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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Great experience with lux & classy
Great experience with lux & classy, the fabric quality is good and stitching is amazing and fits perfectly. Should improve the shipping time.
25 June 2025
Unprompted review
Reply from Luxandclassy
Dear Alex,
Thank you so much for your fantastic feedback! We’re thrilled to hear that you are happy with the quality, stitching, and fit of your purchase. It’s always wonderful to know our products are making a positive impression.
We also appreciate your note regarding shipping times and are continuously working to make our deliveries even faster for an improved experience. We look forward to welcoming you back for your next order!
Kind regards,
Lux & Classy Team
DO NOT PURCHASE FROM THIS COMPANY
DO NOT PURCHASE FROM THIS COMPANY! Quality of the shoes are so poor, makes shoes in Shoe Zone look a million dollars. Upon trying to return the item they kept offering me a percentage of the purchase back which I did not want. I requested a full refund. After 15 emails back and forth they wanted me to post the item back to China at my own expense!! Absolutely not happening, especially after reading the other reviews. Reported to my bank, who have refunded me, thankfully. Absolutely disgusting what you are doing!!!
28 June 2025
Unprompted review
Reply from Luxandclassy
Dear Kady,
Thank you for sharing your feedback. We are genuinely sorry to hear about your experience and understand your frustration regarding your order. At Lux & Classy, we are committed to providing high-quality products and fair customer service to all of our customers.
We would like to clarify a few points regarding our processes. We offer a 30-day return and refund window from the date of delivery, during which customers can request a return or exchange if the item is not suitable or does not meet expectations. In cases where an item is out of stock, or an incorrect product has been sent, our team may offer partial refunds or alternative resolutions as a quicker solution, while still adhering to our policy.
For returns, we always aim to handle items in the most convenient and fair manner for our customers. If an item is returned within the eligible window, we process refunds promptly once the product is verified. We regret that in your case, this process caused confusion and frustration.
We take all feedback seriously and continuously review our procedures to improve both product quality and customer support. Your comments have been shared with our management and quality control teams to prevent similar issues in the future.
Kind regards,
Lux & Classy Team
They are shocking
They are shocking! Do not buy with them. The quality of clothes is appalling and they won't give full refunds even though this is not stated anywhere and is illegal. I genuinely don't know how they are getting away with it. They are breaking the law- stay away! I will be taking this matter legally further.
28 June 2025
Unprompted review
Reply from Luxandclassy
Dear Hannah,
Thank you for sharing your feedback. We are very sorry to hear about your experience and understand your concerns. At Lux & Classy, we strive to provide high-quality products and clear, fair policies for all our customers.
We process all refunds and returns in accordance with our 30-day return policy from the date of delivery. This ensures that requests are handled promptly and consistently for everyone. If a return or refund request falls within this window, we make every effort to process it quickly and fairly.
We take customer concerns seriously and continuously review our processes to ensure compliance with relevant consumer regulations. Your feedback has been shared with our team for review, and we encourage you to reach out directly to our support team so we can assist further with your case.
Kind regards,
Lux & Classy Team
I wish I'd read these reviews before…
I wish I'd read these reviews before ordering. They promised 5-7 business days for delivery, it took nearly 3 weeks and when they did arrive they'd sent the wrong shoes.
In reply to their response. I ended up having to get my bank to issue a charge back notice as lux and no classy refused to let me return the shoes. And as for the suggestion they tried to let me know before hand. I have emails where they told me they sent the alternative shoes without telling me as they knew the order was late and didnt want to 'disapoint' feels more like they were hoping id just cave and keep the other ones without complaining.
9 June 2025
Unprompted review
Reply from Luxandclassy
Dear Tracey,
Thank you for sharing your feedback. We are very sorry for the inconvenience caused with your order. In this case, the original item you ordered was out of stock, and our team typically informs customers before dispatching an alternative or similar product.
If this communication did not reach you, we sincerely apologize for the oversight and any frustration it caused. We are constantly working to improve our processes to ensure timely updates and accurate deliveries.
Kind regards,
Lux & Classy Team
Don't ever use this company
Don't ever use this company. I ordered an item which they were initially trying to force me to keep and when they eventually accepted that I did not want the item I had to pay £30 to return the item yo China though their website states that they are based in the Netherlands. I followed the returns instructions to return the item. 2 months later the item was returned back to my address because it was unclaimed. Upon contacting the company I was informed that the item was not claimed because I didn't provide a tracking number. This was never stated anywhere in the correspondences that I received. They now want time to pay for another return, (cost £30) because they are a small company. My item cost me £120.
