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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avoid at all costs.poor quality goods…
avoid at all costs.poor quality goods and dont want to refund you.scammers 100%
May 10, 2025
Unprompted review
Reply from Luxandclassy
Dear Joseph,
Thank you for sharing your experience with us, and we are sincerely sorry to learn that your recent order did not meet your expectations.
Please allow us to clarify that our refund process is governed by a 30-day return policy, which starts from the date the item is delivered. In this instance, your request was submitted after the return period had expired, and unfortunately, we were unable to issue a refund in line with our policy.
We completely understand how disappointing this can be and regret that we could not provide a more favourable resolution. Your feedback has been passed on to our product and quality assurance teams, as we remain committed to enhancing both the quality of our products and the overall customer experience.
Kind regards,
Chloë | Lux & Classy Support Team
DONT BUY FROM THIS COMPANY!!
ANYONE LOOKING TO GET A FULL REFUND COMPLAIN STRAIGHT TO SHOPIFY THEY WILL ISSUE YOU A FULL REFUND!!!
DONT BUY FROM THIS COMPANY!!! I ordered a dress for a wedding, picture on the website looked great quality, when it arrived it was thinner than a piece of paper and looked like a dog stitched it up. Upon trying to refund it, I ended up having a email chain of 15 emails back and forth to ‘Chloè’ who has to be some AI generated bollox, where they kept giving alternatives instead of just offering a full refund - as stated in their return policy. They went from a replacement item with £14.99 charge, to 10% refund, 20%, 30%. I reported the issue directly to Shopify and within 12 hours I had my full refund being processed. And the ironic part is that the ‘Chloè’ bot had emailed me AFTER this refund had been issued, where she tried to offer 40% refund, so it must 100% be a automatic email system. Anyway I’m getting rid of the dress cause it doesn’t deserve to see the light of day it’s an absolute joke, more laughable than shein.
I didn buy an alternate dress from ASOS, same price and it was great quality! So the wedding went ok!
May 9, 2025
Unprompted review
Reply from Luxandclassy
Dear Jordan,
Thank you for sharing your feedback, and we are truly sorry to hear about your disappointment with both the quality of the dress you received and the experience during the resolution process.
We understand how frustrating it must have been to receive an item that did not match your expectations for such an important occasion. While our policy allows customers to request a return within 30 days of delivery, our team often proposes alternative solutions — such as partial refunds or replacements — to provide a faster and more convenient resolution, especially when customers prefer not to go through the full return process.
We acknowledge that in your case, this approach did not meet your expectations, and we regret any frustration caused by the back-and-forth communication. We also wish to clarify that all messages from our support team are handled and reviewed by real team members, not automated systems.
Your comments have been shared with our quality control and customer service teams to help improve both our products and the way we handle similar situations in the future.
Kind regards,
Chloë | Lux & Classy Support Team
No way to get a refund
The quality of the product purchased was not to my liking, so in line with the law i asked for a refund. Seven emails later i am still haggling with "Chloe", who keeps asking me to accept a small prercentage refund and to keep the item. I can only assume Chloe is a chatbot as she ignores my request for a refund each time and offers me something i dont want instead. I dont want the item, just a refund. The returns contact number provided is an answer machine, so there is no way of talking to anyone at the company . I susepect Lux &Classy are trying to push this over 30 days so my rights to a refund are then null. My recommendation to anyone reading this is to not purchase anything from Lux & Classy as they cannot be trusted to respect your rights as a customer.
April 30, 2025
Unprompted review
Reply from Luxandclassy
Dear Tom,
Thank you for taking the time to share your feedback. We are truly sorry to hear about your experience and the frustration this has caused you.
We would like to clarify that our team does provide refunds within our 30-day return window, which is clearly outlined in our policy. Before proceeding with a return, we also offer alternative resolutions such as partial refunds, as many of our customers find this to be a quicker and more convenient option compared to shipping items back internationally. Our intention is never to deny a refund, but rather to minimize unnecessary costs, delays, and environmental impact where possible.
