FREQUENTLY ASKED QUESTIONS

 

 If you have a specific question regarding a product or delivery/returns then please check below to see if the answer to your question is there. If not , then please CONTACT US here.

 

DELIVERY  

Q: Is Delivery secure and how long will it take for me to receive my order?

A: Delivery is mainly by Courier, either UPS, DHL or Interlink, so it is secure. Deliveries will require a signature.

Delivery times vary, depending on country. Orders placed before 12 noon in the UK are delivered the next day (subject to stock availability). Delivery to Europe and the Rest of the World normally takes 2 to 5 days by Courier.  


CREDIT CARD PAYMENTS

Q: Is it safe to use my credit card online at Luxury Artisan?

A: Yes it is 100% Safe & Secure. We use the latest SSL encryption technology to store and safley transmit your personal and credit card information through our systems. All orders are processed through a secure checkout system provided by Worldpay.


IMPORT DUTIES & TAXES  

Q: If I live outside the European Union, will I have to pay any import duties when my order is delivered?

A: Import duties or taxes may be charged by Customs once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.

Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary from country to country.

This is the main reason that non-EU customers have the 20% UK VAT deducted from their purchase. For any parcels that are refused due to customs charges, the customer takes full liability for all postal charges, return shipment costs, customs charges and handling fees.  


RETURNS  

Q: Can I return my product if I don't like it?

A: Yes, we offer a 30 day money-back guarantee. You will get a full refund, provided that you return the product back to us in the original packaging, and undamaged.  

Q: Do I have to pay for returns?

A: If you live in mainland UK, returns are Free. Returns for other countries are at the customer's expense, and must be returned using secure delivery, either a courier or Royal Mail signed for, or equivalent in that country. Refunds will be given to the customer once the product has been received by us, and checked to be in the original condition and packaging.

Q: Where do I return the goods to?

A: Please email rupert@luxuryartisan.com stating that you wish to return/exchange goods. Depending on your country, we will then advise the return process to you by email.


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