Don't order from this website, its a complete scam. Placed an order for a dress in two different sizes end of Nov 25. A few weeks later only one dress arrived and the quality was awful. I requested... See more
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Still waiting for a Ralph Lauren jumper ordered mid December at a cost of £55. Still waiting no response to latest queries. I have advised unless i hear from them close of business today i intend to r... See more
Do not order from company. Ordered a pyjama set for a Christmas present 2 weeks before Christmas. Still no order arrived. Emails ignored when asked for a refund. Obviously a scam company wanting to co... See more
If I could give 0 I would! Coat arrived… 3 weeks late! Was shocking quality, definitely not worth £55 let alone the full price! Sleeve cuff came sewn together! I had no choice but to unpick stitching... See more
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314 reviews
Replied to 89% of negative reviews
Typically replies within 2 weeks
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Absolutely disgusting I’m still waiting…
Absolutely disgusting I’m still waiting for a refund which I honestly think I will never receive as it’s been over a month & now they have stopped replying to my many emails! Do Not buy from them !
30 June 2025
Unprompted review
Reply from Luxandclassy
Dear Claire,
We are very sorry to hear about the frustration you have experienced regarding your refund. At Lux & Classy, we aim to process all returns and refunds in line with our policy, and we regret that your case has not yet been resolved to your satisfaction.
Please be assured that we do not ignore our customers, and we take claims such as yours very seriously. We would like to review your order details once more so that we can finalize the refund for you as quickly as possible. Our team is committed to resolving this properly and ensuring that your concerns are addressed.
We value your feedback as it helps us improve both our processes and communication, and we hope to restore your confidence in us.
Kind regards,
Lux & Classy Support Team
I have been unable to get a refund for…shoes
I have been unable to get a refund for shoddy goods.
Sent them back to returns address on package but they claim this is not the official address!
Reported to Trading Standards.
Fraudulent practice
12 August 2025
Unprompted review
Reply from Luxandclassy
Dear Jane,
We are very sorry to hear about your experience and the frustration this has caused.
Please allow us to clarify that Lux & Classy does process refunds and returns, but they must be sent to the official return address provided by our support team. Unfortunately, items sent to any other address cannot be received or processed correctly, which may explain the difficulty you encountered.
We understand how disappointing this must feel, and we regret any confusion surrounding the return instructions. Our support team would be glad to revisit your case and guide you step by step to ensure it is resolved appropriately.
We take feedback such as this very seriously, and we remain committed to improving both clarity and communication around our returns process.
Kind regards,
Lux & Classy Support Team
Absolute scam of a company
Absolute scam of a company, need to be shut down. The dress sent was absolutely nothing like the picture on the website. Poor quality material. Horrendous stitching, dress had no shape and was about 3 sizes too big despite measuring before I ordered. I emailed to ask for a return form and was told no, that the product I received was the same as the picture. Absolute joke! Fraudsters. Avoid at all costs. Now going through trading standards
21 August 2025
Unprompted review
Reply from Luxandclassy
Dear Gemma,
We are truly sorry to hear that your order did not meet your expectations. At Lux & Classy, we aim to ensure that all items are accurately represented on our website, and we regret that you felt the dress you received was not as described.
Please allow us to clarify that we do accept returns in line with our published policy, and our team always seeks to assist customers with the process. We sincerely apologize if our communication regarding your return request was not clear or left you feeling unsupported.
We take feedback of this nature very seriously and will review your comments with our team to prevent similar concerns in the future. We would welcome the opportunity to look into your case once more and provide you with the appropriate resolution.
Kind regards,
Lux & Classy Support Team
FRAUDSTERS
I ordered shoes on the 5th July and Im still waiting. No tracking updates either. I have asked for a refund numerous times but its not even been acknowledged. It's the same responses they give to everyone. Why is this company still operating and allowed access to people's bank accounts? TOTAL SCAMMERS
AVOID AT ALL COSTS
5 August 2025
Unprompted review
Reply from Luxandclassy
Dear K Mac Gilp,
We are very sorry to hear about the disappointment and frustration you have experienced. Please be assured that Lux & Classy is a legitimate store, and we do dispatch all orders with tracking information. We regret that you have not received updates in your case and that your request for a refund has not yet been properly addressed.
