Shipping And Returns Policy

Modern living room with a sectional sofa, glass coffee table, and futuristic chandelier, during sunset with cityscape view.

Shipping

Services Provided:

Here at Luxe Bespoke, we are proud to provide free shipping (standard delivery) on all orders. We take great pride ensuring order get processed as quickly as possible however during busy periods delivery times can be delayed slightly. Express processing times and shipping times can be added on to an order for a added fee.

Delivery times:

Upon receiving your order, it will be sent to the processing team to carefully sort and package your chosen items. This typically takes around 3-4 working days due to our products being made to order to ensure our customers requirements can be made. Once your order has been processed and dispatched from our warehouse, delivery typically takes between 5-10 working days (factors like parcel size, time of year, and delivery location can all contribute to extended delivery times). If you have any questions regarding delivery times please feel free to contact our team.

Order Tracking:

Once your order has been processed, packaged and passed onto our courier, a tracking number will then be issued within 1-2 days of the courier collection. If you have any questions regarding tracking updates, please feel free to contact our team.

Returns And Exchanges

Returns:

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. Please note to be eligible for a return:

  1. Your light fixture must be in the same condition it was received. 

  2. The light fixture must be unused. (unless the product has been powered up and there is a fault with the light)

  3. Your return should include all items that were in the original package.

  4. All items must be returned in their original packaging. 

  5. You will also need the receipt or proof of postage (Postage cost is the responsibility of the customer)

  6. Items returned within 30 days will be eligible for a refund back to the original method of payment (or a refund in store credit if selected).

Exchanges:

We do not unfortunately accept exchanges. If there are damages to the fixtures, please reach out to us, and we will help replace any damaged parts or the fixture based on the situation. The fastest way to ensure you get your desired exchange of unit is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Note that return shipping costs will not be covered. 

Frequently Asked Questions

  • If you have not received your package within 25 business days, you can apply for a full refund by emailing us. Note that LUXE BESPOKE LIGHTING will not be responsible for replacing/refunding packages delivered to the incorrect address provided by the customer. If the customer wishes to have the parcel re-shipped due to an error in the shipping address, the shipping cost will not be covered.

  • All Luxe Bespoke products come with a minimum 12 month warranty. Note that the warranty only covers manufacturing defects and does not cover any normal wear and tear. Luxe Bespoke reserves the right to ask for evidence (including photos and/or videos) of the defective parts and replace the parts based on our discretion. Only one incident is covered per item. If you purchase our extended warranty, your coverage period will be extended accordingly.

  • Please inspect your order upon reception and contact us immediately (within 15 days of the receipt of the product) if the item is defective, or damaged or if you receive the wrong item. This is so that we can evaluate the issue and make it right by replacing the problem parts or the fixture based on the situation. Please know that photos and/or videos are mandatory for our team to assess the issues and provide the best resolutions possible. If you wish to return the fixture instead, you will be responsible for the return shipping costs. However, we will always make it right by sending you replacements free of charge, provided that we receive high-quality photos and/or videos showing the defects.

    If the package arrives and the packaging has been damaged by the delivery company, leading to a damaged product, a claim will have to be placed by the customer against the delivery company to compensate the damaged goods.

  • Yes! Our lights come with instructions on how to assemble the light together and a wiring diagram. However we highly recommend that our lights are installed by a qualified electrician. (Please not depending on the size and complexity of some lights, some may take longer than others to assemble.