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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Reply from Luxandclassy
Dear Neil,
We’re truly sorry to hear you feel this way. It’s upsetting for us as a team when a customer’s experience doesn’t reflect the service we work hard to provide. Please share your order details with us so we can review the matter personally and do our best to make things right.
Kind regards,
Lux & Classy Team
Absolutely terrible company AVOID I…
Absolutely terrible company AVOID I have been waiting for a refund for a returned item from now 3 months ago and they are radio silent now. Returned the item via the original courier and the company said they would refund me as soon as they received it back I have chased and chased and chased and they have taken my money and now ignoring all my chases. Absolutely appalling company do not waste your money. Poor quality clothing and disgusting customer service cheap Chinese clothing
December 11, 2024
Unprompted review
Reply from Luxandclassy
Dear Victoria,
We’re very sorry to hear about your experience — it’s frustrating for us as well when communication breaks down and leaves a customer feeling ignored. We never intend for delays or silence to happen, and we’d like to urgently review your case. Please contact our support team with your order details so we can trace your return and ensure a proper resolution.
Kind regards,
Lux & Classy Team
They’re flipping Chinese gear
They’re flipping Chinese gear. A fine blend of wool and cashmere turned out to be 95% poly and 5% cotton.
March 6, 2025
Unprompted review
Reply from Luxandclassy
Dear Ronald,
We’re truly sorry to hear about your disappointment. Please share photos of the material tags with our customer support team so we can carefully review your case. If you’ve received the wrong item, it is our responsibility under our return policy to reship the correct product to you without hesitation.
Kind regards,
Lux & Classy Team
Do not buy from these!
Do not buy from these! You will likely receive a tatty, cheap item, which is nothing like what is advertised. I have emailed them numerous times over the last 2 months but still no refund!
February 1, 2025
Unprompted review
Reply from Luxandclassy
Dear Peter,
We’re truly sorry to hear about your experience and the frustration this has caused you. Please know that we never want our customers to feel ignored. If you have still not received your refund, we kindly ask you to reach out to our support team with your order details, and we will re-check your case to ensure it is resolved as quickly as possible.
Kind regards,
Lux & Classy Team
Reply from Luxandclassy
Dear Alexa,
Thank you for sharing your feedback. It’s reassuring for us to know your parcel arrived safely and met expectations, especially as deliveries can sometimes face unexpected delays or challenges in transit. We truly value your patience and trust in us.
Kind regards,
Lux & Classy Team
The Company That Won’t Reply: A Frustrating Return Experience
I ordered a pair of shoes that took forever to arrive. When they finally did, they were smaller than expected, so I decided to return them. Instead of a simple return portal, they require you to email them to request a return—an unnecessary hassle in an age of efficient return systems.
I sent three emails and got no response. It’s obvious why they make you email—they have no intention of responding or issuing refunds. Thankfully, I contacted my bank, and within two hours, they processed my complaint and refunded my money.
February 27, 2025
Unprompted review
Reply from Luxandclassy
Dear DKAS,
We are truly sorry to read about your experience. Delays in both delivery and communication are never what we intend, and we regret that our return process felt frustrating and unresponsive in your case. While our team does aim to reply within 12–24 hours, it’s clear we fell short here, and we completely understand the disappointment this caused.
We sincerely apologise for the inconvenience and the time you had to spend resolving this through your bank. Should you ever wish to give us another chance, our support team will be ready to assist you directly and ensure the process is smoother.
Kind regards,
Lux & Classy Team
Scam company - AVOID
I bought a pair of boots from Lux & Classy, advertised as a leather-synthetic blend, but when they arrived they were cheap plastic, and not worth what I’d paid for them. They advertise a 30-day money back guarantee but after approximately 30 emails, over a month later, they have still failed to send me an address I can return the boots to, to get a refund. As all the other reviews here state, they run you through a well rehearsed process where they offer a partial refund for you to keep the product, before eventually cutting off contact when you decline the offer. I’ve now had my money refunded by my bank, but it’s criminal that they can refuse to refund people in this way.
January 13, 2025
Unprompted review
Reply from Luxandclassy
Dear Lee,
We are very sorry to hear about your disappointing experience. The concerns you have raised about both the quality of the item received and the challenges you faced in trying to arrange a return are deeply concerning to us. Our 30-day return policy is in place to give customers peace of mind, and it is truly regretful that in your case the process did not go as smoothly as it should have.