Our support team would like to review your order in detail and resolve this matter for you as quickly as possible. We kindly ask that you reach out once more with your order number so we can investigate the delay and ensure you receive either your parcel or a refund in line with our policy.
We take feedback of this nature extremely seriously, and we will use your comments to improve both our communication and service.
Kind regards,
Lux & Classy Support Team
Wish I had read the reviews on this…
Wish I had read the reviews on this company.. I ordered a pair of shoes that I thought was in the UK but turns out they are based on China, the shoes are cheap, horrible and look very very cheap not the price I paid for them. The website says you should receive a return label and receive a full refund no questions if your not happy. THIS IS LIES ... I have been trying to return this item and receive a full refund for over a month to be told to return them to China before I get my refund.,A COST OF £22.50 TO RETURN..... Not happening I will be reporting this website DO NOT GO NEAR A TOTAL SCAM ......
15 July 2025
Unprompted review
Reply from Luxandclassy
Dear Marcus,
We are very sorry to read about your disappointing experience, and we sincerely apologise for the frustration this has caused.
To clarify, we are a UK-based online retailer, but some of our fulfilment centres are located overseas, including China. This is why, in certain cases, returns are directed back to our international warehouse. Unfortunately, international returns do involve higher shipping costs, and we completely understand how inconvenient this is for our customers.
Our returns policy is published on our website to ensure transparency, but we do appreciate that this may not have been as clear as it should have been at the time of your purchase. We are currently working to improve communication around this so that customers are fully informed before ordering.
Please rest assured that we take customer concerns seriously, and your feedback will be used internally to help us refine both our product quality standards and our returns process.
We deeply regret that this has left you feeling misled and dissatisfied. If you are still looking to resolve this matter, we kindly ask you to contact our support team at info@luxandclassy.com
, and we will review your case again to see what can be done to help.
Once again, we apologise for the inconvenience and disappointment you have experienced.
Kind regards,
Lux & Classy Support Team
*DO NOT USE THIS COMPANY * This company…
*DO NOT USE THIS COMPANY * This company is beyond appalling I have spent months wrangling with a chat bot trying to process my return which leads nowhere. Contrary to the return rules on their website.... ' you can return a product for any reason within 30 days guaranteed no questions asked. The customer will receive the shipping label from us ' ...THIS IS A COMPETE LIE ...I have received endless emails over months offering partial refund of the cost and to keep the dress and when I have asked to escalate to a manager Chloe (the chat bot) is no longer replying to my emails. The phone line leads to a dead tone so i am completely stuck. Lux and Classy are fraudulent and rely on customers giving up because they make the refund process so laborious. Shame on them
18 August 2025
Unprompted review
Reply from Luxandclassy
Dear Betty,
We are truly sorry to read about your experience and we fully understand how upsetting and exhausting this has been for you. Please accept our sincere apologies for the inconvenience caused.
To provide clarity, our return policy does allow customers to request a return within 30 days. However, depending on the product type and where it was shipped from, in some cases the return must be sent back to our overseas fulfilment centre. This is why instead of providing a prepaid return label, we sometimes offer customers a partial refund and allow them to keep the item as a goodwill gesture — this avoids the very high international return costs that can sometimes exceed the value of the item itself.
We never intend for this to come across as misleading or fraudulent, and we regret that the communication around this has left you feeling misled. It is not our goal to make the process difficult; on the contrary, we try to find the fastest solution for customers, which is why partial refunds are often suggested.
We are also aware that at times responses may have felt automated or repetitive, and we deeply regret that you felt you were not properly heard. We will be reviewing your case internally to ensure that situations like this are handled with more transparency and care moving forward.
If you are still seeking a resolution, please reach out again to our support team at info@luxandclassy.com
with your order details, and we will personally review your request at management level.
We are very sorry again for the frustration you’ve experienced and thank you for bringing this matter to our attention.
Kind regards,
Lux & Classy Support Team
Scam!
I ordered shoes from this website on 6th July and received a link to track shipping which takes me to a foreign shipping company and never updates.
