FAQ’s
Refer to the FAQs for solutions to frequently asked questions. It may prevent the need for reaching out via email or phone.
How can I place an order?
Placing an order with Pure Luxe Living is easy. Simply browse our website, select the items you love, and add them to your cart. Once you're ready, proceed to checkout and follow the prompts to complete your purchase.
What payment methods do you accept?
We accept all major credit cards, including Visa, Mastercard and American Express. We also offer the option to pay with PayPal, Apple pay, Shop and GooglePay for added convenience.
Do you offer international shipping?
We regret to inform you that we unable to offer international shipping at this time
What happens next after placing an order?
After placing an order, we will pre-authorise your card, however your card will not be charged. We will contact our supplier to confirm the product you purchased is available for immediate shipment. Once confirmed we will process the payment and your order will be dispatched.
What are the delivery costs?
Enjoy Free Delivery Within Mainland UK.
How do i track my delivery?
We will notify you via email once the order has been dispatched and you will receive the tracking details.
When will my goods be delivered?
Once your order for in-stock items is placed, it will be shipped within 3-5 working days.
What happens if my goods arrive damaged?
Report any issues within 2 days. Photograph damages and upload to returns@pureluxeliving.co.uk. Keep original packaging, and we will replace any Faulty/Damaged goods free of charge.
We advise you not to accept delivery of any visible damaged items.
How do i get a refund?
We will notify you once we've received and inspected your return and let you know if the refund was approved or not. If approved you will be refunded on your original payment method within 10 business days according to your bank or card company processing the refund.
All returns must be in the original packaging and in the same condition as it was received and with proof of purchase.
What if i want to return a product?
We accept returns if an item arrives damaged or if we've delivered an incorrect item. This must be reported within 3 working days to returns@pureluxeliving.co.uk.
We also accept returns if you change your mind. You have 14 days to claim your return to returns@pureluxeliving.co.uk. However it is important to note that It is the customers responsibility to organise and cover the cost of return shipping and a 20% restocking fee will apply. We recommend using a trackable shipping service to ensure that your return reaches us safely.
All returns must be in the original packaging and in the same condition as it was received and with proof of purchase.
For hygiene reasons we are unable to accept the return of any mattress, divan or mattress protector where the original packaging has been removed or where the item has been used.
How do i cancel my order?
Your order may already have been processed and be on it's way to you. You have the legal right to cancel your order within 14 days of receiving goods. However charges will apply to return the item. Products must be unused and in their original packaging.
Non deliveries
If your order delivery is unsuccessful or rejected, additional charges will apply for any further delivery attempts.
CONTACT US
Telephone: For all queries you can call us on 0333 090 7127 between 10am and 4pm Monday to Friday.
Email: If you have a query relating to an order you have placed or for any other assistance, please email us at support@pureluxeliving.co.uk