Questions?
Please read the FAQs below. If you can’t find the answer you’re looking for, please contact us here.
Shipping & Delivery
How does shipping and delivery work?
So you've made an order? Welcome to the PlushLuxe family!
Once you have placed an order, our team will carefully package your items and ship them within 24-48 hours. To speed up delivery if your order contains different types of products, you may sometimes receive them separately so we can get them to you as fast as possible.
Your products will be sent via UK Post, and then they should be safely in your patiently waiting hands within 5-7 business days**.
As soon as your order is sent you will receive a shipping confirmation email from us complete with a tracking number so you can follow its journey.
*Please note: We send via signature required post to ensure safe delivery - if you opt for ‘Authority To Leave’ yourself, we are not responsible for the package in the rare case it is missing or stolen.
**Please note: all shipping timeframes are from the advertised date of dispatch. Should your item have a pre-order date (advised next to the product name in brackets), this is the date of dispatch. The delivery timeframe starts from the pre-order date it ships on. If there’s no date next to the product name, you’re in luck - it’s ready to go!
How much do I pay for shipping?
All orders include FREE and fast delivery UK-wide, no matter how many products you order.
When will my order arrive?
Once your order is picked and packed, the magical journey from PlushLuxe HQ to your front door begins.
All orders (no matter how many products you purchase) include FREE and fast delivery UK-wide. You can expect your order to arrive within 5-7 business days* from the day you place it.
*Please note: Although UK Post quote us these expected delivery times, sometimes life happens and they aren’t able to deliver within this timeframe. When this is the case, your tracking number may show a ‘delayed’ delivery date.
How do I track my order?
Yay, time to celebrate – your order is on its way! After we pass your order to UK Post, we will send you a shipping confirmation email which will have a ‘Track Order’ button. This will take you directly to the UK Post site so you can follow the live tracking updates!
Haven’t received your shipping confirmation email yet? Check your spam folder too (it may have ended up there).
Help, I think my order is lost/hasn’t been delivered?
Think your order might be lost in transit? Although UK Post quote us 5-9 business days for standard delivery, sometimes life happens and they aren’t able to deliver within this timeframe. When this is the case, your tracking number may show a ‘delayed’ delivery date.
If your order isn’t delivered within 20 days, please contact us and we can launch an investigation with UK Post.
*Please note: For any queries or issues related to your UK Post order, we recommend you first reach out to UK Post directly. While we understand delays are frustrating, we are required to work within Australia Post’s processes. Once you have contacted Australia Post directly, let us know and we can contact them on your behalf to try and resolve any issues ASAP.
Can I change my shipping address?
Oops, is your order not being sent to the right address? We can absolutely help change this for you! Provided your order has not shipped, please send us the new details and we can change this over for you.
If your order has been shipped, don’t panic! You can still redirect it via the UK Post tracking link we provide on your shipping confirmation email.
*Please note: We can only send your order to the address you provide on your order - if you have provided an incorrect address, and the package is delivered there, we are unable to retrieve it so please check your address carefully!
Do you ship internationally?
At this time, we only deliver our products to customers in United Kingdom.
Are there any customs/import fees?
All our products are shipped right here in UK, out of our distribution centre. This means there’s no need to stress about any customs fees, as it’s shipping from your own backyard.
Product Questions
What size should I pick based on my weight?
- 32AB → 30–42.5 kg
- 34AB → 42.5–49.5 kg
- 36AB → 50–55 kg
- 38AB → 55.5–65 kg
For customers above 65 kg, please ensure your underbust is 83 cm or below before choosing a size.
Can customers with C-cup wear this set?
Yes!
Customers with A, B, or C cups can comfortably wear AB-style sizes, as the soft, flexible design provides a comfortable fit across these cup ranges
Size：
S (Fits 70ABC cups)
M (Fits 75ABC cups)
L (Fits 80ABC cups)
1XL (Fits 85ABC cups)
What if I’m between sizes?
If your measurements fall between two sizes, we recommend choosing the larger size for a more comfortable lounge-style fit.
Do you offer wholesale or bulk purchase discounts?
Our products are only sold on our online store, so we do not offer wholesale discounts for reselling.
Can I send an order as a gift?