We completely understand how disappointing it feels when expectations are not met, and we regret if our communication left you feeling unheard. Please rest assured that we do not aim to stall or avoid responsibility, but sometimes the process can feel longer when different solutions are being explored.
Your comments have been noted carefully, and we will use your feedback to refine both our service and clarity around returns.
Kind regards,
Lux & Classy Team
This company is shocking
This company is shocking. Do not deal with them.
They offer free returns and a full refund on their website if the product isn't suitable.
My order was the wrong size.. this is their email response:
A) Receive a 50% refund on your purchase and keep the item.
B) Opt for a 60% gift card based on the value of your purchase, which you can use towards any future purchases, while retaining the item.
C) Return the item to our warehouse in Asia at your own expense, for a full refund.
In the end after days of emails I had to contact my bank and raise a dispute as they refused to provide a full refund and provide a free return label.
Do not buy from this company
May 1, 2025
Unprompted review
Reply from Luxandclassy
Dear Customer,
We are genuinely sorry to read about your experience and the frustration you have faced. Please accept our sincere apologies for the inconvenience caused.
To clarify, our store does provide a 30-day return window for refunds, and returns are processed through our nearest available warehouse. In certain cases, when the product does not meet expectations, our team offers alternative resolutions—such as partial refunds or gift cards—so that customers do not need to go through the expense and delay of returning items overseas. These options are meant to provide quicker solutions, though we regret if they caused confusion or left you feeling dissatisfied.
We fully understand your disappointment, especially regarding the difference between the expectation of a free return label and the reality of return shipping to our Asia-based facility. This is an area we are actively reviewing to make the process clearer and more customer-friendly.
We never want our customers to feel that they are not supported, and we truly regret that your experience led you to raise a dispute with your bank. If your case remains unresolved, we would be more than willing to review it again to ensure a fair resolution.
Please feel free to reach out to us directly, and we will be happy to assist you further.
Kind regards,
Lux & Classy Team
Minus 10 stars
If I could give this company negative stars I would.. They were two weeks late with the delivery then when it arrived, it was a COMPLETELY different suit.
I ordered a green tweed suit, £119. They delivered a polystyrene horrible suit that must have cost £3 to make. They have now cut all communication because they are ripping people off.
NEVER BUY ANYTHING FROM THESE HORRIBLE PEOPLE, THEY ARE STEALING PEOPLES MONEY, WHY ARE THESE THIEVES ALLOWED TO CONTINUE BUSINESS???
May 2, 2025
Unprompted review
Reply from Luxandclassy
Dear Dempsey,
We are very sorry to hear about your experience and we sincerely apologize for the disappointment caused by both the delay in delivery and the issues with your order. This is certainly not the level of service or quality we aim to provide.
To clarify, our products are shipped from multiple warehouses across the world depending on stock availability. At times, unforeseen challenges in transit can cause delays, and we regret that this affected your order. In addition, receiving an item different from what you ordered is completely unacceptable, and we apologize deeply for this mistake.
We would never want our customers to feel ignored, and we take your concerns seriously. Please rest assured that we do not cut off communication—we are committed to resolving any order-related issues fairly and in line with our policies.
We would like to review your order personally so we can provide you with a proper resolution, whether that be a replacement or a refund as per our return policy. If you could kindly reach out to us directly with your order details, our team will prioritize your case.
Your feedback is invaluable to us as we continue improving both our service and product quality.
Kind regards,
Lux & Classy Team
SCAMMERS Advertised as a Ralph polo zipper,AVOID!
AVOID, SCAMMERS!Advertised as a Ralph polo zipper, paid 38 pound's,what I received was a cheap non branded fleece that you could buy for a tenner, in no way did it match the picture or description.then they have attempted to scam me for another 15 euros to exchange!, avoid this seller at all costs.
May 2, 2025
Unprompted review
Reply from Luxandclassy
Dear Alan,
We are very sorry to hear about your recent experience and we sincerely apologize for the disappointment caused. We completely understand your frustration, especially when the item you received did not meet your expectations or match the advertised description. This is certainly not the shopping experience we want any of our customers to go through.
