Shipping policy
At Edelux, we aim to provide a transparent and efficient shipping experience for our customers. We operate using an international sourcing and fulfillment model, working with global partners to ensure consistent quality and fair pricing. Our company is registered in the United Kingdom, and all customer communications, legal obligations, and returns handling are managed in accordance with UK regulations.
1. Shipping Scope
At this time, Edelux serves customers within the United Kingdom only. We do not ship to P.O. Boxes or military bases (APO/FPO).
2. Shipping Costs & Tariffs
– Standard Shipping: Always FREE on all orders within the UK.
– DDP (Delivery Duty Paid): All prices shown include VAT. All applicable import duties and taxes are prepaid by us. There are no additional customs charges or hidden fees payable upon delivery. The price you see at checkout is the final price you pay.
3. Order Processing & Delivery Times
The total time to receive your order consists of two parts: Handling Time and Transit Time. The estimated total delivery time is 8–12 business days.
|
Stage |
Duration |
|
Order Handling Time |
1–2 Business Days (Monday – Friday) |
|
Transit Time |
7–10 Business Days (Monday – Friday) |
|
Estimated Total Delivery |
8–12 Business Days |
– Order Cut-off Time: 5:00 PM (GMT) Greenwich Mean Time (London). Orders placed after this time or on weekends will be processed the following business day.
– Origin of Shipment: To maintain competitive pricing and product availability, all orders are fulfilled and dispatched from our international logistics hub in Mong Kok, Kowloon, Hong Kong, and delivered to UK customers via local carriers.
4. Shipping Partners & Tracking
– Carriers: We partner with reliable services such as Royal Mail, DHL, and Evri for final mile delivery in the UK.
– Tracking: Every order includes tracking. You will receive a confirmation email with a tracking number as soon as your package is dispatched. You can track your parcel directly on our website or via the carrier’s portal. Please allow 24–48 hours for tracking information to update. All orders are delivered with tracking for your peace of mind.
5. Address Changes and Cancellations
– Wrong Address: It is the customer's responsibility to ensure the shipping address is correct. If you notice an error, please contact us immediately. Once the order has been handed to the carrier, we cannot change the delivery address.
– Cancellations: If you wish to cancel your order, please contact us within 6 hours of placement. Due to our automated fulfillment process at our Hong Kong hub, once processing has begun, the order cannot be canceled, and you must follow our Refund Policy after receiving the item.
6. Delays & Issues
– Delivery Delays: While we strive for punctuality, delays may occur due to external factors beyond our control (e.g., extreme weather, strikes, or customs processing). If your order has not arrived within the estimated delivery time-frame (8–12 business days), please contact us at info@edeluxtm.com
– Missing or Damaged Items: If an item is missing or arrives damaged, please report it to our customer service within 48 hours of delivery. In case of visible damage to the packaging, we recommend taking photos before opening it to facilitate the claim process.
7. Contact Information
For any questions regarding your shipment or tracking, our team is here to help:
Store name: Edelux
Operated by Luxora Group Ltd
Registered Office: 50 Princes Street, Ipswich, Suffolk, IP1 1RJ, United Kingdom
Business & Return Address: 6 Bearings Close, Northampton, NN5 6GY, United Kingdom
Order Fulfillment: Mong Kok, Kowloon, Hong Kong
Email: info@edeluxtm.com
Phone: +447412806463
Company number: 15980733
Customer service: Monday to Friday, 9:00 AM – 5:00 PM (GMT)
We usually reply within 24 hours