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Weteringweg 18, 2641KM, Pijnacker, Netherlands
4.2
170 reviews
Replied to 66% of negative reviews
Typically replies within 2 weeks
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I had a great experience with Deluxerie. The products looked exactly like the pictures and felt comfortable to wear. Shipping was reasonably fast, and the packaging was discreet and professional. Customer service responded quickly and politely. Overall, I’m very satisfied and would definitely shop here again in the future.
Shitty products, different as displayed on website. They have been handeled my claim more than 2 months any denied to refund the delivery and return cost. Be carefull, as they argue that you cant renturn items without original packing due to hygienic reasons, even as you claim the goods because they are differnet than promoted.
Reply from Deluxerie
Dear Valued Customer,
Thank you for your feedback.
We’re sorry to hear that you’re not satisfied with your experience. Initially, you reported that the items were defective. Based on this claim, our team inspected the returned products multiple times, but we did not find any manufacturing defects.
As outlined in our return policy, shipping and return label costs are non-refundable unless the items are faulty or incorrect. Therefore, the refund was issued to your account with those costs deducted. Nonetheless, we went beyond our policy by offering you store credit to cover the shipping costs as a goodwill gesture, which you declined.
Since we primarily sell hygiene-sensitive items, our return policy includes special conditions in line with EU health and safety regulations. Those items must be returned in their original, unopened packaging — this is clearly stated in our return policy and is in line with EU consumer protection laws for hygiene-sensitive products. Once hygiene seals are broken, products must be destroyed and cannot be resold. Even though the returned items had open seals, we still processed your refund as an exception due to the delay in our response time.
We would also like to address your recent claim that the items differed from their images. All product visuals are carefully prepared to match what customers receive. If there was a discrepancy, we would have certainly acted upon it.
While we respect all forms of feedback, we kindly ask that communication remain respectful and factual. We’re always open to resolving concerns, but using offensive language or making misleading public statements does not help either party.
If you have any further questions or would like to revisit this matter constructively, please don’t hesitate to reach out to us directly.
Kind regards,
Pieter
Deluxerie Customer Experience Team
I initially posted a review regarding an issue with an order where the size didn't fit, and I experienced delays in receiving the correct replacement. To summarize, after sending the original item back via their contracted courier on March 10, 2025, I hadn't received the correct size or a refund by a month later. Communication became sporadic, and my request for a refund also went unanswered.
However, I'm very pleased to update this review! Shortly after my initial post, the seller promptly contacted me to address the situation. They quickly rectified the error and immediately dispatched the correct size product. I'm happy to say that the issue has been resolved to my complete satisfaction.
While there was an initial hiccup, the seller's swift and effective response to my concerns completely turned my experience around. Their commitment to customer satisfaction was evident in how quickly they resolved the issue once contacted. Because of their excellent follow-up and resolution, my overall experience with this store is now very positive. I appreciate their quick action in making things right.
Reply from Deluxerie
Dear Valued Customer,
We sincerely apologize for the negative experience you initially had due to a lack of communication — it was entirely our fault. However, we are very glad that we were able to resolve the issue by producing the item in a custom size especially for you.
Thank you for your patience and understanding throughout the process.
We hope to welcome you back to Deluxerie soon.
Kind regards,
Pieter
Deluxerie Customer Experience Team
The product is extremly comfortable to wear. It is a perfect fit. My wife did not wanted to take it off because of the fabrics sensation when touched.
Reply from Deluxerie
Dear Bence,
Thank you for your review.
We are pleased to hear that you are satisfied with our products and service quality.
We hope to see you back at Deluxerie soon.
Kind regards,
Pieter
Deluxerie Customer Experience Team
Reply from Deluxerie
Dear Naglaa,
Thank you for your review.
We are pleased to hear that you are satisfied with our products and service quality.
We hope to see you back at Deluxerie soon.
Kind regards,
Bronn B.
Deluxerie Customer Experience Team
Reply from Deluxerie
Dear Gabriella,
Thank you for your review.
We are pleased to hear that you are satisfied with our products and service quality.
We hope to see you back at Deluxerie soon.
Kind regards,
Bronn B.
Deluxerie Customer Experience Team
Quite dissapointed at first. Low quality finishing harness. Handmade without care. The edges don't fit when folded. The holes and rivets are not centered, neither aligned, nor evenly distanced. I felt I wouldn't buy anything from them again.
Update dec20th: After seeing my review they said they're sending me a new harness without needing me to return the first one —cause I trimmed those non-fitting edges at foldings. Hope the new one is well finished.
Update Jan4th: New piece received last dec30th. It is not exactly the same model as the 1st one. This one is made with a thinner string which I don't like, but the other differences make this harness be better than the first one actually, and it's more similar to the one in the picture on the website.
The most important is this piece is well finished and all the defects on the first one were solved.
Besides, it was packed into a leatherlike material pouch, I guess as an apologies present.
However, I will be more careful next time before I buy anything online from any company.
In any case they tried to solve and compensate, and I appreciate it.
Im very satisfied with my purchase. Ordered 4 products and all of them was nice.
Contacted the customer service to check when my order will arrive, they said that products will arrive in 5 business days after I have ordered and i got my package within 5 days.
Great customer service also!
Reply from Deluxerie
Hi Johanna,
We are very pleased to hear that you are satisfied with our products and our service. We hope to see you soon again at Deluxerie.
Kind Regards,
Theo A.
Deluxerie Customer Support
Not satisfied. All that matters to you is sales and profits, not the customer, delay in ordering and lack of understanding. It was a very bad experience. 👎first and last time
Reply from Deluxerie
Dear Mariam&Achilles,
Thanks for your review.
When we are checking our service details, we see that you have returned the products because of size matter. You have sent 3 products back to us and requested refund but our responsible department have checked your products and didn’t approved refund for 2 of them. One of the products has been approved by our service department and we made the refund to your account.
As we have clearly stated on our website, some products that pose a hygiene risk (especially slips, thongs, etc.) are not eligible for a refund if the package is opened and the hygiene seal is removed. This is because the related products lose their resaleability.
However, we have defined the amount of 2 products as store-credit to your Deluxerie account in order to prevent you from being victimized for non-refundable products and to change the size. As a result, you created a new order using this amount last week.
Your order is on the way to you now and will be delivered to you as soon as possible.
Regarding the delay, your first order was delivered on the 4th working day. Therefore, there is no delay in this process.
Considering all this, your review surprising us.
However, we would like to state that we are very sorry for this process.
If you have any questions, you can reach us via our e-mail address klantenservice@deluxerie.nl.
-
Kind Regards,
Theo
Deluxerie Customer Support
Everything whent fine. From purchade to shipping. Also good customer service.
Reply from Deluxerie
Hi Tim,
We are very pleased to hear that you are satisfied with our products and our service. We hope to see you again at Deluxerie.
Lenny
It was very easy to maneuver your website and we received the item way quicker than expected!! Within days!! Thank you!
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