To clarify, our store does not sell branded or designer items such as Ralph Lauren products, and we regret if the product listing may have caused any confusion. Our aim is to provide high-quality alternatives, and it is very concerning to hear that your order did not reflect that. We also understand your frustration with the exchange fee, which is in place to cover international logistics, though we appreciate that this may not have been clear enough at the time of purchase.
We would like to review your order details personally so we can provide you with a fair resolution in line with our 30-day return and refund policy. Please reach out to us directly, and our team will prioritize your case to ensure this is handled appropriately.
Your feedback is extremely important to us, and we will share it with our quality control and product listing teams to prevent such issues from happening again.
Kind regards,
Lux & Classy Team
SCAM WEBSITE SELLING POOR QUALITY FOR HIGHER PRICE WITH FALSE REFUND POLICY
I ordered a black converse that took over 3 weeks to arrive.
When they did so they were too small. The quality was extremely poor as well.
I have asked a return address 5 times now because I want a refund. This ''Chloe'' continued to send me same answer asking the reason why I want a refund, after numerous Email, she is asking me to take a picture of the item and sent it before refund could be initiated. Honestly, I feel this is a scam website selling poor quality for a higher price and that is why they have no genuine plan for a return and refund. Their website states you can return and get refund within 30 days. These guys are liars and are just cunning people out of their money. I have sent the pictures as requested and still waiting. Is there anyone out there who can legally report these guys, this is day light robbery and abuse of consumer rights.
I would NOT recommend this company at all. PLEASE DO NOT PURCHASE ANYTHING FROM THIS WEBSITE!! IT IS A SCAM!!!
April 28, 2025
Unprompted review
Reply from Luxandclassy
Dear UK Purchase,
We are truly sorry to read about your experience and we sincerely apologize for the frustration and inconvenience you have faced with your recent order. We completely understand how disappointing it must have been to receive an item that did not meet your expectations and then to feel unsupported in your return request.
To clarify, our store operates with a 30-day return and refund policy, and in order to process a refund, we do require photos of the product. This step is in place to help our quality control team verify product concerns and improve standards. We regret if this process felt repetitive or unclear during your communication with our support team, and we appreciate the time you took to provide the requested images.
Delays in resolution can sometimes occur due to the need to coordinate across our multiple international warehouses. We understand that this can be frustrating, and we are committed to improving the efficiency of our service. Please be assured that your request will be honored within the policy terms and that our team is here to support you through the process until it is fully resolved.
Your feedback is very important to us, and it has been shared internally to ensure that communication is clearer and that customers feel fully supported. We would be grateful if you could reach out directly once more so we can personally review the status of your case and expedite assistance.
Kind regards,
Lux & Classy Team
I ordered some sandals that took over 2…
I ordered some sandals that took over 2 weeks to arrive.
When they did so they were too small.
I have asked a return address 3 times now because I want a refund.
I would NOT recommend this company at all.
May 1, 2025
Unprompted review
Reply from Luxandclassy
Dear Dawn Dickinson,
We are very sorry to hear about your experience and we sincerely apologize for the inconvenience you faced with your recent order. We fully understand how frustrating it must have been for your sandals to arrive later than expected and then not fit correctly.
To clarify, our shipping times can sometimes vary depending on stock availability across our different international warehouses, which may occasionally result in longer delivery times. We truly regret that this caused disappointment in your case.
Regarding your refund request, our return and refund process requires that customers contact our support team so that we can provide the correct return instructions. We regret if this was not communicated clearly enough in your earlier interactions, and we will ensure that your concern is escalated for a swift resolution.
Please rest assured that your order does fall within our 30-day return policy, and our team is committed to assisting you with either a return or a suitable alternative that best addresses your needs.
We greatly value your feedback as it helps us improve our service, and we would appreciate the opportunity to look into your case directly and make things right for you.
