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
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
See what reviewers are saying
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
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Scam
Scam, do not purchase. I wanted a refund, after loads of back & forth with ‘Chloe’ they offered me 50% which I reluctantly accepted but never received it. All comms stopped! I hate that I fell for this, it was a quick purchase before I went on my hols so grabbed a cheap pair of sandals! Really poor quality too! Don’t waste your time or money!
Update**
I have just read your reply and that is a total lie. It was well within the 30 days and you said that my refund was being processed. When it didn’t come back into my account I got in touch with you, you said that you would follow it up. When I still didn’t receive it, I mailed a further 2 times to be ignored. I also said that I would be forced to leave a review if the refund never came through. You should be ashamed of yourselves keeping people’s money for shoddy goods! Despicable behaviour!!! I would still like to be refunded but I’m guessing that is never and was never going to happen!
August 16, 2025
Unprompted review
Reply from Luxandclassy
Dear Lee,
Thank you for sharing your feedback. We sincerely apologize for the frustration and disappointment this situation has caused. Upon reviewing your case, we regret to inform you that your refund request could not be processed by our finance department, as it exceeded the 30-day return window outlined in our policy.
We understand this is not the outcome you were hoping for, and we genuinely empathize with your situation. Our team is always here to provide guidance on returns and ensure clarity regarding our policies to avoid any confusion in the future.
Kind regards,
Lux & Classy Support Team
Good quality merchandise
Good quality merchandise, reasonably priced, quick to respond when you contact them.
November 3, 2025
Unprompted review
Reply from Luxandclassy
Dear Customer,
Thank you for your kind feedback! We’re delighted to hear that you are happy with the quality of your purchase and our responsiveness. Your satisfaction is very important to us, and we look forward to serving you again in the future.
Kind regards,
Lux & Classy Support Team
Refund Refued
The goods arrived late and were of very poor quality. When I requested a refund the company sent endless emails asking me to accept 15% of the product price. When I refused they increased the percentage, which again I refused. This company robs your money and asks you to accept poor standard goods - do NOT buy from them!
September 12, 2025
Unprompted review
Reply from Luxandclassy
Dear Looel,
Thank you for taking the time to share your feedback, and we’re truly sorry to hear about your disappointing experience. We completely understand your frustration regarding the refund process and the quality concerns you mentioned.
Please note that offering partial refunds is a standard procedure in our return process, as many of our customers find this to be a hassle-free and efficient solution to resolve issues without needing to ship items back. However, we sincerely apologize if this approach did not meet your expectations.
We kindly ask you to get in touch with our Customer Support Team at info@luxandclassy.com, and they will ensure your return is fully processed for a complete refund in line with our policy.
Your satisfaction is important to us, and we truly appreciate your patience and understanding while we work to make this right.
Kind regards,
Lux & Classy Support Team
AWFUL!
AWFUL!! Brought some shoes from them, they were too small. They wouldn't accept a return and wouldn't refund me, despite their website stating 'You can return a product for any reason within 30-days guaranteed. No questions asked.'
STAY CLEAR!!
September 16, 2025
Unprompted review
Reply from Luxandclassy
Dear Ryan,
Thank you for sharing your feedback. We’re very sorry to hear about the difficulties you’ve experienced with your order, and we completely understand your frustration.
Please be assured that our 30-day return policy allows returns for any reason. If a return was not accepted in your case, it may have been due to a missed step or missing information required for processing, rather than a refusal. We sincerely apologize if this caused any confusion or inconvenience.
We kindly encourage you to get back in touch with our Customer Support Team at info@luxandclassy.com, and they will work with you directly to ensure your return is completed and your refund is processed promptly.
Kind regards,
Lux & Classy Support Team
Poor customer service below quality from advertisment
Cashmere trousers not to standard
I asked for a refund
They required photos and have offered another pair that i have to pay £28 towards costs!!
And keep the original
They cost £69 and the fit is not great - no labels or tags no wash instructions
I am still in discussion with them
Caroline hubbard
Forward to sunday night 2 nov
Their AI chat makes them sound helpful… BUT
They stipulate full refunds but ‘ fob’ you off
Wirh providing a different solution!!!
Another shitty product perhaps???
£69 and their website says full
Refund in 30
Days….
But cannot see this happening after reading very accurate complaints from other people
November 2, 2025
Unprompted review
Reply from Luxandclassy
Dear Caroline,
Thank you for sharing your feedback, and we sincerely apologize for the disappointment you’ve experienced with your recent order. We completely understand how frustrating it can be when an item does not meet expectations.
Please note that as part of our standard return process, our team offers a range of alternatives — such as exchanges, replacements, or partial refunds — to help make resolutions faster and more convenient for our customers. Rest assured, our support team is already in contact with you, and we are committed to ensuring this matter is resolved fairly and to your satisfaction.
