Frequently Asked Questions

About Us

Where is Luxury Nook based?

Luxury Nook is a Scottish company but we have distribution facilities in Scotland and in Yorkshire so that we can best serve the entire UK mainland.

Can I see your products in a showroom?

Unfortunately we do not have a showroom, we only sell our products online so that we can keep our overheads as low as possible and provide the lowest prices online for our customers.

Do you have a catalogue?

We do not have a catalogue, all our available products are shown online on our website.

Do you have a customer telephone number?

Yes, we have a telephone service, the details of which are shown at the top of this page along with opening hours.

I require technical advice about a product?

On each product page we endeavour to provide all the relevant technical information, if you require further assistance, do not hesitate to contact us and we will hopefully be able to answer your query.

Buying from Luxury Nook

I am having difficulty placing my order

Our fraud protection system are quite strict so it is very important that you make sure that you enter your payment and billing details exactly otherwise your payment may be declined.

If you continue to have difficulty placing your order, please contact our customer care team on the telephone number at the top of the page.

Can I place my order by phone?

We are happy to accept telephone orders by calling the customer care team on the telephone number at the top of the page.

Do you to deliver to my address?

Luxury Nook can deliver to the UK mainland, Scottish Highlands and Islands, Channel Islands and Northern Ireland. For all charges please see our Delivery Guide

How much is delivery?

For our larger pallet items delivered to a mainland UK address, we offer free delivery. For all other delivery charges please see our Delivery Guide

In most situations, if a delivery charge is required, this will be collected at the checkout, in other circumstances our customer care team will contact you regarding any subsequent charges.

Can I have my order delivered to a different address?

Yes, we can deliver to a different address provided the address passes our fraud checks.

How will my order be delivered?

For large pallet items we use Wilbys and Pallet Network to deliver your order. Once your order has been despatched to the courier, the courier will contact you directly via telephone to arrange a convenient delivery time.

For small parcel items, we ship via DHL on a next day service. It should be noted that this is a signed-for service so someone will need to be available to accept and sign for the goods. If you are not present at the time of delivery, DHL will leave a calling card and either allow you to collect or arrange another delivery attempt.

How long does delivery take?

Larger pallet items are a 3-5 working day delivery, in most cases deliveries arrive well within this window.

Smaller items, once despatched are generally sent via next day DHL service. Some smaller items may be sent via Royal Mail standard postage

It is strongly advised that you do not book any installation until you have received and checked your goods. We cannot be held liable for any plumber or tradesman costs you may incur.

How do I know if my order has been dispatched?

As soon as we despatch your order you will receive a confirmation email.

Payments

Is it safe to order online?

Yes, we use industry standard 128bit SSL encryption to protect your details during transit to and from our secure server. Sensitive information such as your address, name and card details are encoded so they can only be read by our secure server. This information is authenticated to ensure it only gets sent to this secure server and is checked to make sure it has not been tampered with during transfer. Security checks are also made on all payments, to ensure the authenticity of each card payment.

To help assure our customers we adhere to the 'Internet Shopping Is Safe' Accreditation scheme. The status of our accreditation can be checked at any time during your visit by clicking the ISIS logo which is presented in the header of each page on the Luxury Nook site.

Which payment menthods cards do you accept?

Cards we accept - Mastercard, VISA, Solo, Visa Debit, Delta and American Express, Unfortunately at the moment we are unable to accept Maestro.

We are also happy to accept payment via Paypal and GoogleCheckout

When will my card be charged for my order?

Your payment will be charged as soon you complete the checkout process.

Your Order

How to place an order?

Simply browse the Luxury Nook website to locate the products you wish to purchase and click the Buy Now button to add them to your shopping basket. At the basket page, choose whether you would like to use our checkout to pay via credit/debit cards or click the appropriate link to pay via Paypal or Googlecheckout and then follow the instructions. If you need help or would like to place your order by phone please call customer care on the telephone number at the top of the page

How do I check if an item is in stock?

We endeavour to show correct stock levels at all times on our website. This information is presented on each individual product page.

How do I know if my order was successful?

After completing the checkout process you will receive a confirmation email containing your order details. If you do not receive an email, you can use the My Account section of our website to check your order status.

Can I change, cancel or return my order?

Please refer to our Delivery and Returns Guide for full information.

What if my order arrives damaged?

To comply with our damages policy all damages or shortages must be reported to us within 48 hours of receipt.

We will always require a digital photograph to be sent to us illustrating any damage to goods before we can authorise any replacement. After contacting Customer Care to inform us of any damaged deliveries, please email a photograph to photo@luxurynook.co.uk