Kind regards,
Lux & Classy Team
Conmen…
Unfortunately can't get lower than 1.Ordered a "wool" blend cardigan that cost £50. Took several emails back and forth to actually get it. What a cheap awful piece if rubbish finally turned up. Frayed button holes, cotton hanging from it everywhere, totally awful. They've gone from 25% discount no return to 30% discount no return. But I've had enough I've got Trading Standards involved now. Someone needs to stop these fraudsters.
April 29, 2025
Unprompted review
Reply from Luxandclassy
Dear Leslie Doust,
We are truly sorry to hear about your disappointing experience. The quality concerns you’ve raised are not the standard we strive for, and we sincerely apologize for the frustration caused during the resolution process.
To clarify, our return and refund process is based on warehouse availability across different regions, which sometimes leads to alternative offers being made first. However, we completely understand your position and regret that this was not resolved to your satisfaction.
Please be assured we take your feedback seriously and are here to provide further assistance should you wish to revisit the matter with our support team.
Kind regards,
Lux & Classy Team
Beyond Belief!
Ordered on April Fools Day, seems I'm the fool. Many reviews for the same "leather, ergonomic designed" clogs, they may as well be made of a piece of flat wood plank with material, as this sure as heck is not leather. I even ordered two pairs, now who's the plank! Had the same offers as everyone else from the infamous Chloe, now at 50% & keep the trashy shoes, to be fair destined for the recycling bin on Monday, didn't have the heart to tel AI Chloe!
Please DO NOT BUY from these based in China scammers, from now on I read reviews & it's surprising the amount of scamming eg; Bloomchic, Status Home Care. It's disgraceful, lost £70 & judging by reviews won't get my 50% refund, how can you be so heartless Chloe, oh yeah, you're AI.
Since your offer months ago of a partial refund, after lots of emails & my acceptance of at least some renumeration & no offer of a full refund you reach out now, months later. I have not received a penny of refund.
April 1, 2025
Unprompted review
Reply from Luxandclassy
Dear Mr. Clark,
We are very sorry to hear about your disappointing experience with your order and the frustration it has caused. Please allow us to clarify that Chloë is not an AI but a valued member of our customer support team who handles communications with care.
If you have not yet received your refund, we kindly ask you to reach out to us again so we can review your case and ensure it is resolved appropriately. Your feedback is important to us, and we truly regret the inconvenience caused.
Kind regards,
Lux & Classy Team
I haven’t received my 50% refund after…
I haven’t received my 50% refund after months now. They are scammers and liars. Please DO NOT TRUST THEM!!!! I bought a coat from them. It was nothing like the picture. I paid £70 and when asked for the refund, they gave me options of 20% refund, 30% refund. Eventually after million emails they agreed to give 50%. Still I haven’t received it!!!!
March 12, 2025
Unprompted review
Reply from Luxandclassy
Dear Samina,
We are sorry to hear about your dissatisfaction and the delay you’ve experienced. After reviewing your case, we must clarify that your request was raised after the 30-day return period. Unfortunately, in such instances, we are unable to process a refund or offer a replacement in line with our return policy.
We sincerely regret any inconvenience caused and appreciate your understanding.
Kind regards,
Lux & Classy Team
Scammers
Lux and Classy are the biggest scammers
I have been in a back and forth with them since December about getting a refund for an item with “Chloe” who feels like AI at this point.
Shipping takes longer than stated on the website and their “team” is unhelpful and unfair
December 6, 2024
Unprompted review
Reply from Luxandclassy
Dear Tara,
We sincerely regret to hear about your experience. Shipping times can occasionally be affected by factors in transit beyond our control, which may cause slight delays. In your case, while your order was delivered within 10–12 days, we understand this was a little later than expected and we apologize for any inconvenience caused.
Our support team is always here to assist, and we regret if the communication felt unhelpful. Please know we value your feedback and will continue improving both our processes and service.
