Frequently Asked Questions


How can I contact you?

Please contact our customer service team by emailing or calling +44 203 582 3212 and they will be happy to help.

Who do I contact if I have an enquiry about my order?

If you wish to enquire about an order you have already made, please contact the seller concerned. You can do this by following the instructions in your 'order confirmed' or 'order dispatched' emails. The seller will deal with your enquiry in the first instance. If you email us to ask where your order is, we'll ask you to attempt to contact the seller first. -The sellers are expected to maintain high standards of customer service and should reply to your email promptly. We will of course be very happy to help if it's still needed after you have contacted the seller.

If you have an account with us, you can also view the status of your order by using the top right menu above the search box to sign in, go to 'Account', then click 'Order History'.

How do I contact the seller?

If you have a question about your order please visit the 'Order History' section of your 'Account' on our site and click the 'contact the seller' button.

The seller has not responded to my enquiry. What do I do now?

The sellers can get very busy, so though they try their hardest to respond to each enquiry on the same day it is received, please allow up to three working days for a reply. If you still haven't heard from them after this time, please get in touch with us by either emailing, or calling +44 203 582 3212.

General Enquiries

How does Positive Luxury work?

Everything you see or buy on Positive Luxury come direct from brands in our community who have been awarded the Butterfly Mark. The Butterfly Mark is awarded to purpose-driven brands that demonstrate their positive social and environmental impact, helping consumers shop with confidence.
At Positive Luxury, we bring these unique businesses together under one roof making it easy for you to browse and shop either their products and or their experiences.
Whether the items you're buying are coming from one or several sellers, you're able to pay for them all in one easy checkout. Once your order has been placed, each seller will email you to confirm that your order has been accepted and again when your items are on their way to you.

How do I find things on the site?

We've made it easy for you to find exactly what you're looking for with our browse and search facilities.
If you're looking for a specific item, why not use the search bar at the top of any page on the site?

Why do I need to create an account with Positive Luxury?

It is necessary to create an account in order to make a purchase with us. Creating an account allows you to store addresses for the future, track the status of your order, view your order history, create product alerts, wish lists, and contact sellers once you have placed an order. We don’t store your credit card details as we don’t use a store card function on our site, therefore your card information is never stored within our site.

Are all your products authentic?

All our items are genuine and directly featured through partnership with the sellers in our community. When an order is placed, you are buying directly from the sellers themselves.

Is your site secure?

At Positive Luxury, we ensure that we offer all our customers the highest level of security possible on all orders. Paypal is our 3rd party provider and takes care of all payment security including credit card payments. We don’t use a store card function on our site, therefore your card information is never stored within our site. Additionally our website is protected by a Secure Socket Layer certificate (SSL), provided by Comodo, certified as providing the highest level of protection for customers against fraud.

My Orders

If an error page appears, how do I know if my order has been successful?

If you have any doubts about whether an order has been successful, registered customers can check by logging in and clicking on the 'Login/ Register' link at the top of any page on the site. A successful order will appear there. If you are still unsure, or don't have an account with us, please contact us at, or by calling +44 203 582 3212.

When will my order be dispatched?

Your order will be shipped directly from the sellers within 2 business days, or on the next business day for orders made over the weekend or bank holidays, unless it is pre-order or custom (see product details for timeframes).

How can I track my order?

To track your order, please check the shipping confirmation email sent by the seller. The seller will e-mail you shipping confirmations at every step of the way.
If you have any questions regarding your order, please contact the seller in the first instance using the contact link in your order confirmation email.

Can I see my order history?

If you have an account with us, you can view your order history by logging in and clicking on the 'Account' link at the top of any page on the site and clicking ‘Order History’.

I've forgotten my password. What do I do?

Simply click on the 'I’ve forgotten my password' link on ‘Log in / Register’. Follow the step-by-step instructions on how to reset your password. Alternatively, you may also change your password in your Account Page > Profile.

