Shipping and Returns

Shipping

After placing an order, you will receive an order confirmation email from Positive Luxury, the seller will then be notified of the order. Once your order has been accepted and processed by the seller, they will then send you a shipping confirmation, with tracking information and estimated arrival date.

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 (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 /experience pages as well as on your order confirmation email.

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.

Please note that Positive Luxury cannot take responsibility for customs clearance delays or failed payment approval, though we will try to minimise any potential delays.

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. Product orders must be cancelled within 24 hours of purchase.

Returns, Refunds & Cancellations

Depending on the seller, you have a maximum of 14 days from receipt of goods to return an item for a refund. Please check for the seller’s shipping and returns policy on the product details page, or on the shipping invoice.

Please contact the seller to let them know that you would like to return your order for a refund or exchange. The seller’s return details, contact information, and return address may be found on the shipping invoice.

We recommend that when you ship your returned item(s), to do it with a tracking number in order to check the delivery status of your parcel.

Items should be returned unworn, undamaged and unopened with all tags and seals attached and the original packaging included. Beauty, hosiery and lingerie items must be returned unused, and in unopened packaging where applicable. Where applicable, for lingerie items the adhesive strip must not be removed.

Please note that personalised, customised or bespoke items may not be returned. Please check the information on the seller’s website for details.

If your item is faulty or the wrong item was sent, please contact the seller to obtain a full refund, if applicable with the seller’s terms and conditions. Shipping and packaging costs may also be refunded to you, depending on the seller’s terms and conditions.

Please note that for product purchases, you are liable for any diminished value of the product resulting from the handling of the product in any way other than what is necessary to establish the nature, characteristics and functioning of the product while you are responsible for it (this includes, in the context of a return, when the product is in transit back to the seller).

Once your return has been received and processed by the seller, your refund will be issued via the original payment method by Positive Luxury, excluding the delivery cost and or any other costs if applicable. As the seller’s payment agent, we will notify you to confirm that we’ve processed the refund and when to expect it.

Refund payments will be processed directly to your PayPal, in no more than 14 days after the day the product is received by the seller. You will be refunded the cost of your order of products including any sales tax and import duties that were applicable at the time of your purchase but excluding the shipping costs.

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. Alternatively, you may contact the Seller directly regarding an exchange.

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. Product orders must be cancelled within 24 hours of purchase.

Sales of experiences are final and not available for cancellation. The right to cancel a contract under the Consumer Contracts (Information, Cancellation and Charges) Regulations 2013 does not apply to bookings for experiences. Once you have booked a Positive Luxury seller’s experience, you cannot cancel your booking. 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. Where an experience includes travel, we strongly recommend that you and any other individuals on whose behalf you are booking an experience take out travel insurance at the time of booking to protect you from unforeseen circumstances.

Need help?

For questions related to your purchase, please contact the seller listed on the shipping invoice. You will need to quote your order number in any correspondence with Positive Luxury. Alternatively, you can reach our customer service team on +44(0)7384753917 . (available Monday to Friday 9am-7pm GMT). If have time do tell us how we did, what to enjoy and what can we do better. Please mail us on customerservice@positiveluxury.com. We highly value all feedback and read all emails – so feel free to reach out!