FAQs


Orders:

I want to cancel my order

You can cancel your Feelxury purchase within 30 minutes of placing your order in the 'your account' area.

Simply hit the 'view order' button in your confirmation email, then hit the 'cancel order' button. A refund will be actioned within 24 hours of hitting the cancel button. Funds may take an additional 5 working days to clear into your account depending on the payment method used.

Any queries, please get in touch with us!



I want to change my address

We're pretty quick at getting your order out the door, so once your order has been placed, our customer support team is unable to make any changes to your billing/delivery address.



I have received a faulty item

In the event you have received a defective item, please contact us immediately with the following information:

Your order number
Which item is damaged
A description
Photographic evidence
If your parcel has been damaged upon delivery, please take photographic evidence and send it straight to customer support @ feelxury@gmail.com

All claims for parcels arriving damaged must be made within 7 days of the delivery date.

Unless proof of damage has been verified by a member of the support team, we cannot action a refund, credit or replacement.

Once we've received the above information, we will work quickly and efficiently to ensure the problem is rectified instantly.

Please do not return any damaged goods unless advised by a member of our support team, it may result in a slower resolution time



You have sent me the wrong item

In the unlikely event you have received a defective item, please contact us immediately with the following information:

Your order number
The name of the item you did not receive
The name of the item you received in it's place
A photograph of the item you have received

Once we've received the above information, we will work quickly and efficiently to ensure the problem is rectified to your satisfaction.

Unless proof that you have received an incorrect item has been verified by a member of the support team, we cannot begin to take the steps needed to rectify the problem.

You may be required to return the incorrect item back to us, but a member of the customer support team will advise you if/how to return the item.



My order status is 'canceled' but I didn't cancel it

If you've received an email regarding the order being 'suspected fraudulent', this simply means your payment method has failed some security checks, we can assure you it's nothing personal.

In the event you receive this, please ensure that your billing information matches the card you are using to pay for the order and try placing the order again.

If you're payment is failing with PayPal, please ensure your email matches your PayPal email address and that your billing information is up to date and correct.



Items Unavailable

Your order may be cancelled due to the items you've purchased being unavailable. From time to time, we may oversell on a certain product, it's less than ideal we know but is sometimes unavoidable! In the event that this happens, we'll be in touch with a hopefully suitable solution to keep you satisfied with your Feelxury experience.

If you have any problems with order cancellations, contact us at feelxury@gmail.com


Do Feelxury sell through any other websites?

Feelxury is a direct to customer business, presently we do not sell through any other outlets other than those directly linked to www.Feelxury.com
Any third-party site/person selling Feelxury could potentially be fake or fraudulent. If you purchase any Feelxury items from any third-party websites, the warranty will lie with the seller and Feelxury will not be able to assist should you experience any issues with the product purchased.


I've placed an order but haven't received a confirmation email

You've placed an order, the money has been debited from your account but you haven't received your order confirmation email. Has the order been successful?!

Not to worry, this usually means that the email you used to place the order may have had a spelling mistake or the email may have gone through to your promotional inbox. Just be sure to check all inboxes through your email account.

Send an email or message through to our customer experience team and they'll be able to locate your order. They'll simply need the full name and delivery address used to place the order.


My order status is fulfilled, does that mean it should have been delivered?

Status 'fulfilled' simply means your order has been packed by our warehouse team and it's currently on the way to you.

You will receive a shipping confirmation shortly after detailing your tracking information.

If your order has remained unfulfilled for more than 2 working days, please contact us with your order number and a member of the support team will get right on it.


Delivery:

There is something missing from my order!

A packing list is included in every parcel sent from our distribution centre, please check the packing list to ensure there are no items missing from the list.

If an item you have ordered is missing from the packing list, this will likely have been removed due to it being out of stock. You will be notified by email should an item you've purchased be out of stock.

If you haven't received an email notification about any changes to your order, but you're still missing an item, please contact us immediately with the following information:

Order Number
Missing Item(s)

Our support team will look into the matter and will resolve the issue for you as quickly as possible.

All missing item claims must be made within 7 days of the delivery date of your order.


Can I change my delivery address although my order has been dispatched?

If you have selected a standard mail service as your delivery option, we will unfortunately not be able to make any amendments to your address whilst the package is in transit.

Please ensure you check your address before placing the order, just to ensure you have entered the correct details.



My parcel is marked as delivered, but I haven't received it.

If your tracking states your package has been delivered, but you have not received it. Please first check with any surrounding neighbours for anyone who may have accepted the parcel on your behalf.

If you had your Feelxury order delivered to a workplace, please check with all employees who may have accepted the parcel, we know how tempting a fresh Feelxury package might be.

Couriers may update the tracking as delivered prior to delivery, so please allow up to 24 hours before assuming the parcel is lost. If after this period, you're still unable to locate your order, get in touch with the support team and where possible, we'll open an investigation with the courier and do our best to help out.

Note: All lost parcel claims must be made within 14 days of the delivery date.



Customs & Import Fees

As orders from our stores may be shipped directly from the UK, you may be susceptible to customs fees. Customs fees will be charged upon the package reaching the destination country.

You as the customer, are liable for all import duties, customs and local sales taxes levied by the country you reside in; payment of these fees is necessary to release your order from customs.

