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FAQs

Placing an Order

Ordering with us has never been easier. To place your order, just choose from the following options:
Online – visit us at www.gift-luxe.com to shop safely and securely. For more information, see How To Shop
By phone – call our friendly Customer Service Team on 0203 143 3504* and we will take your order over the phone.

* Normal rates apply

Yes. We will send you emails to confirm that your order has been placed successfully and to let you know when it’s on its way!

Most of our products can be personalised, allowing you to purchase something extra special for yourself or those you hold dear!

You should be able to supply your personalisation info on the relevant product page, when you add the product to your Cart. If you want to buy a product that does not ask for personalisation info, get in touch, at sales@gift-luxe.com and we’ll look into the matter.

Order Information

Once your online order has been registered with us, it will be confirmed by a message on your screen. We’ll also send an automated confirmation email to your email address.

You’ll find your order number and confirmation of what you’ve ordered on your email, as well as in My Account. To see your order history, just log in to your account and click on Orders.

If you haven’t received your order number or confirmation email, please get in touch here.

STATUS INFO
To find out the status of your order, log into your account and click on Orders. Your order will be marked as “Processing” until it is dispatched. Once it is dispatched, you will receive an email letting you know it’s on the way.

PROCESSING
We normally dispatch all orders within 5 working days. Large scale orders (i.e. orders with more than 10 items) may take longer. Furthermore, during busy times of the year such as the lead up to Christmas these times may increase, we advise you to place your order with plenty of time to spare during these busy times. Please check individual product pages for production times. If you are unsure about the time it will take for a product to be delivered please contact us and we will be able to give you a better indication of when the item will arrive at your door.

DELIVERY
Shipping times depend on the delivery service you selected at Checkout. You can find details of our shipping options on our Delivery page.

TRACKING
We offer tracking for almost of our shipping methods. If you selected a Tracked option at checkout, you can find out the status of your order by going to the Orders page and Selecting “Track” for the relevant order

If you placed your order online, we’ll send an email to let you know when it’s on its way!

If you’re placing your order over the phone, our advisors will confirm stock availability and how soon you can expect your delivery.

If you placed your order online, you should have received your expected delivery date. If there’s any delay beyond this date, we’ll let you know by email or in writing.

If you placed your order by post or over the phone, we will write to you to let you know when you should expect your delivery if any items aren’t available for 7 days. If we experience any further delays, we will contact you again to let you know.

Payments and Checkout

We take your safety and security online very seriously. Our website meets the very highest industry standards and is designed to keep your data private and protected at all times, with the use of Symantec SSL Web Server Certificates.

When you checkout, any information you enter is encoded to prevent anybody else from accessing your payment details.

For reassurance that the area of the website you’re in is secure, a padlock symbol will appear either at the bottom of your browser, or to the side of the address bar.

We have also worked closely with Visa and MasterCard to offer all of our online customers the opportunity to register with 3D Secure.

For more information, please see our Privacy Policy.

For orders placed online, we accept all major credit and debit cards, including Visa, MasterCard and American Express.

We know that there’s nothing more frustrating than a site running slowly. On the rare occasion that you’re having trouble placing your order, you can take the following steps to try and resolve the issue:

– Close all open web pages.

– Reset your internet connection.

– Re-open your web browser and clear cookies.

– Add items into the basket and then attempt to sign-in and proceed to checkout again.

If you don’t have any luck with the above, try an alternative browser e.g. Google Chrome or Firefox, or leave the items in your shopping bag and try again later when the website might be quieter.

If you’re still experiencing problems, please call our friendly UK Contact Centre on 0203 143 3504* and one of our advisors will be happy to place your order over the phone. Alternatively, please Contact Us to send us a message, including any error messages you might have seen whilst attempting to place your order.

*Normal rates apply

Verified by Visa is a security service used by Visa to add an extra level of security to your online card purchases, giving you even more confidence when you shop online.

Using a simple checkout process, it confirms your identity quickly and conveniently, using your existing Visa card.

Any cards issued by Visa are eligible for this service. To sign up, simply visit your card issuers site, or you may be asked to sign up next time you make a purchase online with a participating website.

