Theluxuriate Reviews 

They count on buyers not reading the fine print. For example they advertised a sale in large font “$109 starter pack” however when you check out in small font you are actually agreeing to be charged another $59 before it is shipped AND signing on to a subscription ( to cancel this subscription you have to pay money). All of this is easy to miss if not paying attention, because the main print you see is that you are paying $109 today through the check out. This company should be held accountable, I have never experienced a company to be so deceptive before. They essentially advertise as though the starter pack includes the large candle insert, with their fancy images, but actually you have to separately pay for the candle insert before it is shipped.

They also claim to offer 30day change of mind returns but what they don’t make clear is YOU pay the shipping cost for a large heavy parcel - it costs a lot!

This company has also decided to save money on bubble wrap / sufficient packaging rather than prioritising the customer receiving an unbroken product. There are a lot of people complaining online that they received a broken product and got no refund, they make the return policy so difficult that people give up.

This is deceptive marketing and terrible customer service coated in luxury branding. The experience has honestly been so strange. I will be reporting this company to the Australian Competition and Consumer Commission.

For those interested in reading the extended version of my return experience so far:

I asked for my 30day return, multiple messages, no response at all. Eventually they sent me a return email, in this email
they still do not state that I am responsible for return postage fees, they don’t directly tell you this. I’m assuming this information is in fine print somewhere in terms and conditions or in return policy however to not clearly state this to the customer when overtly advertising 30day return on your website is deceptive.

They provide you with no parcel label to stick on your parcel, understanding the return address was not straight forward or clear. They attach a form to put inside your parcel (with the return address in one of the paragraphs). You have to fill out this form manually, information like your order number. (zero effort on their behalf).
The worst part is you have to sign this form stating that you are responsible for if it breaks on the return journey - and advise you to use bubble wrap. However the parcel they send you has NO BUBBLE WRAP. The parcel I received had a bit of paper as protection, and lots of space for the products to jump around in the box. So I will be returning the parcel exactly as it arrived, yet I will not receive a refund if it breaks in transit? That makes no sense.

At this point I am starting to wonder that if I spend money on returning this box, can I even trust this company to give me a refund?

Wow. There are a lot of negative reviews on here, and I cannot say I experienced the same at all!
Some time ago I placed an order for one of these beautiful stone candle vessels, later realising I'd signed up to a subscription that I perhaps couldn't sustain at the time and decided to opt out. I received no resistance on this and was given a refund/cancelled order without an issue.
Recently I decided it was time to jump on the fantastic deal, the stone itself heavily discounted, and the commitment to refill the candle every 3 months with only 2 follow-up orders required if I decide to cancel at any time. I thought this was reasonable enough for me to give a try.
The order arrived yesterday, and let me tell you, the packaging was totally sufficient; the stone and candle arriving in perfect condition. Absolutely stunningggg piece. I chose the Pistachio scent, which is delightful! Very happy with the service, communication and quality of my purchased product. Thank you! Very much looking forward to switching scent for the next order so I can try some other fragrances!

Extremely disappointing experience

After waiting weeks for our Green Onyx candle holder, it finally arrived completely smashed. For such a heavy, fragile and expensive item, it was astonishingly wrapped in paper with no bubble wrap or substantial protection.

Customer support has also been poor, which only adds to the frustration after such a long wait.

For a company marketing itself as luxury, the packaging, delivery experience and customer service have been anything but. I’d think twice before ordering.

I never ordered an item. Yet I am a UGC creator, businesses send me their items and I review it. I was nothing but kind, I introduced myself and they left me on seen. Then I messaged again. Still kind. I asked if they could let me know whether or not they’d like too and that I’d like an answer. No answer, left on seen. So I told them I’d leave a review. Here I am now. Giving that review.

Hospitality? 0/10
Kindness? 0/10

I’m upset because they looked like a great business. ;(

( I am not the actual UGC creator, better yet I have been in charge of messaging companies. Call me her manager ;) )

Horrible experience. Shipping times are extremely long and unreliable. My items were suppose to ship over 10 days ago but it still hasn’t been sent yet.

Their starter pack also includes a candle refill subscription that cannot be cancelled. I only found out about this after reading their fine prints and FAQ.