We fully understand the frustration of feeling unheard after multiple attempts to resolve an issue, and we sincerely apologise for the inconvenience and loss of trust this has caused. Please know that our support team remains available to assist further should you wish to provide order details again, and we will do our utmost to ensure a proper resolution.
Kind regards,
Lux & Classy Team
AVOID AT ALL COST!!!
Avoid at all cost!
Their website looks top end and so do their items but don’t be fooled, they are Con Merchants!
Having purchased a pair of clogs for £34.99 the seller sent me a different pair not worth a fiver, putting it down to an upgrade design. Several emails later the fictitious Chloe wanted a further £14.99 for a replacement pair, some chance of that! I ceased correspondence with them at this point and got the credit card company to claw back the £34.99 which they have done.
I wonder who left a 5star review when the other 80 reviewers left 1star, is that review genuine, I think not!
Also, the VAT number they are using in the Netherlands is listed to another company, which I’m sure isn’t right!
Avoid if you don’t want a struggle getting your money back!
January 2, 2025
Unprompted review
Reply from Luxandclassy
Dear Price Checker,
We are truly sorry to hear about the experience you had. Receiving an item different from what was expected and then feeling unsupported through the resolution process is understandably frustrating, and we sincerely apologise that your trust in us was impacted this way.
We always aim to deliver items exactly as advertised, and in cases where a mismatch occurs, it is our responsibility to resolve it fairly under our return and refund policy. We regret that in your situation this did not happen smoothly, and we fully understand your decision to seek assistance from your payment provider.
Please be assured that our support team remains available should you wish to provide your order details again so we can carefully review this matter and prevent similar situations going forward.
Kind regards,
Lux & Classy Team
Terrible experience
Terrible experience! The product I received looked cheap and nothing like the pictures. When I asked for a return, they refused to send a return label and instead kept offering small partial discounts—when all I wanted was to send it back! Weeks later, I’m still waiting for a resolution. Avoid this company!
February 12, 2025
Unprompted review
Reply from Luxandclassy
Dear Devorah,
We are truly sorry to hear about your disappointing experience. It is never our intention for a customer to feel misled by the quality of a product or unsupported when requesting a return. We understand how frustrating it must have been to repeatedly receive offers instead of a straightforward return option, especially when you had already made it clear that you wished to send the item back.
Please know that our customer support team is here to assist you until this matter is fully resolved. If you could kindly provide your order details to our team, we will immediately review your case and ensure the appropriate next steps are taken in line with our return and refund policy.
We sincerely regret the inconvenience caused and thank you for bringing this to our attention.
Kind regards,
Lux & Classy Team
Awful company
Wouldn’t give any stars if I could….
Took 4 weeks to come and the coatigan that cost £49.99 is honestly the cheapest, nastiest thing I’ve ever seen. Not worth £4.99!!!!!
No response re returning…DO NOT order from here, had I read reviews I wouldn’t off.
Please be warned
December 15, 2024
Unprompted review
Reply from Luxandclassy
Dear Sandra,
We are truly sorry to hear about your experience and the disappointment caused by the coatigan. We completely understand your frustration regarding both the delay in delivery and the quality not meeting expectations.
Please know that our customer support team is always here to assist. If you could reach out to us directly with your order details, we will review your case carefully and guide you through the return or any further assistance available under our policy.
We sincerely apologize for the inconvenience and appreciate your feedback, which helps us improve our products and service.
Kind regards,
Lux & Classy Team
Extremely poor service
Extremely poor service. Still waiting for refund. Very unhappy. Would not use again.
January 6, 2025
Unprompted review
Reply from Luxandclassy
Dear Anita,
We are very sorry to hear about your disappointment and the difficulties you’ve faced with your refund. After carefully checking your case, it appears that the item was unfortunately sent back to the wrong warehouse address belonging to the courier rather than to our official return facility. In such cases, we are unable to process the refund, as the product never reached our designated return center.
We completely understand how upsetting this must feel, and we truly wish we could resolve it differently. Please know that our support team is always available to guide customers step by step with the correct return instructions to avoid such unfortunate mix-ups.
Kind regards,
Lux & Classy Team
SCAMMERS!!
SCAMMERS!!
*DO NOT BUY* from these people they are total crooks!!! Fake EVERYTHING. The items are bad quality. Forget getting a refund they totally DISAPPEAR. You might get correspondence offering you percentage refund, which is an absolute insult to begin with. Truth is you will NEVER receive anything. Would give zero stars but TrustPilot system won’t allow.