Have a special someone who you think needs some of our products in their life? You can ship any PlushLuxe product directly to that lucky lad or lady by entering their address as the shipping address, and your own as the billing address. Plus we don’t include any value invoices inside the box as any receipts are sent directly to your own email address. It’s that easy!
*Please note: Due to the fact we use external fulfilment partners, we are unable to include messages in the package - we’re sorry!
Are you stocked in any stores anywhere?
Nope, it’s just us! Our PlushLuxe products are only available on our online store here in the United Kingdom. Unfortunately, we don't currently offer international shipping.
Returns & Exchanges
Do you have a returns policy?
For hygiene and safety reasons, we’re unable to accept returns or exchanges on intimate-wear items once they’ve been shipped. This ensures every customer receives a brand-new, unworn product.
How long do I have to return the products?
Because this item is considered intimate wear, returns cannot be accepted once the order has been shipped. For non-intimate items, please contact us within 48 hours of delivery if there is an issue such as damage or receiving the wrong product.
Can I return my order for a refund?
Refunds are only available if the item arrives damaged, defective, or incorrect.
Due to hygiene and safety reasons, we cannot accept returns or issue refunds for intimate-wear items based on change of mind, sizing issues, or if the item has been shipped.
Do I have to pay for returns?
For intimate-wear items, returns are not accepted due to hygiene and safety reasons.
If your item arrives damaged or incorrect, we will cover the return or replacement cost—there is no fee to you.
How long does it take for my return/exchange to be processed?
Since intimate-wear items cannot be returned or exchanged for hygiene and safety reasons, processing times do not apply.
If your item arrives damaged or incorrect, we will resolve the issue within 5–9 business days once you contact us with the required details.
How long does it take for my refund to be processed?
If your refund is approved for a damaged or incorrect item, it will be processed within 5–7 business days.
Once processed, the funds will return to your original payment method, depending on your bank or provider’s timelines.
Payment
How secure is your payment?
All jokes aside - your privacy and security is our highest priority. We use Shopify Payments which is an extremely secure and highly encrypted system designed to protect customers and also hold merchants accountable.
What payment types do you offer?
We accept the good old-fashioned methods of payment, such as credit cards (Visa/Mastercard/American Express) as well as debit cards that can be used for online transactions. If you’re a bit more tech-savvy, we offer Google Pay and Apple Pay too!
Do you have payment plan options?
Unfortunately, we don't currently offer any split pay options (like Afterpay, Klarna or ZipPay). These are coming soon though!
How do I use a discount code?
Woo, it’s on sale - so you’re basically saving money (at least, that’s what we tell ourselves when something is on sale). Simply head to the checkout, and on the first page of the checkout there will be a box for you to enter your discount code in - make sure to click ‘Apply’! This is offered before the payment page so you’re totally aware of how much you can save.
*Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for (eg. specific products only).
I forgot to use my discount code!
Made your purchase, and as the payment was loading you realised with horror you hadn’t added your discount? Never fear, that opportunity hasn’t slipped away! Simply contact our helpful team here and they will be happy to help correct this for you.
*Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for (eg. specific products only).
What currency is the store in?
All prices on our UK store are displayed in British Pounds (GBP) for clarity and convenience.
Contact Us
I have an issue with my order, what can I do?
Something not quite right with your order? Don’t worry, our team is ready to spring into action! Please contact us to advise of the issue, and to help resolve things quickly we request you include photos so we can help identify what has happened.
I need to cancel or change my order!
These things happen! Please email us immediately with the subject line CHANGE or CANCEL and we will do our absolute best to carry out your request. If it has already been dispatched from our warehouse, you will need to go through our returns process.
As we do our best to get your orders out to you as soon as we can, occasionally an order will be processed before the team has a chance to change it. We cannot guarantee a change of order after the order is placed so please select your items carefully.
How do I contact you?
Gone are the days of carrier pigeons and smoke signals – emailing us is the way to go! You can contact us here or by emailing us at plushluxeofficial@gmail.com. This also allows us to keep a paper trail for your issue so we can help you as best we can. We’re only human, so please be patient and we are working as quickly as possible to get back to you. We promise we won’t leave you on ‘read’!
How do I provide feedback?
We always strive to be the best so we love hearing your thoughts. We also love hearing your BRAND stories, as it warms our hearts to see our products being used and loved out in the big wide world. Should you have any feedback for us, please feel free to send it here.