FREQUENTLY ASKED QUESTIONS

You can cancel a pre-order order that has not yet been fulfilled within 14 days. If the order has been fulfilled, then you can't cancel the order, but you can request a return upon receipt. See our returns policy for more details on returns and refunds. 

To cancel your pre-order, please contact us via email at admin@luxecouture.co.uk. Please include your order number in all correspondence.

When you customise a product, you are buying an item made to your specific requirements. You may cancel your customised item within 48 hours of placing your order. After this timeframe, your order will go into production. Due to the bespoke nature of our customised items, a 40% cancellation fee may apply.

Once your cancellation request is received, we will process your refund within 3-5 business days, minus the applicable cancellation fee.

Keep an eye on your inbox! Once you place an order, you will receive an order confirmation email with your order number and a summary of your items. Once your order has been dispatched, a shipping confirmation email containing your tracking number will be sent.

We accept Visa, MasterCard and Maestro debit and credit cards.

Standard Delivery: Free on all UK orders

Express Delivery: £7.99

Delivery charges will be clearly displayed at checkout if express delivery is selected.

While international shipping isn't available quite yet, it's a high priority for us and we anticipate launching it in the near future.

For in-stock items, expect dispatch within 1-2 business days, excluding weekends and holidays, from the moment your order is received. Pre-order and customised items will have dispatch dates specified on their individual product pages, as these vary based on production and availability. Regarding delivery, standard delivery takes 3-5 working days and is free of charge, while express delivery, available for a fee at checkout, arrives within 1-2 working days. Please note that delivery times can fluctuate depending on stock availability and your location.

Store the gown in a cool, dark, and dry place, away from direct sunlight and extreme temperature fluctuations, to prevent fading and fabric degradation. If your dress is heavily embellished, we recommend hanging on a sturdy hanger and covering in a zip up garment bag to avoid any damage.

Plain and unembellished evening gowns may be professionally dry cleaned. However, embellished gowns require professional spot cleaning only and should not be laundered. Always refer to the care label inside the garment for specific instructions.

To arrange a return, please visit the Returns Portal. All customers must log their return via the Returns Portal within 14 days of receipt. Once the return is logged, customers must return the item to us within 14 days from that date. After the 14 days, the label will expire, and a return cannot be processed or accepted. Items sent back to us without first requesting a return will not be accepted. All returns sent back by customer's other preferred shipment service rather than Returns Manager Portal are at customers own risk. You can always contact us for any return questions at admin@luxecouture.co.uk.

We want to ensure you get exactly what you want. Please return your item for a refund, and you can then place a new order for your preferred item.

All return postage and fees are the responsibility of the customer. Please note, you will receive the cost of the garment, minus the cost of delivery and returns fees back. 

Your evening or prom dress consultation will be 30 minutes in the fitting rooms. Feel free to come up to 30 minutes early to have a browse before your appointment! During this time, you'll have access to over 400 stunning dresses and the expert guidance of our in-store stylists to help you find your dress.

Our bridal consultation lasts for one hour. During this time, you'll have the entire store to yourself, creating a relaxed and private environment to explore our collection and find your perfect gown.

We understand the importance of having trusted opinions from your loved ones. We do allow a limit of how many guests you can bring to your consultation, to ensure a relaxed and enjoyable experience.

For bridal consultations, you can bring up to three guests, while for evening/prom dress consultations, you can bring up to two guests.

Our evening/prom dress consultations are complimentary, while a £30 fee applies to our bridal consultations.