I'm writing this on 18th August, I never received the shoes and I had to have my card cancelled as after ordering from here, my bank stopped suspicious activity with purchases that I didn't make.
Save yourself money and a lot of hassle!
6 July 2025
Unprompted review
Reply from Luxandclassy
Dear Hannah,
We are truly sorry to hear about your experience and the distress this situation has caused you. Please allow us to reassure you that all of our tracking links are completely safe and secure, and there is absolutely no risk of fraudulent activity from our side. We deeply regret that you’ve been made to feel otherwise.
As a small business, it is disheartening for us too when courier partners fail to provide timely updates or when shipments face unexpected delays beyond our control. We understand how frustrating it is to wait this long without clarity.
If you still haven’t received your order, we kindly ask you to reach out directly to our support team at info@luxandclassy.com
. Our team will be able to provide you with the exact and most up-to-date information regarding your parcel.
We sincerely apologise again for the inconvenience caused and thank you for giving us the chance to resolve this matter directly with you.
Kind regards,
Lux & Classy Support Team
I had a reply from this company to my…
I had a reply from this company to my review saying they were very sorry but i had returned my goods outside of their 30 day policy. However this is not true i had returned my shoes within a week so again total unscrupulous company.
Very dissatisfied customer.
13 August 2025
Unprompted review
Reply from Luxandclassy
Dear Lynn,
We sincerely regret to hear about your dissatisfaction and the frustration caused. After carefully re-checking your case, we can confirm that your request was made after our 30-day return window had passed. Unfortunately, in such circumstances, we are bound to follow our return policy, and we truly regret that this has led to disappointment in your experience with us.
Kind regards,
Lux & Classy Team
If I could rate this company 0 stars I…
If I could rate this company 0 stars I would please don't buy from these crooks i bought the sandals on 25th june advertisements for leather sandals arrive after 6 wks and cheap plastic ,strap doesn't even fasten around my ankle ,asked for refund offered 15%discount keep sandals then 20%then 30 %then 40% I refused said not fit for purpose can buy same sandals for £10 on any website still waiting for return label and full refund ,now not responding to emails, they make you think Yr buying from UK but its shitty Chinese rubbish DONT BUY FROM LUXANDCLASSEY, nothing classy about it !!!!
25 June 2025
Unprompted review
Reply from Luxandclassy
Dear Maureen,
We are truly sorry to hear about your disappointment and frustration. Please rest assured that our customer support team always provides several resolution options such as partial refunds or exchanges before proceeding with a return, as part of our process to minimize inconvenience for our customers. We sincerely regret if this gave the impression that we were not responding to your request.
Kind regards,
Lux & Classy Team
I strongly advise against purchasing…
I strongly advise against purchasing from this company. I started by buying a pair of orthopaedic shoes in my size, which were supposed to be delivered quickly. However, the shoes took an extreamly long time to arrive and there was no updates, and I was beginning to lose hope. I emailed the customer service team to express my frustration and ask what was happening, and they were surprisingly prompt in their response.
To my relief, the shoes finally arrived, but when I tried them on, they were completely the wrong size. They also appeared to be of very low quality and had a visible mark on them. I then proceeded to follow the company’s usual returns policy, hoping to receive a full refund and return.
However, my attempts to initiate a return were met with a series of frustrating emails from the customer service team. They repeatedly offered me partial refunds saying to keep the item despite my clear instructions to return it. Finally, they acknowledged my request for a full refund and the return of the item, but they added an extra complication: I had to pay for the return to the Asia warehouse.
This clause was completely absent from their return policy, and I found it utterly outrageous. It seemed like no matter how I approached the situation, I would end up losing money to the company. In light of this experience, I am filing an official complaint. This company’s actions are completely unethical and disgusting. I strongly advise anyone considering purchasing from them to avoid doing so at all costs.
16 August 2025
Unprompted review
Reply from Luxandclassy
Dear Rachel,
Thank you for taking the time to leave your feedback. We are very sorry to hear about your experience and the disappointment caused.