December 25, 2024
Unprompted review
Reply from Luxandclassy
Dear Addy,
We are truly sorry to read your experience and understand how upsetting this must have felt. We never want our customers to feel misled or unsupported. Please rest assured that our customer support team is always here to assist in such cases, and we work hard to provide solutions that are fair and in line with our policies.
If you could kindly reach out again with your order details, our team will carefully review your case and do everything possible to assist you further. We value every customer and never want anyone to feel ignored or dissatisfied.
Kind regards,
Lux & Classy Team
This company still haven’t refunded my…
This company still haven’t refunded my money. After many emails offering me discounts and opportunities to keep the product and only have a partial refund they have now stopped communicating with me all together.
The items sizing is not based on UK/US sizes. The size 10 coat didn’t fit my 8 year old niece!!!!
They clearly cost very little to make, hence why they are refusing to accept the item back.
Do not order from this company !!!!!
February 1, 2025
Unprompted review
Reply from Luxandclassy
Dear Sam,
We are truly sorry to hear about the difficulties you’ve experienced. It is never our intention to cause frustration, and we completely understand how disappointing this must feel. We do our best to make the return and refund process as smooth as possible, but clearly in your case things have not gone as they should.
Please kindly share your order details directly with our support team so that we can carefully review your case and ensure the correct steps are taken. If the wrong sizing has been delivered, that is our responsibility to resolve, and we are committed to finding a fair solution for you.
We deeply regret the inconvenience this has caused and assure you that our team is always here to support you in every situation.
Kind regards,
Lux & Classy Team
Dreadful service DO NOT USE
Dreadful service - badly sized goods - Unhelpful assistance - I cannot get my money back - Had to send goods back to China at my expense - AND still have not received my money back... CRIMINAL!
January 13, 2025
Unprompted review
Reply from Luxandclassy
Dear Theresa,
We are very sorry to hear about your experience and the disappointment it has caused. We completely understand how frustrating it must feel to return an item internationally and still be waiting for your refund. Unfortunately, when goods are returned to the incorrect address or directly to the courier’s warehouse in China, they are not properly logged into our system, which makes it very difficult for us to process the refund.
We truly regret the inconvenience this has caused you. Our customer support team is always available to guide customers step by step through the correct return process to avoid such situations, and we would still like to review your case personally to see what further assistance we can provide.
Please reach out with your order details so we can investigate this matter directly.
Kind regards,
Lux & Classy Team
This is a sequel to the review I placed…
This is a sequel to the review I placed previously. After repeated insistence that they refund me and GETTING NOWHERE, I paid to have the items returned to Holland. The courier sent 4/5 reminders that the import duty had to be paid before releasing the goods, every reminder I received from the courier was sent to Chloe who continued to make apologies BUT NOTHING HAPPENED. The courier returned the parcel to me.!!
WHO IN THEIR RIGHT MIND WOULD USE THIS COMPANY, THEY ARE A DISGRACE TO ONLINE SHOPPING.
January 23, 2025
Unprompted review
Reply from Luxandclassy
Dear Anthony,
We truly regret to hear about the difficulties you experienced with your return process. We completely understand your frustration, especially with the courier holding the parcel due to unpaid import duties.
Unfortunately, in international return cases, customs charges and import duties are the responsibility of the sender. As a small business, we are unable to absorb these additional costs or provide free returns to international warehouses, which is why we always recommend reviewing our return policy before shipping items back.
That being said, we never want our customers to feel unsupported, and our team is always available to help guide you through the correct return steps to avoid such outcomes. Please reach out directly with your order details, and we will do our best to review your case again and explore any possible resolution for you.
Kind regards,
Lux & Classy Team
Not even worth the 1 star
Not even worth the 1 star. This online company needs to be taken offline. I agree with all other reviews. I ordered a pair of reported QUALITY LEATHER shoes,,, their late delivery of package resulted in Sh_t plastic and material shoes and which didn't fit (too small even though the size was 1+ my original order size)...
THIS COMPANY IS NOT DUTCH - dutch people would not put up with this CRAP...
The web page indicates online their product is quality leather. B_shite
This is a total scam outfit and needs to be highlighted everywhere and their IP address webpage should be taken off the WWW.. INCLUDing Chloe the AI... what a sad outcome for this industry...