When you sign up you will be asked to create a password. Then, whenever you place an order on a participating site, a Verified by Visa window will appear, asking you to enter 3 random characters from your password. Once your password’s been approved, we’ll be able to place your order!

MasterCard SecureCode is a security service used by MasterCard and Maestro to add an extra level of security to your online card purchases, giving you even more confidence when you shop online.

Using a simple checkout process, it confirms your identity quickly and conveniently, using your existing MasterCard or Maestro card.

Any cards issued by MasterCard and Maestro are eligible for this service, To sign up, simply visit your card issuers site, or you may be asked to sign up next time you make a purchase online with a participating website.

When you sign up you will be asked to create a password. Then, whenever you place an order on a participating site, a MasterCard SecureCode window will appear, asking you to enter 3 random characters from your password. Once your password has been approved, we’ll be able to place your order!

To find out more about MasterCard SecureCode, please visit MasterCard SecureCode

Delivery

Standard charges for delivery are £4.99 per order with orders totalling over £80 qualifying for our free delivery service. A full selection of delivery charges have been outlined for you below:

METHODPRICE*DELIVERY TIME
Free DeliveryFREEAvailable on orders over £80, and with all applicable coupons. Royal Mail Tracked 48 – aims to arrive 2-3 working days after dispatch. Tracked Service.
Standard£4.99Royal Mail Tracked 48 – aims to arrive 2-3 working days after dispatch. Tracked Service.
Next Day£6.99Royal Mail Tracked 24 – aims to arrive the next working day after dispatch. Tracked Service.
Intl Economy£12.99International Economy – EU Europe: 3-5 working days. Rest of the world – 7-10 working days. Please note, customs clearance in your country can affect the delivery time. Please also note that this is NOT a tracked service. We highly recommend that customers outside the UK select a tracked option.
Intl Tracked
(EU Europe)
£14.99International Tracked – 3-5 working days – Please note, customs clearance in your country can affect the delivery time. Tracked Service.
Intl Tracked
(Rest of the world)
£16.99International Tracked – 7-10 working days – Please note, customs clearance in your country can affect the delivery time. Tracked Service.

*Subject to an additional cost of £3.00 per item for orders with framed prints, sweatshirts, hoodies, varsity jackets and some bags

Please note:
– Product lead/production times still apply.
– Not all services are available on every item. Always refer to the options given at checkout for the most accurate pricing.

Yes, whilst you’re placing your order, you’ll have the option to change your delivery address at checkout.*

If you’d like to change your delivery address but you’re not placing an order, simply log in then click Addresses, where you’ll have the option to add edit your delivery address. Just remember to click Save Changes once you’ve made your changes.

Please note that for us to authorise your payment, your billing address must match the address on your credit or debit card statement.

*To ensure that you’re order is delivered to you safely, we do not currently deliver to PO Box addresses.

If you need us to change the delivery address, you must let us know as soon as possible; before your parcel is dispatched. Once it is in the mail, we will be unable to change the address.

To notify us of an address, email customerservice@gift-luxe.com, and specify your order number and address you would like the parcel sent to.

Alternatively, you can call us on 0203 143 3504* and we will make a note of the change.

* Normal rates apply

Your order can be delivered to a different international delivery address from your billing address. Simply select the correct country from the dropdown menu when you checkout.

Please note that for us to authorise your payment, your billing address must match the address on your credit or debit card statement.

We’re so sorry…we always strive to make sure your order arrives exactly as you’d expect it to but, very occasionally, mistakes can happen. In the unlikely event that an item is missing from your parcel, please email us at customerservice@gift-luxe.com and we will rectify the situation as soon as possible.

We work with the most reliable shipping providers in the world, to ensure that your orders reach you promptly and securely. However, on occasion, parcels may be delayed in transit, or get lost. At such times, we will do everything we can to track down your parcel and ensure it reaches you as soon as possible.

If your order arrived after 28 days since it was dispatched, email us at customerservice@gift-luxe.com. At that point, we will be happy to issue you a refund, along with our sincere apologies.

Please note, we do not consider items as lost until 28 days after they were scheduled to arrive.

We accept no liability for delays with the delivery provider.

