Customer Support

Deliveries are handled by Royal Mail and Hermes. Shipping starts from £1.95 for members and £7.95 for non-members. 

Important! We deliver to mainland UK and Northern Ireland only.

Luxplus ApS is responsible for your order until delivery.

The expected delivery time is 4–6 business days from the moment the distributor receives the package.

You can choose delivery with Royal Mail or Hermes.

Royal Mail: Usually delivers directly to your door. If delivery isn’t possible, the package will be redirected to the nearest parcel shop and you’ll be notified.

Hermes: Choose home delivery or pickup at a Hermes ParcelShop. If home delivery fails, the parcel will be redirected to the nearest shop and you’ll be notified.

Unfortunately not, it is not possible to buy or pick up goods at our address. All products are only available online at Luxplus.co.uk and will be delivered directly to your chosen address.

The carrier usually delivers directly to your door. However, they reserve the right to deliver to the nearest parcel shop if delivery isn’t possible (e.g., locked door, oversized parcel, or unsafe conditions). You will be notified if this happens.

Luxplus.co.uk orders can only be delivered within mainland UK and Northern Ireland. International delivery is not available.

Please check your package immediately. If it is damaged or is missing something, please contact us within 7 days.

Please include a short description, pictures of the package (with visible label), and do not throw away the packaging.

If the package appears damaged or has been resealed by the carrier, we recommend that you refuse delivery and notify us.

If your parcel is returned to us because it wasn’t collected in time, don’t worry — just reach out to us here. A £2.99 return fee will be deducted, and we’ll refund the rest of your order either as BeautyCash or back to your original payment method.

You can contact us here.

Please contact us immediately, so we can start an investigation.  You are required to reach out to us no later than 3 days following the delivery service's confirmation.  Kindly ensure that you attach the form DOR-EN-Receiver-statement1.pdf when you contact us, as this will enable us to create a case with the carrier. If you contact us after 3 days, unfortunately we cannot start a case you for the package.  The form must be completed in its entirety. You can locate all necessary information, including your order number and tracking number, on your profile. Contact us here.

Luxplus is a Danish company, and all orders are shipped from our warehouse in Denmark. Because of this, small delays may sometimes occur — thank you for your patience! If you have any questions, feel free to reach out via our contact form.

To create a membership with us, you simply need to complete your first order at the membership price. Then you will create an account and become a member.

Big savings, all year
Enjoy member prices that feel like sales – every single day.

20,000+ products
From beauty to wellness and household essentials – all at member prices.

Top brands & new trends
From beloved bestsellers to tomorrow’s favorites.

Earn BeautyCash
Get up to 4% back on every order and use it as instant discounts next time.

Loyalty rewards
Enjoy extra up to 20% extra off your favorite brand each month

You can cancel your membership here.

You can terminate your membership at anytime by contacting us or by logging onto Luxplus.co.uk and clicking “My Profile” and then pressing "Cancel Membership" and follow the steps. 

You can cancel your membership at any time after the first 24 hours. If you cancel during the 14-day trial period, your membership will end immediately.

Membership cannot be canceled while an order is being processed (usually within 24 hours); please try again once the order has shipped.

If you accept a stay-on gift and continue your membership, you will remain at the same level until regular payments resume.

It only costs £8.99 every 30 days to be a member – and you get the first 14 days completely free as a new member.

This means you can experience some of the membership benefits without paying a single pound during the first 2 weeks.

And here’s the best part: The longer you stay a member, the more benefits you unlock.

When you’re logged in and place a new order at member prices, a £8.99 membership fee is automatically added to your order. 
This covers one month, and your membership becomes active again as soon as the order is completed.

After the initial 24-hour period, during which the subscription is locked for technical reasons, you may cancel your subscription at any time. The subscription will then end at the conclusion of the paid period.

If an order is in progress, membership cannot be canceled until it has been dispatched, typically within 24 hours. Please try again once your order has shipped.

If canceled during the free trial, the membership ends immediately, and access to the remaining trial period is unavailable.

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.

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 BeautyCash that is shown on your account. Read more about this under "What is BeautyCash?".

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 profile" 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. 

To make purchases at Normal Price without a membership, please follow the steps below:

• Select all products you wish to add to your basket to Normal Price.
• Decline the option for free shipping.
• Proceed to the payment process.
• Create a customer profile to store your orders along with your information, facilitating future purchases.
• Please ensure to double-check that you have not added a membership to your shopping basket.

When you accept the terms at Luxplus, you begin with a 14-day free trial. After the trial period, the membership automatically renews, and £8.99 will be charged every 30 days to the payment card you provided. The membership continues until you actively cancel it.

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.

Remember to check your spam folder.

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.
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 still experience problems logging in, please contact us so we can help you.

When you shop with us, we collect your name, address, and telephone number, which are stored in our secure customer directory and accessible only to Luxplus customer service. We 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 work only with trusted EU-based or adequately protected data processors, who handle information solely on our behalf. All customer data is transmitted encrypted and never sold or shared with third parties.

As a customer, you have the right to access, correct, or request deletion of your data, as well as object to its registration. 

If you sign up for our newsletter, we register your email address, which is never shared with others.

If you paid with Klarna Pay Later, your membership is renewed automatically until canceled. Each renewal generates an invoice, which Klarna sends about 30 days later. That means you might receive an invoice even after canceling—this invoice usually covers the period before your cancellation.

You can check the order date (when the invoice was created) in Klarna—it’s not the same as the due date.

If you’re unsure what period your invoice covers, please send it as a PDF to our customer service. To download it, open the Klarna app and tap the three dots in the top right corner.

