Pure Luxuries London Reviews

Name: Pure Luxuries London
Rating: 4.86

4.9 Rating 5,616 Reviews

100 %

of reviewers recommend Pure Luxuries London

4.9

Based on 5,616 reviews


Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	98%
Accurate And Undamaged Orders	98%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.9 out of 5
Returns & Refunds
Returns Process	Easy

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Pure Luxuries London 5 star review on 16th March 2020

Anonymous

Anonymous // 01/01/2019

Filter: Rated 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“After owning the bag for approx 2 weeks the clasp came off”

Helpful Report

Good morning Mr Bennett, Thank you for your review. We are very sorry to hear that you have experienced a fault with your bag. Our products are designed for quality and durability, and as such we will replace any item which is faulty (all of our products come with a 6 month warranty to cover faults). Your order will have come with a returns form - please use this and the prepaid postage label to return the bag to us at no cost to yourself and we will arrange a replacement or refund as you prefer. Warm regards Pure Luxuries Customer Care

“These socks are uncomfortable and do not feel like top quality cotton”

Helpful Report

Good morning Mr Page, thank you for your review and feedback. I'm sorry to hear that - the cotton used in the socks you ordered is sourced from ethical manufacturers, and blended with nylon for added strength and fit. If there's anything we can do to help, just drop our customer care team an email and they'll be happy to advise. Kind regards, Ben, Pure Luxuries Ltd.

“Product is / seems fine, but the delivery person left the package on top of the mailbox - without contacting me. That is not good, as anyone could have taken the package .. !”

Helpful Report

Good afternoon Mr Mills, Thank you for your review and feedback, I'm glad to hear that you're pleased with your product. I'm really sorry to hear about your experience with Royal Mail, and will ensure that this is raised internally with Royal Mail. Please do email me if there's anything I can do, as I'll be happy to help. Kind regards, Ben, Pure Luxuries customer care

“Your delivery was efficient but the item was so poor that I send it back. It promise to be made out of leather but it wasn't.”

Helpful Report

Good morning Ms Langdon, Thank you for your feedback, I'm really sorry to hear that. I've checked with Smith & Canova for you, and they've advised that the purse you ordered is made from soft grain leather. We have issued a full refund for you as requested, and these funds will be returned to the account / card you used to order. Please drop me an email if there's anything I can do to help. Kind regards, Ben, Pure Luxuries customer care

“I bought a black nappa leather purse to replace one I bought in Spain many years ago. The advert said there was only one left at £20 (reduced from £65) So I bought it just seconds later I went back to check the size of it. They were still available at £20 instead of £65. I had hoped that I was dealing with an honest company, but this doesn't seem very honest and I probably wouldn't buy from them again.”

Helpful Report

Good afternoon Mrs Ratcliff, Thank you for your review and feedback. We do regularly restock products, so it sounds like one of our team was updating the stock just as you finished your order (which would result in the purse showing as 'in stock' after you finished your order). I can assure you that we are an honest company, and customer satisfaction is of the utmost importance to us. I hope you like your purse, and if there's anything I can do please email me on info@pureluxuries.com as I'll be happy to help. Kind regards, Ben, Pure Luxuries customer care team

“It was more than 24 hours before dispatch, I was told dispatch would be one day but it then didnt happen for a further 24 hours. The quality of the bags were poor - I bought them in the sale and will pass them on to someone else, if I had paid full price I would have been sending them back for a refund.”

Helpful Report

Good morning Miss Hollingworth, Thank you for your review and feedback. As your order was placed on a bank holiday weekend, it was dispatched on the next working day (Tuesday) as stated on our delivery pages since our offices are unfortunately closed on bank holidays. I'm very sorry to hear that the bags weren't as you expected - if you'd like to return them to us at no cost to yourself using the free pre-paid returns label included with the order, we'll be happy to have a full refund issued for you. Please let me know if there's anything else I can do, I'll be happy to help. Kind regards, Pure Luxuries customer care team

“I'd love to recommend you but I don't even have a tracking number for my purchase. When and how will it arrive? I know that I'm on another continent, but the days of cargo being at sea for months on a clipper ship are long past...”

Helpful Report

Good morning Ms Ahlberg, Thank you for your feedback, I'm really sorry to hear that you haven't received your order yet. If you could please email info@pureluxuries.com with your order number, we'll be happy to help. Many thanks and look forward to hearing from you. Warm regards, Pure Luxuries Ltd.

“Paid for one day delivery on the 31st of december at 16h50PM. Received it on january the 5th Not satisfied, to say the least.”

