At Live Luxora, we are committed to delivering a smooth and efficient experience for our UK customers, ensuring your order arrives as smoothly as possible. Here’s what you need to know about our straightforward delivery process.
Order Confirmation
When you place an order, your card will be pre-authorised, but no immediate charge will be made. We will confirm product availability with our supplier to ensure immediate shipment. Once availability is confirmed, your payment will be processed, and your order will be dispatched. If any delays occur, such as an item being backordered, we will void the pre-authorisation and notify you.
Order Delivery
In-stock items are typically dispatched within 5 working days, specific items may take longer, so please check the product page for accurate information.
You will receive tracking information for your item(s), this will either come directly from us, or from our delivery partner. If you don't receive tracking details within 6 working days, please contact us at support@liveluxora.com.
As we work with carefully selected suppliers across the UK and Europe, delivery lead times may vary depending on the product and brand. Delivery timeframes typically range from 3 to 5 working days, with some items taking up to 3 to 5 weeks depending on supplier availability. Deliveries to remote areas may require additional time.
We offer free delivery on all orders to UK Mainland addresses only.
Please note that delivery to Northern Ireland, Ireland, the Scottish Highlands, Islands, and the Channel Islands is not included within our standard delivery service. If you wish to receive delivery to these areas, please contact us for a quotation prior to placing your order.
Delivery
To ensure a smooth delivery, please ensure that your new item can fit through all doorways, hallways, staircases, and under ceilings. Please inform us of any delivery obstructions and ensure the delivery area is clear. Standard delivery is typically curb side for pallet deliveries or to the ground floor door only. If you require delivery further than this point, please contact us prior to placing your order. Deliveries are made Monday to Friday.
If the delivery vehicle cannot access your address, the goods will be returned to the dispatcher, and you will be charged for both the return and re-delivery costs.
All deliveries require a signature. Please inspect items carefully before signing for delivery. If you are unable to inspect the items at the time of delivery, please sign as "unchecked" to preserve your right to make a claim. Retain all original packaging and your order confirmation, as these will be required for any post-purchase support.
Damages
We ask that you thoroughly inspect all items at the point of delivery. If your item arrives visibly damaged, we recommend refusing delivery and contacting us immediately. If you discover that an item has been damaged, please send clear photos of the damaged items to support@liveluxora.com within 24 hours of delivery so that we can open an insurance claim on your behalf. We are unable to accept damage claims unless the item is in its original packaging.
Cancellation & Refund
Orders cancelled after it has been dispatched, you (the buyer) will be responsible for any costs associated with returning the item. Any refunds can only be issued to the same payment method which was used to place the order.
Return Policy
We offer you 14 days from receipt to return an item. If you decide to return an item, it will need to comply with the following:
Be unused and in perfect condition.
The original manufacturer’s packaging is intact.
You must provide valid proof of purchase
Items must not have been partially/fully assembled or installed.
We will require images of the item and packaging.
Contact us at returns@liveluxora.com to start a return. If your return is accepted, we will provide you with detailed instructions on where to send your package. Please note that items sent back to us without prior authorisation will not be accepted.
Returns due to a change of mind will incur return delivery costs and a restocking fee. Customers are responsible for arranging and covering the cost of return shipping.
The item remains your responsibility until it arrives safely at our warehouse. We strongly recommend using a tracked and insured delivery service, as we are unable to issue refunds for items lost or damaged during return transit.
Refunds will be processed once the returned item has been received and inspected by our team to ensure it meets the conditions outlined within our return policy.
