Our Frequently Asked Questions
We are in contact with all of our suppliers and shipping companies and all are taking the correct measures to keep their staff and systems clear of the new coronavirus. All shipping companies are working and all routes Worldwide are open. If this changes we will update you. Some deliveries will take a little longer as the pressure on the system increases so please allow some extra time for your orders to arrive in these difficult times.
Where are your products made.
All of our items are supplied from UK suppliers who manufacture in Italy and Turkey
Why are your products so affordable?
We work closely with our suppliers and manufacturers to make sure we have full visibility of the whole production process. We don't have the overheads of a physical store so can pass on the savings to you. We match the best quality for the best value and offer these products for sale on our online store. Our Italian products are sourced from Italy and our Ozzell range is handmade in Turkey for us and all stocked in the UK.
Where are you based?
Lusso is an online retail store but our registered office is
20-22 Wenlock Road
Company number: 11236002
VAT Registration number : 312058052
How long does it take for my order to arrive?
We ship from London using a Royal Mail, DHL, UPS and USPS and shipping depends on the service but we aim to get your order to you in 5 to 20 days as shipping is currently slowed down due to the Covid19 pandemic.
Do you charge taxes?
We can only charge VAT on orders in the UK as we are a UK based country so taxes in other countries cannot be collected.
Do I have to pay for a return?
Due to our free shipping policy we cannot offer free returns and ask that you send items back the cheapest way possible to our US or UK returns centres.
Are you a legit company?
We are a private limited company in the UK and are fully registered with Companies House. We are VAT registered and post annual accounts.
Why don’t you offer customer service by phone?
As a small boutique business we can only provide customer service by email and our ticketing system to allow us to keep record of every order and question. Using a phone service would mean we would have to increase our costs and pass that on to our customers.
Do you offer wholesale?
We are always willing to work with parters to sell out products at wholesale rates depending in numbers purchases. Please email us at email@example.com and ask.
Do you offer expedited shipping?
We can offer faster shipping but at an increased price so please contact us before ordering to discuss and we can get preferential rates from DHL or Fedex to make sure your order arrives quicker than normal.
Do you offer discounts?
We aways offer discounts to first time buyers an also to our email newsletter list on a regular basis. We always have deals on certain items so please join our mailing list to receive these offers.
Will my orders ship in one package?
Where possible we will ship all items in an order together but if for some reason an item is delayed then we will ship separately but please be assured they will arrive.
Customs charges and duty?
Each country has their own regulations of import duties and taxes. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive to your country. To avoid complications, you can simply check on your country’s import duties. Usually, none are imposed on our products. Items shipped to the USA are import duty free up to $800. Australia has an import duty free threshold of $1000 but fees may vary in all other countries. If in doubt then please contact us. Many of these fees will be offset by the lack of sales tax and shipping cost saved.
For all orders over £100 we provide free tracking and for orders under $100 we provide 2 choices of shipping. Both reliable but with the paid tracked option you have the security of knowing your item is tracked from the warehouse direct to your door.
If you have any other questions, please contact us on Hello@lusso-london.co.uk and we will do our best to help you out.