Personal, thoughtful support
Customer Care & Communication
At Oh So Luxe, we believe excellent customer care means clear information, genuine attention and a respectful experience for everyone.
How to contact us
Our customer care is provided personally through written messages. Our telephone line is not monitored for incoming calls, including WhatsApp voice or video calls. Please contact us using WhatsApp chat, email, website live chat or the contact form. Written support helps us keep an accurate record of your enquiry, order details and the assistance we've provided.
WhatsApp messaging: +44 7421 511880
Customer support email: customer-support@ohsoluxe.co.uk
Website: Contact form and live chat
Oh So Luxe is an independent, English woman-owned online retailer based in Staffordshire, England. Customer enquiries sent to our business email addresses, website contact form or WhatsApp are reviewed and answered personally by a real person. Routine order confirmations, dispatch updates and initial acknowledgements may be automated, but they are not a substitute for a personal response. For general enquiries, you may also email info@ohsoluxe.co.uk.
When to expect a reply
Our advertised customer care hours are Monday to Friday, 9am–9pm UK time. We aim to reply within two working days. Responses are not instant, and messages received over weekends, UK bank holidays or announced closures may be answered when we reopen. If we are away, our automatic message will explain when we expect to respond.
You only need to send your enquiry once. If you have more information, you can add it to the same conversation. Repeated calls or duplicate messages across several channels will not speed up an investigation.
If your parcel is missing or marked delivered
If you have not received your order, including where a courier has left it in a place you did not authorise, please contact us with your order number, any available tracking details and relevant delivery photographs or screenshots.
We will review the information and contact the courier where appropriate. You are not expected to resolve a courier error yourself. We will keep you informed and arrange an appropriate resolution, such as a replacement or refund, where required by your consumer rights. A courier investigation does not remove or indefinitely postpone those rights.
For more information, please see our Delivery Information and Returns & Refunds pages.
Respectful communication
We welcome questions, concerns and complaints, including requests for refunds or replacements. Our team will treat customers with courtesy and we ask for the same consideration in return.
Abusive or threatening language, personal insults and repeated harassing calls or messages are not acceptable. If communication becomes abusive, we may ask that further contact is made through a single written channel, or stop engaging with abusive messages while continuing to address any outstanding order issue through appropriate channels.
Your statutory consumer rights and your ability to raise a legitimate complaint are never affected by this policy.
We're here to help, with care and clarity.
For the quickest resolution, please include your order number and the details of your concern in one written conversation.
Contact Oh So Luxe