Terms Of Service

TERMS OF SERVICE

 

OVERVIEW


This website is operated by LUXTLEY. Throughout the site, the terms “we”, “us” and “our” refer to LUXTLEY.

LUXTLEY offers this website, including all information, tools and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here.

By visiting our site and/ or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”, “Terms”), including those additional terms and conditions and policies referenced herein and/or available by hyperlink. These Terms of Service apply to all users of the site, including without limitation users who are browsers, vendors, customers, merchants, and/ or contributors of content.

Please read these Terms of Service carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these Terms of Service. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any services. If these Terms of Service are considered an offer, acceptance is expressly limited to these Terms of Service.

Any new features or tools which are added to the current store shall also be subject to the Terms of Service. You can review the most current version of the Terms of Service at any time on this page. We reserve the right to update, change or replace any part of these Terms of Service by posting updates and/or changes to our website. It is your responsibility to check this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.

Our store is hosted on Shopify Inc. Shopify provides us with the online e-commerce platform that allows us to sell our products and services to you.

 

ORDER PROCESSING

  • LUXTLEY aims to dispatch most corporate wear orders within 8-10 business days (excluding weekends and holidays) or sooner, subject to customer specifications, stock and availability of fabric items. To be clear, this means your order will be shipped on/before the 10th business day.
  • Evening and occasion haute couture orders require more intricate handcrafting and will be dispatched within 21-30 business days. To be clear, this means your order will be shipped on/before the 30th business day. We generally advise ordering haute couture outfits with a minimum of 8 weeks prior to your event.
  • For LUXTLEYs PRIVÉ & CONCIERGE at-home services, timings will be communicated to clients during the private consultation session, based on the clients’ special requirements.
  • Please note that we require a contact number, email address and full delivery address for all orders; if any information is missing this could lead to delays in your order getting to you.
  • We will contact you via email or phone if there is an undue delay in the production step.

 

SHIPPING AND DELIVERIES

  • We ship to all countries worldwide via our shipping partner, DHL.
  • Following dispatch, DHL aims to delver within 1-3 business days for domestic shipping.
  • Following dispatch, our shipping partner delivers worldwide within 3-5 working days, dependent on your location and choice of shipping speed during the checkout process.
  • For local deliveries within Lagos, Nigeria, our shipping partner offers a same day delivery service, from the point of order dispatch from LUXTLEY. This depends on the delivery address and communication with the customer.
  • For deliveries within Nigeria, but outside Lagos, our shipping partner aims to deliver within 1-3 working days after picking up from LUXTLEY. This also depends on the state, address and communication with the customer.
  • For international shipments, based on the delivery destination, some items will be shipped on a DDU (Delivery Duties Unpaid) basis i.e., duties and taxes incurred in the country of destination are the responsibility of the customer.
  • If for any reason the customer refuses delivery or is unavailable or unable to take the delivery despite reasonable attempts by the shipping partner, your item will be returned to LUXTLEY and you will be charged for the unpaid duties, taxes & additional shipping costs.

‍
TERMS OF EXCHANGE, RETURNS AND REFUNDS

LUXTLEY DOES NOT OFFER REFUNDS. WE ONLY OFFER REFUNDS FOR DAMAGED-IN-TRANSIT, FAULTY OR INCORRECTLY SUPPLIED MERCHANDISE.

  • We value all our customers and want you to be 100% satisfied with your purchases. To avoid any inconvenience or delays, we always recommend that our customers review the SIZE CHART in detail before making a purchase.
  • If your body measurements fall outside our size chart, or you are making a custom order, we also require your body measurements which we advise are provided as ‘order notes’ during the online checkout process.
  • However, if for any reason the purchased item does not fit well, you may email us at hello@luxtley.com quoting your Order Number and sizing issue accompanied with photographs within 2 business days of receiving your order, A customer service representative will be in contact with you within 2 business days to provide some advice that can help you to resolve the matter.
  • Kindly note that we do not refund or exchange items made to customers specific measurements. Items ordered via our PRIVÉ or CONCIERGE at-home service cannot be exchanged, refunded or returned. Further details of the PRIVÉ and CONCIERGE agreement will be explained in-person at the point of bespoke orders made by our clients.
  • All items on sale or special promotions are final sale and cannot be exchanged or returned.
  • We do not make alterations.
  • We take utmost care to provide all orders correctly and in excellent condition. In the inadvertent scenario of damaged-in-transit, faulty or incorrectly supplied merchandise only, we will offer a refund, credit note or exchange depending on customer preference.
  • Please note that shipping costs for returned goods in this category are the customer’s responsibility and will be reimbursed by LUXTLEY upon receipt, and only in the case of damaged-in-transit, faulty or incorrectly supplied goods. It is advisable to send returned items by reputable courier companies like DHL, FedEX or UPS and keep your proof of postage certificate (with sufficient insurance and courier company compensation terms), as we cannot be responsible for such goods being returned to LUXTLEY that are lost or damaged in transit.

 

NOTIFYING US OF DAMAGED-IN-TRANSIT, FAULTY OR INCORRECTLY SUPPLIED GOODS

Although we are very thorough and conduct a 100% quality control check on all items before dispatch, if you do receive a damaged-in-transit, faulty or incorrectly supplied item, please let us know by email at hello@luxtley.com quoting your Order Number, the description of the damage, fault or incorrectly supplied item, with photographic images. Please note that any claim for damaged goods or missing items must be received within 2 business days of receipt of your package.

Once we receive this request, a member of our team will contact you by phone within 2 business days.

  • Once your returned item is received and inspected, we will send you an email to notify you that we have received your returned item and notify you with a new estimated dispatch date of the replacement. You will not be charged for the shipping fee of the replacement item.
  • Should a customer choose the option of refund due to receipt of a damaged-in-transit or faulty item, the valid refund request will be processed within 5-7 working days after approval.

 

SPECIAL PRICES, SALES & PROMOTIONS

  • Please note that during specific sale events, we do experience high volume of orders and your orders could take slightly longer to be dispatched.
  • Special prices, promotions and sale orders are final sale. We do not offer returns or exchanges or alterations for sale orders.
  • If a LIMITED EDITION sold-out item is inadvertently purchased online, you will be contacted via email or phone as soon as possible and offered a suitable replacement, a credit note, or a full refund. Your choice of resolution will be subsequently documented by a follow-on email.
    ‍

CANCELLATION POLICY‍

After a customer has placed an order online, at a pop-up store, or via the at-home PRIVÉ or CONCIERGE service, it is final. We do not offer cancellations.

‍
E-GIFT CARDS

An e-gift card is a virtual (electronic) card, with the option to schedule delivery or receive it instantly.

MORE INFORMATION

  • The LUXTLEY e-gift card is sent to the recipient by email.
  • It’s a great gift for birthdays, anniversaries, graduations and special occasions. This is why we offer the option of scheduling delivery on your loved one’s special day.
  • It is available in multiples of 100 GBP, 250 GBP, 500 GBP and 1000 GBP (or equivalent in other global currencies). You can choose the amount you wish to purchase.
  • It is valid online only with customer purchases from luxtley.com
  • E-gift cards are valid for 3 months from the point of issue. Gift cards that are not used within that timeframe will lapse in validity.
  • LUXTLEY e-gift cards are non-refundable and non-transferable.