Ordering
Simply browse our products, add items to your basket, then proceed to checkout. You can checkout as a guest or create an account for faster checkout in the future. Follow the steps to enter your delivery address and payment details, then confirm your order.
If you need to change or cancel your order, please contact us immediately at hello@bestluxeuk.co.uk or call 07401 137236. We process orders quickly, so changes may not be possible once an order has been dispatched. If your order has already shipped, you'll need to return the items using our standard returns process.
Yes, you'll receive an email confirmation immediately after placing your order. This will include your order number, items ordered, and estimated delivery date. If you don't receive this, please check your spam folder or contact us.
If an item in your order is out of stock, we'll contact you as soon as possible to offer alternatives or a full refund for that item. The rest of your order will be dispatched as normal. You can also sign up for stock notifications on product pages.
Delivery
We offer FREE standard delivery on all orders over £50 to UK mainland addresses. For orders under £50, standard delivery is £4.95. Express delivery (1-2 days) is £7.95, and next-day delivery is £9.95. See our Delivery Information page for full details.
Standard delivery takes 3-5 working days. Express delivery takes 1-2 working days. Next-day delivery is available for orders placed before 2pm Monday-Friday. Orders are dispatched the same day if placed before 2pm on working days.
Once your order is dispatched, you'll receive a dispatch confirmation email with your tracking number and a link to track your parcel. You can also log into your account to view order status and tracking information.
Yes, we deliver to all UK addresses including Northern Ireland, Scottish Highlands, and Islands. Delivery to these areas may take an additional 1-2 working days, and a small surcharge may apply. See our Delivery Information page for details.
Our couriers will leave a card with instructions for redelivery or collection. You can often redirect to a neighbour, safe place, or local collection point using the courier's website. If you leave delivery instructions at checkout, we'll pass these to the courier.
Returns & Refunds
We offer a 30-day money-back guarantee on all items. If you're not completely satisfied, you can return unused items in their original packaging for a full refund. See our Returns & Refunds page for full details.
Email us at hello@bestluxeuk.co.uk with your order number and reason for return. We'll send you a Returns Authorisation Number (RAN). Pack the item securely and send it to our returns address with the RAN included. We recommend using a tracked postal service.
For change-of-mind returns, you're responsible for return postage costs. If the item is faulty or we sent the wrong item, we'll provide a prepaid returns label or arrange collection.
Once we receive your return, we'll inspect it within 2 working days. Approved refunds are processed within 5-7 working days to your original payment method. Your bank may take additional time to show the credit.
We don't offer direct exchanges. Please return the original item for a refund, then place a new order for the size or colour you need. This ensures you get your new item as quickly as possible.
Payment
We accept Visa, Mastercard, American Express, Apple Pay, and Google Pay. All payments are processed securely using SSL encryption. We never store your full card details.
Absolutely. We use industry-standard SSL encryption to protect your payment information. Our payment processors are PCI-DSS compliant, meeting the highest security standards in the payment industry.
Your card is charged immediately when you place your order. This confirms your purchase and reserves your items.
We don't currently offer payment plans or finance options. All orders must be paid in full at checkout.
Yes, all prices displayed on our website include VAT at the current UK rate (20%). VAT is shown separately on your order confirmation and invoice.
Products
Each product page includes detailed information about size, weight, and suitability. If you're unsure, please contact us with details about your pet and we'll be happy to advise. For treats and food, always check ingredients if your pet has allergies.
We provide detailed size guides on product pages for items like beds, clothing, and harnesses. Measure your pet following our guidelines before ordering. If you're between sizes, we generally recommend sizing up for comfort.
We stock a range of hypoallergenic and limited-ingredient treats. Full ingredient lists are available on each product page. If your dog has specific allergies, please check carefully or contact us for advice.
No, we don't sell prescription items. We only stock non-prescription pet supplies. For prescription food or medication, please consult your veterinarian.
Account
No, you can checkout as a guest. However, creating an account allows you to save addresses, view order history, track deliveries, and enjoy faster checkout.
Click "Create Account" in the header or during checkout. Enter your email address, create a password, and fill in your details. You'll receive a confirmation email to verify your account.
Click "Forgot Password" on the login page and enter your email address. We'll send you a link to reset your password. If you don't receive the email, check your spam folder or contact us.
You can unsubscribe from marketing emails by clicking the unsubscribe link at the bottom of any email. You can also update your preferences in your account settings. Note that we may still send important order-related emails.
Still Have Questions?
Our customer service team is here to help Monday to Friday, 9am to 5pm.
Contact Us