Kind regards,
Lux & Classy Team
Never order from here
Never order from here. My mistake I didn’t check here before…took ages to receive the item. Now I am trying to send back the poor quality trench and coat they sent me(material is horrible, colors don’t match) but is so hard. On the website they say 30 days return no questions asked, but they try their best to make you keep them, they answered my emails after 24/30 hours, every day same. First the said exchange and I need to pay 15.99, after they said exchange we pay, after the said we give you 10% off and keep them for environment 😂😂😂😂 , after 20%,30%,40% and now the last email they gave me 3 options: 50% money back or 60% on their website or I can send them back to Asia and pay transport…. Lets see what will be next.
Big liars…. Waste of money and waste of time
Never ever buy from here
April 10, 2025
Unprompted review
Reply from Luxandclassy
Dear Margareta,
We are truly sorry for the inconvenience you faced. Our return policy allows returns within 30 days, and since we ship from multiple branches worldwide depending on product availability, the return process may sometimes involve additional steps. To ease this, our team provides alternatives such as partial refunds or store credit so customers are not burdened unnecessarily.
We understand your frustration and will work on improving the clarity of our communication to make the process smoother.
Kind regards,
Lux & Classy Team
Overpriced and very poor quality
Ordered a hoodie which took ages to arrive. On opening the parcel I was very disappointed. The hoodie was such poor quality and cheap looking, it is being returned straightaway.
How they can call themselves ‘lux and classy’ I don’t know, as they most certainly are not!
April 10, 2025
Unprompted review
Reply from Luxandclassy
Dear Christine,
We sincerely apologize that the hoodie did not meet your expectations. We always strive to provide quality products, and we regret that this was not your experience. Please know that our customer support team is always here to assist you in every case, including returns and refunds, to ensure your concerns are properly addressed.
Kind regards,
Lux & Classy Team
This company needs to be shut down
Ordered a pair of clogs £34.99 a month ago, what eventually arrived were nothing like advertised, in place of them were a cheap hard plastic fake pair of slippers from a sweat shop in china.
Weeks of emails and Mr ca ching aka "Chloe" is trying to tell me it's a lighting issue with the product photo. Soon dawned on me I'd been scammed. Only wish I'd seen the reviews on here before parting with my money. Will try speaking to my bank after hearing what others have said. Rip off Britain will be notified too.
March 27, 2025
Unprompted review
Reply from Luxandclassy
Dear Karen,
We are truly sorry to hear about your experience and understand how disappointing this must have been. Please allow us to clarify that all our products are shipped from our different branches depending on availability, and while delays or product discrepancies can sometimes occur in transit, we never intend to mislead our customers.
Our support representative, Chloë, is not automated but a real member of our customer service team who works hard to resolve such issues. If you feel your concern has not been handled properly, we would kindly ask you to reach out to us again so we can thoroughly review your case and provide the appropriate resolution.
Kind regards,
Lux & Classy Team
Stay away from this company!
I highly advise everyone to stay far away from Lux Company. I requested a refund for a pair of shoes I no longer wanted back in December and dealt with someone named Chloe, and after countless emails and promises that they would issue the refund, they completely stopped responding. They dragged me along for months and then decided to ignore me altogether. I lost out on the money I spent on the shoes and I’m not able to wear the shoes as they are not compatible with my foot condition. Extremely disappointing.
This company is dishonest and has zero respect for its customers. If you value your money and time, do yourself a favor — don’t buy from Lux Company. They’ll happily take your money but won’t take responsibility when things go wrong. Avoid at all costs
December 30, 2024
Unprompted review
Reply from Luxandclassy
Dear Naira,
We are truly sorry to read your review and deeply regret that your experience left you feeling this way. Please allow us to explain — as a growing international brand, we sometimes face unexpected challenges in communication and processing during peak periods, and unfortunately it seems your case was affected by these delays. We assure you it was never our intention to ignore or disregard your request, and we sincerely apologize if it came across that way.
Chloë, our customer support representative, genuinely works to resolve each case with fairness, but occasionally external factors such as refund processing times or verification requirements can cause frustration. We completely understand how upsetting this must have been, especially given your foot condition, and we never wished for you to feel misled.
