We offer free shipping throughout the UK and the rest of Europe. Delivery fees may be incurred for orders shipping to the US and the rest of the world.
Tracking information is provided directly from the mail carrier at the time of shipment. Dependent on the product (whether or not it is custom-made), the delivery time will vary from 3 to 8 weeks for the UK the rest of Europe. For the US and the rest of the world, this may take longer and we welcome update enquiries during the shipping process.
Orders shipped outside the UK and the rest of Europe may also be subject to import taxes, customs duties, and other fees levied by the destination country. The recipient will be responsible for paying any such charges that are assessed once a package enters the destination country. Riluxa has no control over these charges and has no way to predict them. Please contact your customs office for more information.
If a package appears to be stalled at a port of exit or entry, please bear in mind that packages are not always scanned at every step of the way. Check with your local post office for more information. Riluxa is not responsible for packages held by customs and cannot intervene in the course of the shipment once the package has left our warehouse.
We will deliver to the delivery address specified in the order. The location must be within Europe but we may accommodate other locations on a case per case basis. Please note that we reserve the right to decline a delivery in certain cases, with or without a specific reason.
The delivery location must be accessible by road. It is your responsibility to be available to accept delivery at the specified delivery location on the day of delivery. If you want to take your order abroad we are happy to deliver to your shipping agent for onward transfer.
Conditions of delivery
Riluxa does not deliver perishable goods (including plants).
Some of our goods are larger than one may expect, particularly the furniture. Please check the measurements of the goods you are buying to make sure there is enough space at the delivery address for delivery to take place and that it will fit into your room.
Prior to delivery, you must ensure that there is sufficient access and space to complete the delivery in a safe and comfortable manner, and that all staircases and lifts providing access are suitable for the delivery. You must ensure that your property and the delivery area are safe for delivery staff. All fragile items that could be damaged during the delivery, such as lights, vases, pictures, etc. should be moved.
To ensure the smooth delivery of your order, you must give us as much detail as possible in advance of shipping about particular features of the delivery address which may affect the delivery (e.g. will there be time to unload / load? Do you live on a red route? Are there any height, width or weight restrictions? Are there any parking restrictions? Will the vehicle require a parking permit? Are there any time restrictions? Is access to the delivery location made difficult by landscape or geographical constraints?) If the delivery is to a business address, are there any restrictions in terms of opening hours?
If you provide us with incomplete, incorrect or inaccurate information or instructions, we may cancel the delivery by giving you written notice.
Delivery staff are not permitted to, and shall not: remove doors, windows, doorframes, etc. in order to complete the delivery (if these measures are required they must be undertaken before delivery takes place; we will not carry any specialised lifting equipment); unpack or construct delivered items or remove any packaging; or remove their footwear whilst making deliveries (if you are concerned about possible damage to carpets or laminate flooring, you should ensure that the adequate protective sheets are provided to cover the floors in question).
Delivery will take place at the delivery address specified by you either during the online order process (if you ordered online) or by phone, email or any other communication medium. We ask you to provide us with two telephone numbers so we can contact you easily and advise you of your delivery time.
Goods will be delivered to the entrance of your building or house, where transfer will take place. At this point you will take full ownership and responsibility for the goods.
You are solely responsible for ensuring that we are able to make delivery to the delivery address and that you are available to accept delivery at this address on the delivery date. Please try to inform us as soon as possible if you know that you are not going to be in to accept delivery. We shall not be liable in respect of any delay in delivery as a result of any act or omission by you.
If you are not personally available to accept delivery, you may appoint a representative to do so in your place. The representative must be an adult capable of receiving delivery on your behalf, and you agree that we will be entitled to rely on the representative’s instructions as if they were your own. Delivery staff are not permitted to leave any items that have not been signed for.
On delivery, you will be asked to examine the goods, check the condition of the packaging and whether the correct number of packages have been delivered. You will be asked to sign the delivery document confirming that the delivery has taken place, the number of items delivered, that delivery of the goods has not caused any damage to your property, that items are delivered “free of visible damage” and that you are happy with the service you have received. If there is obvious damage or items are missing or incorrect, you should record this on the delivery document. Missing items will be re-ordered and damaged/incorrect items will be returned and replaced and delivered free of charge. This will not affect your legal right to notify us at a later date if you subsequently find a defect in your goods. You must let us know about any damaged, missing and/or incorrect goods within 24 hours of delivery. If you refuse to sign the delivery document, this will be taken as refusal to accept delivery.
Once the goods have been delivered to you (or your representative), you become the owner of those goods and, from that point on, they will be at your risk. This means you will be liable for any subsequent damage, loss or destruction.
If items within the packaging are faulty or damaged (whether before or during delivery), you shall notify Riluxa customer service team of such fault or damage using the telephone number stated on the sales receipt or in our delivery advice email / on our website (for online orders) as soon as possible and, at the latest, 24 hours after delivery. It is strongly advised to take pictures of the damaged goods and send them to the Riluxa Customer service team as soon as possible.
Any damaged product/package must be retained for inspection at a later date. Should you dispose of any damaged product/package before we have had the opportunity to inspect it, then this could affect any claim for replacement.
Where it is established that we are responsible for damage to a delivered item, we will replace the damaged item or, if we are unable to do so, we will reimburse you with the full amount you have paid for the product, together with any delivery charges, within 30 days of the claim being accepted.
We will not accept responsibility for any items that are damaged during the delivery process, to the extent that such damage is not deemed Riluxa’s fault.
In the event of any unforeseen circumstances (including without limitation, but not limited to, lorry breakdown, traffic accident, major traffic delays or severe weather) we will do our best to contact you to rearrange an alternative delivery timeslot or date. We will not be responsible for any losses incurred due to a delay in delivery arising out of any cause beyond our control.
The delivery service is provided as a convenience. In the case of a delay or damage before or during the delivery of the goods, we (Riluxa ltd, riluxa.com and all related or affiliated companies and personnel) are deemed not responsible or liable for any loss or damage you may suffer as a direct or indirect result of the delay or damage.
We will only supply the Home Delivery Services for domestic and private use. You agree not to use the Home Delivery Services for any commercial, business or re-sale purposes, and we have no liability to you for any loss of profit, loss of revenue, loss of data, loss of anticipated savings, loss of business, business interruption, loss of goodwill or loss of business opportunity, or for any injury to your reputation.
14 days Return Guarantee
If you purchased your product from our website riluxa.com or by phone, you benefit from our 14 days return guarantee. As part of the guarantee, if you are not satisfied with the product you received within 14 days of delivery, you can return it to us at your own cost and we will refund you fully the monies paid for the returned product, including the original delivery cost.
You don’t need to give a reason for the return, you can just decide you don’t want it anymore. The product should not be damaged and must be in the state you received it. So, you can shop safely knowing that you can change your mind at any time. Our 14 days Return Guarantee gives you complete peace of mind.
Please note that beyond 14 days after delivery, no return or refund will be accepted or processed. In cases we deem exceptional, we reserve the right to accept returns or refunds (full or partial) beyond 14 days, at our entire discretion and with or without providing a reason.