FAQs
Got a burning question? We're here to help you! Check out our comprehensive FAQs section below to get sorted ASAP.
Delivery & Returns
- Are the delivery fees refundable?
Sorry, lovely–our delivery fees are non-refundable, unless you opt for store credit instead of a refund. In this case, you’re able to dodge the delivery fees.
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How long do I have to return my order?
You have 14 days from the day of receipt to return your order.
- How long does delivery take?
We have a range of delivery options to suit every sort of shopper. Our standard delivery provides an ultra-affordable option, getting your order across to you in 2-3 days. Or, opt for next day delivery for a speedy arrival.
- What do I do if I haven’t received my order?
We’re sorry that your order hasn’t arrived! Don’t stress–our customer care team is dedicated to tracking it down and ensuring that your haul arrives safely. Please wait for 7 days, and if there is still no sign of it, contact our customer service team on care@femmeluxe.co.uk
- Help! My order is missing?
Think that your order might be missing altogether? If your order is missing, you must report it to us within 14 days from the date of the dispatch email. Unfortunately, if you report a missing parcel after this 14-day period, we will not be able to issue a refund or replacement. This is the maximum time we can contest the issue with our courier company and after this, there will sadly be nothing more that we can do.
- Can I return for store credit?
Yes, you can! If you opt for store credit instead of a refund, we won’t charge you for the returns label. Score! Save yourself £3.50 by deciding to return for store credit instead.
- How do I track my order?
Log in to your account by heading over to the My Account section to track your order. Or, check out your inbox, you’ll find your unique tracking link in your order confirmation email.
- Can I select the option to have my parcel left in a safe place?
Yes! Head over to your inbox to grab your dispatch email. This will have your tracking details where you can get in touch with your courier to amend all kinds of details. Whether you want to amend your delivery address, change your delivery date, or stay in-the-know with text or email updates confirming your 1 hour window, you’ll be able to customise your delivery to your preference. Looking for an option to leave your order in a safe place? This option is not automatically available, however, your courier might leave your parcel in a safe place if you’re not around to collect the order yourself. Get in touch with them to chat through this further. Happy shopping!
- What is the return fee and how does it work?
Our return fee is £3.50, and you can get clued up on all things refunds on our Refunds Overview and Refunds FAQ pages.
- Can I upgrade the shipping?
Unfortunately once the order is locked in, we won’t be able to change the delivery type.
- Does BREXIT affect my return?
The good news is–no! Brexit will not affect your return.
Products & Sizing
- Where is your Size Guide?
- When will an out of stock item be restocked?
If you’re eyeing up an out of stock item, stay in-the-know by subscribing to our Out Of Stock notifications located on the product page. Once the item is back in stock, we’ll drop you a line so that you can secure your haul. We regularly restock items, so make sure that you’re tapping that button and staying up to speed.
- Which size is best for me to purchase?
- I saw something advertised, but can’t find it on the website?
Sorry, lovely! Our items are hot, so are prone to the occasional sellout. We regularly drop new styles to ensure you’re trending and one step ahead with the latest styles. Head over to our New In to check out fresh pieces.
- Do you offer plus size?
Yes! We offer plus size pieces in some of our styles. All available sizes are listed on the individual product pages.
Payments
- How does Klarna/Clearpay work?
Can’t wait ‘til payday? We don’t blame you! We have a ton of payment options to help make your haul a little more affordable. Choose from Klarna, or Clearpay to access a range of options, from splitting the cost across several months, to delaying your payment.
- What do I do if my card was used fraudulently to make a Femme Luxe purchase?
Don’t worry, we’ve got your back. Get in touch with our customer service team at care@femmeluxe.co.uk, we are waiting to get this sorted for you.
- Why has my card been declined?
If your card has been declined, don’t panic girlie–check that your address, name, and personal details are looking right. If after 2-3 times you’re still having issues, hang on for 24 hours before reattempting.
- Why was I charged more than once?
Sorry to hear this! Sometimes the site experiences technical errors that are out of our control. Reach out to the team on care@femmeluxe.co.uk who are waiting to help you out.
- Why is the price different from when I ordered?
