FAQs

Although our team at Perla & Luxe love to hear from you, most of our customer question can be answered just by reading through the below FAQs.

 

Q. How can you offer free products?

A. We order a vast amount of products every week, that allows us to get the lowest possible price. We also have special rates with our logistic partners which ensures we keep shipping and packaging charges to a minimum.

 

Q. Why has my item not come in a jewellery box?

A. In order for us to be able to offer our customers such great offers we do have to keep our costs as low as possible and one way we do this is that our items come in simple, yet protective packaging which can easily fit through your letter boxes. We do not send out items in boxes.

 

Q. How long will my order take to arrive?

A. Our estimated delivery times are between 21-40 days with extended periods taking 21-59 days to North America and Europe.

 

Q. Where will my order be dispatched from?

A. All orders are dispatched from our warehouse in Asia.

 

Q. I made a multiple item order but I have only received one item?

A. We ship items out in small groups so that you don't get stung at customs by any fees or taxes, and also as to avoid you waiting for items that may take a little longer. Rest assured, all your items will arrive!

 

Q. How can I cancel an order if I decide I no longer want it?

A. We do not operate a cancellation process as once you place an order with us it is instantly sent to our warehouse for processing. It is the responsibility of the customer to ensure all orders on our website are placed correctly with the correct details entered.

 

Q. Why do you give valuable products away for free?

A. We believe everyone should experience the joy and confidence which comes with wearing elegant clothes. An additional bonus is we can offer jobs to people in the local community who have previously been unable to find work.

Q. Are some of your products really free?

A. Yes, and they always will be.

Q. Are there any other costs I need to pay?

A. We only ask customers to cover the small packaging and shipping costs to ship their order (around £7.99 to anywhere in the world). There are no other costs, now or in the future.

 

Q. Why does the checkout page state my information will be transferred to the United States?

Our website runs on Shopify, one of the world's most popular and secure e-commerce platforms. Shopify's secure servers are based in the United States, therefore our customer's information is transferred to the USA. This is standard practice and ensures your information is kept as safe as possible.

Q. Do you sell my details to any other companies?

A. We value your trust. Your personal details will never be sold to third parties.

 

If you have a question which isn't answered here then please do email us at contact@perlaluxe.com.