CUSTOMER SUPPORT

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 2-6 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 deliver 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 via mail ([email protected]) mentioning that this happened. We will then refund the amount of your order (without the shipping costs) in BonusCash or to your bank account. 

Luxplus is a unique, members concept. Membership entitles you to savings of up to 80% on thousands of products ranging from exclusive brands to well-known everyday items. You save an average of £30 or more on each order and rapidly earn back your monthly membership fee through significant savings.

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 terminate your membership at anytime by contacting us via email at [email protected] (we reply within 24 hours on weekdays) 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. 

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 [email protected].
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.

Contact us here.
We strive to respond within 72 hours on weekdays.

The prices on Luxplus.co.uk are daily prices, and we reserve the right to change prices and information on the site at any time without notice. Both factual and price information is provided subject to proofreading errors, incorrectly stated description and technical specifications. We endeavor to provide as accurate information as possible on Luxplus.co.uk, but in the event of problems, we do not accept responsibility for any errors, costs or losses caused by incorrect information on the page or by incorrect use.

All our products are ordered directly from the largest suppliers with a guarantee for authenticity in the EU. Because of this, the appearance of some products may vary, have a different language or differ in color.

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 write to us on the email: [email protected]

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'.

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, 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.

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".

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.

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.

When you shop at Luxplus, you earn BonusCash at the same time. The amount of BonusCash depends on which products you buy. Your earned BonusCash is automatically deducted from your next order. If you have earned 5 BonusCash, you will therefore receive a discount of  5 GBP on your next order.
Your BonusCash will automatically be awarded as a cash discount on your next order in the ratio 1:1. Eg. 9 BonusCash will give you a discount of  9 GBP. Earned BonusCash cannot be used during your free trial period.
Only members of Luxplus are awarded BonusCash.

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.

We buy all products directly from our European suppliers and store them in our own warehouse. In this way, we avoid expensive middlemen who usually add an extra fee to the product price.

Our experienced buyers create unique agreements with the largest distributors in the EU, and with the help of their negotiation and purchase of extra large batches of goods, we can push prices down as far as possible.

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.

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

Please contact us at [email protected] and we will provide you with a solution. Furthermore, we will contact the distributor and we recommend that the customer also contacts them themselves.

If you wish to return your order, please do so without undue delay (90 days at the latest after notifying us of your decision to return your purchase). You are required to cover any expenses related to returned products. It is your responsibility to make sure that any products that are to be returned are securely packed. 

If you wish to cancel your purchase, send your product (s) to: 

Luxplus
Unit 1
Station Court
Station Lane
NR9 3AY Hethersett

In order to expedite the return process, please include a copy of your order confirmation in addition to the product(s) that you are returning. If you no longer have your order confirmation, you may also include the email address used when placing the order or the order number itself. 

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.

When we receive the returned goods, we check the status of the goods and based on that we refund all payments received. Refunds are issued in the same format as the original payment method. Delivery expenses are only approved in case of complaints (damaged goods) and only when the complaint is merited and approved.

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 [email protected], 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 [email protected] 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.

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.

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 ([email protected]) 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.