Kind regards,
Lux & Classy Support Team
Awful site. What you order is not what you get.
Ordered what seemed to be a really nice pair of shoes.
What arrived was completely different. Hideous and poor quality.
Should have been all black soft comfort shoes. Upper was black canvas, platform sole was white.
They say returns. But battled with emails and eventually received 30% refund.
June 1, 2025
Unprompted review
Reply from Luxandclassy
Dear Adele,
Thank you for your feedback. After reviewing your case, we can confirm that your issue has already been fully resolved and a 50% refund was successfully processed to your original payment method — not 30% as mentioned.
We truly value your understanding throughout this process and hope this clarification helps reflect the resolution accurately. We kindly ask you to consider updating your review to reflect your final experience, as it greatly helps small businesses like ours.
Kind regards,
Lux & Classy Support Team
Avoid Luxandclassy! They are a scam!
If I could give a minus zero review I would!
Luxandclassy have asked for proof to be emailed that I requested refund within 30 days. I have sent this twice and they are still asking for it again??? I don’t know if their AI robot called Chloe is stuck on repeat 🤣 but it is getting boring now. I am not wasting any more time on them and I have given the cheap trainers, that are no good to me at all, to a charity shop and accepted that this company is a scam. I advise you all to avoid this company as they are crooks.
October 27, 2025
Unprompted review
Reply from Luxandclassy
ChatGPT said:
Dear S Lemon,
Thank you for sharing your experience. We sincerely apologize for the confusion and frustration caused. It appears that the multiple email chains may have contributed to the repeated requests for proof, and we completely understand how this could feel frustrating.
Please be assured that our intention is always to resolve refund requests promptly and fairly. We truly regret any inconvenience caused by the miscommunication and would like to work with you directly to ensure your case is properly addressed.
We encourage you to contact our Customer Support Team at info@luxandclassy.com
so we can personally review your situation and complete your refund without further delay.
Kind regards,
Lux & Classy Support Team
What I liked most about the v-neck…
What I liked most about the v-neck longsleeve was how silky it felt on skin. The neckline sits comfortably without dipping too low. It shipped quickly and works just as well with jeans as it does with skirts.
October 17, 2025
Unprompted review
Reply from Luxandclassy
Dear Adelynn,
Thank you for sharing your wonderful feedback. We’re delighted to hear that you’re enjoying the comfort and feel of your v-neck longsleeve. It’s great to know that the fit and fabric met your expectations and that it pairs perfectly with different outfits.
We truly appreciate your kind words and hope it continues to be one of your wardrobe favourites.
Kind regards,
Lux & Classy Support Team
Rather poor quality being upsold as middlemen
I have ordered some pyjamas off them, although the website mentions a quick delivery nothing happened for a week before I got a code from a warehouse in china about dispatch, although it’s a Dutch company. Once it’s arrived it looks like the photo but poor quality overall, and has torn on first use in the night. I know I’m not eligible for a refund based on their policy so will have to repair the item myself, but you may as well use the known providers for the same item and cut out additional cost to you. It felt quite deceptive overall and I wouldn’t recommend this company, due to poor product quality.
October 16, 2025
Unprompted review
Reply from Luxandclassy
Dear Martyn,
Thank you for taking the time to share your feedback. We’re truly sorry to hear about your experience with the pyjamas and the disappointment caused by the quality and delivery time. This is certainly not the impression we wish to leave our customers with.
While our fulfillment partners operate internationally to ensure product availability, your comments have been noted and will be shared with our quality assurance team for review. Please don’t hesitate to contact our support team with your order details — we’d be happy to look into this further and see what we can do to make things right.
Kind regards,
Lux & Classy Support Team
Lux&classy can not be trusted.
Following on from my previous review, after “reaching out” against my better judgement to Lux &Classy, as requested by them for a second time, you guessed it, just the same old waffle as before. Lots of words and promises but nothing concrete and then silence. They just continued to ignore my emails. Be advised everyone - avoid Lux & Classy like the plague, if you want to hold on to your money.
August 15, 2025
Unprompted review
Reply from Luxandclassy
Dear Judy,
Thank you for sharing your feedback, and we sincerely apologize for the inconvenience and frustration caused. We understand how disappointing it must be to feel unheard after reaching out to us.
Please rest assured that our support team has reviewed your concern in detail, and if your emails were returned, it may have been due to a temporary technical issue. We kindly ask you to resend your message directly to info@luxandclassy.com
, and our team will make sure to prioritise your case and assist you promptly.
Your satisfaction is very important to us, and we are committed to resolving this matter as quickly as possible.
Kind regards,
Lux & Classy Support Team
SCAM!!
SCAM!!! They never deliver your order, they never refund you!!!! Do not trust!!!