Product Information

There are 2 quick and easy ways to find the products you’re looking for:
Search – Search just search for a code or keyword in the Search box and hit return. It’s as easy as that!
Categories – Select one of the tabs at the top of the page to explore specific collections and find what you’re looking for

For more information about or sizes, you can view our Size Guides for all of our products here.

We pride ourselves on offering an unrivalled range of sizes, so you can find your perfect fit. Each product page has up-to-date stock information, so you can easily see if your size is available.

Promotions

That’s easy! To make the most of your exclusive offers when you’re placing an order online, all you need to do is enter your promotional code at checkout, in your shopping bag or by using the red promotion banner on each product page. You’ll find your code either on the back cover of your catalogue or on the email containing the offer.

Don’t worry if you don’t have a promotional code, it isn’t always compulsory.

If you’d like to make the most of our exclusive offers and special promotions, you can opt in to receive emails by subscribing to our  newsletter here.

Please note that some offers require a minimum spend; all of our gifts are chosen for specific promotions and cannot be changed; you can only use one promotional code per order; and we reserve the right to exchange the gift featured for an alternative.

All promotions have an expiry date. To avoid disappointment, please check this to ensure that the offer is still valid.

We have countless special offers and promotions running throughout the year so, occasionally, some customers might receive more than one promotion at the same time. However, please note that only one promotional code can be used per order.

Yes, as long as the offer is still available, and the relevant criteria is met.

Please email us at customerservice@gift-luxe.com a member of our team will be happy to tell you which promotional code you can use to place your order and make the most of your offer.

We aim to process and deliver your order as quickly as possible so, unfortunately, once your order has been submitted, we are unable to make any changes.

Remember to make a note of any promotional codes you might need before you place your order, and enter it into the red promotion banner at the top of any page.

To add a free gift or discounted product to your shopping bag, you may need to click on the link provided once you’ve entered your promotional code. You will sometimes be required to select a size in your shopping bag.

If you’d like to place an order online, a promotional code isn’t compulsory. Simply checkout as you usually would and a default code will be applied to your order.

If you’d like to make the most of our exclusive offers and special promotions, you can opt in to receive emails by subscribing to our  newsletter here.

Simply sign up to receive our emails and keep up to date with our latest offers. We send many online exclusive offers throughout the year.

If you’d like to make the most of our exclusive offers and special promotions, you can opt in to receive emails by subscribing to our newsletter here.

My Account

To change your billing or delivery address online, simply log in and click Addresses on the left hand side. You’ll now have the option to add a new delivery address or edit any existing addresses. Just remember to click Save Changes once you’ve made your changes.

You’ll also have the opportunity to add or amend your address at checkout when you’re placing a new order.

Please note that your billing address will be your default delivery address, unless you add a different address and select Deliver to this address. This will then be made your default delivery address for all future orders, unless you change it.

To change your name, display name, email address, or password, simply log in and click Account Details, where you will able to update your details. Click Save Changes once you’ve entered your details.

To unsubscribe from our mailing list, click the “Unsubscribe” link at the bottom of any of the newsletters you receive from us, or email us at customerservice@gift-luxe.com and we will remove you from our list.

If your address didn’t come up in our postcode search, don’t worry. Go to https:www.gift-luxe.com/my-account/ and select Addresses from the menu on the left.

You should then be able to add or edit addresses manually.

To logout, clock on the My Account icon at the top of the screen or go to https:www.gift-luxe.com/my-account/. Then select “Logout” from the menu on the left.

Please note that, unless you log out after each session, you will remain logged in to our site.

Order History

To view all orders you’ve previously placed online, simply log in and select Orders in your account.

If your order is Processing, our warehouse is in the process of picking and packing your parcel. Your order will show as processing until it is dispatched and on its way to you. At this point, the status will change to Completed and if you selected a tracked option at Checkout, you’ll be able to track your delivery.

If your order is Completed, your parcel has been dispatched, and it is in the mail and on its way to you.

If you selected a tracked option at Checkout, you’ll be able to track your delivery.

If you’ve been in touch and requested that we cancel an order prior to dispatch, your Order Status will show as Cancelled, and the Order Item Status will show as Refunded.