Lux & Classy operates multiple branches worldwide, and items are shipped from the nearest available warehouse depending on stock availability. While this system helps us serve customers across different regions, it can sometimes lead to longer transit times and limited updates while an order is in progress. We understand how frustrating this can be, and we are continuously working on improving transparency during shipping.
Regarding returns, our policy allows customers to send items back within 30 days of receiving their order. In some cases, our team may suggest partial refunds before arranging a return as an alternative solution, but customers are always welcome to proceed with a full return if preferred. The designated return location may vary depending on stock origins, and we acknowledge that this should be communicated more clearly to avoid confusion.
We sincerely regret that your experience did not reflect the service we strive to provide. Your comments have been shared internally with our logistics and customer care teams so we can continue to improve.
Kind regards,
Lux & Classy Team
Avoid cheap Chinese products
DO NOT USE THESE CROOKS!!!!
Paid £60 for boots for my wife arrived 10 August, thinking they from UK came from China really poor quality meant to be leather size 6 uk more plasticky smell more like a size 5 poor quality and too small. Requested return and for last 4 days all I've had is emails offering me 10, 20, 30 & now 40% off!!! They have a 30 day return window I just feel as if they are trying to stall my return so that they don't need to take them back. Wish I had read these reviews before actually buying. Would give zero stars if I could. Chloe please arrange the return instead of trying to get me to keep please!!! 😡😡😡
Latest update 50% off and keep or
60% gift voucher or send back to China at my expense I'm that fed up now I'll take the 50% and put them in a charity shop.
10 August 2025
Unprompted review
Reply from Luxandclassy
Dear Arthur,
Thank you for sharing your feedback with us, and we are truly sorry to hear about the disappointment with your recent order.
As a global company, Lux & Classy operates through multiple warehouses worldwide, including the UK, EU, and Asia. Depending on stock availability, items may be shipped from different locations to avoid further delays. While this system allows us to fulfill orders more efficiently, we understand that it can sometimes create unexpected frustrations, especially when customers expect dispatch from a specific region.
Regarding returns, our policy provides a 30-day return window, and our team does try to offer alternative solutions such as partial refunds before arranging a return. This approach is not meant to delay or stall the process, but rather to save our customers the added expense and inconvenience of international shipping. Unfortunately, return shipping costs to the warehouse must be covered by the customer, which we know can feel unfair, but it is part of our standard return procedure.
We acknowledge that this has caused you additional stress, and we deeply regret that your experience left you dissatisfied. Our intention has never been to withhold a resolution but to balance customer convenience with the logistical challenges we face as an international retailer.
Your feedback has been shared internally with both our quality control and service teams to ensure improvements moving forward.
Kind regards,
Lux & Classy Team
I Didn't Believe a Single Word of Your…
I Didn't Believe a Single Word of Your Apology,Your Words Are Empty & Your Promises are Lies...I Would,Again Instruct anyone Thinking about Purchasing Anything from Your Company, TO THINK AGAIN....
15 August 2025
Unprompted review
Reply from Luxandclassy
Dear Rob,
Thank you for taking the time to share your review. We are genuinely sorry to hear that you feel our words and apologies came across as insincere.
As a company operating across multiple regions worldwide, we often face significant challenges with international shipping, customs clearances, and third-party courier delays that unfortunately impact delivery and returns. These are circumstances that are sometimes outside of our direct control, but we are the ones who must face the frustration from our customers when things do not go as planned.
Our customer service team always tries to assist by offering solutions, whether through partial refunds, exchanges, or returns, but we understand that these options can feel unsatisfactory when expectations have already been let down. It was never our intention to make you feel ignored or deceived, and we deeply regret that your experience left you with this impression.
Your feedback has been noted and shared with our team, as we continue to work on improving both product quality and transparency in our service.
Kind regards,
Lux & Classy Team
Reassured by the high standard and good customer service
Huge thanks to Chloë at the Lux & Classy Support Team for her professional approach and timely communication in facilitating an exchange. It was very much appreciated and I can't fault the customer service. Thank you!
11 August 2025
Unprompted review
Reply from Luxandclassy
Dear Toni,
Thank you so much for your kind words and for taking the time to share your experience with us. We’re absolutely delighted to hear that you were happy with the support and communication you received during your exchange process.
