Policies:

Welcome to Lux & Lore. By using our website and purchasing our products, you agree to the simple rules outlined below.

1. About Us

Lux & Lore is a handmade e-commerce business based in Scotland, United Kingdom. If you have any questions, you can contact us at luxandloreuk@gmail.com or use our Contact us page.

2. Our Products & Handcrafted Nature

Every item we sell is individually handmade by a single artisan using materials such as resin, polymer clay, and soy wax.

Because these items are handcrafted, slight variations in color, texture, shape, or minor imperfections are a natural and unique part of the product.
While we make every effort to display our items accurately in photographs, your unique piece may vary slightly from the product image.

Pricing: All prices are shown clearly on our website. We are a small business and are not registered for VAT.
Order Acceptance: When you place an order, you will receive an automatic confirmation email. A legally binding contract between us is only formed when we dispatch your item and send you a shipping confirmation email.
We reserve the right to cancel an order at any time before shipping (for example, if an item is out of stock or was priced incorrectly by mistake). If we cancel your order, you will be refunded in full immediately.

3. Pricing & Ordering

Where We Ship: We currently only ship to addresses within the United Kingdom.
Dispatch: Ready-made items are packed with care and dispatched within 2–3 business days via Royal Mail 2nd Class.
Bespoke Requests: Timelines for custom or personalized orders will be agreed upon individually via email before you pay.

4. Shipping & Delivery

5. Right to Cancel & Returns

In line with UK Consumer Contracts Regulations, you have the right to change your mind and return an item for a refund within 14 days of receiving it.

How to return: Please email us at luxandloreuk@gmail.com with your order number to notify us.
Condition: Items must be returned completely unused, undamaged, and in their original packaging. The buyer is responsible for return postage costs. We highly recommend using a tracked service, as we cannot refund items lost in the post.
Exemptions (Non-Returnable Items): For hygiene and bespoke legal reasons, we cannot accept returns on:
- Earrings (unless they arrive faulty).
- Custom or Personalised Orders made specifically to your request.

6. Damaged or Faulty Goods

If an item arrives broken or faulty, please contact us within 30 days of delivery with a photo of the damage. We will gladly arrange a replacement or a full refund.

7. Safety & Liability

We ensure all our resin, clay, and jewelry items are crafted safely. However, Lux & Lore is not liable for any issues arising from the misuse of our products. (Note: Specific candle safety instructions will be provided with all candle purchases once launched).

8. Governing Law

These terms, your use of this website, and any purchases made from Lux & Lore are governed by the laws of Scotland. Any disputes will be handled exclusively by the Scottish courts.

At Lux & Lore, every piece is individually handcrafted by a single artisan in Scotland. We take immense pride in the quality of our work and want you to be completely happy with your purchase. Below you will find everything you need to know about how we ship our items and how we handle returns.

Shipping Policy

We currently only ship to addresses within the United Kingdom.

Processing & Dispatch Times

Ready-Made Items: Because our current collections feature ready-made items, your order will be wrapped with care and dispatched within 2–3 business days.
Custom & Personalised Orders: If you have requested a custom piece or personalization, your dispatch time will be agreed upon individually via email before your order is processed.

Shipping Rates & Delivery Times

All orders are shipped via Royal Mail 2nd Class.
Once dispatched, delivery typically takes 2–4 business days to arrive.
Shipping costs are calculated flatly at checkout.

Please note: Delivery times are estimates provided by Royal Mail. Delays can occasionally occur due to peak seasonal volumes or postal disruptions.

Your Right to Cancel (UK Law)

In accordance with the UK Consumer Contracts Regulations, you have the right to change your mind, cancel your purchase, and return your item for a refund within 14 days of receiving your goods.

How to Start a Return

Email us at luxandloreuk@gmail.com or through our Contact us page within 14 days of receiving your package. Please include your name, order number, and the details of the item(s) you wish to return.
We will provide you with our return shipping address.
You must post the item back to us within 14 days of notifying us of your return.

Return Conditions & Criteria

To be eligible for a full refund, items must be returned to us in the exact condition you received them: completely unused, undamaged, and in their original packaging.

