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
1.3
Bad
314 reviews
Replied to 89% of negative reviews
Typically replies within 2 weeks
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Scammers
Scammers
Poor quality shoes and the ones I recieved were second hand
Will advertise as if it's UK posted but posted from China
Then when you want to send back they will reply will increased % refunds
Make sure you purchase with a credit card of your in the UK and show the credit card provider all of these reviews
Shameful company
Even the reply to this review is a nonsense, I requested a return the same day as I recieved the port quality used shoes and they requested a paid the return costs to China, if you get a reply from Chloe, its the same nonsense approach as always
Do Not buy anything from this company unless you are prepared to have to deal with this nonsense
As of today 23rd Aug no relies, no refund - so don't belive the rubbish from anyone called Chloe
2 August 2025
Unprompted review
Reply from Luxandclassy
Dear Steve,
We are sorry to hear about your experience and appreciate you taking the time to share your concerns. At Lux & Classy, we aim to ensure that all products meet our quality standards, and we take such feedback seriously.
Regarding returns and refunds, we process these in accordance with our 30-day return window from the date of delivery. If a request is made after this period, we are bound by our policies and may not be able to proceed. In your case, your matter is still under review with our team, and we will provide you with an update as soon as the process is complete.
We regret any frustration caused and will ensure your case is handled in line with our procedures.
Kind regards,
Lux & Classy Team
I would not even give 1 star
I am laughing at their response- they claim I made a refund request 30 days after receiving. I sent them the refund request on the day the package arrived! What a joke they need to be shutdown!!!!! They are nothing but thieves and scammers!!!!! DO NOT BUY FROM THEM EVER!!!!!!!!!!
I would not even give 1 star! They will take your money send you goods that look nothing like what the site shows and then refuse to return your money! It has been two months and they have not returned my money! They offered me a partial refund which I refused and then every email response was received with a response to tell me a manager is looking into to the refund request. Now my emails are being ignored. They stole money from me and won't respond to my emails. They need to be shut down and held accountable. DO NOT BUY FROM THIS COMPANY. THEY ARE FRAUDSTERS.
1 May 2025
Unprompted review
Reply from Luxandclassy
Dear Miss Patel,
We are sorry to hear about your dissatisfaction and appreciate you sharing your feedback. At Lux & Classy, we process all returns and refunds in accordance with our 30-day return policy from the date of delivery. This ensures that we can address any concerns promptly and fairly for all customers.
In your case, as the request was made after the 30-day return window had passed, we were unfortunately unable to proceed with a refund, as we must remain consistent with our store policies. We regret any frustration this has caused and have noted your feedback for internal review.
Kind regards,
Lux & Classy Team
You will regret buying from this shop
Their shoes don’t match or look like what’s being advertised. Sizing are also wrong. And if you decide to return it they ask you to pay £11 plus to send new ones to you.
21 July 2025
Unprompted review
Reply from Luxandclassy
Dear Nancy,
We are sorry to hear about your dissatisfaction and appreciate you taking the time to share your concerns. At Lux & Classy, we do offer free returns for our customers; however, in rare cases where an incorrect size is received, it is our standard policy to offer an exchange first before proceeding with a return.
This approach allows us to resolve sizing issues more quickly and ensure our customers receive the correct item without unnecessary delays. We regret that this did not meet your expectations and have shared your feedback with our team for review.
Kind regards,
Lux & Classy Team
Poor quality of shoes only wore them a…
Poor quality of shoes only wore them a couple of time and the soles are split in half and they don't fit properly. They won't issues a refund
23 July 2025
Unprompted review
Reply from Luxandclassy
Dear Laura,
We are sorry to hear about your experience and appreciate you taking the time to share your concerns. At Lux & Classy, all returns and refunds are processed in accordance with our 30-day return policy from the date of delivery, which allows us to address any issues promptly and fairly.
In your case, we understand the shoes were worn a few times before you reached out to us, and as the request was made after the 30-day return window had passed, we were unfortunately unable to accept the return in line with our policy. We are also unable to process returns for used items, as this ensures product quality and hygiene standards for all customers.
We regret any disappointment this has caused and have shared your feedback with our team for review.
Kind regards,
Lux & Classy Team
Scammers!!
I bought a coat from them that was advertised as 100% wool. It arrived after three months, made entirely of polyester—absolute rubbish, with no brand label whatsoever. I’ve been trying to get a refund for nearly a year, but they keep saying they’re “looking into” my complaint. It’s unbelievable that scammers like this are freely operating in the UK and not behind bars!