Don't buy from them as you will probably spend half more than what you spent trying to send the item back.
17 June 2025
Unprompted review
Reply from Luxandclassy
Dear Audrey,
Thank you for sharing your feedback. We are very sorry to hear about your experience and understand your frustration regarding your return. At Lux & Classy, we aim to provide clear instructions for all returns and ensure that customers are supported throughout the process.
In your case, the item was returned to our warehouse due to an unclaimed delivery. Our standard procedure requires tracking confirmation for international returns to ensure the item reaches us safely and can be processed for a refund. We apologize if this was not clearly communicated in our previous correspondence.
As a small company, we strive to manage logistics and international shipping in a fair and consistent manner. We always aim to provide alternative solutions or support where possible, including reshipping options once the necessary details are provided.
We regret the inconvenience caused and have shared your feedback with our team to review and improve our return process. If you would like further assistance, we encourage you to reach out directly to our support team so we can help resolve this matter.
Kind regards,
Lux & Classy Team
Awful! Disgraceful response!
Shame you don’t give a -100% my shoes weren’t the right size & quality so terrible! They skirted round everything even though I sent photos and only offered me to spend a further £14.99 for the next size despite me telling them quality rubbish and want a full refund. They are no longer responding. Please never order from them!
Also a partial refund i finally had no choice to accept has never been sent! Dont trust this company!
20 June 2025
Unprompted review
Reply from Luxandclassy
Dear Lisa,
Thank you for your feedback. We are very sorry to hear about your experience and sincerely apologize for any frustration caused. At Lux & Classy, we aim to ensure all products meet our quality standards and to support our customers with sizing or exchange concerns.
Regarding your case, we follow our standard policy of offering an exchange first when an incorrect size is received. This is intended to provide a quick resolution without the need for a full return process. We understand this may not have met your expectations and apologize for any inconvenience caused.
If your issue is still unresolved, please reach out to our support team so we can review your case and provide further assistance in line with our store policies.
Kind regards,
Lux & Classy Team
Don't ever use this company
Don't ever use this company. They send poor quality items and refuse to give a refund. They have no quality control.
Customer service is poor and you wait over a month to receive poor quality good. When you ask for a refund they mess you about and never give it.
3 March 2025
Unprompted review
Reply from Luxandclassy
Dear Customer,
We are truly sorry to read your feedback and to hear that your experience did not reflect the standards we work hard to maintain. At Lux & Classy, we always aim to provide high-quality products to our valued customers, and it is disappointing when we learn that an item did not meet a customer’s expectations.
In situations where a customer is unhappy with their purchase, we can offer a partial refund before processing a return, as part of our goodwill approach to save time and effort for both sides. However, our policy requires that any concerns be raised and returns initiated within our 30-day return window. Once this period has passed, we are unfortunately unable to accept the return in line with our store policy.
We truly regret any inconvenience you have experienced and appreciate your understanding of our guidelines. If you are still within the eligible timeframe, please reach out so we can assist you promptly.
Kind regards,
Lux & Classy Team
Very nice clothing store
Very nice clothing store! The clothes are good from size and the customer service reacts very fast! I recommend this store.
27 May 2025
Unprompted review
Reply from Luxandclassy
Dear Pepijn,
Thank you so much for your wonderful feedback. We are delighted to hear that you are happy with both the fit of our clothing and the quality of our customer service. Our team takes great pride in ensuring that every order meets expectations, and it is truly rewarding to know we’ve succeeded in your case.
Your recommendation means a great deal to us, and we look forward to serving you again in the future with the same level of care and quality.
Kind regards,
Lux & Classy Team
Please do not use this company
Please do not use this company. The product is nothing like the one advertised and extremely poor quality. Despite what it says on their website there is no return policy, this company should not be trading. Had to give them one star as there is no option for no stars, they are nothing short as thieves
18 June 2025
Unprompted review
Reply from Luxandclassy
Dear Simon,
We are truly sorry to read your feedback and to hear that your experience did not reflect the standards we work hard to maintain. At Lux & Classy, we always aim to provide high-quality products to our valued customers, and it is disappointing when we learn that an item did not meet a customer’s expectations.
