Delivery
How much is delivery?
UK Standard is £3.95, and free on orders of £50 or more. Express is £6.99. The cost is shown on the product page and in your basket — nothing is added at the payment step.
How long will my order take?
Standard delivery arrives within 1–7 working days from when you place your order. Express arrives within 1–2 working days after despatch. Orders placed before noon on a working day are normally despatched the same day.
Do you deliver outside the UK?
Not at the moment. We deliver within the United Kingdom only.
Is the packaging discreet?
Yes. Every order goes out in plain, unbranded outer packaging with nothing on it to indicate the contents or the shop. Your card statement shows LUXIDOO.
What if my parcel does not arrive?
It is our responsibility until it reaches you. Email info@luxidoo.com and we will replace it or refund you.
Sizing
How do I know what size to order?
Every brand we stock has its own size chart on our Size Guides page. Sizing genuinely does vary between labels, so it is worth checking the chart for the specific brand rather than assuming your usual UK size.
I am between sizes — what should I do?
Email us with the measurements from the chart and the item you are looking at, and we will tell you what we would suggest. We would rather get it right first time.
Returns
Can I return something?
Yes. You have 14 days from receiving your order to cancel it, and a further 14 days to send the goods back. Email info@luxidoo.com first and we will send you the return address.
Who pays for the return postage?
You do, for a change of mind. We pay it if the item is faulty, damaged or not what you ordered.
Can I try things on?
Yes — try items on for fit over your own underwear, with the tags still attached, exactly as you would in a shop. That is protected.
Are there items I cannot return?
Only where an item was supplied sealed for hygiene reasons and that seal has been broken. If the seal is intact, you can return it. This never affects your rights over a faulty item.
Do you charge a restocking fee?
No.
How long does a refund take?
Within 14 days of us receiving the goods back, or of you showing us they were sent — whichever comes first. It goes back to the method you paid with.
Full detail is in our Returns & Cancellations policy.
Products
Are your products genuine?
Yes. Everything we sell is genuine branded stock.
Are you an official stockist?
We are an independent retailer, not an authorised distributor or agent of the brands we sell.
What is an item made of?
Fibre composition is listed on the product page wherever our supplier provides it. If it is missing from something you are interested in, email us and we will find out.
Orders and payment
When is my order confirmed?
The email you get straight after ordering confirms we have received it. Your order is accepted when we email you to say it has been despatched.
Can I change or cancel an order?
Email us as soon as you can. If it has not been despatched we can usually change or cancel it at no cost.
What payment methods do you accept?
All the methods shown at checkout, including Apple Pay, Google Pay and Shop Pay.
Still stuck?
Email info@luxidoo.com — we aim to reply within one working day.