Frequently Asked Questions
Last updated: 25 August 2026
Ordering
Do I need an account to place an order?
No. You can order as a guest. Just add your item to the basket and follow the steps at checkout.
Will I receive confirmation of my order?
Yes. You will receive a confirmation email as soon as your order is placed, and a second email with your tracking number once it has been dispatched.
The confirmation email means we have received your order. The contract between us is formed when we send the dispatch confirmation.
Can I change or cancel my order?
If your order has not yet been dispatched, we can usually cancel it in full and refund your payment. Email support@luxinhome.com as soon as possible with your order number.
Once an order has been dispatched we cannot change or cancel it, but you can return it once it arrives.
I have ordered several items. Will they arrive together?
Not always. Items may be dispatched separately, and in that case you will receive tracking information for each parcel.
Do you sell to businesses?
We sell to consumers for personal and domestic use. We do not offer trade or wholesale accounts.
Delivery
Where do you deliver?
We deliver to addresses throughout the United Kingdom.
How much does delivery cost?
Delivery is free on all orders. There is no minimum order value and no surcharge for any UK address.
How long will my order take?
Orders are processed within 1 to 3 business days and delivered within 9 to 15 business days after dispatch. That gives a total estimated time of 10 to 18 business days from order to delivery.
Orders placed at weekends or on public holidays are processed on the next business day.
Will I have to pay anything on delivery?
No. The price shown at checkout is the total amount you will pay, including applicable taxes and delivery.
Can I track my order?
Yes. We will email you a tracking number once your order has been dispatched, and you can follow your order at any time at luxinhome.com/apps/parcelpanel.
My order has not arrived. What should I do?
If your order has not arrived within the estimated delivery window, email support@luxinhome.com with your order number and we will investigate with the carrier. If your order is confirmed lost, we will send a replacement or issue a full refund.
What happens if I am not in when the carrier calls?
The carrier will leave instructions for rearranging delivery or collecting your parcel. If a parcel is eventually returned to us, we will contact you to arrange redelivery at no extra cost.
What if I entered the wrong delivery address?
Contact us as quickly as possible. If a parcel is returned to us because the address was incorrect or incomplete, we will arrange redelivery at no extra cost.
Returns and refunds
What is your returns period?
You have a legal right to cancel your order within 14 days of receiving it, without giving a reason. In addition, we accept returns for any reason within 30 days of delivery under our own policy.
How do I return something?
Email support@luxinhome.com with your order number and the reason for your return. We will reply within 1 to 2 business days with return instructions and confirm the return address for your item.
Please contact us before sending anything back, so that your return reaches the right place.
What condition does the item need to be in?
Returned items must be unused, uninstalled and in their original condition, with the original packaging and all fittings, fixings and accessories included.
Electrical items that have been wired in or installed cannot be returned as unused.
Who pays for return postage?
If an item is faulty, damaged or not what you ordered, we cover the cost. If you have simply changed your mind, you are responsible for the cost of returning the item to us.
When will I get my refund?
Approved refunds are issued to your original payment method within 14 days of us receiving the returned goods. Your bank or card provider may take a few additional days to show the refund on your statement.
Can I exchange an item?
We do not currently offer direct exchanges. If you would like a different product, please return your item for a refund and place a new order.
My item arrived damaged. What now?
Email support@luxinhome.com within 48 hours of delivery with photographs of the damage, the outer packaging inside and out, and the delivery label. We will then offer a replacement, a repair or a full refund.
If you notice a fault later than 48 hours, please still contact us. Your rights under the Consumer Rights Act 2015 last well beyond this period.
Choosing the right product
How do I know the item will fit my space?
Every product page lists the dimensions. We recommend measuring your space before you order, including the drop of a ceiling light and the height of the room below it.
Measuring first is the simplest way to avoid a return, and it matters most with ceiling lights, where the drop determines whether the fitting hangs at a comfortable height.
Will the colour match the photographs?
We photograph our products as accurately as we can, but colours can appear slightly different depending on your screen settings.
Where can I find the materials and dimensions?
Every product page lists the materials and dimensions for that item. If anything is unclear, email us before you order and we will check for you.
Lighting
Do your light fittings need to be installed by an electrician?
Some do. Where professional installation is required, this is stated on the product page. Please follow the installation and safety instructions supplied with the product.
Once a light has been wired in or installed it can no longer be returned as unused, so please check the dimensions and specification before you fit it.
Are your lighting products suitable for use in the United Kingdom?
Our lighting products are supplied for indoor domestic use in the United Kingdom unless the product page states otherwise.
Which bulb does my light take, and is it included?
The bulb type and fitting for each light are listed on its product page, along with whether a bulb is included. If the information you need is not there, email us and we will confirm before you order.
Looking after your purchase
How do I care for my lighting?
Switch the light off and allow it to cool before cleaning. Dust with a dry, soft cloth. Avoid household cleaning sprays and any liquid near the fitting or bulb holder.
How do I care for my cushions?
Care instructions are supplied with each cushion and are listed on the product page. Please follow them rather than assuming a cover is machine washable.
How do I care for my clocks?
Dust with a dry, soft cloth and avoid cleaning products on the face or casing.
Payment
Which payment methods do you accept?
We accept Visa, Mastercard, Google Pay and Shop Pay. The full list of payment methods available to you is displayed at checkout.
Which currency do you charge in?
All prices are shown and charged in pounds sterling (GBP).
Do you add any card or booking fees?
No. We never add a surcharge for your choice of payment method. The price shown at checkout is the total amount you will pay.
When is payment taken?
Payment is taken at the time you place your order. We do not offer instalments, deferred payment or recurring billing.
My payment was declined. Why?
Payments are usually declined because of a typing error in the card details, an expired card, insufficient funds, or a security check by your bank. Please check your details and try again, or use a different payment method. Your bank will be able to tell you the exact reason.
There is a payment on my statement that I do not recognise.
Please contact us before raising a dispute with your bank. Email support@luxinhome.com with the date, the amount and the last four digits of the card used, and we will identify the order for you.
Contact us
How do I get in touch?
Email support@luxinhome.com or call +44 7480 267612. Our customer service hours are Monday to Friday, 9:00 AM to 5:00 PM UK time, and we aim to reply within 1 to 2 business days.
To help us deal with your enquiry quickly, please include your order number and the email address you used at checkout.
What if I am unhappy with your service?
Email support@luxinhome.com with your order number and a description of the problem. We will acknowledge your message within 2 business days and aim to resolve complaints within 14 days.