Our team always strives to provide professional, timely, and caring assistance, and it’s wonderful to know that this made a positive difference for you. Feedback like yours reassures us that we are moving in the right direction and motivates us to keep raising the standard of our service.
We truly appreciate your trust in us and look forward to serving you again in the future.
Kind regards,
Lux & Classy Team
Cheap products!
Cheap products!
Beware of this company. Sold me orthopedic sandals which both split in half after wearing them for 6 weeks occasionally. Unfortunately no refund offered. On research, it is clear that they are shipped in from China. Despite the lovely and very articulate 'Chloe' quoting the Consumer Act, I am entitled to a refund. Read the rest of the reviews and don't purchase - they won't last long!
13 August 2025
Unprompted review
Reply from Luxandclassy
Dear Karen Sian,
We are sorry to hear about your experience and appreciate you sharing your feedback. At Lux & Classy, we take pride in providing our customers with high-quality products and stand by the standards we set.
We do offer a 30-day return and refund window from the date of delivery, which allows us to address any issues promptly. In your case, as the timeframe had exceeded this period, we were unfortunately unable to process a refund in accordance with our store policy.
We understand your disappointment, and while we must remain consistent with our policies, your feedback has been noted and will be shared with our quality control team for review.
Kind regards,
Lux & Classy Team
Terrible company selling complete…
Terrible company selling complete rubbish. NOTHING like the photos. When the item arrived it looked like it has been made by a very unskilled worker. When I raised this, first they offered me 20% off to keep it, then 30% then 50% then 60%. I kept explaining that I didn't want it for any price, because it was not as represented and was a really poor item. They then said, OK, send it back to China and I replied no, I bought it from Netherlands (or so I thought) with free shipping, so I'm not doing that. Then they said, Ok, our customer services are reviewing and it's just been excuses ever since. I think this is a deliberate scam. PLEASE AVOID, if you do not want months of frustration and still no refund
14 August 2025
Unprompted review
Reply from Luxandclassy
Dear R. Geraghty,
We are sorry to hear about your dissatisfaction and appreciate you taking the time to share your experience. At Lux & Classy, we have multiple warehouses and branches worldwide, and orders are dispatched based on product availability at the time of purchase. In your case, the item was shipped from our branch in China, as it was available there.
We regret that the product did not meet your expectations and understand your concerns. Please be assured that our offers for partial refunds were made in an attempt to provide you with a quicker resolution without the need for international returns, which can sometimes be costly and time-consuming.
While we aim to ensure all products match their descriptions and images, we will share your feedback with our quality control team for review. We remain committed to addressing any concerns within the framework of our policies.
Kind regards,
Lux & Classy Team
If I could give no star that would be fair
I originally order a pair of sandals from Lux and Classy for £30.00 back in July, however they couldn't be delivered as they hadn't put my house number (their mistake). The sandals were sent back to a warehouse in China. I have sent numerous emails but without success. All I get from Chloe from their customer service is that "Unfortunately, once an order has been shipped overseas and then returned to the warehouse, our couriers treat it as a completely new shipment if we want it sent out again. This means they require a re-dispatch fee before they will release and redeliver the parcel. Without this payment, they will not ship the item again, and the parcel remains with them. We are unable to give a refund."
They claim their business is in the Netherlands but clearly they are based China as I only get emails from them at 2-4am. The company is a scam and should be avoided at all costs as you won't get your money back.
8 July 2025
Unprompted review
Reply from Luxandclassy
Dear Michelle,
Thank you for your feedback. We understand your frustration and would like to clarify the details of your order. On 5th August, we informed you that the delivery had failed due to an incomplete address. When such a situation occurs, the parcel is returned to our UK warehouse, and once received, we promptly arrange re-delivery after confirming the correct address with the customer.
In your case, this process was followed, and the courier has already re-shipped the item to your updated address. We aim to ensure our customers receive their orders as quickly as possible, and we regret any inconvenience caused by the initial delivery issue.