Yes, if our warehouse hasn’t started processing it. 
Go to My Orders in your profile, click the info button next to the order, and then Cancel Order. 

Please note that cancellations by email are not possible, and if you place a new order before the first is processed, the orders may be merged and can’t be cancelled separately.

Please check your spam folder first. Make sure your email address is correct, and contact us if it needs to be updated. You can also view all your orders anytime under My Orders in your Luxplus account.

We accept payments via Altapay, Klarna, or PayPal. On luxplus.co.uk you can pay with 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 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.

If you can’t find your invoice in your email, you can always download it from your Luxplus account. 
Simply log in at the top right, go to My orders, click the info icon and select Get invoice.

With the guest price, you can enjoy a special discount on one selected product – no membership needed! All other items in your cart will remain at normal price.

In the event that you do not receive your order confirmation within 24 hours, please check your spam and other email folders. Make sure your email address is correct and contact us if it needs updating. 
If you still haven’t received it, the order may not have gone through. 
You haven’t been charged—any payment reservation will be released within 5 working days. If it isn’t, please contact us with a screenshot of the reservation.

If your order went through, a confirmation email should arrive shortly. You can also see all your orders under My orders in your Luxplus account. Didn’t receive a confirmation or can’t find the order in your profile? 
No worries – contact us and we’ll sort it out quickly!

Log in to your member profile, go to My Benefits, and you’ll find your BeautyCash balance there.

BeautyCash doesn’t expire while your membership is active. After your membership ends, it expires after 30 days, but can still be used if you reactivate your membership within these days. BeautyCash cannot be exchanged for cash or transferred to another member.

You can choose a brand, where you get an extra discount on all products from that brand for 30 days. You get the discount as soon as you have chosen your brand. The discount depends on how long you have been a member. 

 Level 1 – Beauty Babe:  5% discount on a brand of choice. 

 Level 2 – Beautista:  10% discount on a brand of choice. 

 Level 3 – Beauty Bestie: 15% discount on a brand of choice. 

 Level 4 – Beauty Boss:  20% discount on a brand of choice. 

When the 30 days have passed, you can choose a new brand.

You can use your BeautyCash as a discount on your next order by applying it in your basket before checkout. 

Note! BeautyCash can only be used during a paying month, not during the free trial period.

Log in at the top right corner and go to “My Luxplus” → “My Benefits.” 
On your membership page, click “Brand Discount” and select your preferred brand for the month.

Every month you can pick from a wide selection of wonderful and popular brands. We regularly add exciting new options, so there’s always something fresh to discover. The available brands are shown directly in the brand discount list – simply choose your favorite and enjoy your extra savings all month long.

We are continuously working to get our sold-out products back in stock. Unfortunately, it can sometimes take a few weeks or months before the products are back in stock, and unfortunately we cannot say exactly when certain products will be back in stock.

When you are logged in, you can click on the "bell" button to automatically sign-up to receive a mail when the product is back in stock.

We buy our products from some of the largest and most established suppliers throughout the EU. 

We can guarantee with 100% certainty that all the products that you purchase from us are genuine.

We currently have one store in Roskilde, Denmark, and hope to open more in the future.

At Luxplus ApS, you have a 24-month warranty from the day of delivery, as long as the defect is not caused by misuse or damage. Normal wear and tear is not considered a defect, even within the warranty period, and products with a limited shelf life are also excluded.

Please note that we do not offer a “satisfaction guarantee.” Complaints are not accepted if you simply dislike the product, react to the listed ingredients, or if no defect is present.

To submit a complaint, contact us with your order number and at least two photos or a video clearly showing the defect. Keep the product and packaging until the case is resolved.

Please contact us and include your order number and a photo of the product you received. 
Please keep the product until the case has been resolved.

If you experience side effects from a product, please contact your doctor, who can report the case to the relevant authorities. 
You may also contact the product’s manufacturer directly. 
Please note that we do not offer a “satisfaction guarantee” so allergic reactions to clearly listed ingredients cannot be claimed as a defect.

We’re sorry to hear you have received a damaged product or parcel.
Please provide us with your order number, min. 2 photos of the box and the damaged product from multiple angles, specify which product is damaged, and add a description of the issue.

Please keep both the product and the packaging until we have resolved the issue.

Unfortunately, we don’t offer exchanges. 

If you don’t want to keep the product, you can return it—see “What do I do if I regret my purchase?” for details.

Repeated or excessive returns, suspected use of products prior to return, or other forms of policy misuse may lead to consequences. Such practices can negatively impact the environment and the integrity of our services.

We reserve the right to reject future orders and terminate memberships if our return policy is systematically violated.

The return fee is paid by the customer. For details, see “What do I do if I regret my purchase?”.

We don’t provide a “satisfaction guarantee.” This means returns or claims can’t be accepted for products that have been opened or used but simply didn’t meet your personal preferences. If you’re unsure about a new product, we recommend trying it in a physical store first.

For those who know they may be sensitive to new ingredients, it’s a good idea to test the product on a small patch of skin and wait 24 hours before full use. This way, you can make sure no unwanted reaction occurs.

The time it takes to process a claim can vary depending on the case. Since our warehouse is located in Denmark, the process may take longer than usual, especially if products need to be returned or inspected. We do our best to handle claims as quickly as possible and will keep you updated throughout the process.

We’re sorry to hear that you’re not satisfied with the outcome of your claim. Your feedback is very important to us. If you’d like us to review your case again, please contact our customer service team and provide your claim reference number. We’ll make sure your case is reassessed and do our best to find a fair solution.

We’re sorry if something was missing from your delivery. Please contact our customer service team with your order number and details of the missing item. We can then investigate the issue with the person responsible for the package at our warehouse and get back to you with more information.