If you could kindly reach out to us once more with your order details, we will immediately re-check the status of your refund and ensure that your case is handled as a top priority.
Kind regards,
Lux & Classy Team
This is such a rubbish company
This is such a rubbish company , I brought a coat and it was cheap product too small for my size , anyways as soon as it was delivered I emailed them asking for return and refund.. it has been 2 weeks and Iam being constantly sent emails to accept a new product not talking about refund.. initially this lady Chloe which I don’t believe is the real name , she asks me for exchange when I refused she offers me for keep original product and get a new coat and keep asking me for more shipping money , when I declined the offer she still doesn’t agree for refund
I am stuck with the cheap coat which is available on SHEIN for £10-15
I paid £99.9 for a cheap Chinese product
Please don’t buy anything from these fraudsters …
March 10, 2025
Unprompted review
Reply from Luxandclassy
Dear Dr. Hussain,
We are truly sorry to hear about your disappointment and frustration regarding your recent order. Your concerns are completely understandable, and we regret that your experience with us did not meet your expectations.
Please allow us to clarify — our customer support team, including Chloë, always tries to offer solutions that can save customers the hassle of international returns by suggesting exchanges or compensation options. However, we understand that in your case, this approach may have caused further frustration instead of resolving the issue. For that, we sincerely apologize.
We value all feedback, even when it is critical, as it helps us identify areas where we must improve. If you could kindly share your order details with us once again, we will carefully review your case and ensure that it is handled with the priority it deserves.
Kind regards,
Lux & Classy Team
Good enough
Ordered shoes from here. Quality is good, size is too fit for me. Overall great experience.
March 14, 2025
Reply from Luxandclassy
Dear Jemmy,
Thank you so much for sharing your experience with us. We’re delighted to hear that you found the quality of the shoes to your satisfaction and that overall you had a great experience shopping with us.
Your feedback regarding the sizing is very valuable, and we’ll make sure to take this into account as we continually work to improve our products and sizing guides.
We truly appreciate your support and look forward to serving you again in the future.
Kind regards,
Lux & Classy Team
Absolutely awful
****update, finally had refund**** Absolutely awful, daughter bought a coat in December that was delivered in good time but had two different arms (yes two different arms!!) Got in contact and they offered to exchange, although they wanted us to pay the shipping charge. I explained that we would not pay the £15 shipping charge as the item was faulty and they accepted to pay the shipping (obviouslybecausethey had no intention of sending a replacement). nearly 4 months on and still no replacement coat despite many emails stating it has been sent. Have requested a refund about 3 weeks ago, still to receive this. Avoid like the plague
March 22, 2025
Unprompted review
Reply from Luxandclassy
Dear Adam,
We’re truly sorry to hear about your experience and we completely understand how frustrating this must have been for you and your daughter. Situations like receiving a faulty item are very disappointing, and it was never our intention for you to feel misled or let down.
Although we arranged the shipping costs on our side, it seems there was a breakdown in communication and a delay that should not have happened. We sincerely regret the inconvenience this has caused and the time you’ve had to spend chasing this matter.
Please reach out to us once more with your order details so we can personally re-check your case and ensure a final resolution. Your feedback is very important to us, and we want to do everything possible to restore your trust.
Kind regards,
Lux & Classy Team
Absolutely disgusted no help whatsoever…
Absolutely disgusted no help whatsoever moneys been robbed didn’t even answer me at all been waiting for nearly a month for a parcel and it’s absolutely vile if I could put 0 stars I f**king would
February 27, 2025
Unprompted review
Reply from Luxandclassy
Dear Harry,
We’re truly sorry to read your feedback and completely understand the frustration of waiting so long for a parcel. It was never our intention for you to feel ignored or robbed of your money. Unfortunately, delays can sometimes happen during transit, and in this case, it seems things took far longer than they should have.
We deeply regret the lack of timely communication that left you feeling unsupported. That’s not the experience we want for any of our customers. Please reach out to us with your order details so we can urgently review your case and make sure you receive the assistance you deserve.
Kind regards,
Lux & Classy Team
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