DELIVERY & RETURNS

We offer worldwide delivery to bring Riluxa's exceptional products to your doorstep. For orders within Europe, including the UK and EFTA countries (Switzerland, Norway, Iceland and Liechtenstein), we offer a flat rate shipping fees structure, as detailed in our Shipping Fees Table below.

For information on shipping fees and timelines to destinations outside of Europe, including the US, we're here to assist you. Simply reach out to us at info@info.riluxa.com and our team will provide full details on shipping fees and timelines to your location.

If you plan to take your order abroad yourself, we're happy to coordinate with your preferred shipping agent for seamless onward transfer.

Our product manufacturing and shipping timescales differ depending on whether items are in-stock or made-to-measure. All shipments are dispatched with care from our home in Valencia, Spain.

We pride ourselves on offering one of the shortest bespoke bathroom furniture lead times in the industry and we continuously seek out optimisation opportunities to shorten these even further.

Smaller packages are sent with a standard courier service. For our larger items, such as bathtubs and bathroom cabinets, we use specialist partner transporters, which vary according to the destination country. In some countries, such as France and the UK, we group shipments to minimise the number of trips taken and use expert last mile logistics to ensure a smart and sustainable delivery solution.

We use a range of sustainable materials to protect your luxury bathroom furniture safely make its way to you. These include wooden crates for marble washbasins and quality crush-resistant double-reinforced cardboard boxes (100% recycled or recyclable) for our Corian washbasins, cushioned by innovative fully recyclable air tube technology. Please note that our packaging materials can, on occasion, be modified. At Riluxa, we consider it our duty to continuously explore and trial innovative packaging solutions, conscious that a damaged product that cannot be used has the greatest environmental cost.

For orders to destinations within the EU*, the UK and Switzerland, any applicable taxes and duties are included in the purchase price, with no additional fees due to the client. 

UK clarification: There will be no change to how you shop as a result of Brexit, meaning you will not be charged customs fees to receive your Riluxa goods.

*For deliveries to Malta, 18% VAT is not included in the purchase price and will thus be payable by the client upon receipt of the goods. For deliveries to Northern Cyprus, the client will be liable for importation duties. 

For orders to other destinations, including Norway, Iceland and Liechtenstein, we advise you to check with your customs office whether any additional tariffs must be paid when receiving products from the EU. 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.

When you place your order, a Riluxa account will be created automatically for you. Your Riluxa account enables you to check out faster, access your order history, easily track the status of your orders & the scheduled shipping date and view your invoice after your purchase has shipped. 

A link to your Riluxa account will be shared within your order confirmation email. You will also receive email updates throughout the fulfilment process.

As soon as your order leaves our factory, or our warehouse in the case of in-stock items, you will receive a Shipping Confirmation email containing the details of the transport company and full tracking information.

The delivery driver should call you to arrange delivery and it’s your responsibility to be available to accept on the specified day. If you are unable to be present, we recommend you appoint a representative to check the parcel and sign on your behalf. If that isn’t possible, the package may be returned. 

Please examine your parcel as soon as it arrives for any damage or variation from the order you placed. To avoid damaging any surfaces, open the packaging carefully and avoid the use of cutters or other sharp-edged tools. If you identify any damage, please advise Riluxa within 48 hours and provide photos of any damages. It’s always good practice to add the phase “Accepted, subject to a check of contents” when you sign for your goods. 

Your goods will be delivered kerbside and the delivery location must be accessible by a wide delivery truck. For larger items, it’s always good to have an extra pair of hands to help you bring the goods into your home. 

All Riluxa products come fully assembled, so you will simply need to arrange installation. We highly recommend our clients not to book installers before you have received and checked your products.  

We love what we make and we want you to love your Riluxa products every bit as much. We understand it may sometimes be necessary to return an item, so we’re delighted to offer a 14-day no-questions-asked Return Guarantee to our customers within the EU, the UK and Switzerland, so you can shop with complete peace of mind. 

Simply contact us by phone or email within 14 days of delivery to arrange the return. Items must be unused and be returned in their original packing to ensure they reach us in perfect condition. A small charge will apply to cover the cost of shipping (£/€/CHF50 for purchases below £/€/CHF500, or £/€/CHF90 above this amount). Once we process your request, we’ll refund you in full, including the original delivery cost, if applicable. 

Please note that made to order products are excluded from this guarantee and any such requests will be considered on a case-per-case basis. Beyond 14 days post-delivery, or for customers outside the UK, EU and Switzerland, no return or refund request will be accepted. 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.

When your order arrives, make sure you visually inspect your goods, especially if the packaging is damaged. If you identify damage, indicate on the delivery note that the package and/or goods were damaged and take photos of the damaged packaging and contents.

In all cases, we advise our clients to follow the good practice of adding the phrase “Accepted, subject to a check of contents”, when signing for your goods. 

You also need to contact Riluxa in writing within 48 hours of receipt of your order, by emailing support@riluxa.com. Please provide photos of the damage to the product and we’ll work with you to ensure a satisfactory outcome to your case. if we decide to return the goods, please make sure they’re packed in their original packaging and send us a picture of the product in its package. If your claim is not lodged within 48 hours, it greatly reduces the chance of insurance claims being accepted..

You should retain any damaged products/packaging for inspection. If you dispose of any damaged product/packaging before we’ve had the opportunity to inspect them, this could affect any claim for replacement.

If a product is returned due to damage or a fault for which Riluxa is liable, we will organise pickup and replace or refund the goods, including the delivery fee. 

Should you simply change your mind and decide to return your purchase, Riluxa will also organise pickup of your goods. A small charge will apply to cover the cost of shipping (£/€/CHF50 for purchases below £/€/CHF500, or £/€/CHF90 above this amount). Once we process your request, we’ll refund you in full, including the original delivery cost, if applicable.

Once we receive your returned goods, we will check they’re in their original packaging, unused and in perfect condition. We will then organise a refund via the same means of payment originally used for your purchase. Typically, this will be handled within 14 working days of the goods being received by Riluxa.