15 July 2025
Unprompted review
Reply from Luxandclassy
Dear Marzie,
We are sorry to hear about your disappointment and appreciate you taking the time to share your concerns. At Lux & Classy, we are committed to providing our customers with quality products, and we continually work to maintain and improve these standards.
We acknowledge that some of our items currently do not carry a brand label, and we are actively working to include these on all products in the near future. In line with our return policy, we are unable to process a return if the item is received in the correct condition as advertised and the request is due to a change of mind.
We regret that this outcome did not meet your expectations and have shared your feedback with our team for review.
Kind regards,
Lux & Classy Team
Definitely neither Lux or Classy......
I wish that I could give them 0 rather than 1 out of 5. Sent the wrong shoe, then argued for weeks in not allowing us to receive a full refund (even though their online returns policy says exactly the opposite) - their problem is that they are shipping from abroad so they can't afford to refund - AVOID!
24 May 2025
Unprompted review
Reply from Luxandclassy
Dear Customer,
We are sorry to hear about your recent experience and appreciate you sharing your feedback. At Lux & Classy, we process refunds for all customers in accordance with our return policy, which requires that refund requests be made within 30 days of receiving the order. Once a return is initiated within this timeframe and the item is received back in its original condition, a full refund is promptly issued.
We regret if there was any misunderstanding regarding your case. Our policies are designed to ensure fairness and consistency for all customers, regardless of the shipping location. Please rest assured that we always aim to resolve any issue in line with these guidelines.
Kind regards,
Lux & Classy Team
Appalling scam
Appalling scam. Do not buy from this company. I can’t understand how they are allowed to operate. My experience followed the same pattern as previous reviews. Late delivery, poor quality goods, offer of 15% refund, offer of full refund as long as I pay for return of goods to China. I’m not bothering to send the shoes back because from what others have said it’s unlikely I’ll ever see a refund. STAY AWAY FROM LUX AND CLASSLESS!!!!!!!!
20 July 2025
Unprompted review
Reply from Luxandclassy
Dear Michael,
We are sorry to hear about your recent experience and understand your concerns. While we always aim to deliver orders within our standard timeframe, on rare occasions delays can occur due to courier transit or customs clearance issues. Regarding returns, our process is outlined in our policy and is applied consistently to all customers to ensure fairness.
We do offer full refunds for items returned within our 30-day return window, provided they are in their original condition. In some cases, as a gesture of goodwill, we may also offer a partial refund as an alternative for customers who prefer not to return the item.
Please be assured that we take feedback seriously and continually work to improve our service and product quality.
Kind regards,
Lux & Classy Team
Still waiting for shoes I ordered 2…
Still waiting for shoes I ordered 2 months ago
17 July 2025
Unprompted review
Reply from Luxandclassy
Dear Wendy,
We completely understand your frustration regarding the delay. Unfortunately, in your case, the original parcel was lost in transit, which was entirely beyond our control. As soon as this was identified, our team promptly arranged a reshipment to ensure you still received your order.
We are pleased to see that the replacement has now been delivered, and we truly hope it meets your expectations. If you are satisfied with the outcome, we would greatly appreciate it if you could kindly reconsider or update your review to reflect your full experience with us.
Kind regards,
Lux & Classy Team
I ordered a shirt from Lux&Classy and…
I ordered a shirt from Lux&Classy and was extremely disappointed. The item arrived in the wrong size and the quality was nowhere near what was advertised — cheap fabric and poor stitching.
When I reached out for a refund, I was offered a mere 10% back, which felt insulting. It took two stressful weeks and 13 emails just to receive a partial 50% refund. The process was frustrating, unnecessarily prolonged, and lacked any real customer support.
To top it off, after finally receiving the partial refund, the company had the audacity to ask me to leave a 5-star review on Trustpilot — completely misaligned with the experience I had.
I won’t be ordering again, and I advise others to proceed with caution. If you're expecting reliable service or honest product representation — look elsewhere.
27 June 2025
Unprompted review
Reply from Luxandclassy
Dear Rashid,
Thank you for sharing your feedback. We sincerely regret that your recent experience did not meet expectations. At Lux & Classy, we take great care to ensure orders are fulfilled accurately and products match their descriptions. Unfortunately, in your case, you received an incorrect size, and we understand how frustrating that must have been.
As part of our standard policy, when an item is reported as not as described or incorrect, we offer solutions such as a partial refund, exchange, or return for a full refund within our 30-day return window. In this instance, you opted for a partial refund, which was processed accordingly. We acknowledge the communication process took longer than anticipated and will work on improving our response times in the future.