If you’ve returned an item to us, once it’s arrived back in our warehouse and a refund has been applied, it will show as Refunded. You may also see this if you’ve been in touch and requested that we cancel an order prior to dispatch.

In Orders, your Order Status will show as Cancelled, and the Order Item Status will show as Refunded.

If you order is showing as On Hold, there might be an issue with your order e.g. a PO Box number might be present in your address.

We will either contact you directly so you can provide us with an alternative address or, if that’s not possible, we’ll cancel the order and let you know in writing or by email.

If an item has become unavailable since you placed your order, it will show as Unavailable, but don’t worry, it’s only to let you know that it’s no longer available to buy. It won’t affect your order if you’ve already purchased the item.

While we carry out some essential maintenance on our website, your order history might be temporarily unavailable. We recommend leaving it for a little while and trying again later.

In the meantime, please don’t hesitate to contact a member of our team by emailing customerservice@gift-luxe.com.

Password Information

Please rest assured that our website is secure and we use SSL Web Server Certificates to keep your information private and protected.

When you are in the secure section of the site, a padlock symbol should appear in your browser. In most browsers, this will appear to the right of the address bar at the top. When this symbol appears, you can be assured that the site security is in place.

We will always strive to ensure that our site is as secure as can be, and review our security settings often.

If you’d like to create an account, log in, or access your Account Overview or Personal Details, please click here.

Don’t worry! If you’ve forgotten your password, please go to the Login page and click “Forgotten Your Password?” and enter your email address. A secure new password reset link will then be sent to your email account.

To log in to your account, simply enter your email address and new password into the boxes on the Log In page here.

Once you’ve logged in, go to My Account then Account Details to change your password.

If you’re an existing customer with an account on our website and have requested a reset password, you should receive a password reset link in your email account. Simply follow the instructions to successfully reset your password. If you’re still having trouble, please check the list below:

– Are you entering your email address and password in the correct boxes?

– Have you removed any saved password details before copying and pasting your new password?

– Is the email address you’re using to sign in the same one that the password is registered against?

– Have you missed the first or last digit, or copied in an extra space when you’ve copied your new password?

Please note that passwords are case sensitive

IMPORTANT INFORMATION

We recommend that you change the temporary password we sent you to something more familiar and memorable by visiting Account Details once you’ve logged in.

If you’ve tried all of the above but you’re still having trouble, please use the Contact button below to get in touch with our Customer Service Team, including as many details as you can about the issue.

Your security is very important to us and, in order to keep your personal information private and protected, your account has been locked. This may be due to multiple failed log in attempts.

To unlock your account, please email us at customerservice@gift-luxe.com.

We ask each customer to create one password for each unique email address. This keeps your personal information safe and secure, and ensures that the correct customer receives the right confirmation email, password reset link and any emails we send that relate to their account.

The easiest way to register two customers at the same address with different passwords is to create a second account with a different email address. If you don’t have a second email address, you can set one up either through your own service provider or quickly and easily using services like Gmail and Yahoo Mail.

Reviews

Your opinion means a lot to us and not only helps us improve the experience our customers have on our site, but also helps your fellow customers make an informed decision on the products they order.

To leave a review of one of our products, simply:

  1. Log in to your account and click Orders.
  2. Click View to see the details of the order, and then click the name of the product for which you want to leave a review
  3. In the Reviews section of the product page, select a start rating and fill in the form to let us know your thoughts.

We can’t wait to hear what you think!

Whilst we want to publish all the reviews we receive, where possible, we do have guidelines in place to ensure that the information being shared is relevant to the product and other customers reading the review, helping them make an informed decision before placing their order.

Your review may not have been published due to any of the following reasons:

– It included a question or concern requiring a follow up or reply from our Customer Care Team e.g. queries regarding customer care, delivery, returns or any questions. Please note that our Customer Care Team will be automatically notified and in touch shortly.