Non-Returnable Items (Exemptions)

In line with UK consumer law exemptions for hygiene and bespoke products, we strictly cannot accept returns or exchanges on:

Earrings: For hygiene reasons, earrings cannot be returned or exchanged unless they arrive faulty.
Custom or Personalised Orders: Any item made to a specific request, size, color, wording or design cannot be returned as it cannot be resold.

The buyer is responsible for paying their own shipping costs for returning items. Shipping costs are non-refundable. We strongly advise using a tracked postal service, as we cannot issue a refund if the item is lost or damaged in transit back to us.

Return Shipping Costs

Refunds

Once your return is received and inspected to ensure it meets our return conditions, we will send you an email to notify you that we have received your item.

If approved, your refund will be processed automatically, and the credit will be applied to your original method of payment within 5–10 business days (depending on your bank or payment processor).

Damaged, Faulty, or Incorrect Items

Under the UK Consumer Rights Act, goods must be as described, fit for purpose, and of satisfactory quality.

If your item arrives broken, faulty, or if you received the wrong item by mistake, please contact us at luxandloreuk@gmail.com within 30 days of delivery with a photograph of the damage or issue. We will immediately arrange for a replacement to be sent out to you or issue a full refund (including any standard outbound delivery costs).

At Lux & Lore, we take your privacy seriously. This policy explains how we collect, use, and protect your personal information when you visit our website or make a purchase from our store.

By using our website, you agree to the collection and use of information in accordance with this policy.

1. Information We Collect

When you browse or buy from our store, we collect the personal information necessary to process your order and manage your experience:

Identity & Contact Data: Your name, billing address, shipping address, email address, and phone number.
Transaction Data: Details about the products you purchased from us and dates of orders. (Note: We never see or store your full credit/debit card details. Payments are handled securely through our encrypted third-party processors).
Technical & Usage Data: Your IP address, browser type, and how you interact with our website (collected automatically via cookies).

2. How We Use Your Information

Under UK GDPR, we must have a "lawful basis" to process your data. We use your information for the following reasons:

To Fulfill Our Contract With You: We need your name, address, and email to pack, ship, and send tracking information for your handmade orders.
Legal Obligations: We are legally required to keep records of our sales and financial transactions for UK tax purposes (HMRC).
With Your Explicit Consent: If you choose to sign up for our email newsletter, we will use your email address to send you updates and promotions. You can opt out at any exact moment by clicking "unsubscribe."

3. Data Sharing With Third Parties

We are a small, independent business and will never sell or rent your personal data to anyone. However, to run our online shop, we securely share minimal data with trusted third-party providers who help us operate:

Website Platform (Wix): Hosts our store and manages our checkout system.
Delivery Services (Royal Mail): Receives your name and shipping address so they can deliver your package.
Payment Gateways (e.g., Stripe, PayPal, Wix Payments): Securely processes your card transactions.

4. How Long We Keep Your Data

We only retain your personal data for as long as necessary to fulfill the purposes we collected it for, including satisfying any legal, accounting, or reporting requirements. For tax records, we generally keep transaction data for up to 6 years.

5. Your Legal Rights (UK GDPR)

You have strong rights over your data. You can contact us at luxandloreuk@gmail.com at any time to request to:

See what personal information we hold about you.
Correct or update any incorrect information.
Request that we permanently delete your data (where legally permitted).

Cookie Policy

The Cookies We Use

We split our cookies into two main categories:

Essential Cookies: These are strictly necessary for the website to work. They allow you to add items to your shopping basket, log into secure accounts, and complete checkout smoothly. These cannot be turned off.
Analytical & Marketing Cookies (Optional): These show us aggregate data on how visitors use our shop (e.g., which pages are most popular) or help us show relevant social media updates. We do not drop these on your device unless you click "Accept" on our cookie banner.

Managing Your Preferences

When you first visit Lux & Lore, our cookie banner will ask for your consent. You can choose to accept all cookies, decline non-essential cookies, or manage your settings. You can also block or clear cookies at any time through your internet browser settings.

6. Changes to This Policy

We may update this Privacy & Cookie Policy from time to time to reflect changes in our practices or for legal reasons. The latest version will always be posted on this page.

If you have any questions about this policy or want to exercise your data rights, please contact us at: luxandloreuk@gmail.com or through our Contact us page..