Please know that we never intend for our customers to feel dissatisfied or pressured, and we genuinely appreciate your honest review. Your feedback will be taken into account to improve both our service and product quality moving forward.
Kind regards,
Lux & Classy Team
Just got my parcel today which i…
Just got my parcel today which i ordered on 30th June without reading the negative reviews but i can say i have had no problem whatsoever with the company and the sandals, my wife loves em said they are so comfy
14 July 2025
Unprompted review
Reply from Luxandclassy
Dear Rob,
Thank you so much for sharing your positive experience with us. We’re delighted to hear that your order arrived smoothly and, most importantly, that your wife loves the sandals and finds them so comfortable.
Your kind words mean a great deal to our team, especially amidst the many challenges of online retail. Feedback like yours motivates us to continue delivering both quality products and a seamless shopping experience for our customers.
We truly appreciate your trust in Lux & Classy and look forward to serving you again in the future.
Kind regards,
Lux & Classy Team
The response from the company is not true. I asked for both the returns address and, after waiting several days for a response, decided to cut my losses and opt for the partial refund. Still waiting
This company should not be permitted to operate in the UK. It claims to have an easy returns policy with no questions asked. It also claims to be based in the Netherlands, though the payment went to a UK company. However, they would only provide a full refund if I paid for return to Asia. They are in breach of so many aspects of consumer protection, they should be closed down
4 July 2025
Unprompted review
Reply from Luxandclassy
Dear Customer,
Thank you for sharing your feedback. We would like to clarify that Lux & Classy processes refunds for every eligible customer in accordance with our official return policy. While we strive to make returns as straightforward as possible, all returns must be initiated within our 30-day return window and are processed according to the terms outlined at the time of purchase.
In rare cases where a customer wishes to return an item due to a change of mind or preference, our policy specifies that the return is sent back to our processing facility, which is based overseas. This ensures that items are received, inspected, and processed correctly for a refund.
We understand your concerns and assure you that your case is always handled in line with our published policy and consumer regulations.
Kind regards,
Lux & Classy Team
Absolutely horrendous shoes
Absolutely horrendous shoes — zero emails or responses at all .. total thieves !! I am so furious!
7 July 2025
Unprompted review
Reply from Luxandclassy
Dear S Bullman,
Thank you for sharing your experience. We are genuinely sorry to hear about your dissatisfaction and the frustration this situation has caused. We take all customer concerns seriously and always aim to ensure that every order is handled in accordance with our policies and customer care standards.
While it appears there may have been a breakdown in communication, please rest assured that our support team responds to all queries and works to resolve issues promptly. If your concern is still unresolved, we encourage you to contact our team again so we can review your case and assist you accordingly.
Your satisfaction is important to us, and we remain committed to resolving any outstanding matter in line with our return and refund policy.
Kind regards,
Lux & Classy Team
Reply from Luxandclassy
Dear Clive,
Thank you for your feedback. We are sorry to hear that you were not satisfied with your purchase. At Lux & Classy, we do offer returns in line with our 30-day return policy, provided the items are unused and in their original condition. Unfortunately, if a return request is made outside this timeframe or for items that have been used, we are unable to accept it under our policy.
We understand this may be disappointing, but our policies are in place to ensure fairness and consistency for all customers. If you believe your case falls within the return eligibility window, we would be happy to review it further.
Kind regards,
Lux & Classy Team
Terrible
Terrible. Do not use this company. Sandals were cheap and too small. I’ve tried to return but they keep offering a partial refund if I keep the shoes. I don’t want the shoes. Avoid avoid avoid
1 July 2025
Unprompted review
Reply from Luxandclassy
Dear Sarah,
Thank you for your feedback. We are sorry to hear about your experience. At Lux & Classy, we always aim to resolve such matters promptly and in line with our 30-day return policy. If an incorrect size is received, our standard procedure is to first offer an exchange to ensure you receive the correct item. In cases where a return is preferred, we can process it in accordance with our policy requirements.
We regret if this was not clearly communicated and would be happy to review your case further to ensure the best possible resolution.
Kind regards,
Lux & Classy Team
AVOID this company is a scam
AVOID this company is a scam, they will sent you an item that looks nothing like the picture and then ask for more money for you to return it
10 July 2025
Unprompted review
Reply from Luxandclassy
Dear Lauren,
Thank you for sharing your feedback. We are sorry to hear that your experience did not meet expectations. At Lux & Classy, we strive to ensure that all products match their online descriptions and images, and we take customer satisfaction very seriously.
