1. How do I place an order?
In order to place the order, you can add the items in your basket and then proceed to check out, however, there maybe some products with zero price ( £0 ), Purchasing these items are NOT POSSIBLE ONLINE, and if you wish to order them, please kindly contact our sales department (Sales@Luxfam.com) for more information. Moreover, if you need any assist you can contact our sales team either with call or email.
2. Where can I buy LuxFam products?
LuxFam luxury Furniture and Accessories is available through fine retailers of exclusive furniture and currently have agency in the UK, Iran and UAE. Please let us know your location by sending us an email to Sales@luxfam.com and we will be glad to provide you information about a retailer near you. If we don’t have a retailer in a desirable location, our sales manager can guide you through the decision making process via telephone or email.
3. What are the benefits of working with LuxFam?
With LuxFam you can make sure that you will bring a special character to each ambience. Our brand provides constant novelties, bringing solutions to any project. We have emotional and exclusive pieces, handmade with a variety of techniques that can bring an exclusive touch to modern decoration. LuxFam is willing to change its textures, colors and dimensions in order to please even the most demanding project.
4. When will my order ship? When will it arrive?
Your order will be shipped once the production is complete and you have made the full payment. The delivery time depends on the shipping options you choose and on your location.
5. What shipping options do you offer?
If you wish you can schedule the transport from our factory to the desired location. If you prefer we can help you thru the process and find the best available transport option for you. In this case we will be happy to assist you and clarify any question during the transport period. Please make sure that the shipping address is correct, as we're unable to redirect orders once they are on their way to you. Although, if you choose to select the transportation company by yourself we don’t take any responsibility for anything related with this matter.
6. Do you ship overseas?
LuxFam sells its pieces all over the world and we provide help with the transportation. We work closely with our shipping partners to minimize the potential impact of custom delays on our overseas customers.
7. What is the status of my order? How do I track my order?
When you can always check the status of your order by mailing us and we also provide details about updates if necessary.
DESIGN & PRODUCTION
8. Where are your headquarters based? And the production?
They are both located in Rickmansworth, London, UK one of the best Location in London. LuxFam’s pieces are handmade in China with highest quality and excellent finishing.
9. When does the production start?
Once you place your order we will send you a Pro-forma invoice stating all the details regarding your order and how to proceed. Once you made the initial payment we will start the production.
10. What is the lead-time of production?
Production time is between 3 to 4 weeks.
Delivery time is not included.
Exceptionally for the USA, the lead times are between 16 to 18 weeks for Limited Edition and Private Collection.
11. Can the pieces be altered? Dimensions, materials and colors?
We customize some of our products in sizes, materials and colors. If you need a particular customization please contact us and our designers will be thrilled to assist your need.
They love a challenge!
12. What’s the lead-time for customized pieces?
For pieces with custom specifications or orders of large quantities we reserve the right to agree with the customer on a time of delivery. The Lead Time for this custom orders can vary between 12 and 24 weeks.
13. How do I know if my order has been received?
After you made your order you will receive a confirmation by email with further details on how to proceed.
14. Can I change or amend my order once it has been placed?
In case of your order is a custom piece once we start production it cannot be altered. For standard pieces it depends on a case-by-case basis. You should contact us and expose all the details on your request and it will be evaluated.
15. What are my payment options?
You can pay by making a bank transfer & pay online. This is the most common procedure. In exceptional cases, it might be possible to use a letter of credit, however it may take longer and involves additional costs and also PayPal is another option for payment.
16. Can I choose the currency I’m paying in?
You can only pay in GBP Euros and US dollars. In case you wish to pay in US dollars we kindly ask you to tell us in advanced.
17. How are your payment conditions?
Pro-forma orders will require a 50% deposit with the order and the balance prior to shipping from China.
Customized pro-forma orders will require 70% deposit.
All pieces are the property of LuxFam until payment in full is received.
We reserve the right to defer the dispatch date until the balance of the order is received.
18. Do you offer discounts for professionals?
LuxFam offers exceptional discounts for professionals and showrooms. For more specific information please contact our sales team to Sales@luxfam.com.
19. All the prices are ex-VAT?
All our prices are included with the VAT.
SHIPPING & DELIVERY INFORMATION
20. Is my package insured and do I need to sign for my order?
If you choose to take LuxFam’s help in transportation, we guarantee insurance by the transport company. However, if you choose to schedule it yourself, we strongly advise you to get insurance. We do not require you to sign the order, but if you prefer you can sign it.
21. How do I know that my order has been shipped?
One week before shipping your order we will contact you for you to finish the payment. As soon as the pieces are shipped we will inform you with all the contact details of the transportation company.
22. What is the difference between “order date” and “ship date”?
Order date means the day that you have made your order. Ship date concerns to the day that your order has been shipped.
23. Can I change my shipping address after my order has been dispatched?
Once the order has been dispatched it is no longer our responsibility. You will be give all the contact details of the transportation company so; in case you would like to change your shipping address you can contact them.
24. Will I receive all the items in my order at the same time?
Usually we ship all pieces of the same order together. However, if you prefer we can ship them as soon as they are produced.
25. What happens if I am not in when the parcel arrives?
After your order has been dispatched we will contact you with all the details you need. We will also kindly ask you for a contact of a second person. If you aren’t in when the parcel arrives this person will be contacted.
26. What is your return/exchange policy?
We have 14 days return policy on selected items, No returns will be accepted without written consent from LuxFam. Unauthorized returns will be refused at the customers expense. For authorized return we will provide all the information needed. Please contact us for more information.
AFTER SALES SERVICE
27. How do you proceed if the pieces arrive damaged to the final destination?
All our pieces leave our factory in perfect condition and perfectly packed. We are not responsible for loss or damage in transit. If a visible or concealed damage occurs in transit, please notify immediately the delivering carrier with a file notification of claim intention. Please note: Failure to report concealed damage within fifteen days of receipt will result in the denial of your claim. Any damage should also be communicated to LuxFam during the first 48 hours after receiving the order; photographic evidence of the damages should be sent by email to firstname.lastname@example.org.
28. Do you offer a repairs service?
If the product is correctly used it and for some reason it gets damage, we will take responsibility and repair it.
29. How can I clean my product?
Each product has a clean and care guide. You can ask our team in order to find the best suitable option for cleaning your items.
30. How long is the products warranty?
We offer up to 3 years’ warranty as long as the products is correctly used and maintained in the most suitable conditions depending on the items.
31. Do you keep stock?
LuxFam doesn’t keep an extensive stock of its pieces. Generally, our pieces are produced upon request, however, we might have some of the products available in stock so you will need to wait for the production time. However, on a case-by-case basis we might be able to fulfill your order immediately.
32. What are the benefits of being an agent?
LuxFam has pieces that will give a trendy touch to your portfolio improving it with a varied range of products. LuxFam is constantly launching novelties increasing your capacity to fulfill your client’s needs. It is also possible to customize our pieces in order to be suitable for your clients. We offer competitive lead times, exceptional discounts with good profit margins. If you need anything we are glad to assist you in short period of time.
33. Can you tell me when new products or special promotions are announced?
Yes, of course. By subscribing our newsletter, you will receive all of our novelties and special promotions. You can subscribe it on our website.
34. Is my personal information kept private?
LuxFam guarantees to keep private all the information provided to us.
36. Can you take me off your mailing list?
Yes, of course. All you have to do is reply to our email asking to unsubscribe.
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