Helpful Report

Good morning, Thank you for your review and feedback, I'm very sorry to hear that you're not happy with the service we provided. Unfortunately our offices were closed on new year's day, and as such your order was only received on Friday 2nd. Your order was dispatched on that Friday on a next working day service as requested, and Interlink's tracking shows that it was delivered on the next working day (Monday 5th) as expected. If there's anything we can do you can email us at info@pureluxuries.com where our customer care team will be happy to help. Kind regards, Pure Luxuries Ltd.

“Although the wallet is good quality the smell of it is so strong and pungent, everybody has commented on it, and it's embarrassing, I can't take it anywhere, also the photo section is black mesh so you can barely see the photo inside”

Helpful Report

Good morning, Thank you for your review and feedback, I'm sorry to hear that. Being a natural product, leather can often have a distinctive smell at first - this will fade with use, so the more the wallet is used the quicker this should disappear. With regards to the I.D section, we do try to make our text descriptions and photos as clear as possible so that all the item's features are visible. I hope this helps, but if there is anything else we can do please email us at info@pureluxuries.com where our customer care team will be happy to help. Warm regards, Pure Luxuries Ltd

“if I hadn't bought the bag for a birthday present and not had time to purchase something else I would have returned it. The leather is of poor quality and I was disapointed to find that the buckle and stitching were decorative only and that the flap was, in fact, held closed with a magnet. I feel the bag is nowhere near worth the £56 I paid for it. The service was, however, prompt but I definitely could not recommend the bag as I feel it to be poor value for money.”

Helpful Report

Good morning, Thank you for your review and feedback, I'm very sorry to hear that you're not pleased with your bag. If the recipient doesn't like it, you can return it to us at no cost to yourself using the free pre-paid returns label and we'll be more than happy to refund or replace as you prefer. If there is anything I can do please ask as I'll be happy to help. Warm regards, Pure Luxuries customer care

“Thought I was buying qaulity she I bought this ladies purse very disappointed the leather on the back section where the zipped section for your loose change is the leather is very flimsey I would have thought that the leather would have been thicker”

Helpful Report

Good morning, Thank you for your review and feedback, I'm very sorry to hear that you're not pleased with your purse. If you'd like to return the purse to us at no cost to yourself using the pre-paid free returns label, we'll be more than happy to replace or refund as you prefer. Warm regards, Pure Luxuries customer care

“I have given poor because of the 3 items ordered I asked for one to be gift wrapped and the wrong item was wrapped. As such I could not give the present as I wanted and the money was wasted on wrapping.”

Helpful Report

Good afternoon Mr Beste, Thank you for your email, I'm very sorry to hear that. If you could kindly email our customer care team on info@pureluxuries.com with your order number they'll be happy to help. Warm regards, Pure Luxuries Ltd.

“I orderd a wallet with a gift box, the gift box was twice the size of the box for the wallet, so it didnt look as smart as i had hoped and the gift box was ripped on one corner so the lid slips down on oneside! It looks very scruffy and for the price i paid and the set up of the website i would of expected better.”

Helpful Report

Good morning, Thank you for your feedback, I'm very sorry to hear about your gift box. If you'd like to email our customer care team on info@pureluxuries.com with your order number and a picture of the box they'll be happy to advise if we can help. Warm regards, Pure Luxuries London Ltd.

“Service was very good, but product - a Fossil wallet - is superb and excellent in principle but has one very, very, very major problem. It is almost impossible to get cards into the card slots, and even worse getting them out. A real battle every time. Bit embarrassing when in a store etc. and the fight starts !! Cannot believe Fossil did not test the slots before going into production. They need to be a lot, lot, lot 'looser' . Anthony House 43 St Stephens Road, W13 8HJ anthony.house@btinternet.com”

Helpful Report

Good morning Mr House, Thank you for your review and feedback! I'm sorry to hear about your wallet - being a natural product leather will adapt and stretch over time, so with some use the wallet should be more accommodating. On the other hand, if you'd prefer to exchange it for a different design with larger card slots, you can email our customer care team at info@pureluxuries.com who'll be more than happy to help. Warm regards, Pure Luxuries London Ltd

“Product was advertised "In Stock" on website. Ordered product and paid straight awya. Received email the next day saying this was a mistake and product no longer available. However, received a full refund within 48 hours and staff seemed very professional.”

Helpful Report

“Next day delivery means next day not five days later. My bag has some faulty stitching so more like seconds not pure luxury.”

Helpful Report

Pure Luxuries London is rated 4.9 based on 5,616 reviews