Shipping policy
At Da'luxe Perfum London, we aim to dispatch all orders promptly and work closely with Royal Mail, Yodel and Evri to ensure reliable delivery. This policy explains our processing times, delivery estimates, and how delays, lost parcels, and refunds are handled. By placing an order, you agree to the terms outlined below.
Shipping Methods and Costs
Most orders are shipped via Royal Mail using Tracked 24 or Tracked 48 services.
Free shipping is available on orders over £44.95.
Processing Time
Orders are processed within 1–2 business days (Monday to Friday, excluding public holidays).
Orders placed on weekends or public holidays will be processed on the next working day.
Processing time refers to preparing, packing, and dispatching your order and is separate from delivery time.
Delivery Time (Estimated, Not Guaranteed)
Once dispatched, delivery times are estimates provided by Royal Mail and are not guaranteed.
Royal Mail Tracked 24 aims to deliver within 1–2 working days after dispatch
Royal Mail Tracked 48 aims to deliver within 2–4 working days after dispatch
Delivery times may be affected by factors outside our control, including high seasonal demand, adverse weather, industrial action, or operational delays within Royal Mail.
Delivery delays do not constitute grounds for a refund where the parcel is confirmed as in transit or delivered.
Tracking
Once your order has been dispatched, you will receive a Royal Mail, Evri or Yodel tracking number by email. Please check your junk or spam folder if you do not see this.
Tracking updates are provided directly by Royal Mail, Evri or Yodel and may take time to refresh.
Responsibility After Dispatch
Once an order has been dispatched and handed over to the carrier, delivery is the responsibility of the courier.
Da'luxe Perfume London cannot be held responsible for courier delays once the parcel is in transit. We will, however, assist customers by liaising with the carrier where required.
Refunds, replacements, or chargebacks will not be accepted for delayed deliveries where tracking confirms the parcel is still in transit.
Lost Parcels (Royal Mail Thresholds)
In line with Royal Mail’s official policy:
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Tracked 24 parcels are only considered lost after 10 working days from the due delivery date
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Tracked 48 parcels are only considered lost after 10 working days from the due delivery date
A parcel cannot be deemed lost until these timeframes have passed.
If a parcel appears delayed, we will open an investigation with Royal Mail. Investigations typically take 5–7 working days, but may take longer during peak periods.
Refunds or replacements will only be issued once Royal Mail confirms the parcel is officially lost. No refunds or replacements will be issued while an investigation is ongoing.
Delivered Parcels
If Royal Mail tracking confirms a parcel as delivered, it is considered successfully delivered.
Customers are responsible for checking with household members, neighbours, or their local delivery office before contacting us.
We do not issue refunds or replacements for parcels marked as delivered by Royal Mail.
Incorrect or Incomplete Addresses
Customers are responsible for ensuring the delivery address provided at checkout is correct and complete.
We cannot be held responsible for parcels delivered to an incorrect or incomplete address supplied by the customer. Orders affected by address errors are not eligible for refunds or replacements.
Cancellations
Orders may only be cancelled if they have not yet been dispatched. Once an order has been shipped, it cannot be cancelled.
Please contact us as soon as possible during business hours (10am – 5pm) if you wish to request a cancellation.
Exceptional Circumstances
During Royal Mail strikes, extreme weather conditions, peak seasonal demand, or other non-working periods, delivery times may be extended beyond standard estimates.
In these circumstances, delivery delays do not qualify for refunds or chargebacks.
Contact Us
If you have any questions regarding shipping or your order, please contact our customer service team at daluxeperfume@hotmail.com
