FAQs
Please read our COVID Update first.
Please refer to Luxury Loft Co.'s COVID Update page here for the most up-to-date information.
My Order
KLARNA FAQS
Laybuy FAQS
CLEARPAY FAQS
How can I track my order?
If you have any queries regarding order tracking, please contact us via our Contact Us page or at hello@luxuryloftco.com.
can i change the currency I shop and pay in?
I would like to place a custom order or customize my order. Is this possible?
I placed an order but I am unsure if it went through. How can I check?
Can I amend order details (i.e. address, name, phone) after i have already placed my order?
We recommend that you contact your local post office with the order tracking information if the order has shipped to see if they are able to re-route your order for you or allow you to collect it from them.
Can I amend items in my order (i.e. change item, add item, cancel item) after I have already placed my order?
However, if it has been less than 24 hours since your order has been placed, please contact us ASAP at hello@luxuryloftco.com or via our Contact Us page with the subject line ORDER REVISION [ ORDER NUMBER – CUSTOMER NAME ] so we can look into this for you. Please note, that we cannot guarantee your order will be able to be amended within the 24 hour time period as our designers and suppliers may have already started to work on your order. In this instance, we are only able to offer refunds if you follow the instructions set out in our Returns & Refunds Policy.
I forgot to apply my discount code or the discount code did not seem to apply. What can I do?
Delivery & Shipping
what are your delivery/shipping times?
Please refer to Luxury Loft Co.'s COVID Update page here for the most up-to-date information.
Smaller Item Deliveries
The expected delivery timeframe for these items is 4-5 working days.
Smaller items are generally sent via trackable couriers such as Royal Mail, Fedex, APC or DPD. A tracking service and an ETA of arrival is given for 99% of orders where applicable.
Please leave a contactable mobile phone number and email when placing your order to ensure the couriers can contact you via phone or email to confirm, arrange, or re-arrange delivery where possible.
Larger Item Deliveries
The expected delivery timeframe is 4-8 working days.
Your order will be delivered by either the brand / supplier’s own home delivery team or verified third party logistics companies who specialise in furniture and high value bulky item deliveries.
Our delivery team will be in contact to arrange your delivery once your order is placed. Please leave a contactable mobile phone number and email to ensure the couriers can contact you via phone or email to confirm, arrange, or re-arrange delivery where possible. In most cases, delivery will include a ETA time slot and confirmation by email or text message.
Deliveries are made during the working week Monday-Friday unless in special circumstances where arrangements can be made at additional cost for a weekend delivery.
Please be aware it is the customer's responsibility to check that any orders will fit through doorways, stairwells and staircases. If you are in any doubt, please raise your concerns with the team who can advise at the time of your delivery being booked.
Important to Note
At any one time, we can have anywhere up to 15,000 products on our website. While stock is updated several times a day and many of our items are in stock and available for immediate dispatch, please note that stock levels and delivery timeframes are approximate only.
Products that are pre-order, made to order, bespoke, or not in stock will be commissioned to be made for your order and may have different delivery timeframes than our immediate despatch and in-stock items. Items that require one or two-man delivery may also have different delivery time-frames.
Any difference or changes to stock or delivery at the time of placing your order will be fully communicated to you immediately. Please do get in touch if you have any specific requirements.
Estimated delivery times are also found on each product page. Please note that all shipping times are approximate and may vary depending on factors outside of our control such as your geographical location, your country’s postal and customs regulations, and your local post office.
- Delivery dates acknowledged by Luxury Loft Co. are non-binding estimates only, based upon the best available information concerning manufacturers lead times and transportation schedules. Estimated delivery dates will be considered as accepted by the buyer unless disagreement is notified to the Company in writing within 24 hours of order placement. Extended delivery times communicated to the customer by Luxury Loft Co. will be considered as accepted by the buyer unless disagreement is notified to the Company within the grace period communicated to the customer following order placement. Special delivery conditions requested by the buyer should be given in writing at the time of order placement and will be considered by the Company and if necessary conditions and charges may change accordingly. From delivery or placement into storage all risks for the goods pass to the buyer. -
Where do you ship to and how much are shipping costs?
Please keep in mind that the free shipping cost may be subject to change in the future. If so, we will communicate this to you right away. In this instance, shipping cost(s) will be calculated and added at checkout based upon your shipping address and factors like item size and weight.
You may be liable for customs/excise charge for certain items. Some artisans & suppliers choose to list the lowest possible value allowed for the item to accommodate for this, this is not the true value of your item(s) and we have little to no control on the amount listed. If you have any concerns about this or would like a certain value to be declared, please contact us before placing your order or as soon as possible after purchase. Shipping to areas outside of the U.K. is possible - please contact us for approximate quotes.
I would like to receive my order sooner than the expected delivery time. Is this possible?
However, if you would like to receive your items faster, please contact us (BEFORE placing your order is best as our hands are tied if your order has already been shipped) for express delivery options, times, costs and availability.
Prices for this generally start from around $25/£25 depending on factors like item size and the country you are located in.
Express delivery options may not be available for certain countries or for items from certain designers and suppliers. This is due to aspects such as your item being bespoke and hand-made to order and your country's customs regulations.
Please also note that while our suppliers and ourselves will do as much as we can to have any required paperwork in order for customs, customs processing times (if required for your order) are out of our control.
Will all of my order items arrive at the same time?
In order to optimize delivery times, items may be shipped in separate packages or at different times. If items in your order are offered by different artisans, are of a bespoke/made-to-order nature, or are being fulfilled by warehouses in different locations across the world, they are also likely to arrive separately. You will receive tracking information for each separate package that you will receive.
For large items like chandeliers, you may find that these may also arrive in multiple packages to meet weight or packaging restrictions. While every effort has been placed for multiple packages relating to the same item to arrive together, depending on factors outside of our control such as your country’s postal regulations, you may find these to arrive separately. Once again, tracking information is provided for each separate package but if you have any questions, please reach out to us.
Returns/Refunds/Warranties
How do I return an item and/or receive a refund?
We also understand how upsetting it can be if your item arrives damaged or defective. We are committed to making sure this does not happen through performing rigorous quality checks on our products and suppliers to ensure every item is of the highest quality and packaged carefully. In the rare instance your item does not arrive in the condition expected, please contact us in line with our Returns & Refunds Policy.
Please refer to our Returns & Refunds Policy for further information.
My item mentions that it comes with a warranty. How does this work?
Full details of the warranty will be shared with your item upon delivery from the designer and manufacturer but if you have any questions prior to purchasing or receiving your item, do not hesitate to contact us.
For ease, Luxury Loft Co. provides the free service of facilitating warranty service between you and the manufacturer. Please contact us if you would like our assistance in this instance.