SIZE GUIDE - RUNAWAY THE LABEL

Please refer to our sizing chart below to help determine your measurements. As sizing can vary from garment design, fabric and structure, we suggest using our sizing chart as a general guide to finding your measurements. If you have any sizing concerns, please contact us at info@forluxesake.co.uk

HOW OFTEN DO YOU DISPATCH?

We aim to dispatch orders placed Monday - Friday within 24 hours however during busy periods this may take longer. 

Next Day Delivery by Royal Mail is only available at certain times, please check this is available before placing your order.

Pre-Orders will usually be dispatched the next working day after stock is delivered. Please scroll down to see more information regarding Pre-Orders.

WHAT DELIVERY PROVIDER DO YOU USE?

Our UK delivery provider is Royal Mail.  All orders are shipped via a Signed For / Tracked service.

Next Day Delivery by Royal Mail is only available at certain times, please check this is available before placing your order.

• Royal Mail Standard delivery time is 3-4 working days from dispatch.
• Royal Mail Express delivery time is 1-2 working days from dispatch.

Delivery costs are calculated at checkout depending on the weight/value of your order. 

We offer free express shipping on orders over UK £150 and international orders over £300 - this will automatically be applied at checkout.

DO YOU SHIP WORLDWIDE?
Yes we do. All international orders are sent fully tracked. Please note we ship orders DDU (Delivered Duties Unpaid) which means the customer is responsible for paying taxes and customs charges.

We offer Free Shipping on International Orders over £300

WHY HASN'T MY ORDER BEEN DISPATCHED YET?

Please double check if your order contains a Pre-Order item, or there could be an issue with your order, if this happens we do our best to contact you as soon as we are aware.

WHAT HAPPENS IF MY ORDER ARRIVES LATE / GETS LOST?

Unfortunately sometimes our couriers experience delays in delivering your order, we do apologise if your order doesn’t arrive within the timeframe advised but this is out of our control, once the parcel is handed over to the courier we have the same visibility as you do to tracking/delivery information.
Unfortunately we cannot make a claim or ask our courier to investigate a delayed/missing parcel until at least 10 working days have passed since the item was due to be delivered. Some couriers can take up to 30 days to investigate. As we are a small business we cannot afford to resend or refund your order until this time has passed.

CAN I COLLECT MY ORDER?

Of course, we're located in Stalybridge, Manchester, our post code is SK15 2ST. You'll see the 'Pick Up' option at checkout. This is a home address, please contact us to arrange a suitable collection time. 

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PRE-ORDERS

By placing an order for a Pre-Order item you are agreeing to an estimated dispatch date. This is subject to change as it is dependent on supplier availability and is beyond our control. When delays do occur we try our best to keep customers updated. 

HOW DO I KNOW IF I AM ORDERING A PRE-ORDER ITEM?
When clicking on your required size, instead of seeing the green 'Add to Bag' you will see 'Pre-Order Now'. If you are unsure please contact us.

WHAT IF I ORDER AN IN STOCK ITEM AND A PRE-ORDER ITEM?
If you order multiple items and one of these is Pre-Order and the other is In Stock, the In Stock item will be held back until the Pre-Order item arrives and both will be shipped together, as we are a small business it is too expensive for us to part ship. If you require the in stock item before the pre order item is due to arrive we recommend placing separate orders.

CAN I CANCER MY PRE-ORDER? 
Yes, please contact us as soon as possible if you'd like to cancel. We do charge a 4% fee to cover our card processing fees. This will be deducted from your total refund amount.

 

What is your returns period?

• Your return must be posted back within 14 days of being delivered to be eligible for a refund.
• For Example: If your order was delivered 10th May, you have until 24th May to post this back.
• Returns posted outside of the 14 day period will not be eligible for a refund.
• If you wish to return your order outside of the 14 day period, we will accept this on a 'Credit Note' basis up to 28 days after your order was delivered. This means you will be issued an e-gift card to use on our online store. The e-gift card will be emailed to you, and will be active for 1 year. 

What items are returnable?

• If for any reason you are not completely happy with your purchase, we will happily accept a return for full refund (T&C’s) apply, as long as the garment is unworn, in its original condition and still has all security tags and labels attached; further details below:
• Please do your best to try on, handle and repackage the items with the utmost care. We will ONLY accept refunds if items are returned to us in their original condition which means unworn, undamaged, free from fake tan/makeup any other stains, pet hairs, perfume, deodorant and have the original tags attached.
• If an item is returned to us in unsatisfactory condition or outside of the 14 day period the return will not be accepted and re-sent back to you.

How do I return?

• Please email info@forluxesake.co.uk with the subject title 'Returns Request' OR leave a message via our Live Chat.
•  Copy the below into the email/message and add the relevant info
  Customer Name:
  Customer Order Number:
  Items being returned:
  Reason for return:
• Please allow 24 hours for approval. You will receive an email with instructions on how and where to return.
• We will only process returns which have been approved via email prior to sending.
• PLEASE ensure you use a tracked/signed for service with appropriate cover. / insurance incase your parcel is lost / damaged. We cannot be held responsible for returns going missing -  Unfortunately this is becoming more common. Please keep hold of your proof of postage until your return has been received and processed by us.

Can I get my shipping fees back?

• Original shipping charges are non-refundable

Do you charge a restocking fee for returned items?

• We don't charge a restocking fee for returned items, a restocking fee is only charged when a customer changes their mind and requests to cancel an order before it has shipped. This is to cover card processing fees.

Have you received my return?

• If your tracking shows your return has been delivered to us then don't worry, we have it, please note you will only receive an email to say your refund has been processed. We usually process returns once a week so please allow 7 days for us to process. If it's been more than a week and you haven't received an email from us, please get in touch with your proof of postage / tracking so we can investigate. 
• If for whatever reason we do not receive your return, as you are the sender it is your responsibility to contact the courier to obtain compensation. This is why it is important to keep hold of your proof of postage and always post your returns via a tracked / signed for service with appropriate insurance/cover. Depending on which courier you use there may be a short time frame to raise a dispute - please keep this in mind. Based on experience, parcels posted from the UK which are not delivered within 7-10 days would usually be classed as lost and would need to be claimed for. We cannot do this on your behalf but can definitely help point you in the right direction.

How soon will I get my refund?

• Once your return is received and inspected, if satisfactory your refund will be processed, and a credit will automatically be applied original method of payment, within 10 working days.