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Customer Service
- Shipping & Delivery
- Privacy & Security
- Returns & Replacements
- Ordering
- Payment, Pricing & Promotions
- Viewing Orders
- Updating Account Information
- Shipping & Delivery
- Postage on UK orders is £2.00 for first item and £1.00 for each additional item.
Postage on European orders is £3.00 for first item and £1.50 for each additional item.
Postage on Rest of World orders is £5.00 for first item and £2.50 for each additional item.
For despatch to a UK address, delivery time is 3 - 5 working days from receipt of order.
For despatch to a European address, delivery time is up to 4 weeks working days from receipt of order.
For despatch to a Rest of World address, delivery time is up to 6 weeks working days from receipt of order.
All items delivered to a UK address will be despatched using Royal Mail First Class.
All items delivered to a European and Rest of World addresses will be despatched using Airmail.
The products you order will be delivered to the address you give when you place your order.
If delivery cannot be made to your address for reasons under the Supplier's control the Supplier will inform you as soon as possible.
If you deliberately fail to take delivery of the products (otherwise than by reason of circumstances under control of the Supplier) then without prejudice to any other right or remedy available to the Supplier, the Supplier may store the products until actual delivery and charge you for reasonable costs (including insurance) of storage.
If you fail to take delivery because you have cancelled your contract under the Distance Selling Regulations the Supplier shall refund or re-credit you within 30 days for any sum that has been paid by you or debited from your credit card for the products. On exercising your right to cancel you shall be required to return the products to the Supplier. Should you fail to return the products, the Supplier reserves the right to deduct any direct costs incurred by the Supplier in retrieving the products as a result of such failure.
Every effort will be made to deliver the products as soon as possible after your order has been accepted. However, the Supplier will not be liable for any loss or damage suffered by you through reasonable or unavoidable delay in delivery. In this case, the Supplier will inform you as soon as possible. - Privacy & Security
- LUX takes the privacy of your data very seriously. LUX does not disclose buyers' information to third parties other than when order details are processed as part of the order fulfilment.
In this case, the third party will not disclose any of the details to any other third party.
LUX may use your personal data to send you further information about our services. We will never sell or pass your data on to a third party without your consent.
Cookies give your computer an important and useful personal identification. They are files placed on your computer's hard-drive by your browser. They enable us to monitor which pages you visit on the site, and which items you have added to your cart.
Cookies are used on this shopping site to keep track of the contents of your shopping cart, to store delivery addresses if the address book is used and to store your details if you select the 'Remember Me' Option. They are also used after you have logged on as part of that process. You can turn off cookies within your browser by going to 'Tools | Internet Options | Privacy' and selecting to block cookies. If you turn off cookies, you will be unable to place orders or benefit from the other features that use cookies. Data collected by this site is used to:
a. Take and fulfill customer orders
b. Administer and enhance the site and service
c. Only disclose information to third-parties for goods delivery purposes
When you have chosen what you want to buy, and provide your details to us, using our secure site, your personal information is protected by an encrypted connection between your browser and our server. Your credit card information is processed by a third party secure payment partner.
The Supplier will take all reasonable precautions to keep the details of your order and payment secure but unless the Supplier is negligent, the Supplier will not be liable for unauthorized access to information supplied by you. - Returns & Replacements
- We shall endeavour to dispatch goods within 3 - 5 working days of receipt of your order. Any item purchased from us, which proves faulty on our equipment, will be exchanged. We retain the right not to fulfil any order.
DVDs cannot be returned or refunded for reasons specifying format. Please be sure before you order any items from us that you are able to play them.
Our returns period is 30 days from despatch and any products should be returned within this period. We will only offer a refund or exchange of products provided they are returned unused and unmarked and are in the original packaging.
Please enclose a copy of the invoice with the item you are returning, stating the reason for return and whether you require an exchange or refund. Please note that we do not refund delivery costs. Please pack your item(s) in suitable packaging and return the parcel to us at:
LUX
3rd Floor
Shacklewell Studios
18 Shacklewell Lane
London E8 2EZ UK
For customer security, we recommend you obtain a Proof of Posting Certificate (available from the Post Office) for all returns. You should keep this until you have received your exchange or refund. We will make a refund or exchange once we have received the products, we do not accept any liability for products returned.
If you believe your products to be faulty, please return the item to us together with a copy of your invoice with a note explaining what you believe the fault to be with the products. When we receive the item, we will investigate the fault and contact you to agree the most appropriate resolution.
In the case that the products have not already been despatched, we will credit any sum debited to your credit or debit card.
If the products have already been dispatched you must return the products without unpacking them to us at soon as possible at your own expense. Once we have received your notification of cancellation and the returned products, we will credit to your credit or debit card any sum debited within 30 days of receipt of your products being returned.
If we do not receive the products back from you, we may arrange for collection of the products from the delivery address provided and are entitled to deduct the direct costs of recovery from the amount to be re-credited to you within 30 days after we receive your notification.
If you have not received your package after 21 days, please send us an email at dvdsales@lux.org.uk quoting your order number and we will take appropriate action. - Ordering
- These terms of sale apply to all products supplied by LUX (the "Supplier").
No contract exists between you and the Supplier for the sale of any products until the Supplier has received and accepted your order.
An acceptance of your offer to buy the products will be sent shortly after your order. However, we do have the right to terminate the contract in the event that the products are unavailable, incorrectly priced or cleared funds are not received.
The contract is subject to your right of cancellation.
The Supplier may change these terms and conditions of sale without notice to you in relation to future sales.
The description and price of the products you order will be as shown on the Supplier's website at the time you place your order.
All our prices include all applicable taxes
Every effort is made to ensure that prices shown on the Supplier's website are accurate at the time you place your order. If an error is found within 30 days of accepting your order, the Supplier will inform you as soon as possible and offer you the option of reconfirming your order at the correct price, or cancelling your order. If the Supplier does not receive an order confirmation within 30 days of informing you of the error, the order will be cancelled automatically. If you cancel the order, or if the order is cancelled automatically due to the expiry of the 30 day period, the Supplier will refund or re-credit you for any sum that has been paid by you or debited from your credit card for the products.
LUX reserve the right to cancel the contract with our customers at any time due to insufficient stock to deliver the products ordered. If we do cancel then you will be notified by email and any amount debited from your credit or debit card will be re-credited within 30 days of order. We are not required to provide any compensation.
Product images are for illustrative purposes only and may differ from the actual product. - Payment, Pricing & Promotions
- Payment for the products will be made through Paypal. For Paypal terms and conditions see here: https://www.paypal.com/uk/cgi-bin/webscr?cmd=p/gen/about-outside Payment shall be due before the delivery of the products.
There will be no delivery until cleared funds are received.
- Viewing Orders
- Updating Account Information