We understand that it’s a little bit annoying when you see an item that you ordered has a different price. We regularly run seasonal and flash sales, so often items are prone to being reduced. Stay up-to-date with our sales by heading over to our Sale page.
- I was charged the wrong amount?
Is something not quite right with how much you’ve been charged? Don’t stress, we’re here to help. Contact our team on care@femmeluxe.co.uk with your order number and the link to your product(s) and we’ll set it right.
- Do you sell gift cards?
Send a gift you know they’ll actually want! Give your giftee the freedom to choose what items they love the most, by opting for a gift card. We have a ton of different pricing options on our Gift Cards page, so run, don’t walk, girl.
- Do you offer student discount?
In your uni era? Shop with even more savings by taking account of our Student Beans student discount.
Order Issues
- Can I make changes to my order?
Once your order is locked in, you’re unfortunately unable to make any changes. If you’re wanting to switch something up, you can return your item for store credit upon arrival to take advantage of the redeemable postage rate (as we will not charge you for the return label). Check our Returns Overview page for full details on how to do this!
- How do I cancel my order?
Sorry, girl, you’re unable to cancel your order. However, you can reject the delivery once it arrives at your place, or return your order once it’s been delivered.
- My parcel is damaged, what do I do?
Had an issue with your parcel and something isn’t quite looking right? Just send us an email on care@femmeluxe.co.uk with proof images and we will set this right for you!
- I never received an order confirmation?
If you’re having trouble hunting down your order confirmation, don’t stress–check your junk box or reach out to our team on care@femmeluxe.co.uk who will be more than happy to send out a fresh one for you.
- My item is faulty, what do I do?
We’re so sorry to hear that you received a faulty item. Let us help you make it right, simply drop us an email on care@femmeluxe.co.uk and the team will ensure you receive a non-faulty replacement.
- The promotion did not apply to my purchase?
If you were expecting a discount, but it doesn’t seem to have worked, first double check the promotions T&Cs. Often, promotions do not apply on sale items and other exempt pieces. Still a little unsure? We’ve got you–contact us on care@femmeluxe.co.uk and the team will assist.
- I’m missing an item from my order?
Looks like your item(s) is missing from your haul? Our team will ensure that your missing items are en-route to you. Just drop us a line on care@femmeluxe.co.uk
- Can I change my address after the order goes through?
Sorry, lovely, once your order has gone through, you’re unable to change the address with us. You can attempt to contact your courier and discuss whether amending the address is an option.
- I have the wrong item(s) in my parcel?
Received an unexpected item? Drop us a message on care@femmeluxe.co.uk with a photo of it and the team will be happy to help you.
- My order was cancelled?
Sorry that your order got cancelled! We do this to protect you–often, items are out of stock, or there could be an issue with your address. Try to replace your order in 24 hours and if you’re still having problems, reach out to us on
- Where is my order number?
To track down your order number, head over to the My Account section and log in, or check out your confirmation email.
Technical
- I’m unable to checkout on the website?
Oops! Sometimes we experience temporary glitches if we’re having a bad day. To rectify this, simply hit refresh on the site, or clear your browser history cache. If you’re still not having any luck, check back a little later.
- My student discount did not apply?
Student discount doesn’t seem to be working? Double check that your products are not exempt from discounts. Items that are non-returnable, or already on sale are often the likely culprits.
- I forgot my Account login/password?
Locked out? Enter your email into the My Account section and a one time password (OTP) will be sent across to your email. Logging in is as simple as that, there is no need to remember your password (one less to remember never hurts!).
- My discount code isn’t working?
If you’re struggling to apply a discount code, first check that your basket doesn’t include any excluded items. It may also have expired–check out the promotion T&Cs to see whether it’s still able to be used.
- I can’t place an order–what do I do?
Struggling to place your order? Don’t stress–start by clearing your cache and history. If the problem persists, drop us a line on care@femmeluxe.co.uk to let the team give you a hand.
Miscellaneous
- How do I check my account credit?
Check where you’re at in terms of account credit by heading over to the My Account section under ‘Profile’.
- How do I use my store credit?
As you’re checking out, look for the ‘Apply Store Credit’ checkbox under the ‘Payment’ section.