I will think twice before buying on line again... :(
January 31, 2025
Unprompted review
Reply from Luxandclassy
Dear Customer,
Thank you for taking the time to share your feedback. We are deeply sorry to hear about your disappointment with your recent order and the frustration this has caused you. Receiving an item that does not match your expectations, especially when advertised as genuine leather, is understandably upsetting, and we regret that this was your experience.
We would like to reassure you that your concerns matter to us. To help us investigate further, could you kindly provide photos of the product and the material tags to our customer support team? If the wrong item was dispatched, it remains our responsibility under our return policy to either arrange for the correct item to be reshipped or to provide a suitable resolution.
Please reach out to our support team with your order details so we can prioritise this matter and assist you further.
Kind regards,
Lux & Classy Team
Wow this company is a scam
Wow this company is a scam
I bought a coat for £69 the coat arrived was not what was described cheap and nasty had back and forward emails to Chloe who seems to be a robot say the same thing over again will not refund me there a complete scammer
February 3, 2025
Unprompted review
Reply from Luxandclassy
Dear Emma,
Thank you for sharing your experience with us. We sincerely regret that you feel this way, as our intention is never to leave our customers dissatisfied. We do understand how frustrating it can be when an item does not meet your expectations.
However, as per our correspondence, you had kindly accepted a partial refund resolution, which has already been processed from our end. In light of this, we would greatly appreciate it if you could kindly update your review to reflect the outcome.
Your feedback is important to us, and we remain available should you need any further assistance.
Kind regards,
Lux & Classy Team
Do your research first!
I really wish I'd checked out this company on trust pilot before buying. I am having the exact same issues. I want to return an item and they keep replying with other options e.g. pay shipping fee again and get a different product, 20% partial refund and keep the item. I am soooo frustrated. I just wish I had done my research first. They aren't luxury items at all.
Edited August 2025 - I think it says enough that you have responded to my review which was first posted in Feb. It is simply not good enough that you would respond months later and make it sound like you actually cared about me as the customer and what I wanted. Your customer care team is a shambles and at no point listened to me when I asked to return the item so please don't patronise me as the person who had to deal with this experience.
February 1, 2025
Unprompted review
Reply from Luxandclassy
Dear S Rotimi,
Thank you for sharing your experience with us. We are genuinely sorry to hear about your frustration, and we completely understand how upsetting this situation must feel.
As part of our policy, please note that return shipping costs for international orders are the customer’s responsibility. The partial refund and exchange alternatives we offered were intended to make the process easier and quicker, rather than adding to your concerns.
That said, if you still wish to proceed with a standard return, kindly contact our support team and they will guide you with the proper return instructions. We remain committed to assisting you and ensuring that your concern is handled with care.
Kind regards,
Lux & Classy Team
Avoid they are scammers
Avoid, you will have to go through a massive headache to try and get a refund but I'm yet to see one so I have contact my payment provider. Also their products are made in China and is very low quality and deceiving from the pictures.
February 1, 2025
Unprompted review
Reply from Luxandclassy
Dear Suraj,
We are truly saddened to read your words and to know you feel this way about your experience. We can only imagine how disappointing it must have been for you, and we’re very sorry that you feel let down.
Please allow us to clarify that we operate with multiple branches worldwide, and our products are dispatched depending on stock availability. We never intend to mislead any of our customers, and it is disheartening to see your trust shaken.
If you are still awaiting assistance, kindly reach out once more to our support team with your order details so that we may review your case carefully. We are here to ensure that no customer is left without proper resolution.
Kind regards,
Lux & Classy Team
Avoid this company
Avoid this company. My experience is the same as everyone else's. Their returns policy states 30 days, no questions asked but this is a lie. Endless emails with Chloe and so far only offer is to order a replacement product and ignores requests for refund. Avoid this company.
February 1, 2025
Unprompted review
Reply from Luxandclassy
Dear Antonia,
We are deeply sorry to read your review and to hear that your experience has mirrored the frustrations expressed by others. It is never our intention for a customer to feel misled or ignored, and we regret that our communication has not met your expectations.
Our return policy is designed to provide flexibility, but unfortunately, in some cases, limitations such as international shipping costs and processing times can create complications that we truly wish we could avoid. We understand how discouraging it must feel when all you wanted was a straightforward refund, and instead, the process felt drawn out and unclear.
Please rest assured that we are here to assist you further. If you can kindly share your order details again with our support team, we will make sure your case is prioritized for review so that a fair resolution can be reached.
Kind regards,
Lux & Classy Team
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