July 31, 2025
Unprompted review
Reply from Luxandclassy
Dear Neia,
We are very sorry to hear about your experience and completely understand your frustration. Please accept our sincere apologies for the inconvenience caused by the delay and the lack of clarity regarding your order.
Our team has been in touch with several customers whose parcels were affected by courier delays, and we are working closely with the courier service to resolve these issues as quickly as possible. We kindly ask that you contact our customer support team once more with your order details so we can review your case personally and ensure you receive a proper resolution — whether through delivery or refund, as appropriate.
We truly regret the trouble this has caused and appreciate you bringing it to our attention.
Kind regards,
Lux & Classy Support Team
STILL HAVEN'T RECEIVED MY REFUND FROM…
STILL HAVEN'T RECEIVED MY REFUND FROM JULY, TOTAL SCAMMERS DO NOT BUY FROM THIS FAKE COMPANY. REPORTED TO TRADING STANDARDS.
July 15, 2025
Unprompted review
Reply from Luxandclassy
Dear Helen,
We sincerely apologize for the inconvenience and frustration this situation has caused. After reviewing your concern, we can confirm that some refunds from earlier orders have been delayed due to courier-related verification issues. Please rest assured that our team is actively working to resolve your case and ensure your refund is processed as soon as possible.
We completely understand your disappointment and truly regret the delay. Kindly reach out to our customer support team once more with your order details so we can prioritize your case and provide a clear update on your refund status.
Kind regards,
Lux & Classy Support Team
I really regret buying from this…
Update: their website says returns no questions asked and they will provide a shipping label but I had to endure loads of emails before they agreed a refund at 50% and if I wanted to return the shoes I would have to pay for shipping myself!
I really regret buying from this website and not checking the reviews first. I think it is a scam after seeing the terrible quality and experiencing the endless AI generated emails that others are also reporting. They are refusing to give me a refund and want to replace the shoes instead. I have said multiple times that I don't want a replacement and I only want a refund but they keep trying to give me a replacement. They aren't listening...probably because it's AI and they are criminals.
The website should be taken down
October 6, 2025
Unprompted review
Reply from Luxandclassy
Dear Victoria,
We sincerely apologize for the inconvenience and frustration you’ve experienced. We’ve reviewed your case and can confirm that our support team has been actively communicating with you to find a suitable resolution. In situations where customers receive items they are unhappy with, we often offer replacements or partial refunds as part of our standard return process — many of our customers find this to be a quicker and more cost-effective solution.
However, we completely understand your preference for a refund, and our team remains available to assist you further and ensure your case is handled appropriately. Please contact us once more at support@luxandclassy.com
so we can review the details again and work toward a satisfactory resolution.
Kind regards,
Lux & Classy Support Team
Item was large instead of small
Item was large instead of small . It looked like it had been worn . Spent a lot of time emailing back & forth to be offered discounts and keep the item which was no use at all . Eventually they offered me 40% discount or return item to Asia at my own expense . Still waiting for 40% refund and now getting no replies to emails . Absolute disgraceful con merchants .
August 27, 2025
Unprompted review
Reply from Luxandclassy
Dear Jackie,
We are very sorry to hear about your disappointing experience. After checking our records, we can confirm that our support team has been in communication with you and a partial refund of 40% was offered in accordance with our return and refund policy, which many customers find to be a practical alternative to international returns.
We truly apologize if there has been any delay in processing your refund or if our recent communication has not met your expectations. Please reach out to us once more at support@luxandclassy.com
so we can personally review your case and ensure this is resolved as quickly as possible.
Kind regards,
Lux & Classy Support Team
This company deserves to be struck…
This company deserves to be struck off, I agree with the majority of other bad reviews.
They lie, cheat and take weeks before sending items then when it arrives it does not fit the description of ordered items.
After weeks of long streams of emails that they are no longer responding to I feel compelled to warn others not to order from these crooks.
They said they would give me a refund but 4 months later and I have still not received it.
They also expect you to pay for returned items at £50 postage. They are a travesty.
Despite their response to Trust Pilot, I contacted them 3 times and they did not even have the courtesy to contact me.
I took the package to the post office and was quoted £50 for the return details "lux & classy " gave me. So I then agreed to the 50% refund and it has still not arrived.
This was when the ongoing saga began.
I wholeheartedly stand by my review.
June 15, 2025
Unprompted review
Reply from Luxandclassy
Dear Murlin,
We are very sorry to hear about your disappointing experience and the difficulties you’ve faced with your order and refund. This is certainly not the experience we want for our customers, and we sincerely apologize for the inconvenience caused.
After reviewing your concern, we would like to clarify that our team never requests customers to pay £50 for return shipping. Our return costs are always communicated transparently and vary depending on the product and location, but they are never of that amount. We understand how frustrating it can be when expectations aren’t met, and we take your feedback very seriously.