– It included a misleading star rating e.g. a 1 star rating with a positive review, or a 5 star rating with a negative review

– It included price information e.g. specific discounts or promotions, including the concerns over the price rather than the product

– It wasn’t written in English

-You may have mentioned a known competitor or attempted to direct custom away from our website

– If there was any legal interest or inappropriate content e.g. evidence of violent, claims of legal action and/or pornography

– It contained private and or self-identifiable information e.g. your postcode or bank details

– It mentioned shipping issues, including but not limited to delivery of the wrong product, items damaged as a result of delivery, or the cost of shipping and returns

– It was identified as spam

– It included inappropriate comments and/or profanity

– The text field was left empty

– Our system identified you as being under the age of 13

– There was a lack of purchasing experience e.g. not having received or even purchased the product

Your opinion means a lot to us, we hope we can publish your next review. If you’d like to try again, we would love to hear from you. Please resubmit your comments ensuring that reference to any of the above is removed.

If you’ve tried all of the above but you’re still having trouble, please email us at customerservice@gift-luxe.com to get in touch with our team.

Returns

If you are unhappy with your order for any reason, we are more than happy to grant you a refund or exchange. Items must be unused and in their original packaging.

However, please note that we do not issue refunds or exchanges for the following, unless they are faulty:
– Personalised items
– Underwear
– Perishable items, such as food and beverages
– Gift Cards (see out Gift Card Terms & Conditions)

For details of how to return or exchange an item, see below.

To return or exchange an item, simply:

  1. Log into your account and go to My Orders: www.gift-luxe.com/my-account/orders/
  2. Click the “Refund” link on the right-hand side.
  3. Select the item(s) you want to return, and the reason for your return/exchange. Give any further details, if necessary. If you want an exchange, let us know the size, colour, and/or other attributes required. Click the “Submit Request” button.
  4. We will then review your request, and contact with you with how to return your item(s). Please note, customers will be responsible for the cost of returning items, unless faulty.
  5. Upon receipt of the item(s), we will issue your refund/exchange within 5 working days.
  6. Please note, refunds may take up to 5 working days to appear in your account. Exchanges will incur the standard production and delivery times, and we will dispatch your exchange using the same delivery method you originally selected.

Refunds will be issued within 5 working days of receipt of your returned items.

Please note that funds may take a further 5 working days to appear in your account.

All returns should be sent back in the original packaging (where possible) to:

Gift Luxe
9 Thirlmere House
401 Smmerwood Road
Isleworth, Middlesex
TW7 7QU
United Kingdom

Customers are responsible for the cost of returning items unless they are faulty. If your item(s) are faulty, contact us at customerservice@gift-luxe.com, with an photograph of the issue, and we will rectify the matter as soon as possible.

You can find further details in our Return Policy here

We comply with all Consumer Contract Regulations.

We’re so sorry…we always strive to make sure your order arrives exactly as you’d expect it to but, very occasionally, mistakes can happen. In the unlikely event that your parcel arrives with an incorrect item, email us at customerservice@gift-luxe.com, and we’ll arrange for you to return the incorrect item and have the correct one sent out on its return.

We hope that every purchase will reach you in a perfect condition but in the rare instance that it doesn’t, please get in touch us and let us know.

To get in touch, simply email us at customerservice@gift-luxe.com, preferably with a picture showing how the item is faulty. We will do everything we can to rectify the matter as soon as possible.

If an item is personalised or specifically made to order it cannot be returned or refunded unless it is faulty. See our Returns Policy for more information. We always try to ensure that the images of products on our website are as realistic as possible and that the product details include all the information you need to decide if the item is suitable for you.

Exchanges

If you are unhappy with your order for any reason, we are more than happy to exchange it. Items must be unused and in their original packaging.

However, please note that we do not issue refunds or exchanges for the following, unless they are faulty:
– Personalised items
– Underwear
– Perishable items, such as food and beverages
– Gift Cards (see out Gift Card Terms & Conditions)

 

To return or exchange an item, simply:

  1. Log into your account and go to My Orders: gift-luxe.com/my-account/orders/
  2. Click the “Exchange” link on the right-hand side.
  3. Select the item(s) you want to exchange, and the reason. Let us know the size, colour, and/or other attributes required. Click the “Submit Request” button.
  4. We will then review your request, and contact with you with how to return your item(s). Please note, customers will be responsible for the cost of returning items, unless faulty.
  5. Upon receipt of the item(s), we will process your exchange within 5 working days.

