FAQs
My Order
CLEARPAY FAQS
Please refer to our Clearpay FAQs here.
How can I track my order?
You can track it here: Track My Order, via the Order Tracking link received in the order email, in your account settings, or at the bottom of any page on our website under the Customer Service section.
If you have any queries regarding order tracking, please contact us via our Contact Us page or at hello@luxuryloftco.com.
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?
Yes, we offer multiple currency options. Click on the settings cog button in the top right-hand corner of the page to choose the currency you would like to shop and pay in.
I would like to place a custom order or customize my order. Is this possible?
Customization is only available for certain items. If there is not a customization option shown when ordering your item, please reach out to us (BEFORE placing your order is best) so we can reach out to the designer and see what options are available.
I placed an order but I am unsure if it went through. How can I check?
Once you place an order, you will receive an email with your confirmation order and listed items of your purchase. If you haven’t received it in your inbox, please check your Spam folder. If the email is not in your Spam folder, please send an email to hello@luxuryloftco.com and we will re-send the confirmation email to you. You should also be able to see all of your order details and history when you log in to My Account.
Can I amend order details (i.e. address, name, phone) after i have already placed my order?
If you would like to amend personal details such as name, address, email, or phone number, please contact us ASAP to change your details. Unfortunately, if your order has already been shipped, we are unable to amend your name or address details nor can we re-route your order. As it is the responsibility of the customer to ensure all details are correct when placing and paying for an order, we cannot offer you a refund nor do we take responsibility for orders placed to the wrong address.
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.
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?
It is the customer's responsibility to double check size, color, product description, etc. and verify you have entered all your shipping address information accurately when placing your order. If you have any questions about an item, please contact us BEFORE placing your order.
You cannot remove or change items from your order online after you have paid and received your order confirmation.
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.
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?
Please contact us ASAP and depending on the circumstances and the value of your order, we will refund you the difference or offer you store credit.
Delivery & Shipping
what are your delivery/shipping times?
Estimated delivery times are found on each product page. Full shipping and delivery timeframe breakdowns and information are found in our Delivery & Shipping Policy.
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.
During busy time periods such as the holiday period of November & December, please allow 1-3 days extra processing and delivery time.
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.
During busy time periods such as the holiday period of November & December, please allow 1-3 days extra processing and delivery time.
Where do you ship to and how much are shipping costs?
We are proud to offer worldwide shipping. We have worked closely with our suppliers to be able to provide this for free for all of our products.
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.
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.
I would like to receive my order sooner than the expected delivery time. Is this possible?
We believe that our unique and high-quality products along with their unbeatable prices are more than worth the wait.
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.
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?
If your order contains multiple items, you may find that these items do not all 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.
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?
Your satisfaction is our #1 priority which is why we offer a 100% Satisfaction Guarantee and 30 Day Money Back Guarantee on every item ordered! For an additional fee, you are able to purchase a longer Money-Back Guarantee at Checkout making the total Returns Period 60 Days.
Our products have been painstakingly curated to transform your space and invoke only happiness in your home and heart. If, for whatever reason, your item is not a perfect fit for your space or you change your mind, contact us within 30 days of your item being delivered as per our Returns & Refunds Policy.
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 within 30 days of delivery so we can process a refund or exchange for you in line with our Returns & Refunds Policy.
Please refer to our Returns & Refunds Policy for further information.
Our products have been painstakingly curated to transform your space and invoke only happiness in your home and heart. If, for whatever reason, your item is not a perfect fit for your space or you change your mind, contact us within 30 days of your item being delivered as per our Returns & Refunds Policy.
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 within 30 days of delivery so we can process a refund or exchange for you 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?
An item's warranty information is normally shared within the product description. If your item is one that comes with a warranty in addition to our 30-Day Money Back Guarantee, the warranty is offered and honored by the designer and manufacturer of that item and is not with Luxury Loft Co. but with the designer and manufacturer themselves.
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.
For all items on our site, including those without details of a warranty in their product description, Luxury Loft Co. provides a 100% Satisfaction and 30 Day Money Back Guarantee. For an additional fee at checkout, you have the option to extend this to 60 Days.
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.
For all items on our site, including those without details of a warranty in their product description, Luxury Loft Co. provides a 100% Satisfaction and 30 Day Money Back Guarantee. For an additional fee at checkout, you have the option to extend this to 60 Days.
General Questions
Where are you located?
We are located in London, U.K. & in North Carolina, U.S.A. However, as the premier online destination for home interiors and furniture, we operate internationally and have multiple warehouses based out of the USA, Europe, Asia, and Australia. We are proud that our carefully selected artisans and suppliers are also international and have studios, workshops, warehouses and factories located all around the world.
How do I contact you?
Full contact information is found on our Contact Us page.
Do you provide discounts to industry members and professionals?
Yes, we are happy to provide discounts on our items to industry professionals who are registered with us. If you are interested in registering, please contact us at hello@luxuryloftco.com.
I am a blogger/influencer and would like to collaborate with you. How can we work together?
Love our items and have a collaboration idea? We would love to hear from you no matter the size of your following as we are always open to partnering with bloggers and influencers who share our passion for beautiful home interiors and decor! Please connect with us across our social media channels and contact us at hello@luxuryloftco.com to start a conversation. Remember to share your media/brand kit with us as well if you have one.
I represent PR/Media. How do I contact you?
Thank you for your interest in Luxury Loft Co. and our artisans. Please reach out to us at hello@luxuryloftco.com to start a conversation.
I am a designer/manufacturer/supplier and would like to have our items available on your store. How do we work with you?
Thank you for your interest in Luxury Loft Co. We are proud to work closely with numerous designers and suppliers to provide our thousands of customers around the globe with high-quality and awe-inspiring home decor and furniture items. Please reach out to us at hello@luxuryloftco.com to start a conversation on working with us.
My question isn't answered here.
Please contact us via our Contact Us page or at hello@luxuryloftco.com.
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