My Account FAQ

It won't let me sign in.

First check if you have registered on our website or if you signed in as a guest when placing your order.

I have forgotten my username and password

If you are already registered on the site and have forgotten your password, you can go to My Account at the top of the website, click on the "Forgot your password" link and enter your email address to reset your password.

Does the price shown include VAT?

ALL prices on the Website are the actual price you PAY which includes VAT, but your invoice will show the VAT breakdown. NO VAT is added to the price displayed on the website. All UK & EU buyers pay UK VAT which is included in the website displayed price.

Delivery FAQ

Do you offer next day shipping?

No, so sorry about that, due to the warehouse location being reorganized, the next-day delivery service is temporarily unavailable.

Please visit our delivery & shipping information page for full details.

When will I receive my order and how is it sent?

We aim to dispatch all orders within 48 hours for weekday orders. All weekend orders are processed and dispatched the next working day. We will keep you informed on the progress of your order via our email. We will issue a dispatch confirmation when your order has been sent from our warehouse.

Please visit our delivery & shipping information page for full details.

How will I know my order has been dispatched?

You will receive a dispatch email. If you have not received this, please check your junk/spam mail.

Do you ship worldwide?

Yes, we do ship worldwide.

Do you offer click and collect?

Sorry, we currently don't have click and collect service.

Return & Refund FAQ

What is your returns policy?

Please take extra care when trying on your new purchases, as returned items must meet the following conditions to qualify for refund:

• Items must be unworn and unwashed.
• Items must not be marked with make-up, fake tan or body lotions etc.
• Items must have all tags attached.
• Shoes have been tried on indoors and show no sign of wear.
• Please make sure the items are returned in the original packaging.

Please visit our return policy for full details.

How long do I have to return?

You have 14 days to return the unwanted items back to us. The return period starts from the day you receive all items in your order.

Do I have to pay for postage if I'm returning an item?

Unfortunately we do not offer free return labels, we do offer a tracked return label that you can create in the Returns page costing $2.50.

You can also choose to use your own courier service to return, please note this is at your own cost, we suggest purchasing a tracked delivery service to return the items. Make sure you keep your postage certificate as well as proof, in case you're returned parcel goes missing.

Please visit our return policy for full details.

How long does it take for a refund?

Refunds can take 5-7 working days to process a return once received. (Busy time periods such as Christmas period, Bank Holidays etc may cause delays) Once processed your refund can take several days to appear back to the original payment method which is totally dependent on your card issuer and out of our control.

Please visit our return policy for full details.

Orders FAQ

It won't let me to place an order.

Because the address you filled in is temporarily unable to deliver / or filled in incorrectly.

My order is faulty/ missing an item/ wrong item sent what should I do?

Please contact sales@FEMME LUXE.com with your order number and they will help you further.

My order has not been processed but payment has still been taken

This normally can occur when the method of payment is declined, if you use another method of payment this will work, if payment did go out of your account then it will bounce back within a few days.

Can I cancel my order?

We can only cancel/ amend order details if your order has not gone into our warehouse for processing. Please contact us via email and we will try our best to honour your request however we cannot guarantee any changes will be made.

Can I make changes to my order? (E.G. Address, Size)

We can only make changes to an order if it has not been processed and fulfilled by the warehouse. Please contact us via email and we will try our best to honour your request however we are unable to guarantee any changes will be made.

Do you have an exchange service?

Unfortunately, we don't offer an exchange facility. Simply return your item(s) and reorder for a replacement.

General FAQ

Do you accept student discount?

Unfortunately, with all the big discounts we already have on our website we do not offer student discount.

An item is out of stock, when will you be getting more?

Our popular items can sell out quickly, there is no estimate date of restock as items can come back daily, please browse through our Back In Stock category!

Are my details kept private?

Your details are not shared with any other party and stored following data protection and anti-spam legislation. Please visit our privacy policy for full details.

What shall I do if I have any queries/problems?

Feel free to contact us directly at sales@FEMME LUXE.com.

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