The grand total of your order as displayed on the checkout does not include any additional duties required. The carrier, prior to delivery, will inform you of any additional duties if required.

Feelxury has no control over customs and import tax and we can't tell you exactly how much you will be charged as customs and import tax varies widely depending on the country you are situated in.

The threshold for bringing goods into Canada is around $20CAD. If your order is more than this amount, you are likely to be charged customs and import fees.

Refusing to Pay Customs

If you choose to refuse the customs fee and the parcel is returned back to Feelxury, a shipping & handling fee will be deducted from your refund.

If you're still unsure on whether you'll be subject to customs fees, we'd recommend contacting your local customs office for more information before placing your order.



Delivery

* Bank Holidays & Public Holidays not included as delivery days

*Next working day delivery does not include Saturday as a delivery day

Orders placed with Next Working Day Delivery after Friday 3pm, your order will be dispatched the next working day (not inclusive of Saturday or Sunday)

Some countries may be subject to additional custom & import fees. We'd recommend contacting your local customs office for more information before placing your order.



Can you deliver to PO Box's?

Feelxury can deliver to PO Box's in the majority of countries, but only if a standard delivery service is selected.


Returns:

I need to return something

We want to offer a hassle-free returns experience with Feelxury, so you have up to 30 days to initiate your return from the moment your Feelxury order is delivered.

  • Provide your full name, order number (e.g. #US12345) and zip code, you must provide name & both numbers exactly as they appear on your order confirmation

 

  • The reason for your return
you will need to return your Feelxury package via your local postal service. Please remember to keep a copy of the receipt provided by the post office as proof of postage!



Have you received my return yet?

Depending on the service used to return your item(s), it can take up to 10 working days (excluding weekends & public holidays) to be delivered and processed by our returns team.

We'll notify you by email once the return has been processed.



International Returns

Depending on the service used to return your item(s), it can take between 7 - 21 days (excluding weekends & public holidays) to be delivered and processed by our returns team, we will notify you by email once this has been processed.

If you do have an concerns, get in touch with our customer care team, they should be able to answer any queries you may have.

If your return is marked as delivered, sit tight, our returns team will get to it.



Returns Policy

- Item must be returned within 30 days from the day you've received your order, transit times are not included within this time

- Feelxury currently does not offer exchanges, a refund against your original payment method will be processed upon receiving your return. If you wish to receive a different size, you'll need to place a new order via the website.

- Item must be unworn & unwashed (no distinct odours, blemishes, signs of wear etc.) Any items found to be in poor condition will be returned back to you

- We cannot accept underwear or socks for hygiene reasons - no exceptions

- Items covered in animal/human hair will not be accepted

- All items are thoroughly inspected before any action is taken

- Returns can take up to 10 days to process, so don't be alarmed if you've tracked your return as delivered but haven't heard from us yet

- For single item orders that are returned, we will refund the total value of the order, including shipping costs.

- For multiple item orders, we will only refund the value of the item(s) returned, excluding shipping costs.

- If multiple item orders are returned in their entirety, we will refund the total value, including shipping costs.

- Orders placed separately (unique reference numbers), must be returned separately. Combining orders being returned in one package will significantly slow down refund processing speed.

- Where applicable, item(s) being returned must be registered through our returns portal, ReBound. Following this process will ensure your refund is processed as quickly as possible.

- If returns are not raised through ReBound, please note processing refunds may take longer than 5 working days. Please keep a copy of any postage receipts and necessary tracking information as proof of return.

- We will aim to action refunds within 7 working days. Please note, PayPal transactions can take up to 24 hours and credit/debit cards may take up to 5 workings days to clear into your account.

- Any items purchased from a Feelxury event (i.e. pop-up store) cannot be returned for a cash refund. Store credit will be issued for the full amount of the item(s) returned

If any item returned breaches any of the terms outlined in this policy, we reserve the right to return the item back to you in the same condition it was received in.




Payments, & Promotions

Refunds
All refunds are to be made to the account used to pay for your original order. In the event that we're unable to refund directly to your account, store credit will be issued.



How can I pay for my order?

You can pay for your order by using any of the following payment types:
Paypal, Credit cards from MasterCard, Visa, AmericanExpress

We take fraud very seriously meaning all payments will be subject to security checks put in place by Feelxury and also the card provider.

In the event that your payment has failed 1 or more security checks, you will be contacted by a member of the Customer Care Team who may ask for further identification in order to release your order. Failure to provide the information we require will result in your order being cancelled and refunded.



This item was on sale previously, can I get it at the sale price?

After the sale ends, the item may go back to it's original price, in which case, we will not be able to honour the price it was displayed as during the sale.

As much as we love a good sale, unfortunately, they have to come to an end.



An item I own is now a lower price, can you refund me the difference?

As an online retailer, our prices will occasionally change depending on demand, stock and upcoming sales without prior warning. This being the case, we are not able to refund the difference.



Technical
I'm having trouble with your website

If you are having trouble with the website, please ensure the browser you are using is up to date. It may be worth deleting your cookies and trying the site again.

If you continue to experience issues, please get in touch with our support team and provide the following:

Detailed description of the issue you're having
Which store you are shopping on
Screenshots of any error messages you might be experiencing