FAQs

We are here to help. Take a look below to read the answers to our frequently asked questions.

  • PLACING AN ORDER

    How do I place an order on LUXSALE?

    Like every eCommerce website, placing an order on LUXSALE is very straight-forward. You can simply add the items you'd like to purchase to your basket and checkout securely. We will be asking you some basic information to make sure we deliver the items to the correct location and send the digital invoice to the correct recipient.

    What payment methods do you accept?

    We accept all the major credit and debit cards: Visa, Mastercard and AmericanExpress.

    Do you accept international credit or debit cards?

    Yes, we do. We accommodate our international clientele by offering them the option of paying with their preferred credit or debit card. On the payment page, just make sure you indicate the address the card is registered at and select the correct Country from the dropdown.

    When  will I be charged?

    Our system processes card payments in a matter of seconds. Make sure you don't refresh the page while the payment is processed and wait for the confirmation message on your screen after submitting the order. We will also send an email to the address you indicated in the checkout process, confirming the unique order number, the charge and the purchased items.

    Do prices include VAT?

    All our online prices include UK sales tax (VAT) at the current rate. Should you need further assistance around VAT matters, please feel free to contact us.


    Can I save items for later?

    Yes, you can. You can add items to your Wishlist by clicking the small heart on the product pictures: it is located on the top right corner of the image both in product and category pages. To access your Wishlist, click the heart on the header navigation bar on desktop or, on mobile, head to the menu and then look for the "Wishlist" link.

    Please note you need to have an account with us to access and add items to the Wishlist.


    Can I have my items gift-wrapped?

    Unfortunately, we don't offer a wrapping service for our smaller items yet. However, we invite our customers to let us know if they need an earlier delivery to be able to sort out the wrapping themselves: simply contact us and we will be happy to help.


    Can I cancel or make changes to my order?

    As your purchase will be processed by our logistic department pretty quickly for dispatch, please contact us as soon as possible to cancel or make changes to an order.

    Can I place an order over the phone?

    Please call our friendly customer service team on 020 8752 8931 to place your order over the phone.

  • MY ACCOUNT

    Do I need an account to place an order?

    You don't necessarily need an account with LUXSALE. When placing your first order, we will ask you some information for us to be able to know where to deliver the items and who to send the digital invoice to. You can place the order and choose whether if you want us to create an account for you with those details after confirmation.

    Why should I register for an account on LUXSALE?

    We recommend that you register for a LUXSALE account so you can add your favourite designs to your wishlist, keep track of past and current orders and checkout easily when you return to purchase new items. Also, registering for an account gives our customers privileged information such as new stock brought in our catalogue, as well as access to tailored offers for specific items.

    I have forgotten my password: what should I do?

    Firstly, don't panic. Every time we prompt a request for a user to insert their email address, a link for the 'Forgot your password?’ scenario is always shown underneath the field. By clicking it, our system will send an email to your inbox for you to be able to reset your password. Please make sure you always try to login with the email you registered yourself with.

    How do I update my password, email, shipping and billing address?

    You can make any changes to your personal information by heading to the account information page. Please note any changes you make will apply to future orders only. Should you wish to amend the details of an order that has been already invoiced to you, please contact us

  • DELIVERY


    How much do you charge for shipping?

    Delivery charges are automatically calculated in the checkout based on the address and the number of people from our staff required to deliver the items. The charge is calculated when entering the postcode in the shipping details field at checkout.


    When will I receive my order?

    All our items are in stock and available for immediate delivery. Once we receive your order, a member of our team will get in touch to arrange the most convenient time for you to receive and start enjoying your products. If you don't receive a call from us by the 2 working days following your purchase, please do contact us.

    Can I collect my order?

    Yes you can. Simply select 'Collect from Showroom' as your delivery option and we will prepare the items for you to collect from our West London premises.

    Please do not show up for collection until you get confirmation from our team: we value our customers time a great deal, we do not wish for them to wait unnecessarily.

    How do I track my delivery?

    Our in-house fleet will be in touch with you and provide you with regular updates on your order, from booking the slot till delivery day. For smaller items, we may dispatch your order through third party services: if they provide live tracking information, we will share the details for you to track your order.


    Do you ship internationally?

    Yes we do. However, due to the complexity in automating the calculation for international deliveries, we ask our customers to contact us before ordering so that our team can help with quoting and arranging the international shipment.

    Alternatively, you can select "Collect from Showroom" as your delivery option in the checkout and arrange autonomously for a company of your choice to deliver the products to you.

  • RETURN & REFUND

    How do I return an item?

    If you are unsatisfied with your order you may return your items to us within 14 days. Please contact us before returning your order so that our team can agree on necessary arrangements.

    If you are returning your items after delivery has taken place, you will be responsible for returning the items to LUXSALE at your own cost. To exercise your right of cancellation you must give written notice to LUXSALE via letter or email with full details of your order provided that the products are returned to us in perfect condition. Notification by telephone is not sufficient.


    How long do refunds usually take?

    Refunds will be processed within 14 working days of your items being returned to us. Once we receive the items, we will inspect to make sure they are in the same condition as they were when delivered.

    We will notify you when your refund has been processed. Depending on your bank, this should show up in your account within 7-10 working days.

  • OUR SERVICE

    What is LUXSALE?

    LUXSALE is a luxury furniture outlet. We partner with high-end furniture and home accessories suppliers, offering superior quality products at a discounted price. Our extensive range brings together overstock, ex-display and end-of-season designs in one easy-to-use website.


    Do you have a showroom?

    Our outlet is conveniently located within the The Sofa & Chair Company Showroom in West London. Most of our items are displayed in beautiful sets and you can visit us at 1 Western Avenue Business Park, Mansfield Road, London, W3 0BZ.


    How do I get in touch with LUXSALE?

    You can either contact us through the form on our website, or simply reach out to us by calling +44 (0)20 8752 8931.

  • OUR PRODUCTS

    Do items sell out?

    As a luxury furniture outlet, designs sell very quickly so it's best to act fast.