Exchanges or replacement items will be processed as soon as possible. We will usually let you know when replacement items have been dispatched. If you are concerned that a replacement has not bee dispatched yet, email us at customerservice@gift-luxe.com and we will let you know the status of your item(s).

Privacy and Cookies

At Gift Luxe, protecting your trust is our highest priority, and we pledge to keep your personal information safe and private. Gift Luxe observes the code of practice covering the use of personal data as outlined in the Data Protection Act of 1998.

We also comply fully with the Consumer Contract Regulations 2013, and the 2003 Privacy & Electronic Communications Regulations.

What this means for you…

We promise never to send you marketing communications without your consent, and will never pass on your details to any other companies unless you have given us permission to do so.

You are free to unsubscribe from our mailing lists at any time. If you no longer wish to hear from us, we will stop contacting you.

The security of your personal data is of paramount importance to us, and we will never store your data for longer than is reasonable.

 

Emails

If you’re placing an order or registering for an account online, you will be asked to provide an email address. This allows us to confirm registration and orders via email, and send you any updates relating to your orders and account.

If you’d prefer not to receive any future offers or emails from us, please log in to your account, choose Edit Communication Options and untick any relevant boxes. Just remember to click Save Changes once you’ve made your changes.

We promise that we will never pass on your details to any third parties without your permission to do so.

 

Internet Security

All data provided to the Gift Luxe website is treated with the utmost sensitivity. Data is coded using advanced technology and techniques, and is transferred via a maximum safety connection (SSL). Any account information provided can only be read by Gift Luxe authorised computers.

For more details, please read our Secure Payments page.

We take your safety and security online very seriously. Our website meets the very highest industry standards and is designed to keep your data private and protected at all times, with the use of Symantec SSL Web Server Certificates.

When you checkout, any information you enter is encoded to prevent anybody else from accessing your payment details.

For reassurance that the area of the website you’re in is secure, a padlock symbol will appear either at the bottom of your browser, or to the side of the address bar.

We have also worked closely with Visa and MasterCard to offer all of our online customers the opportunity to register with 3D Secure.

For more information, please see our Privacy Policy.

You can read our Privacy Policy here.

If you think you’ve received a fraudulent email, please contact us immediately at customerservice@gift-luxe.com and we will reply with an address to forward the email to.

Please rest assured that we have worked with leading experts to ensure that our site meets the very highest industry standards.

About Gift Luxe

You can read our Terms and Conditions here.

Gift Luxe is a family-run company, led by a dedicated team of designers, managers and craftspeople, working with textiles, paper, metal, wood, ceramic and glass to craft a wide range of gifts and accessories.

Drawing from decades of experience in retail management, product development and graphic design; and using the industry’s finest production tools and software – we are able to consistently deliver high quality, handmade products.

Launching in 2017, we began with personalised t-shirts – and since then we have expanded, adding sweatshirts, hoodies, jackets, hats, bags, accessories, homeware, prints and more to our product lines.

We are excited about every step in our journey, and are grateful for the opportunity to serve customers all over the world with products and gifts that they will cherish for years to come.

You can learn more about us here.

We believe that generosity and kindness create stronger, happier communities – and these days, more than ever, it’s important to show the people you love how much you really care.

That is why we specialise in personalised clothing, accessories and gifts: to make your special occasions brighter, your celebrations louder, and your gifts more heartfelt and unique.

We are committed to offering the highest levels of quality, which is why we incorporate multiple production methods, which is why we have incorporated a wide range of production methods into our repertoire – including printing, DTG, sublimation, embroidery, engraving and more.

We welcome all feedback at Gift Luxe and will pass your comments on to the appropriate person or department

To pass on any positive feedback, please email us at customerservice@gift-luxe.com. Thank you in advance!

We know that we wouldn’t be where we are today without the wonderful team of people behind us. As we continue to grow, we are always on the lookout for individuals with fresh ideas, the confidence to make their own decisions, and a drive for innovation.

If you’d like to be considered for a role in our company, please visit our Careers page for a list of current vacancies. We look forward to hearing from you!