FAQs | Luxe Bespoke Frequently Asked Questions UK

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Frequently Asked Questions

We've answered our most common customer questions here. If you can't find what you're looking for, our team is always happy to help.

Orders & Payments

How do I place an order?

You can place an order directly through our website by adding products to your basket and proceeding to checkout. We accept all major debit and credit cards, PayPal, and various Buy Now Pay Later options. If you'd like help placing an order, please contact our team.

Can I amend or cancel my order after placing it?

We process orders quickly to ensure fast dispatch. If you need to make changes, please contact us as soon as possible at sales@luxe-bespoke.com. We'll do our best to accommodate your request, but we cannot guarantee changes once an order has been dispatched.

Do you offer finance or Buy Now Pay Later?

Yes — we offer flexible payment options at checkout including Klarna and other instalment-based payment services. Simply select your preferred payment method during checkout. Eligibility is subject to approval by the finance provider.

Is it safe to pay on your website?

Absolutely. Our website uses industry-standard SSL encryption to protect your personal and payment information. We do not store your card details, and all transactions are processed securely through our trusted payment provider.

Delivery

How long will my order take to arrive?

Standard UK delivery takes 3–5 working days for in-stock items. Larger items such as garden furniture and fireplaces may take longer and will be delivered by our specialist team. Made-to-order and bespoke items have longer lead times — typically 2–8 weeks — which will be confirmed at the time of ordering.

Do you offer free delivery?

Yes! We offer free standard delivery on all UK mainland orders. Delivery to certain remote areas (including Scottish Highlands, islands, and Northern Ireland) may incur a small surcharge, which will be shown clearly at checkout.

Can I track my order?

Yes. Once your order has been dispatched, you'll receive a shipping confirmation email containing your tracking number and a link to track your parcel in real time. Visit our Track Your Order page for more information.

Do you deliver outside the UK?

Currently we primarily serve customers in the United Kingdom. If you're based outside the UK and would like to enquire about an order, please contact us and we'll explore what options may be available.

Returns & Guarantees

What is your returns policy?

We offer a 30-day returns policy on all standard products. Items must be returned in their original condition and packaging. Please visit our Delivery & Returns page for full details of how to initiate a return.

What if my item arrives damaged?

If your item arrives damaged, please contact us within 7 days of receipt with photographs of the damage. We'll arrange a replacement or refund as quickly as possible — please do not dispose of the original packaging before contacting us.

What guarantee do your products come with?

Our products are covered by guarantees of between 1 and 3 years depending on the product category. Visit our Guarantees page for full details of what's covered and how to make a claim.

Products

How do water vapour fireplaces work?

Water vapour fireplaces use ultrasonic technology to produce a fine water mist that, when illuminated with LED lighting, creates a stunningly realistic flame effect. They produce no real heat, no smoke, no emissions, and require no flue — making them safe, clean, and suitable for virtually any room. Visit our fireplace guide to learn more.

Can I have a product made to bespoke dimensions?

Yes! We offer a full bespoke design service. Visit our Bespoke Service page to learn more and request a free consultation with our design team.

Do you offer product samples?

For trade customers and large orders, we may be able to arrange samples or provide a more detailed look at specific products. Please contact our team to discuss your requirements.

Can I get help choosing the right product for my space?

Of course! Our expert team is here to help. You can contact us via our contact form, email us at sales@luxe-bespoke.com, or browse our buying guides for expert advice.

Trade & Business

Do you have a trade programme?

Yes! The LUXE BESPOKE Trade Programme is open to interior designers, architects, property developers, contractors, and other design professionals. Members receive exclusive pricing, a dedicated account manager, and priority stock access. Apply on our Trade Account page.

Do you supply to commercial projects?

Absolutely. We regularly supply to hotels, restaurants, bars, and large-scale residential developments. Our trade team can provide tailored quotes, dedicated project support, and flexible payment terms for commercial orders. Get in touch to discuss your project.