RETURNS POLICY

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Sale items

We do not offer refunds on sale items. Refunds are only applicable for full price items. Sale items can still be exchanged or returned for a store credit note.

Return Shipping Costs

The cost of returns is to be paid for by the customer.

Eligibility for Returns

To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at bearpenthouse@gmail.com.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / Non-returnable Items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14-Day Cooling Off Period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

SHIPPING POLICY

At Lux Penthouse, we are committed to providing our customers with a seamless and efficient shipping experience. Please review the following shipping policy to understand how we handle the delivery of your orders.

Order Processing Time:
- We strive to process and dispatch all orders within 48 hours of receiving payment confirmation, Monday through Friday. Orders placed on weekends or holidays will be processed the following business day.

Delivery Times:
- For orders within the United Kingdom (UK), you can expect your items to arrive within 3-5 working days from the date of dispatch.
- International orders may take between 5-8 working days to reach their destination from the date of dispatch.

Please note that these delivery times are approximate and may vary due to factors beyond our control, such as customs delays or unforeseen circumstances. We will do our best to keep you informed of any delays that may affect your order.

Shipping Methods:
- Within the UK, we use reliable and trusted shipping carriers to ensure the safe and timely delivery of your items.
- For international orders, we utilize reputable international courier services to provide efficient and secure shipping.

Shipping Costs:
- Shipping costs will be calculated at checkout based on the destination and weight of your order.

Order Tracking:
- Once your order has been dispatched, you will receive a confirmation email containing a tracking number. You can use this tracking number to monitor the progress of your shipment.

Incomplete or Incorrect Addresses:
- It is the responsibility of the customer to provide accurate shipping information. Please double-check your shipping address during checkout. If an incorrect or incomplete address is provided, we cannot guarantee delivery, and any additional shipping charges incurred will be the responsibility of the customer.

Lost or Stolen Packages:
- In the rare event that your package is lost or stolen in transit, please contact our customer support team, and we will work with the shipping carrier to resolve the issue.

Customs and Duties (International Orders):
- Customers outside of the UK may be subject to import duties, taxes, and customs fees imposed by their country's authorities. These fees are the responsibility of the recipient and are not included in the purchase price or shipping charges.

Returns and Refunds:
- For information on returns and refunds, please refer to our [Return Policy]

Important Info

We are unable to amend or cancel orders once placed you must return the order once received if you no longer require it.

Please note we cannot alter any incorrect addresses due to the high volume of emails we receive. Please ensure you check your address is correct and your house number is included. if the order is returned back to us a £2.99 handling fee will be deducted from your refund on top of postage costs for packaging and admin charges.