Got a question? We’ve got answers. Browse the topics below or contact our team if you need further help.
About Our Products
What types of shoes do you sell?
Luxe Luxe specialises in premium footwear including leather boots, Oxford shoes, sneakers, Martin boots, and women’s heels. All our shoes are crafted from high-quality materials for lasting comfort and style.
Are your shoes genuine leather?
Yes. Our core collection uses genuine full-grain and top-grain leather. Each product page clearly states the materials used, so you always know exactly what you’re getting.
How do I know what size to order?
We have a detailed Size Guide with US, EU, and UK size charts for both men and women, plus step-by-step measuring instructions.
Do your shoes run true to size?
Most of our shoes run true to size. However, we recommend checking individual product pages for specific sizing notes, and referring to our Size Guide to measure your foot length for the best fit.
How do I care for leather shoes?
Keep leather shoes clean with a soft cloth, apply leather conditioner every few months, use cedar shoe trees to maintain shape, and store away from direct sunlight. Avoid soaking in water.
Are your shoes ethically made?
We are committed to ethical sourcing and fair working conditions. We work with trusted manufacturers who share our values for quality craftsmanship and responsible production.
Shipping & Delivery
Do you ship worldwide?
Yes, we offer free worldwide shipping on all orders. Delivery times vary by destination — typically 7–15 business days internationally.
How long does shipping take?
Standard international shipping takes 7–15 business days. Expedited options are available at checkout for faster delivery.
How can I track my order?
Once your order ships, you’ll receive a confirmation email with your tracking number. You can use this number on the carrier’s website to follow your package in real time.
Are there any customs or import duties?
Depending on your country, customs fees or import duties may apply upon delivery. These charges are the responsibility of the customer and are set by your local customs authority.
Returns & Exchanges
What is your return policy?
We offer a 30-day return window from the date of delivery. Items must be unworn and in original condition. Visit our Return Policy page for full details.
Can I exchange for a different size?
Absolutely! Size exchanges are completely free. Email us at support@luxeluxe.shop within 30 days of delivery with your order number and desired size.
My order arrived damaged — what do I do?
We sincerely apologise! Please email support@luxeluxe.shop with your order number and a photo of the damage. We’ll arrange a replacement or full refund right away at no cost to you.
Can I cancel or change my order?
We process orders quickly, but if you need to cancel or make changes, please contact us immediately at support@luxeluxe.shop. We’ll do our best to accommodate your request before the order ships.
Payments & Security
What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, American Express), PayPal, and other secure payment methods available at checkout.
Is my payment information secure?
Yes. Our checkout is fully SSL-encrypted and we never store your full card details. All payments are processed through trusted, PCI-compliant payment gateways.
Our Guarantee & Loyalty
What is your 90-day guarantee?
We stand behind our craftsmanship. If your shoes develop any manufacturing defects within 90 days of purchase, we’ll repair or replace them free of charge. This does not cover normal wear and tear or accidental damage.
Do you offer gift wrapping?
Yes! Gift wrapping is available as an option at checkout. We’ll package your order beautifully — perfect for birthdays, anniversaries, or any special occasion.
Do you offer discounts or promotions?
Yes! Subscribe to our newsletter to receive exclusive discounts and be the first to know about sales and new arrivals. We also run seasonal promotions — follow us on social media to stay updated.
Do you have a loyalty programme?
We’re working on an exciting loyalty programme for our valued customers. Subscribe to our newsletter to be notified as soon as it launches.
Contact & Support
How do I contact customer support?
You can reach us by email at support@luxeluxe.shop, Monday to Friday, 9:00 AM – 6:00 PM GMT. You can also contact us via WhatsApp through our Contact page.
How long does it take to get a response from support?
We aim to respond to all enquiries within 1–2 business days. For urgent matters, please mark your subject line as ‘URGENT’ and we’ll prioritise your message.
Do you have a physical store?
We are currently an online-only retailer, which allows us to offer premium quality at competitive prices. We ship worldwide so everyone can access our collection.
Still have a question? Get in touch — we’re always happy to help.