Kind regards,
Lux & Classy Team
Don't buy from them. It is a con. Also, the stuff comes from China.…
Please tell everybody that this company is a disgrace and do not fulfil the return policy. Every time I ask to send the item back, they keep offering me different percentages of the original price. Please don't waste your time and money?with his company. There are a disgrace do not buy anything. It comes from China and not from the
Netherlands.
Please don't be conned. They also want me to send the item back to China at the cost to myself. I am so frustrated. I probably will set fire to the garment.
Update. I had a email from Chloe, stating that I could send the item back to China. Went to royal mail to return the item, it was £ 25 pound plus more than the item was with therefore I would be losing money if I try to send it back to China. However, Chloe contacted me and stated that they will be giving me a full refund. I will not old my breath.
12 August 2025
Unprompted review
Reply from Luxandclassy
Dear Customer,
We are sorry to hear about your dissatisfaction and appreciate you sharing your concerns. At Lux & Classy, we operate multiple warehouses worldwide, including in the Netherlands and China, and orders are dispatched from the location where the item is available at the time of purchase.
In situations where customers are unhappy with their purchase, we sometimes offer partial refunds as an alternative resolution. This is intended to provide a quicker and more convenient option without the need for a full return process.
We regret that this solution did not meet your expectations and have noted your feedback for review. Our goal is always to find a fair resolution while following our store policies.
Kind regards,
Lux & Classy Team
Do not use! Total scammers.
After delay in receiving my order, they sent me an “alternative” item because apparently what I’d ordered was out of stock. The alternative was nothing like their website shows.
I confirmed I wanted a refund - that was back in June and I still haven’t got my money back despite a whole series of emails back and forth with “Chloe”. Apparently it’s now been escalated to a manager for consideration - and has been for nearly three weeks! It is clear they have no intention of refunding my money.
25 June 2025
Unprompted review
Reply from Luxandclassy
Dear Roslyn,
We are sorry to hear about your experience and appreciate you sharing your concerns. Normally, our deliveries take 7 to 9 business days; however, on rare occasions, parcels may be delayed in transit with the courier or during customs clearance. In some cases, parcels can be lost in transit, which unfortunately results in additional delays.
Before dispatching an alternative item, we always aim to inform our customers. If in your case this was not communicated clearly, we sincerely apologise. Regarding refunds, these are processed in accordance with our return policy and under the supervision of our management team to ensure proper review.
We regret any inconvenience caused and have noted your feedback for internal review.
Kind regards,
Lux & Classy Team
Very comfy and stylish sandals
Wasn't sure what to expect as not ordered from this company before but was very impressed. Very good value and quality sandals with really supportive heels. Very comfy to walk distances. Excellent customer service by Chloe! I will order again. Would highly recommend. P.S. I have now had some compliments on these sandals as well
8 August 2025
Unprompted review
Reply from Luxandclassy
Dear Debbie,
Thank you so much for your wonderful feedback. We are delighted to hear that you are enjoying your sandals and that they have met your expectations in both comfort and style.
It’s also a pleasure to know that our customer service was able to assist you effectively — your kind words will certainly be shared with Chloe and the rest of our team.
We truly appreciate your recommendation and look forward to welcoming you back for your next order.
Kind regards,
Lux & Classy Team
Please please please DO NOT BUY…
Please please please DO NOT BUY anything from this place.. im still waiting for trainers I bought over a month ago..Ive asked for my money back but I have to the same generic email back from 'Chloe' saying that they're in transit and .. they are A SCAM! ..please just go and put your hard earned money in the bin now.. as you'll never get any joy from these scammers
3 July 2025
Unprompted review
Reply from Luxandclassy
Dear Georgie,
We are sorry to hear about your disappointment and appreciate you taking the time to share your feedback. While most of our orders are delivered within the expected timeframe, on rare occasions parcels may experience extended delays in transit due to courier or customs-related issues, which are unfortunately beyond our direct control.
Our team has kept you updated regarding the tracking status, and we understand how frustrating delays can be. Please rest assured that we always follow up with the courier until the parcel is successfully delivered or a resolution is reached in line with our store policy.
We regret the inconvenience caused and will continue to monitor your order until it is resolved.
Kind regards,
Lux & Classy Team
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