Special Orders Terms & Conditions
Last updated: October 2025
These terms apply specifically to any Special Order placed with Ministry of Luxury Ltd (“we”, “our”, “us”).
By placing a Special Order, you agree to the following additional terms alongside our general Terms & Conditions and Returns Policy.
1. Definition of a Special Order
A Special Order refers to any item that is not part of our regular in-stock catalogue and is ordered specifically at your request.
This may include custom sizes, bespoke variations, or pieces sourced directly from our manufacturing partners.
2. Minimum Order Value
To process a Special Order, your shopping cart must total a minimum of £60.00 (GBP) after discounts and before shipping.
Orders below this value cannot be accepted as Special Orders.
3. Lead Time
Special Orders are individually requested from our suppliers.
Please allow up to 14 business days (Monday–Friday, excluding public holidays) from the date of order confirmation for dispatch.
If we anticipate a delay beyond this period, you will be notified by email.
4. Non-Returnable Policy
Special Orders are non-returnable and non-refundable, except in cases where the item arrives faulty or with a confirmed manufacturer defect.
This exclusion is permitted under UK Consumer Contracts Regulations for made-to-order or personalised goods.
5. Reporting a Fault or Defect
If you believe your Special Order item is defective:
-
You must notify us in writing within seven (7) days of receipt at support@ministryofluxury.co.uk.
-
Include your order number, a clear description of the issue, and photographic evidence of the fault.
-
We will assess your claim and advise whether the item should be returned for inspection.
6. Inspection and Refund Process
Returned items will undergo full inspection upon arrival.
Refunds or replacements will only be issued where our quality-control team confirms a genuine manufacturing defect.
Items showing signs of deliberate or accidental damage, misuse, or alteration will not qualify for refund or replacement.
Refunds, where approved, will be processed to your original payment method within 7–10 business days of confirmation.
7. Return Conditions
If a return is authorised:
-
The item must be returned in its original packaging, including all accompanying documentation, certificates, and accessories.
-
Items not returned in full or with missing packaging may result in a deduction or refusal of refund.
-
You are responsible for secure and insured return postage unless otherwise agreed in writing.
8. Cancellations
Once a Special Order has been placed and confirmed, it cannot be cancelled, as the manufacturing or sourcing process begins immediately.
9. Our Guarantee
All Special Order pieces are sourced directly from our approved and assay-compliant suppliers.
We guarantee authenticity, metal purity, and craftsmanship in accordance with UK hallmarking standards.
Contact:
For any questions regarding a Special Order, please contact us at support@ministryofluxury.co.uk.