We do offer returns and refunds in accordance with our 30-day return policy. In cases where an incorrect or damaged item is received, we provide solutions such as a full refund or exchange, depending on the customer’s preference and eligibility under our policy.
We regret any frustration this may have caused and have shared your feedback with our quality control and customer service teams for review.
Kind regards,
Lux & Classy Team
I got a 70% refund in the end!
The wrong shoes were delivered about a month after ordering them. I emailed the same day to request a prepaid returns label and a refund. A 16-strong email debate (with responses within 24 hrs) then ensued with the extremely articulate Chloe. Summary - company cannot afford prepaid return label, I was not prepared to post back to China. Company offered 15% refund, then 20%, then 30%, then 50%, then 70% (or 100% if I paid for posting duff shoes back to China, which would have cost more than their value). I reluctantly agreed to 70% having read reviews by many others in my situation who apparently received nothing at all, even having returned products. I was sceptical that I would ever see any cash back… but I was proved wrong. The 70% refund arrived in my bank account fairly swiftly and I now have some cash back plus a pair of shoes that I might be able to give away or sell. Obviously it would have been better to have a full refund as it was their mistake (they said the shoes I ordered were out of stock so they sent a substitute).
24 June 2025
Unprompted review
Reply from Luxandclassy
Dear Lindsay,
Thank you for taking the time to share your experience. We sincerely apologize for the inconvenience caused by receiving the wrong item and for any frustration during the communication process. At Lux & Classy, we always aim to resolve such matters fairly and efficiently, and we are glad that a partial refund was successfully processed.
We continually review our processes to prevent such issues and to ensure that our customers receive the correct items promptly. Your feedback is valuable and helps us improve both our product fulfillment and customer service experience.
We appreciate your patience throughout this process and hope to have the opportunity to serve you better in the future.
Kind regards,
Lux & Classy Team
Awful
Awful. Product sent was cheap throw away shoe nothing like the picture. When I tried to return they asked for order number... they had never even sent a confirmation email and no package slip. They then asked for bank transaction proof. The amount and name on my bank transactions completely different from those on website so this is how they avoid that one. Awful Awful Awful. Do not be fooled by the credible website they are scammers.
4 July 2025
Unprompted review
Reply from Luxandclassy
Dear Sarah,
Thank you for sharing your feedback. We are genuinely sorry to hear about your experience and understand your frustration. At Lux & Classy, we always aim to provide accurate order confirmations and clear communication regarding purchases. In some cases, our team may request an order number or payment proof to verify transactions and ensure the security and accuracy of refunds, which is standard procedure to protect both our customers and our business.
We regret that this process caused confusion and frustration. Please be assured that we take your feedback seriously and continually work to improve our communication and customer service processes. If you are still experiencing any issues, we encourage you to contact our support team directly so we can review your case and provide a resolution in line with our return and refund policy.
Kind regards,
Lux & Classy Team
AVOID
Absolutely terrible to deal with shoes not suitable asked for a refund they are refusing and wanting an additional £14.99 to send me a pair of shoes out of my choice even tho I’ve told them them the shoes are not suitable for my feet
Bank now involved to get my refund as they clearly won’t
3 July 2025
Unprompted review
Reply from Luxandclassy
Dear Sean,
Thank you for sharing your feedback. We are sorry to hear about your experience and understand your frustration. At Lux & Classy, we process all returns and refunds in accordance with our 30-day return policy from the date of delivery.
In cases where a customer receives an incorrect or unsuitable item, our standard procedure is to offer an exchange first to ensure the correct product is received. If a return is requested within the eligible window, we handle it promptly in line with our policy. We regret any inconvenience caused and are committed to resolving your case appropriately.
Kind regards,
Lux & Classy Team
Reply from Luxandclassy
Dear Sean,
Thank you for your feedback. We are sorry to hear about your dissatisfaction. At Lux & Classy, we take all customer concerns seriously and aim to provide high-quality products along with clear communication and support.
If you experienced any issues with your order, we encourage you to contact our customer service team so we can review your case and assist you in line with our return and refund policy.
Kind regards,
Lux & Classy Team
Reply from Luxandclassy
Dear Iain,
Thank you for your feedback. We are sorry to hear about your experience. At Lux & Classy, we respond to all customer inquiries within 24 hours to ensure every issue is addressed promptly.
If your concern has not yet been resolved, we encourage you to reach out to our support team again so we can review your case and provide a resolution in line with our return and refund policy.
Kind regards,
Lux & Classy Team
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