In situations where a customer is unhappy with their purchase, we can offer a partial refund before processing a return, as part of our goodwill approach to save time and effort for both sides. However, our policy requires that any concerns be raised and returns initiated within our 30-day return window. Once this period has passed, we are unfortunately unable to accept the return in line with our store policy.
We truly regret any inconvenience you have experienced and appreciate your understanding of our guidelines. If you are still within the eligible timeframe, please reach out so we can assist you promptly.
Kind regards,
Lux & Classy Team
disgusting customer service.
disgusting customer service.
paid 40 pound for a dress expecting decent quality and did not meet expectations so i just wanted a refund for my product. I sent an email out to them they replied in a day with an automated message claiming it was someone called ‘chloe’ from customer service. It said they could need refund me fully and instead would give me 30% of my money back which is not what i wanted. they kept raising up how much of a percentage or my money they would give back so in the end i said yes. A month or two later i have had heard no word of a refund they are now ignoring my emails it’s honestly disgusting don’t fall for this shit show they are scammers.
23 May 2025
Unprompted review
Reply from Luxandclassy
Dear Beth,
We’re sorry to hear about your experience and apologise for any inconvenience caused. Our partial refund option is offered to save customers the time and cost of returning an item, but we understand this did not meet your expectations.
If your refund has still not been received, please contact us at support@luxandclassy.com with your order number and proof of the agreement so we can recheck and resolve this within 24 hours.
Kind regards,
Lux & Classy Team
Excellent company....
Excellent company....and easy to navigate website for
my purchase of a fedora hat. I was so pleased with
the hat, and I found the customer service of this company was exceptional. Very fast in response, and
very helpful.
25 May 2025
Unprompted review
Reply from Luxandclassy
Dear Jennifer,
Thank you so much for your wonderful feedback. We’re absolutely delighted to hear that you’re pleased with your fedora hat and that our customer service team was able to make your shopping experience smooth and enjoyable. Your kind words mean a lot to us, and we truly value your trust in Lux & Classy.
We look forward to serving you again in the future and helping you find more pieces you’ll love.
Kind regards,
Lux & Classy Team
Two poor quality items
Two poor quality items . Thin and badly finished . Asked for return and refund Chloe asked for photos and what was wrong . Went on for 3 emails and faded out when I asked for refund and quoted there easy return and refund policy . Don’t Buy from this fake company .
19 May 2025
Unprompted review
Reply from Luxandclassy
Dear Patricia,
Thank you for sharing your feedback. At Lux & Classy, we always strive to provide high-quality products to our valued customers, and we are sorry to hear that your items did not meet your expectations.
As part of our return and refund process, we do request photos of the received items so our quality control team can verify the reported issues. This helps us ensure that similar problems are prevented in the future. For a refund to be processed, the return must be initiated within our 30-day return window, and the items must be sent back in their original condition. Once the returned items are received and inspected, the refund is issued in line with our policy.
If your issue remains unresolved, please reach out to our customer support team directly with your order details so we can review your case promptly and assist you further.
Kind regards,
Lux & Classy Team
Avoid avoid avoid.
Avoid avoid avoid.. I still have not received my refund despite multiple emails to/from ‘Chloe’. Please do not buy from this company and please share your experience with others so they do not fall prey to these scammers.
12 June 2025
Unprompted review
Reply from Luxandclassy
Dear Claudia,
Thank you for your feedback. We are sorry to hear about your experience and understand how frustrating this must be for you.
At Lux & Classy, our return policy allows customers to request a return or refund within 30 days from the date the order is delivered. This 30-day return window is in place to ensure that any quality issues or unwanted items are reported and processed promptly. Once a return request is made within this period and the item is sent back in its original condition, our team inspects it and issues the applicable refund in line with our policy.
If a return request or the actual return process falls outside of this 30-day period, unfortunately, we are unable to process a refund, as stated in our policy. This helps us maintain fairness and consistency for all customers.
If your case still falls within the 30-day window, please contact our support team with your order number so we can review and resolve it as soon as possible.
Kind regards,
Lux & Classy Team
They are a bunch of scammers
They are a bunch of scammers ; similar experience like every one had reported . Substandard products and a person name Chloe refusing your return but offering a reduced refund option . Even this was not refunded .