How do I amend my order?

To change details of your order, including your delivery address, please contact the seller directly. Their contact information is provided in your order confirmation email. Order details may not be changed after the item has been processed for shipping by the seller.

Shipping & Delivery

How long will my order take?

Your order will be shipped directly from our sellers within 2 business days unless it is pre-order, custom, or as specified by the seller on a product page (please read all shipping details on the product page carefully before placing an order). All shipping charges will be displayed at checkout. Delivery information for individual sellers can be found on the individual product pages.

How much do you charge for delivery?

All shipping charges will be displayed at checkout. Delivery information for individual sellers can be found on the individual product pages.

Why can’t certain items be shipped to me?

While many of Positive Luxury’s sellers ship internationally, the sellers on our site determine where their goods are distributed and some items may not be available to purchase in every region. To find out if a seller ships to your country, please read the details on each product page under “Delivery”. You will not be able to complete checkout if the seller does not ship to your country.

Pricing and Payment

What payment methods do you accept?

All prices of drop shipping product and/or experiences are inclusive of all applicable taxes.

Positive Luxury accepts the following payment methods through Stripe and PayPal:

  • Visa
  • MasterCard
  • American Express
  • Delta
  • Visa Electron

Please note that while Positive Luxury endeavours to have all of the following payment methods available at all times, this cannot be guaranteed. Please review the payment methods available at the checkout for a complete list of options available to you at the time of purchase.

I have made a purchase on Positive Luxury from a non-UK bank account. Why is there an additional charge on my statement?

When you make a purchase on Positive Luxury using a non-UK bank account your bank may charge an international transaction fee. This is not a charge imposed by us, and is unfortunately out of our control.

Returns and Refunds

What is your returns policy?

Each seller has their own returns policy and this can be viewed on their product pages. Not all products are returnable, so please do read the individual seller's own returns policy before ordering.

How do I return my order?

We want you to be happy with your purchase. If for any reason, you are not satisfied with the item, you can return the item with the seller directly. Details on how to return your order can be found on the shipping invoice included within your delivery. Returns must be processed within 14 days of receiving your item(s).

Who do I return my order to?

Always return your item to the returns address given by the seller. Please do not return items to Positive Luxury as we are not liable for holding stock.

How long do I have to return it?

Unless stated otherwise in the seller's returns policy, you will have 14 days to return an order. Please contact the seller to agree return of the items before posting back to them.

Will postage costs be reimbursed?

The costs of return postage will be at your own expense unless the goods are faulty or the seller in question offers a free returns service.

Will custom duties, sales tax or VAT be refunded on a return?

You will be refunded the cost of your order including any sales tax and import duties that were applicable at the time of your purchase but excluding the shipping costs.

When will I be refunded?

Refunds will be made to you within 14 days of receipt of the returned goods.

Can I exchange items for anything else on the site?

If you would like to exchange an item, you will need to return the original item to the original seller, for which you will be refunded. You will then need to place a new order.

Have my returned items reached the seller?

For information about whether items have arrived at the return address, please log in to your ‘Account’ on the top of any page on the site and contact the seller through the ‘Order History’.


My order was cancelled, when will I get a refund?

Orders must be cancelled within 24 hours of purchasing the product. If you would like to cancel an order or make any changes, please do so as soon as possible as your purchase will be prepared quickly for dispatch. Once cancellation is made prior to order processing, and Positive Luxury has confirmed that your order has been cancelled by email, you will be fully refunded through your original payment method.
Sales of experiences are final and not available for cancellation. If a seller changes any material details of an experience (such as the date, time or location) for reasons beyond reasonable control or where certain criteria notified to you at the time of booking apply, we will notify you as soon as possible and give you the option to cancel your booking without penalty. In this instance only we will only refund money received from you for an experience using the same method originally used by you to pay for your purchase. If you have paid by credit/debit card, the same card will be refunded. It is not possible to refund to a different card.