General FAQ

Our Frequently Asked Questions will help you to find out more about Luxury Cave. If you have any queries that aren’t covered in this section, please contact us.

What is Luxury Cave?

Designed for globe-trotting aesthetes and connoisseurs, Luxury Cave curates the world’s most exclusive luxury lifestyle must-haves, from rare and limited-edition products to exceptional services.

How do I make a purchase on the site?

Shopping on Luxury Cave is easy:

Use the PRODUCTS & SERVICES MENU to search by category or use SEARCH to find a specific product or brand.

Once you have found an item, choose any relevant options (e.g size, colour etc) and click on the 'ADD TO MY ORDERS’ button on the product page.

Due to the highly customisable options on some products, you may need to call us to fulfill the order and instead of clicking on ‘ADD TO MY ORDERS’ button. You will be prompted to phone us instead.

Review the items in your ‘ORDERS’ by clicking on the MY CAVE link at the top of the page.

Click on 'PROCEED TO CHECKOUT to complete your order.

Can I place an order over the phone?

Our friendly Customer Service Advisors are happy to assist you with placing your order over the phone on 0044 207 118 1505.

Do I need to create an account to place an order?

Yes, registering is simple but we ask that you register with Luxury Cave in order to make a purchase or add something to your wishlist.

You will also be able to review your orders and save your address and card details so you can shop even quicker next time.

Is my personal information kept private?

We take data protection seriously. Your information will be shared with the third parties to fulfill your order. We check that they abide by applicable data protection legislation. For more information, please read our Privacy Policy in full.

I’ve forgotten my password – what should I do?

To re-set your password, follow the 'FORGOTTEN PASSWORD' instructions on the SIGN IN page. Please note, for security reasons we are unable to send your old password via email.

What payment methods does Luxury Cave accept and is it safe to use my credit card?

We accept Visa, MasterCard, American Express, Maestro. You can also choose to pay with PayPal.  All payments are processed through a secure checkout system.

First-time orders must also be sent to the cardholder's billing address or work address. This process is not only for your security but so we can verify your details independently. To ensure that you don't experience any delays to your order, please make sure all your details are entered correctly.

If you would prefer to place an order by telephone, you can call our customer service team on 0044 207 118 1505 (from a mobile or internationally), 24 hours a day, seven days a week.

Can I choose the currency I pay in?

Luxury Cave is currently only available to British customers and only accepts payments in British Pounds.

Which destinations does Luxury Cave ship to?

Luxury Cave is currently only available to British customers and we can only arrange shipping to locations in the United Kingdom.

If however you would like to ship outside of the United Kingdom, please contact us and we can arrange this for you.

How much will I be charged for shipping?

The cost of shipping varies from product-to-product. We have therefore included the cost of shipping, insurance and any delivery related charges within the price of the product or service. For deliveries outside of the United Kingdom there may be additional shipping charges, duties and insurance costs.

Do you offer same day deliveries?

Deliveries are fulfilled by our partner brands and they will contact you independently to confirm a delivery day and time

Is my order insured and do I need to sign for my order?

Due to the unique nature of each item sold on Luxury Cave, all orders are insured against theft and accidental damage until it arrives with you. As your order will be fulfilled by our partner brand, they will advise you as to whether you will need to sign for your delivery or not.

Do I have to pay duties and tax?

All goods displayed on Luxury Cave are shipped on a DDP (Delivery Duty Paid) basis so all taxes and duties are included in the final purchase price.

Can I change or amend my order once it has been placed?

Your purchase will be prepared as quickly as possible for dispatch, so you will need to contact our customer service team as soon as possible to cancel or make changes to an order. Unfortunately, we are unable to add items to an existing order but we welcome you to place a new order for any additional pieces. Further information on cancelling an order can be found in our Returns policy.

When will my customised order be dispatched?

Due to the nature of this order, manufacturing lead times may vary as it is created specifically for you. Although customised items have a longer lead time, payment will be taken shortly after you place your order.

Can I track my order?

Once your order is placed, our partner brand will advise how you can track your delivery. You can always call our customer service team who will be happy to answer any questions you may have.

What is your returns policy?

If your purchase isn’t quite right, you can return it for a refund within 14 days of your delivery date.

We recommend that your item is sent back within 7 days of receipt to ensure it will be returned to the original location in time. If you would like to exchange an item, you will need to return it and place a new order. Simply contact our friendly Customer Service Advisors for assistance.

How do I return a product?

Please contact one of our customer service advisors to confirm you would like to return your product. Our partner brand will then advise you on how to return the product back top them.

 

Will I be refunded the full value of my order?

Refunds are issued via the original payment method and will normally appear within 10 business days, depending on the processing time of your payment provider.  

While we offer free returns for all orders, the cost of delivery, insurance and any other costs associated with the delivery won’t be included in your refund.

When will I receive a refund?

TBC

Can I return a customised item?

Due to the nature of customised orders, and the fact that they have been specially created for you, we will not be able to accept returns.

Why should I become a Luxury Cave member?

Luxury Cave is available to everyone; however, membership provides an extra level of service. We also reserve a number of highly sought after items to members only.

How much does it cost to become a member and what are the benefits?

We have two levels of membership at Luxury Cave:

  1. Alpha
  2. Meta

Alpha membership

Alpha level membership provides access to otherwise reserved items on the Luxury Cave website as well as in-depth phone assistance on all products and services. Membership includes our valuable London lifestyle knowledge, expertise and unrivalled contacts for exclusive access, reservations, tickets, parties, guest-lists, VIP events and private dining. Membership privileges includes jumping queues, free entry to the hottest new places and an extra level of service at the best restaurants at an annual cost of £2,600

Meta membership

Meta level membership brings the benefit of a complete lifestyle ecosystem, designed to deliver excellence 24 hours per day. In addition to exclusive concierge services, members will have access to the most prestigious, rare and limited-edition items not advertised on the site, including, but not limited to: straight off the ‘runway’ capsule collections, Old Masters and Contemporary Art, in-demand luxury, sports and hyper cars, high and refined unique jewellery, prestige watches, the best ‘tailor made’ travel and hospitality experiences.

Meta members can also enjoy an unprecedented level of access to London’s most exclusive members clubs, restaurants, sold-out shows and events for affiliated venues at an annual cost of £8,700.

A full list of benefits is available on our membership page.

How do I receive email updates from Luxury Cave?

If you provide us with your email address in the Email newsletter field, we will send you updates of your brands and products appearing on the Luxury Cave platform, details of our events as well as luxury content that we have created.

Are you going to have this item again?

We can’t guarantee that we will have any of the items on luxury Cave again once they have been sold. If you contact our customer service team, we will establish whether there is any availability for this or similar products/services.

Can I reserve an item to buy later?

We want to provide the fairest opportunity for everyone to shop for our most in-demand products and services. As all items are either limited or one-offs, reservations are unavailable. As a result, placing an item in your 'My Cave' or wish list does not reserve it.

How do I know the products on Luxury Cave are authentic?

Our offering is expertly curated from the best luxury brands around the globe and we guarantee all items are authentic. Authenticity cards and serial numbers may not always be included with your item if the designer has not supplied them.