10 April 2025
Unprompted review
Reply from Luxandclassy
Dear Customer,
Thank you for your feedback. We would like to clarify that at Lux & Classy, we always aim to provide high-quality products and a smooth shopping experience for our valued customers.
In situations where a customer is not satisfied with the product, we do offer the option of a partial refund as an alternative to returning the item, as this can save on return shipping costs. However, we also accept full returns in accordance with our 30-day return policy, provided the item is unused, in its original packaging, and returned within the specified time frame.
If you have not yet received your refund or your concern remains unresolved, please reach out to our support team with your order number so that we can investigate and resolve this for you as quickly as possible.
Kind regards,
Lux & Classy Team
DO NOT ORDER FROM THIS COMPANY
I have given a 1 as it is not possible to rate 0. Please DO NOT ORDER FROM THIS COMPANY. I placed an order on 31st March, did not receive the item and I have not received a refund as requested. My emails were initially answered by Chloe but the trail has now gone cold and the company telephone number goes to voicemail. I have reported to International Consumer Centre.
31 March 2025
Unprompted review
Reply from Luxandclassy
Dear Claudia,
Thank you for sharing your feedback. We are sorry to hear about your experience and understand your frustration.
We would like to clarify that once an order has been dispatched and is in transit, unfortunately, we are unable to cancel it or issue a refund until it has either been delivered or returned to us by the courier. In rare cases, transit delays can occur due to international shipping challenges, customs processing, or courier backlogs, which are unfortunately beyond our control.
If you still have not received your order, please contact our support team with your order number so we can trace the shipment with the courier and ensure you receive either your package or the appropriate resolution in line with our policy.
Kind regards,
Lux & Classy Team
This website advertises different…
This website advertises different products from the one that arrived. I ordered black Orthopedic shoes. They came with white soles. I have the right to a refund. The customer service is back and forth emails with different kinds of settlement even when they advertise the 30-day return and refund policy. It's not worth the money and the hustle afterwards. The product is cheap and also uncomfortable compared to the one they keep advertising. I wish someone had looked into this company more deeply and prevented others from this scam. Contact your bank, and you will receive a full refund without having to beg for your money back.!
30 May 2025
Unprompted review
Reply from Luxandclassy
Dear Mariola,
Thank you for sharing your experience, and we’re sorry for the disappointment. We aim for products to match their descriptions and images, so receiving black orthopedic shoes with white soles is not the experience we want you to have. On rare occasions, a supplier batch or variant update can lead to a mismatch; when that happens, we treat it as “not as described.”
Here’s how we handle this:
Within 30 days of delivery: you can choose an exchange for the correct style/variant or a refund once the item is returned in line with our policy.
We sometimes offer a partial refund as a quicker, no-return alternative if a customer prefers that route. It’s meant to be optional—not a replacement for your return rights.
We’re sorry if the email exchange felt back-and-forth; we request photos and details to verify the issue and speed up the chosen resolution.
If your order is still within the 30-day window, please send your order number and photos of the sole/color to our support team so we can process an exchange or refund immediately. If the window has passed, we’ll still review your case and advise the best available option in line with our policy.
Kind regards,
Lux & Classy Team
Purchased a pair of shorts (completely different to photos) - But they will not refund me?
Purchased a pair of shorts. They arrived, but look totally different to the advertising.
So I went to them and asked for a full refund and where to send the shorts back too.
This was their reply;
Thank you for your follow-up and for sharing your feedback with us. We’re sorry to hear that the item did not meet your expectations in terms of appearance, despite the quality being satisfactory.
We completely understand how disappointing it can be when a product differs from what was anticipated based on imagery, and we appreciate your comments regarding our presentation. Your feedback has been noted and will be shared with our product and marketing teams for review.
To make the resolution more convenient for you, we would like to offer you a 20% refund on your purchase, allowing you to retain the item without the need to return it. This approach also supports our commitment to reducing our carbon footprint by minimizing unnecessary shipping.
We’re here to assist you every step of the way and thank you again for your understanding.
Kind regards,
Chloë | Lux & Classy Support Team
So they are basically refusing to give me back my money, but instead they are trying to push a 20% refund, and keep a pair of shorts that I will never use.
