer for every brand we stock. When available, we will dispatch your order with all packaging provided to us by the brand.
Can I return my order?
In the unlikely event that you are not delighted with your purchase from us then please return it within 30 days of its receipt either in store or online. Please ensure it is unworn and in its original packaging*, and we will provide a full refund or exchange (this excludes Gift Cards, personalised and bespoke items unless they are faulty).
All refunds will be processed using the same method of payment as your purchase.
Please note that we cannot offer an exchange or refund for any faults that are caused by misuse, accidental damage or improper care of the product.
Unfortunately, we cannot accept returns on earrings and cleaning products due to hygiene reasons unless they are faulty.
Please also note our smartwatch and activity tracker range are sold in sealed packaging; once the seal is broken your watch or tracker is no longer eligible for a refund unless faulty.
For any promotional offers, please refer to their specific terms and conditions.
This does not affect your statutory rights.
*Items must be returned in the same packaging, and must be packaged exaclty as received; watches must be placed on the box cushion, and jewellery must be secured to the packaging if applicable. We cannot accept returns that are not packaged properly.
How do I return my order?
To return an order, please follow these instructions:
- Fill out the returns slip, stating whether you would like a refund or exchange (for exchanges, please state what you would like to exchange for), and provide a reason.
- Place the item and returns form in suitable packaging, the original packaging can be used if in good condition.
- Apply the pre-paid postage label included with your order to the parcel. If needed, a new label can be created at www.royalmail.com/track-my-return/create/455, with the option to print at home or at your local Post Office with Labels to Go.
- Please make a note of the tracking number on the label, as we can use this to track your return.
- Take the parcel to your local Post Office to be posted.
I don’t have access to a printer, how can I print a new label?
If you do not have access to a printer, you can use the Royal Mail's Labels to Go service to print at one of their branches. Full details are available here:
Once we receive your parcel, your request will be processed by our returns team. Please allow up to 7 working days for your return to be processed.
How do I return an item for repair?
If an item purchased from us requires a repair, please return it to us following the guidance above ‘How do I return my order?’, including a note of any fault instead of the returns slip.
Please be aware repair times can vary depending on the manufacturer, nature of fault, and warranty coverage, therefore it is often useful to get in touch with us prior to returning the item so we can provide additional advice.
Additionally, an item purchased online can be returned to any of stores for repair.