FAQ

What is your shipping time?

Our shipping time for standard orders is 3-6 business days. Express orders are 1-3 business days. A tracking number is provided which will be updated via email.

What courier service do you use?

All orders are sent out using the Royal Mail.

What is the returns process?

We gladly accept returns for eligible items within 14 days from the date of purchase. To be eligible for a return, the item must be unused, in its original packaging, and accompanied by the original proof of purchase. It is the buyer's responsibility to cover postage. Please ensure there is a tracking number to prevent complications further down the line.

Upon receiving your returned item, our dedicated team will inspect it to ensure it meets the return eligibility criteria. Once approved, we will initiate the refund process. Please note that it may take 3-5 business days for the refund to be reflected in your account, depending on your payment method.

Certain items may be non-returnable or non-refundable due to hygiene reasons or other considerations. These may include, but are not limited to, earrings, intimate apparel, and customized or personalized items. Please check the product description or contact our customer service team for clarification.

Can I exchange an item?

If you wish to exchange your purchase for a different size, color, or product, please contact our customer service team. We will guide you through the exchange process, ensuring a smooth and efficient transition. Exchanges are subject to product availability. Essentially the customer would be responsible for sending the item(s) back before it undergoes an inspection process - should this be satisfactory, an exchange can take place. Any surplus price difference is the seller's responsibility. We are happy to compensate the difference for a lower priced item. Like our refunds, it may take 3-5 business days to be reflected in the customer's account.

What if I receive a damaged or defective item(s)?

In the rare event that you receive a damaged or defective item, please notify us immediately. We will arrange for a replacement or issue a refund, including any applicable shipping charges. Our goal is to rectify the situation promptly and to your satisfaction.

At Luxe Souk, we value your trust and satisfaction. Our refund and exchange policy is designed to make your shopping experience enjoyable and risk-free. If you have any questions or concerns, please do not hesitate to reach out to our customer service team – we are here to assist you every step of the way. Thank you for choosing Luxe Souk, where your happiness is our priority.