Pure Luxuries London Reviews

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

4.9 Rating 6,125 Reviews

100 %

of reviewers recommend Pure Luxuries London

4.9

Based on 6,125 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 3 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I order a bag on the 31st December and although I understand it was Xmas holidays I still haven't received and email when my item will be dispatched?? Plus annoying as there isn't a contract number to call, just email. So far not impressed with delivery.......”

Helpful Report

Good morning Sarah, Thank you for your review. We are very sorry that you did not receive an email. We believe this may have been due to a technical fault with our system which has now been corrected. Someone from our team has emailed you regarding the status of your order which was despatched. If you have any more problems please email us and some one will be in touch as quickly as possible. Kind regards Pure Luxuries Customer Care

“Thank you I was satisfied with my purchase.”

Helpful Report

“"Pure Luxuries were very prompt" The bag I ordered looked different to the photo. The leather looked shiny and the bag slightly larger.”

Helpful Report

Hello, Thank you very much for you review and comments. We do understand that sometimes photographs don't quite capture the finish of the leather - we are in the process of adding additional videos to product pages to show the leather in as many different conditions as possible If you ever feel like a product you purchase isn't what you had in mind, we do offer a free returns policy through which you can receive a full refund or replacement :) Kind regards Pure Luxuries Customer Care

“I put a note with my order that I wNted the initials on the goods but it came without them”

Helpful Report

Good morning, thank you for your review and feedback. I've taken a look at your order for you, and unfortunately we can't personalise the wallet you ordered. Where we can personalise products, there will be a drop-down option on the product page. If you have any questions regarding whether we can personalise a particular product, please do email our customer support team on info@pureluxuries.com where they'll be happy to advise.

“Unfortunately I was sent the wrong item, I tried to make contact via email to rectify but didn't receive a reply and therefore had to return the item. I have to say though that the speed of delivery was excellent and also the swift refund onto my PayPal account was very efficient. Just a shame that the wrong item was sent.”

Helpful Report

Good morning Mrs Gaye, Thank you for your feedback; I'm really sorry to hear you have experienced issues with your order. I've just checked our email records and it appears we replied to your email on the 8th June; it may be worth checking that our reply hasn't been misrouted to your spam folder. We look forward to seeing you again and hopefully having another chance to provide you with an outstanding service. In the meantime, please do let me know if there's anything we can do to help. Kind regards, Pure Luxuries Customer Care

“Excellent delivery service. Sadly, the product didn't match up.half price leather handbag (£49.50) wasn't worth the money.poor quality. Uneven tones in leather...striped..on one section.i may have paid £20 for this bag.never the full price which was £99. Pity,but may try again to purchase another item to see if I was just unlucky.”

Helpful Report

Good morning, Thank you for your feedback. I'm very sorry to hear you are not satisfied with your purchase - if you'd like to send this back or arrange an exchange for a different item, please don't hesitate to contact our customer support team on info@pureluxuries.com, where we will be more than happy to assist! Kind regards, PL Customer Care

“Please Unsubscribe E-mail”

Helpful Report

“Poor quality leather bag which went straight back. Good service though and free return.”

Helpful Report

Good afternoon Mrs Smythe, Thank you for your review and feedback. I'm very sorry to hear that you were not completely satisfied with your order. However, I'm pleased to hear that you were happy with the service you received and if there is anything we can do to help in the future, please do let us know. Warm regards, Mark, Pure Luxuries Ltd

“They didn't. I had to return the bag as it was far too small to be off any use.”

Helpful Report

Good morning Mrs Gilbert, Thank you for your review and feedback, I'm sorry to hear that the bag was too small. I see that our customer care team have issued a full refund for you as requested, so these funds will have been returned to the account you used to order. All of our products should have their dimensions listed under the 'Size and info' section of the product page. Please email me if there's anything else I can do, I'll be happy to help. Kind regards, Mark, Pure Luxuries Ltd.

“Am very disappointed in the quality of the leather. It is very stiff and given that it is advertised as a luxury I would expect the leather to be really soft.”

Helpful Report

Good morning, thank you for your review and feedback. I'm very sorry to hear that you're not happy with your purchase - if you'd like to send it back to us at no cost to yourself using the pre-paid returns label, we'll be happy to have a full refund issued for you. Please contact our customer care team if there's anything else we can do, as we'll be happy to help. Kind regards, Pure Luxuries Ltd.