I have been in business for over 30 years, and I can say this about this business. If they are offering 20% refund, and lay claims to being environmentally friendly, is to first of all, stay away from them, and secondly it is obvious they cannot afford to give me a refund.
I have informed Trading Standards.
28 May 2025
Unprompted review
Reply from Luxandclassy
Dear David,
Thank you for sharing your experience, and we’re sorry for the disappointment. If an item looks different from the images shown, we treat that as “not as described” and we want to put it right.
To clarify: the 20% offer you received was an optional, quick-resolution proposal we sometimes make before a return—meant to save time and avoid extra shipping. It is not a substitute for your return rights.
Here’s how we handle cases like yours:
Within 30 days of delivery: you can return the item for an exchange or a refund in line with our policy. Once the return is received and checked, the applicable refund is issued promptly.
We may also offer a partial refund as a no-return alternative if that’s your preference. It’s your choice.
If you’d like to proceed with a return, please reply with your order number and a quick photo showing the difference so our team can verify and send the return instructions immediately. We take all feedback seriously and share it with our product and marketing teams to prevent repeat issues.
Kind regards,
Lux & Classy Team
Do not use Lux and Classy
Do not buy anything from Lux and Classy. I bought a pair of orthopaedic shoes for my wife. When they arrived they were delivered in a tatty plastic bag, no box and the shoes were plastic cheap rubbish and totally not what was advertised. I requested a refund but was repeatedly offered everything accept a refund. After a lot of back and forth they offered a 50% refund and said I could keep the shoes (now in the bin). It’s been 2 weeks and still no sight of the agreed refund. I doubt I’ll ever see it. Awful company and should be shut down.
22 April 2025
Unprompted review
Reply from Luxandclassy
Dear James,
Thank you for sharing your feedback, and we sincerely regret the disappointment caused by your recent order.
Regarding the packaging, we truly apologize that your shoes arrived in a plastic bag rather than a box. At the time of dispatch, our branded boxes were temporarily out of stock, and in order to avoid delaying your delivery, our warehouse team proceeded with the available packaging. We understand how this could have affected your unboxing experience, and we are very sorry for the inconvenience.
As for your refund, please rest assured that it has already been processed in line with the 50% amount agreed upon during our correspondence. Depending on your payment provider, it may take 3–7 business days to appear in your account.
We appreciate your patience throughout this matter, and your comments have been shared with our fulfilment and quality control teams to prevent such situations in the future.
Kind regards,
Chloë | Lux & Classy Support Team
They are fraudsters
They are fraudsters.
The trainers looked good on the pictures but they arrived with no soles smelling of plastic, they needed throwing away. This company does not refund as suggested, they are scammers.
9 May 2025
Unprompted review
Reply from Luxandclassy
Dear Pixie Rose,
Thank you for taking the time to share your feedback, and we are truly sorry to hear about your disappointment with your recent order.
We would like to clarify that our store offers refunds in accordance with our 30-day return window, which begins from the date the order is received. In this case, as your request was submitted after this period had passed, we were unfortunately unable to process a refund under our policy.
We understand how frustrating this can be and we regret that we could not assist you further on this occasion. Your comments have been shared with our product and quality control teams for review, as we are committed to improving both our items and customer experience.
Kind regards,
Chloë | Lux & Classy Support Team
Total scam
Total scam. I Bought a pair or shoes: took ages to arrive, and when I got them they were not of the right size and the consistency is similar to cardboard: very bad quality.
I asked to return the shoes and get full refund but I got offered 20% refund. Don’t waste your money. Such a poor service.
17 May 2025
Unprompted review
Reply from Luxandclassy
Dear Sil Via,
Thank you for sharing your feedback with us. We are sorry to hear about your dissatisfaction with your recent purchase.
We would like to explain that due to the nature of international shipping, certain challenges such as longer transit times and occasional delays can unfortunately occur. While we always strive to deliver orders promptly and in the expected condition, these circumstances can sometimes impact the experience.
To help make resolutions faster and more convenient for our customers, we do offer partial refunds as an option before initiating a return. This approach allows customers to keep the item without the need for return shipping, helping to reduce delays and minimise environmental impact from additional transport. Of course, full returns remain available for customers who wish to proceed within our return policy guidelines.
We appreciate your feedback, and it has been shared with our quality and logistics teams for review.
Kind regards,
Chloë | Lux & Classy Support Team
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