FAQ
Welcome to the Luxynaty FAQ section — your quick guide to shopping with confidence.
Below you’ll find answers to the most common questions about our products, service, and policies.
Need further help? Our customer care team is always here to assist:
📧 Email: care@luxynaty.com
📞 Phone: +448085310383
🏢 Address: 306 Bethnal Green Road, London, E2 0AG, United Kingdom
General Questions
Q: What is Luxynaty?
A: Luxynaty is a UK-based online women’s fashion store offering minimal, elegant, and timeless pieces designed for everyday wear. Our collections are carefully selected to balance style, comfort, and confidence.
Q: How can I reach customer support?
A: You can contact us at care@luxynaty.com or call +448085310383 during our support hours.
Orders & Shipping
Q: How do I place an order?
A: Browse our products, choose your favourite pieces, add them to your cart, and check out securely through our online store.
Q: What payment methods do you accept?
We accept major credit and debit cards:
▹ Visa
▹ MasterCard
▹ American Express
All payments on luxynaty.com are processed in GBP (£).
Q: How long does delivery take?
A:
▹ Orders are processed within 1–2 business days
▹ Standard UK delivery takes 2–5 working days
Most customers receive their parcel within 3–7 working days from order placement.
Q: Do you offer international shipping?
A: No. Luxynaty currently ships within the United Kingdom only.
Q: Is shipping free?
A: Yes! We offer free standard UK shipping on all orders.
Q: Will I receive tracking information?
A: Yes. Once your order is dispatched, you will receive a shipping confirmation email with your tracking link.
Returns & Exchanges
Q: What is your return policy?
A: You may return or exchange eligible items within 30 days of delivery. Items must be:
▹ Unused
▹ Unworn
▹ Unwashed
▹ In original packaging with tags attached
Q: How do I return an item?
Email care@luxynaty.com with your order number and reason for return.
If approved, we’ll send:
▹ A free printable UK return label
▹ Packing instructions
▹ A Return Authorisation Number
Q: How are returns handled?
All returns are processed by mail.
You will receive a free pre-paid return label and can drop your parcel at the nearest approved courier point.
Q: Do I have to pay for return shipping?
A: No. All approved returns include a free UK pre-paid return label.
Q: Can I exchange a product?
A: Yes. Exchanges are accepted within 30 days for:
▹ A different size
▹ A different colour
▹ A different product of equal value
Replacement items are shipped free of charge.
Q: How long do refunds take?
A: Refunds are processed within 7 business days after your returned item is received and inspected.
Refunds are issued to your original payment method in GBP (£).
Q: Are there items I cannot return?
Yes, the following cannot be returned:
▹ Underwear and items removed from sealed packaging (for hygiene reasons)
▹ Personalised or custom-made items
▹ Items marked as non-returnable
Products
Q: Are your products high quality?
A: Yes. Every item at Luxynaty undergoes quality checks and is selected for durability, comfort, and timeless style.
Q: How do I choose the right size?
A: Many product pages include a size guide.
If you’re unsure, feel free to email care@luxynaty.com— we're happy to help.
Q: Do you offer sustainable products?
A: We are committed to expanding our collection with responsibly sourced and eco-friendly items over time.
Account & Security
Q: Do I need an account to shop?
A: No. You can checkout as a guest.
Creating an account simply makes it easier to:
▹ Track your orders
▹ Save your details
▹ Access exclusive offers
Q: Is my personal information secure?
A: Yes. Luxynaty uses SSL encryption and secure, PCI-compliant payment processors to protect your information.
Q: How do I subscribe to the newsletter?
A: Scroll to the bottom of our homepage and enter your email. You'll receive updates on new arrivals, promotions, and exclusive offers.
Contact Us
Email: care@luxynaty.com
Phone: +448085310383
Address: 306 Bethnal Green Road, London, E2 0AG, United Kingdom
Support Hours (GMT – London):
Monday–Friday: 9:00am – 5:00pm
Saturday & Sunday: 10:00am – 2:00pm
▹ We respond within 24 hours.
▹ For more support, visit our Contact Us page.