SHIPPING, TARIFFS

UK Orders

All UK orders are shipped free with our compliments via Royal Mail.

Free InPost Locker Delivery Want to collect your order from a local InPost parcel locker? We're happy to arrange this for you completely free of charge.

How to order:

1. Find your preferred locker location using the InPost Locker Finder.
2. At checkout, select "InPost Locker Delivery" as your shipping option.
3. Drop us a quick message via our [Contact Page] or reply directly to your order confirmation email with the exact name and address of the locker you wish to use.

Please note: We must receive your locker choice within 2 hours of placing your order to ensure correct routing.

International Orders

Lost or Missing Parcels

If your order has not arrived within the expected timeframe, please contact us as soon as possible at jules@luxtenebrae.com.

Royal Mail does not classify a parcel as lost until 10 working days after the expected delivery date (15 working days for international orders). We are therefore unable to take action on a missing order until this period has elapsed, as parcels can occasionally be delayed or held at a local depot awaiting collection.

Once the waiting period has passed and Royal Mail provides a definitive confirmation that the parcel is lost, we will:

• Open a compensation claim with Royal Mail on your behalf
• Begin production of a replacement item, which will be made as quickly as possible once we have a definitive answer from Royal Mail

Please note: We will not dispatch a replacement or issue a credit note until the waiting period has elapsed and the original parcel is confirmed as undeliverable. This protects both parties in the event the original order arrives during this time.

We will keep you updated throughout the process. Lux Tenebrae's liability in the event of a lost parcel is limited to replacement of the item or, at our discretion, a credit note to the value of the original order.