Frequently Asked Questions (FAQ)
Frequently Asked Questions
Have a question? You’ll find answers to some of the most common topics below. Still need help? Reach out to us anytime at info@tailorluxe.uk — we’re happy to assist!
Shipping & Delivery
1. Do you offer free shipping?
Yes! We provide complimentary shipping throughout the United Kingdom on all orders. Every package is securely packed to ensure a smooth and timely delivery.
2. Can I have my order sent to a pickup point or locker?
At this time, we only deliver to the address entered at checkout. Unfortunately, delivery to collection points or lockers isn't available.
3. When can I expect my order?
Orders placed before 6:00 PM (GMT), Monday through Friday, are typically dispatched within 1–2 working days. Once shipped, delivery usually takes 5–7 business days, depending on your location. Please note that during peak times, delivery can take up to 6–9 working days.
4. How can I track my shipment?
After your order has shipped, you’ll receive a confirmation email with a tracking number. You can follow your order’s journey via our Order Tracking Page.
5. Which courier services do you use?
We partner with reliable UK carriers such as Royal Mail and DHL to ensure your parcel reaches you safely and on time.
6. What if my order hasn’t arrived or is missing?
Start by checking the tracking info provided in your shipping confirmation email. Still no update? Contact us at info@tailorluxe.uk. If your package is declared lost, we’ll either send a replacement or issue a full refund.
7. What should I do if my item is damaged on arrival?
We’re sorry that happened! Please get in touch at info@tailorluxe.uk within 7 days of receiving your delivery. Include your order number and photos of the damage. We’ll resolve it quickly with a replacement or a refund.
Refunds & Returns
8. How can I return a product?
If you're not happy with your order, email info@tailorluxe.uk within 30 days of delivery. Items must be unused, in original packaging, and include all tags. Refunds are issued after we’ve received and inspected the return.
9. How long do refunds take?
We aim to process refunds within 7 business days after receiving your return. You’ll get an email confirmation once the refund is complete.
10. Who pays for the return shipping?
If your return is due to an issue with the item (e.g., it’s damaged or incorrect), we’ll cover return shipping. For other returns (like a change of mind), the return shipping is your responsibility. Please contact us before returning anything.
Privacy
11. How is my personal data protected?
Your privacy is extremely important to us. We protect all data and transactions with SSL encryption, and we never store your payment details. Your information is safe and secure.
12. Do you share my personal information?
No, never. We do not sell or share your data with third parties. We only use your information for order processing and customer service. Full details are in our Privacy Policy.
Payments
13. Which payment options do you accept?
You can pay with:
- Amex
- Apple Pay
- Google Pay
- Mastercard
- PayPal
- Visa
14. What currency will I be charged in?
All transactions are in GBP (British Pounds). If you’re shopping from another country, your bank may apply conversion fees or use their own exchange rate.
15. Are my payments secure?
Absolutely — your security is a priority. All payments are protected by SSL encryption to keep your data safe during checkout.
16. How do I know if my payment was successful?
Once your payment goes through, you’ll receive a confirmation email with your order details. If you don’t see it, please check your spam folder or contact us directly.
17. What if my payment is declined?
Double-check your card details, billing address, and available funds. Still having issues? Contact your card issuer or email us at info@tailorluxe.uk — we’re here to help.
Contact information
Any questions or just like to talk to us? Please don't hesitate to contact us via:
E-mail address: info@tailorluxe.uk
Phone number: +447476949372
Contact form: Contact page
We thrive to respond within 24 hours during our opening hours.
Business name: Tailorluxe
Address: 1 Betterton St, London WC2H 9BH, United Kingdom
Customer service available hours
Operating Hours (Monday to Friday):
09:00 AM to 18:00 PM (GMT+1 London)
Operating Hours (Saturday to Sunday):
10:00 AM to 16:00 PM (GMT+1 London)