FAQ

Answers below follow our Shipping Policy and Return & Refund Policy. If anything here is ever unclear, those policies are the full terms.

What is CoreLuxo?

CoreLuxo is an online fashion store. You can shop our products at www.coreluxo.com.

Where do you ship?

We deliver to addresses in the United Kingdom only — England, Scotland, Wales, and Northern Ireland. If you are unsure whether we can reach your address, contact us before ordering. If an address cannot be served, we will contact you or cancel and refund the order in full.

Is there an order cut-off time?

Yes. Our cut-off is 17:00 UK time. Orders placed before the cut-off begin processing the same business day; orders placed after it begin processing the next business day.

How long does delivery take?

Processing: 1–2 business days
Transit: 3–7 business days after dispatch
Estimated total: 4–9 business days from the date of your order

Business days are Monday to Friday, excluding UK bank holidays. Weekends and bank holidays are not counted in these estimates.

These are estimates, not guarantees — carrier delays, weather, customs, address problems, and peak periods can affect delivery. Unless we agree a different date with you, we will deliver within 30 days of your order. If we miss that, you may set a new reasonable deadline and cancel for a full refund if we miss it again.

Do you offer free shipping?

Yes. Standard UK delivery is free on all orders. There is no minimum spend, promotion code, membership, or other condition, and no handling or processing fee is added at checkout.

Will I be charged customs, duty, or VAT on delivery?

No. Prices are shown in pounds sterling (GBP) and include UK VAT where it applies. The total shown at checkout is the total you pay. If a carrier ever invoices you for such a charge, send it to hello@coreluxo.com and we will reimburse you.

How do I track my order?

When your order is dispatched we email tracking details to the address you gave at checkout. You can also check your delivery status any time on our Track Your Order page. Carrier tracking can take a few business days after dispatch to show its first scan.

Can I change my delivery address?

Email us within 24 hours of ordering and we will help if processing has not yet started. Once an order has been dispatched the address cannot be changed.

Can I cancel my order?

Yes — we can cancel an order before it is dispatched, so contact us as soon as possible. Once an order has shipped, it is handled under our Return & Refund Policy, including your statutory 14-day right to cancel.

Can I change my mind after my order arrives?

Yes, in two ways:

Your statutory 14-day right. As a UK consumer you may cancel for any reason within 14 days of receiving your order, without explanation. You then have a further 14 days to send the goods back, and we refund everything you paid including the standard delivery cost.
Our 30-day return period. On top of that, we accept returns for 30 days from your delivery date. Items must be unused, unworn, unwashed, and in new condition, with all original packaging and tags intact. Proof of purchase is required.

What if my item is faulty, damaged, or wrong?

Under the Consumer Rights Act 2015 you have 30 days from delivery to reject faulty, damaged, incorrect, or misdescribed goods for a full refund. For six months after delivery you are entitled to a repair or replacement, and it is for us to prove the goods were not faulty when they reached you.

Send us photographs of the product and its packaging. You may choose a replacement or a full refund, and we cover all return costs — including your original delivery charge. The new-condition rules above do not apply in these cases.

How do I start a return?

Contact us by email or telephone before sending anything back, with your order number, the item concerned, the reason for the return, and photographs if the item is faulty, damaged, or incorrect.

Please do not return items without contacting us first — orders are dispatched from more than one facility, and unannounced returns can be delayed or refused. We reply within one business day with approval and the correct return address.

Where do I send my return?

Returns are made by post. We will give you the correct return address once your return is approved — depending on the item, this may be a returns centre or an international warehouse. Please do not send returns to our company address unless we specifically ask you to.

Who pays for return postage?

Faulty, damaged, incorrect, or not as described — we cover the return cost and send a prepaid label or refund your postage.
Change of mind — the return label and postage are the customer's responsibility, under both the statutory 14-day right and our 30-day period. We recommend a tracked service and keeping your receipt.

Is there a restocking fee?

No. We do not charge a restocking fee.

How long do refunds take?

Once your return arrives we inspect it and email you our decision. Approved refunds are processed within 7 business days and issued to your original payment method. Your bank or card issuer may take additional time to post the funds.

Where you cancel under your statutory 14-day right, we refund within 14 days of receiving the goods back or of you showing proof that you have sent them, whichever is earlier.

What currency are refunds issued in?

Refunds are issued in the same currency you paid at checkout. UK orders are charged and refunded in pounds sterling (GBP).

Do you accept exchanges?

Yes. We accept exchanges in line with our Return & Refund Policy, subject to stock availability. Contact us with your order number and the size, colour, or item you would prefer. Where an exchange is not practical we may instead ask you to return the item for a refund and place a new order — we will tell you if that is the case.