FAQs - Orders
DO I HAVE TO PAY CUSTOMS CHARGES ON MY ORDER?
Unfortunately Femme Luxe is unable to advise what customs charges may be applied to international shipments. Customs charges are applied at the discretion of the courier and are not covered by Femme Luxe. If you are concerned about customs charges, please contact your local customs office to prevent a surprise on arrival.
WHAT IF I HAVE NOT RECEIVED PART OF MY ORDER?
We are so sorry to hear you haven’t received part of your order!
If you are missing part of your order, please double check:
Your confirmation email, if your order is going to be sent in multiple parts then your dispatch email will only include some of the items you ordered, you will then get another dispatch email. You will also receive multiple tracking numbers.
The receipt/invoice in the bag, this will show the items you should have received in this parcel. If you have everything that is on the invoice the rest of your order will come separately.
Your Femme Luxe parcel packaging, if your order is arriving in multiple parcels then there will be a sticker on the bag to let you know the order has been split.
If you are missing items from your order and your dispatch email and invoice show all items on your order, then please get in touch with our customer care team by emailing email@example.com
HOW CAN I PAY FOR MY ORDER?
We've got you, girl! We accept the following payment methods: Visa, Visa Debit, Solo, Maestro and Electro, PayPal, Google pay, Buy now pay later with Klarna, Amazon.
IS IT SAFE TO ORDER ONLINE?
You can be assured that shopping with Femme Luxe is 100% safe. We provide additional security when using your payment cards online such as encryption systems and full compliance with GDPR protocols.
WILL I RECEIVE A CONFIRMATION EMAIL WHEN I PLACE MY ORDER?
Once you've placed an order, you will be directed to an order confirmation message with your order number provided. This information will also be emailed to you; this can take up to 30 minutes to arrive in your inbox, so please keep refreshing until you have it. Once our warehouse team have processed your order, you will receive a second email to let you know that your order is on its way to you!
CAN I MAKE CHANGES TO MY ORDER? (E.G.ADDRESS)
Unfortunately, once you've placed your order it is not possible to change it in any way or amend any details. This is because our warehouse team will have already started processing your order and packing it up.
CAN I CANCEL MY ORDER?
To make sure you receive your items as soon as poss, we start processing your order as soon as we get it through. This means that once your order has been placed, you will be unable to cancel it, sorry!
WHAT SHOULD I DO IF I RECEIVE AN INCORRECT OR FAULTY ITEM?
We're so sorry to hear that you've received an incorrect or faulty item. Please send us an email at firstname.lastname@example.org with your order number, the name/product code of the item you were supposed to receive and any further details. To return an item please follow the steps stated in ‘How do I return an item?’ and we'll do our best to resolve this for you.
CAN I EXCHANGE AN ITEM?
Unfortunately, we are currently unable to process any exchanges. You can return your items to us and place a new order to receive the same item or another style. Please return your item(s) to us following this procedure:
- Re-package the item(s) in its original packaging or in a secure package with labels and tags still attached.
- Cover your address label with the Femme Luxe returns label.
- Return the package by using the Post Office counters and obtain proof of postage from the Post Office. Please do not post the package through the post box without obtaining a certificate of posting.
- Keep your certificate of postage safe as you will need this as your proof of return.