Ordering from the USA or anywhere else outside the UK? Here are the FAQ's
Payment
Credit and Debit Cards
Pay online by credit or debit card using our secure ordering system,.
Or phone your order through to us if you prefer not to give your credit
card details online. 0117 9851488 or 0784 3388815
Paypal
Payment by Paypal is also an option - drop us an email detailing your order and stating your preference for Paypal and we will
pop you over a Paypal invoice.
UK Bank Transfer
To pay by UK Bank Transfer, choose the UK Bank Transfer Option for your
payment method, contact us for our bank details, we'll send them by return
email.
Cash
We can no longer accept payment by personal cheque.
Cash should be sent recorded or Special Delivery.
Lux Tenebrae, 5 Cleeve Park Road, Bristol, BS16 6DW, UK.
Problems with the Shopping Cart?
Don't let our online shopping cart get you down! If it's playing you up or
if you are frustrated with online ordering, then give us a ring and we can
take all the hassle out of placing an order by taking your details and payment over the phone.
Jules on 0117 9851488 or 0784 3388815
We are still a small business and you will usually go straight through
to Jules.
Shipping/Delivery in the UK
Orders over £50 delivery FREE of charge.
Orders under £50 delivery £3.50 per order. We
will email you as your order is dispatched.
Shipping/Delivery Worldwide
£6 for orders up to £50 value,
£12 for orders up to
£300,
£22 for orders above £300
If speed is of the essence, and our regular delivery
times are unsuitable then we have two Express
delivery services to assist;
Privacy and Confidentiality
Lux Tenebrae makes your privacy a priority. We only use the personal
information you give us to process your order, we do not follow up orders
with further mailings and we never give customers' details to anyone else.
Packaging is always discreet, in brown padded envelopes with Lux Tenebrae
return address. Items with customs declarations will be labeled as 'Clothing'
with the value marked on the outside.
We understand that contact with many customers needs to be handled in a sensitive manner. We are always discreet if we need to contact you and do not telephone customers unless absolutely necessary.
We don't keep a mailing list.
Canceling or Amending an Order
If you've accidentally placed an order or just changed your mind, don't
worry. You can cancel or amend any order via email or phone right up to
the point we start work on it, for bespoke small items such as thongs
this may be just a day or two, with larger items such as corsets this
could be a couple of weeks. Contact us as soon
as you can and we can discuss the available options. In the case of cancellation
before we have begun work on an order we will always give you a full refund,
including any P&P. In the case of amendments we can often incorporate
the amendment even if the piece has been cut.
Cancellation of bespoke fitting items, if we have already supplied the
first fitting or started work on your pattern, will incur a 30% restocking
fee, which covers labour, postage and materials already invested in your
order.
We can not accept cancellations of bespoke fitting items once we have
started work on the final leather item.
Returns, Refunds and Repairs
Your satisfaction is our aim, so if you have a problem with a Lux Tenebrae
bespoke item or order then do contact us. We will always do our utmost to help you now and in the years to come. However, we can't help you in cases of misuse or abuse of the product or normal wear and tear or damages such as abrasion, scratches, fading, scuffs, watermarks or indentations.
If we determine that a repair is not due to faulty goods or workmanship, we will send you an estimate for the cost of repairing your product. You can then contact us to authorise the repair or ask us to return the product without repairing it. No repairs will be made without your approval.
Email our Corset Repair Angel. They will determine what's needed to bring your corset back to life.
Since each item is made to specific customer requirements we can not
accept returns or give refunds for items other than faulty items, once
an item has been dispatched.
Please feel free to email at
any stage if you have any questions before ordering, or text your question
if that's easier 0784 3388815 and Jules will get back to you ASAP
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