Pure Luxuries London Reviews

Name: Pure Luxuries London
Address: Alston House 611, White Cross Business Park, LANCASTER, Lancashire
Rating: 4.86

4.9 Rating 6,249 Reviews

100 %

of reviewers recommend Pure Luxuries London

4.9

Based on 6,249 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	4.8 out of 5
Returns & Refunds
Refunds Process	Very Easy
Returns Process	Easy

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Pure Luxuries London 5 star review on 24th December 2024

Anonymous

Anonymous // 01/01/2019

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

“The one star is for finding my perfect wallet. Unfortunately, it did not arrive. On querying this it appeared to have been addressed to a similar, but incorrect location and I was advised that my "... postcode doesn't quite match the rest of the address? It would be worth checking at both locations and your local delivery office to see if it's being held there." Also, "as the road does not match the postcode Royal Mail aren't able to look into this for us. It would be worth checking with 62 ********* Road to see if they have received the order." I have now been advised that they are "unable to refund or replace in this instance". The use of an online customer address finder, as used on most retailer websites together with the retailer's return address on the parcel to be used in the event of non-delivery, would presumably have avoided these issues. What was my first order with Pure Luxuries will regrettably be my last.”

Helpful Report

Good afternoon, Thank you for your review and feedback, I'm sorry to hear that. As your order was placed with a postcode which did not match the first line of the address, it should hopefully be returned to us by Royal Mail as we do include our returns address on the outside of all orders. If it arrives back with us, we'll let you know as a matter of priority. Kind regards, Pure Luxuries

“I bought this purse for my husband as birthday gift. And quality is very bad,the zip felt off from first use. And i paid 50£, that a joke!!!!!!”

Helpful Report

Good morning Mrs Krakyte, Thank you for your email, I'm really sorry to hear that. If you could please post the wallet back to us, we'll have a refund issued for you. Kind regards, Ben, Pure Luxuries customer care

“Not happy with the presentation, my son opened the passport cover and it was back to front, I have still to check is the initials which should have been on the top right hand first page or on the back as it was opened the initials did not show I have not seen my son yet about this but will this weekend, if the initials are on the back page I will be returning the item for a refund Quality not as expected I now wish I had gone with Aspinal their passport covers look much better, yours is flimsy not impressed and I would not recommend your company to anyone else Eileen emslie”

Helpful Report

Good morning Ms Emslie, Thank you for your email, I'm very sorry to hear about your wallet. I've asked our customer care team to contact you and advise what we can do to help resolve this for you. Warm regards, Pure Luxuries customer care

“Unfortunately the fasteners attached to the bag straps are completely ineffective. So much so that they pop open all the time. Very disappointing as otherwise the quality is fantastic.”

Helpful Report

Good morning Mr Middleton, Thank you for your review and feedback, I'm very sorry to hear about your briefcase and would like to offer our sincere apologies. If you could please send the case back to us at no cost to yourself using the free pre-paid returns label, we'll 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. Warm regards, Pure Luxuries customer care team

“16 days since I ordered goods when I was told I would have my item within 14 days!!”

Helpful Report

Good morning Miss Payne, Thank you for your review and feedback. I'm very sorry to hear that - we advise that all our orders sent to UK addresses should arrive within 1 - 3 working days. I've asked our customer care team to contact you so they can help resolve this for you. Warm regards, Pure Luxuries Ltd.

“Ordered some gloves whch was on offer at zero price but was told not and stock and nothing was offered in place of the two pairs of gloves!!”

Helpful Report

Good morning, thank you for your review and feedback. I'm very sorry that the gloves were out of stock - we do make every effort to keep our stock levels up-to-date, but unfortunately it seems that our automated stock program somehow missed these, resulting in them erroneously being shown as in stock at the time of your order. If there's anything we can do, please email us at info@pureluxuries.com where we'll be happy to help. Kind regards, Pure Luxuries Ltd.

“I placed an order with this company showing item in stock later on I received an email saying we dont have this item in stock.. Not happy at all will never order from your website again..”

Helpful Report

Good morning, Thank you for your review and feedback. Please let me offer our sincere apologies again for this rare error on our part - we do make every effort to keep our stock levels up-to-date and accurate, but unfortunately in this instance it seems our automated stock program missed the item you ordered. I have alerted our tech support team to this, who have corrected this. Please let me apologise again, and please feel free to email us if there's anything I can do. Kind regards, Pure Luxuries customer care

“Quality product and speedy delivery, what else do you need!”