Please reach out once more to our customer support team with your order details so they can review your case and ensure your refund is processed as soon as possible.
We appreciate you bringing this matter to our attention and will do our utmost to make things right.
Kind regards,
Lux & Classy Support Team
Scammers
Still waiting on a refund almost o weeks later.do not buy froom here cheap quality tat at high prices.
August 1, 2025
Unprompted review
Reply from Luxandclassy
Dear Josie,
We are truly sorry to hear about your continued wait for a refund and the disappointment with your order. This is certainly not the experience we want our customers to have, and we sincerely apologize for the frustration caused.
Please rest assured that our team is actively reviewing refund cases like yours to ensure they are resolved as quickly as possible. We kindly ask that you contact our customer support team once more with your order details so they can verify the status of your refund and provide an update promptly.
Your feedback is very important to us, and we regret that this experience did not reflect the standard we strive to maintain.
Kind regards,
Lux & Classy Support Tea
The women’s Hooded Short Puffer Jacket…
The women’s Hooded Short Puffer Jacket is not what the image shows the buttons are different colour to shown on the image and I’ve emailed and had no response very poor customer service and the return options aren’t even described properly. DO NOT ORDER FROM HERE especially if your not certain and think you need to send your item back because you won’t be able to
October 3, 2025
Unprompted review
Reply from Luxandclassy
Dear Holly,
We’re very sorry to hear about your experience and the inconvenience you’ve faced with your recent order. After reviewing your case, we can confirm that our support team has been in contact with you to assist with your return. We kindly ask you to continue cooperating with them so we can help resolve this matter as smoothly as possible.
We truly regret any confusion caused by the product details and appreciate your patience as we work to make things right.
Kind regards,
Lux & Classy Support Team
I recovered my Ralph jumper and it’s…
I recovered my Ralph jumper and it’s nothing like the picture so disappointed I won’t be ordering from this site ever again and after reading the reviews I won’t even bother to try return it
Total crap
October 2, 2025
Unprompted review
Reply from Luxandclassy
Dear Janis,
We’re truly sorry to hear that your recent purchase did not meet your expectations and that you were disappointed with how the item appeared. This is certainly not the experience we want for our customers.
Please note that our return policy allows customers to request a return within 30 days of delivery. If you’d like to initiate one, our support team will be happy to guide you through the process and ensure that your concern is properly addressed.
We genuinely regret the inconvenience caused and appreciate you bringing this matter to our attention.
Kind regards,
Lux & Classy Support Team
Honestly don’t ever ever buy from this…
Honestly don’t ever ever buy from this brand. I purchased 2 pairs of shoes that I requested a refund on as they didn’t fit (also reading other reviews it seems the quality is poor) - as stated on the website you can have this within 30 days. This was on 31/07/25 and I am still waiting for this but now being ignored by ‘customer service’.
I was at first offered exchanges or partial refunds of 0,15,20% etc. and after weeks and weeks of arguing my rights I was told on 05/09/25 i’d receive a full refund in my account. Still haven’t had this, and have emailed 3 times between that date and now and had no acknowledgement. Obviously told me that to try and keep me quiet. I have never known a brand to be so poor and treat their customers so so awfully.
Wish I’d read the reviews beforehand so I would have known to avoid losing out on quite a bit of money!!
September 30, 2025
Unprompted review
Reply from Luxandclassy
Dear Charlotte,
We’re truly sorry to hear about the experience you’ve had and the frustration it has caused. This is certainly not the level of service we aim to provide, and we sincerely apologize for the delay and lack of communication regarding your refund.
After reviewing your case, we can confirm that our team has already been in contact with you regarding your refund request. Please kindly respond to the latest communication from our support team so that we can ensure this matter is fully resolved for you as soon as possible.
We understand how disappointing this situation has been, and we’re taking your feedback seriously to improve our communication and refund processing timelines moving forward.
Kind regards,
Lux & Classy Support Team
Scammers
I received my order from them, and honestly I would be to embarrassed to give them to charity shop, very poor quality
I asked for a refund and was offered a discount of 50%, that was weeks a go and I am still waiting for a refund despite me emailing them multiple times. Please do not buy from this company, they are nothing more than con artists and theives with your money. It is my opinion that their website should be taken down.
July 28, 2025
Unprompted review
Reply from Luxandclassy
Dear Antony,
We are very sorry to hear about your experience and the disappointment caused by your recent order. We completely understand how frustrating it must be to wait for a refund after multiple follow-ups, and we sincerely apologize for any inconvenience this has caused.
Please note that our team has already reached out to you regarding your refund request. We kindly ask that you respond to their most recent message so they can review your case and ensure it is processed as quickly as possible.
We take your feedback seriously and will continue working to improve both our product quality checks and communication process to prevent such experiences in the future.
Kind regards,
Lux & Classy Support Team
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.