At Lux5, each item is made to order through our authorised production partners. This reduces waste and ensures your order is manufactured specifically for you.
Shipping Information
Delivery Regions
We currently ship within the United Kingdom only.
Fulfilment Time
Our products are made to order. Production usually takes between 2 to 4 business days before dispatch.
Delivery Time
Once shipped, parcels typically arrive within 2 to 5 business days.
Please allow a total of 4 to 9 business days from the time of purchase for delivery.
Tracking
All orders are shipped with a tracking link, which will be sent to you via email once your item has been dispatched.
Delays
While most orders arrive on time, occasional delays can occur due to courier disruptions, peak periods, or weather-related issues. We will notify you if we become aware of any significant delay affecting your order.
Returns and Refunds
Because our items are printed to order, we do not accept returns for reasons such as change of mind, sizing issues, or buyer’s remorse.
However, if your item arrives damaged, misprinted, or otherwise defective, we will put it right.
Eligible Returns
You may request a return or refund if your item is:
- Misprinted
- Damaged during production or transit
- Clearly defective or not as described
Return Conditions
- Requests must be made within 14 days of delivery
- Items must be unworn, unwashed, and in their original condition
- Photographic evidence of the issue is required to process your request
Refund Process
Once your return or issue is approved, we will issue a refund to your original payment method within 7 business days.
You will receive an email confirmation once the refund has been processed.
Initiating a Return
To request a return or report an issue, please email us at contact@lux5.co.uk with your order number and a brief description of the problem.
Responsibility and Liability
Please ensure that your delivery address is correct at checkout, as we cannot take responsibility for parcels lost due to incorrect or incomplete address details.
Lux5 is not liable for:
- Lost parcels marked as delivered by the courier
- Delays caused by third-party shipping carriers
- Missed deliveries where no one was available to receive the parcel
We advise using a secure delivery location, such as a home or workplace where someone can accept the delivery.
If you have any questions or concerns regarding your order, please get in touch:
Email: contact@lux5.co.uk