“Not what I expected luxury no way”

Helpful Report

Good morning Mr Randill, Thank you for your email, I'm sorry to hear that your order wasn't as you expected. You can send the unused order back to us at no cost to yourself using the free pre-paid returns label, and we will have a full refund issued for you upon receipt and inspection. Please let me know if there's anything else I can do, I'll be happy to help. Warm regards, Pure Luxuries customer care

“Purse made of lovely soft leather. Unfortunately after less than a week's use, one of the poppers came away from the leather. Disappointing! I contacted Pure Luxuries who have arranged a free return and full refund.”

Helpful Report

“I went on line to look at a black leather wallet purse which was advertised as being reduced from £65.00 to £20.00. The website stated that there was just one left........and I bought it. However, when I returned to the website to check the size it was still for sale....... However, having said all of that - I am pleased with it. I bought a similar one in Spain a number of years ago and paid more than £20 for it.”

Helpful Report

Good afternoon Lyn, Thank you for your review and feedback, it's great to hear that you like your wallet. We restock the majority of our products on a regular basis, so it may be that the wallet was re-tocked in-between you placing the order and visiting our website. Please feel free to contact us by emailing info@pureluxuries.com if there's anything we can do, where our customer care team will be happy to help. Warm regards, Pure Luxuries Ltd.

“Sadly It's not what I expected considering wallet is expensive.”

Helpful Report

Good morning, thank you for taking the time to leave your review and feedback. I'm very sorry to hear that the wallet wasn't as you expected - we do include a free pre-paid returns label in with every order, so you can send the unused wallet back to us at no cost to yourself for a refund. Please let me know if there's anything else I can do, I'll be happy to help. Kind regards, Pure Luxuries customer care

“Fantastic service all round well pleased ????”

Helpful Report

“1st item was damaged thus needed to be replaced. Swift repsonse in exchanging however dissappointing had to be replaced.”

Helpful Report

Good morning Miss Miello, Thank you for your review and feedback! Please let me offer our sincere apologies once more for this rare error with your original order. I'm glad to hear the replacement arrived quickly and satisfactorily, and please let me know if there's anything else we can do to help. Kind regards, Pure Luxuries customer care

“The product ordered was in perfect condition. The overall rating is lower than it could be due to the delivery process to the Czech Republic. I would recommend the following to increase the quality of the delivery abroad: - please, include the telephone number in the address so that a courier can contact the recipient (it is included in the order confirmation, but not on the parcel) - inform your customer service that the parcels in the Czech Republic are delivered not by the local post, but by the company called GLS, so that they provide correct information to the customers It would help to avoid delays in the delivery. I was lucky to find my parcel before it was sent back, as I had to search through various forums what company is delivering parcels to the Czech Republic from the UK if not local post office.”

Helpful Report

Good afternoon, Thank you for your review and feedback, it's great to hear that you like the product. I'm very sorry to hear about your delivery experience, however, and would like to offer our sincere apologies. This is certainly not usual for any of the delivery couriers we use for international orders, so I've flagged this with them to see what could have happened. I've also passed your feedback on to the relevant department, and if there is anything else I can do to help please ask. Warm regards, Pure Luxuries Ltd

“Product good, delivery good and free returns, sadly I'm marking down as although my item had Asti ker saying checked the inner gift box was crushed, more annoying as outer box was fine so had obviously been sent that way , even though I had paid extra for git packaging now have to return and wait for new item to arrive shame as first experience with these guys, I emailed them to tell them and was less than impressed with the standard reponse, should have gone to aspinalls”

Helpful Report

Good morning, Thank you for your review and feedback. I'm very sorry to hear that your gift packaging arrived damaged, and would like to offer our sincere apologies for this rare mistake. Please let me offer our apologies if our customer care service fell short of expectations, and I will raise this with them for you. If there's anything else I can do you can email us where I'll be happy to help. Warm regards, Pure Luxuries Ltd.

“as i would have expected”

Helpful Report

“I've always found it a painless experience shopping with Pure Luxuries. There are some great products and the website is really easy to use. Normally, purchases are delivered in a quick and fuss free way. However, this time the courier decided to lie and claim that a delivery had been attempted and a delivery note put through the door. Both claims were false as three people were in all day and no note was left. Eventually I got hold of a mobile phone number for the courier. The parcel was eventually delivered at 8.50 that night. It's not what I expect really and would make me think twice before ordering again. A real shame as it is a good company with good products.”

Helpful Report

Good afternoon, Thank you for your review and feedback, I'm very sorry to hear about your delivery experience. This is not something we usually experience with our couriers, so I've flagged this disappointing incident with them for investigation. I'm glad to hear that you've received your order now, and if there is anything else I can do please ask. Warm regards, Pure Luxuries customer care

Pure Luxuries London is rated 4.9 based on 6,125 reviews