Helpful Report

“Despite numerous e mails sayimg my order had been packed and despatched on the 22nd January and would take no more than 4 working days, it is now the 1st February and i am still waiting. I had made the purchase as a present for a friends birthday on the 31st January which has now come and gone and therefore had to go out and buy something else. Not happy as i had used another company for a similar type of product, ordered at the same time and it arrived in 2 working days. Am not impressed at all. If the product was despatched then fire the courier - its not good enough”

Helpful Report

Good morning Mr Scott, Thank you for your review, I'm very sorry to hear that your order hasn't arrived. As your order was placed with our free delivery option it was sent by Royal Mail first class - while this usually arrives the next day, it isn't a guaranteed next day service and occasionally may take a couple of days longer. We would certainly have expected your order to have arrived by now, so if you could kindly contact our customer care team on info@pureluxuries.com they'll be happy to advise. Many thanks and look forward to hearing from you. Warm regards, Pure Luxuries Ltd

“Absolutely amazing love it it was a gift for my husband he loves it and im happy very happy”

Helpful Report

“Extremely disappointed- thought this would be a reliable service which was concerned about it's clients but after multiple emails to them stating I have never received my package there was no action taken, I live in a small town and called mail offices multiple times to see if it had been delivered there but it hadn't”

Helpful Report

Good afternoon, Thank you for your review and feedback, I'm very sorry to hear that you're not happy with the service you received. Unfortunately since your order was placed with a postcode that didn't match the rest of the delivery address, Royal Mail aren't able to complete their investigation in this instance. If there is anything we can do you can email our customer care team on info@pureluxuries.com, where they'll be happy to help. Warm regards, Pure Luxuries Ltd

“I would like to register a complaint about this store. I bought a belt and gloves through their website. The website wasnt clear about the measure of the belt. I couldnt know if the size informed was the total size of the belt, or the maximum size that it would fit. Knowing that my waist is about 97 cm, I bought the size XL ( up to "105cm" ). When it got home, I notice that the belt was too large for me and then I explained my confusion and asked them If I could exchange. They told me that they had measured on an other size of belt (up to 95cm) and they got to the conclusion that the size informed was the maximum size that the belt would fit. In their own word: "105cm should be the maximum size the XL belt can fit - I've just measured the M/L (95cm) belt, and 95cm measures from the base of the buckle to the furthest pre-punched hole". After reading that I applied exactly the same measuring on the belt that I got and the result was 110cm and not 105cm. I questioned them about it and sent them a picture with the measuring. Asking them to analize, I also told them that the tag on the belt was right (XL). The answer that I got was that if I got the wrong size of the belt I could return the belt. I was hopping that as they sent me a wrong size they would exchange the item, but when the item got back there, they changed the story and told that CK usually does belts larger then what is tagged and they wouldnt exchange my item. They refunded me the belt and the return costs, but refused to send me another belt. I am upset because on the email they told me one thing after I send the picture and then they changed their mind after I sent the product back to them giving me no choice to stay with the larger belt. Now If I want the belt I will have to pay for another shipping fee.”

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 provided, and would like to offer our sincere apologies. I've taken a look into this for you, and would like to apologise for any confusion regarding the sizing. We have issued a full refund for the belt and postage costs, but sadly we wouldn't be able to offer free international delivery on a replacement belt on this occasion. If there is anything else I can do please email us where we'll be happy to help. Warm regards, Pure Luxuries customer care

“I ordered a wallet for my fiancé's birthday. Upon arrival, the box was very battered and the wallet had a knick in the leather. I sent an email to Pure Luxuries, which included a picture, and asked for the matter to be resolved somehow, and nearly 2 weeks later, I've still not received a response and my fiancé's birthday has come and gone. There's absolutely no way I'd place an order through this company again, and feel that I've totally wasted my money.”

Helpful Report

Good morning, Thank for you for your review and feedback. First, please let me offer my sincere apologies for this disappointing incident, and I'm very sorry that our customer care team didn't reply to you - I've spoken to them, and unfortunately they didn't receive your email. I've asked them to contact you directly, as we'll be more than happy to help resolve this rare issue to your satisfaction as a matter of priority. If there is anything else I can do please ask as I'll be happy to help. Warm regards, Pure Luxuries Ltd.

“I must say i am bitterly disappointed with the bellroy note sleeve tan leather wallet. I have had the item for 3 months now but it looks like i have had it for over 4years. I liked the idea of slimmer wallets but the wallet only looks good for a few months and for the price tag one would expect that it would not start to fade and get black marks within the first three months of use. I bought the wallet because it looked and good in addition because it was slim. But i was and i am disappointed and would recommend not to buy based upon how it looks online. its misleading.”

Helpful Report

Good morning Allan, Thank you for your review and feedback, I'm very sorry to hear that you're disappointed with your Bellroy wallet. Bellroy's designs are usually made to a very high standard of quality, including naturally veg-tanned leather that will age and change with use (more than other leathers). This is part of the appeal of owning a Bellroy wallet - seeing it change and age through use. If you'd like to email our customer care team at info@pureluxuries.com with your order number and a photo of the wallet, they'll be happy to advise. Regards, Pure Luxuries Ltd.

“The bag was of poor quality and missing the shoulder strap, I felt it looked much better on the photo. Normally I would've returned such an item, but shortly after receiving the bag, sadly my father was taken ill and passed awa”

Helpful Report

“Overpriced poor quality leather I would not recommend .”

Helpful Report

Good afternoon, Thank you for your review and feedback, I'm very sorry to hear that you're not pleased with your order. We do include a free pre-paid returns label in with every order, so if you'd like to return your order to us at no cost to yourself we'll be more than happy to issue a full refund for you. If there's anything we can do please email us at info@pureluxuries.com where our friendly customer care team will be happy to help. Warm regards, Pure Luxuries London Ltd.

Pure Luxuries London is rated 4.9 based on 6,249 reviews