Shipping policy

Order processing

Orders are normally processed within 2 to 5 business days, excluding weekends and public holidays, unless a different processing time is shown on the product page or in the order confirmation. Special-order, personalised, bespoke, or pre-order products may require additional time. Any different timing will be disclosed before purchase or confirmed directly with you.

Shipping origins and split deliveries

Prime & Lux works with selected brands and suppliers. Products may ship directly from the brand or supplier and may be dispatched from different countries. If an order contains products from more than one location, it may arrive in separate packages and at different times.

Shipping rates and delivery estimates

Available shipping methods, charges, and estimated delivery times are shown at checkout when available. Delivery estimates begin after dispatch and are not guaranteed. Carrier delays, customs processing, weather, public holidays, and other events outside our reasonable control may affect delivery.

Tracking

When tracking is available, we will send the tracking information to the email address used for the order. Tracking updates are supplied by the carrier and may take time to appear after dispatch.

Customs, duties, and taxes

For international orders, import duties, taxes, customs charges, and brokerage fees may apply. Unless these charges are explicitly collected at checkout, they are the responsibility of the recipient. Prime & Lux does not control charges imposed by local authorities.

Delivery address

Please check the delivery address before placing the order. If you need to request a correction, contact us immediately. We cannot guarantee that an address can be changed after an order has entered fulfilment or has been dispatched.

Delayed, lost, or damaged shipments

If a shipment is significantly delayed, appears lost, or arrives damaged, contact us as soon as possible. For damage claims, keep the product and packaging and provide clear photographs. We will work with the carrier or supplier to investigate and resolve the issue. Nothing in this policy limits your mandatory consumer rights.

Delivery restrictions

Some products may not be available for delivery to every destination. If we cannot fulfil an order to the selected address, we will contact you and refund any unavailable item or order amount paid.