Honestly this company is a joke. I ordered over 2 months ago. Have sent several emails asking for an update for the item that was meant to be dispatched over 6 weeks ago but has still not been sent! I asked for my order to be cancelled which they "confirmed" however no refund was issued. Currently awaiting a charge back. Avoid at all cost!!!

Update: The response below is grossly inaccurate and does not reflect the interaction that occurred.
I initially asked about delivery timeframes because I was moving. At no point was I advised that my order had been paused while you waited for confirmation of my new address. Once I confirmed the new address, I was specifically told it had been updated and that my order was being dispatched. More than a week later, it was still sitting as “processing.”

Please do not try to portray me as an unreasonable customer for expecting the bare minimum: honesty about delivery timeframes and accurate information about whether an order has actually been processed or dispatched.
If an order has not been processed, don't tell a customer it is being processed. If it has not been dispatched, don't tell them it is being dispatched. It's really that simple.

Given the prices you charge, I don't think expecting clear and truthful communication is unreasonable. The service I received was horrendous, and the repeated misinformation and delays are absolutely justification for a 1-star review.

Horrible to cancel subscription. I ordered without realising that when you do so you also get a subscription that very much looks for life! I contacted several times the brand and it is just a nightmare to cancel it. I would NOT recommend it. The candle holder are lovely but the business model is horrendous

The stone holder and candle is lovely, that I can't fault. However, I bought this just as a gift for a dear friend, but got stuck with a 'subscription' of refills that can't be cancelled unless I pay $100... A subscription for a candle? Really? If you are going to have a sale, do exactly that. Have a product and a discounted price of your choosing. But don't trap people in this rort. The problems didn't end there, the site did state the orders for the candle would be shipped on a specific date because of pre-order. All fine as I was aware of that. Only for it to not be shipped on that date at all and me having to email and follow up. The delivery time is beyond a joke so don't expect your order over 3+ weeks! If I was you, I would just purchase these candles through David Jones or other to save yourself the pain and money!

I placed an order in May, 2026. The order was supposed to be delivered by June 6th. I've sent 4 emails and each person (I don't know if they are humans or AI) understands my frustration and they will investigate. Today is July 1, and I still don't have it. Luxuriate received payment in May. I am furious!!!

This company uses fraudulent practices and dupes the customer with subscription refills and sends "second" quality stone candle receptacles, while the customer initially purchases first quality. Bait and switch. Customer service is virtually non-existent and rarely resolves disputes. Shipping/packaging subpar.

I rarely leave negative reviews, but after repeated issues, I feel compelled to share my experience.

I have been a paying member and loyal customer, yet almost every order has involved some kind of problem. Orders routinely arrive weeks later than promised, packages are delivered to the wrong location, items go missing, or shipments are inexplicably split up.

My latest order was the final straw. I was expecting three membership candles and received only one candle in an enormous box. Despite having delivery instructions on file, the package was left outside my building in New York City instead of at my apartment door. I am now missing two candles and have no idea where they are.

What's particularly frustrating is that I specifically requested my candles be shipped together because Luxuriate's fulfillment process is so slow and unreliable. Products often take 30 days or more to arrive, and by the time they do, there is always some new issue to deal with. Instead, my order was split, resulting in additional confusion and missing products.

I currently own two $300 candleholders that I can't even use because the company can't seem to successfully deliver the candles that go with them. At this point, I don't feel comfortable ordering gifts from Luxuriate because I have no confidence they'll arrive correctly or on time.

The products may be marketed as luxury, but the customer experience is anything but. Luxury pricing should come with reliable fulfillment, accurate deliveries, and responsive customer service. Instead, I've experienced repeated delays, missing items, delivery failures, and endless frustration.

For a brand that positions itself as premium, the operational execution is shockingly poor. After multiple chances and repeated disappointments, I can no longer recommend this company.

Yet to receive my order despite the website saying sales items would arrive in 10 days. It is now 3 weeks, apparently it will arrive this week. What is super frustrating is I have received countless emails from the company with new offers, sales etc, and I haven't even received the first order! I didn't order a custom piece, it is a piece from their seconds sale, so there should be no reason for it to take 3 weeks to arrive from one capital city to another.

I found their subscription model to be confusing and I very much felt locked into buying all the refills. When I tried to negotiate with their customer service, I received a very terse and catty reply - really unprofessional! I cannot recommend this product or service at all. BUYER BEWARE.

Terrible service! Do not get sucked it!

AVOID!!! TERRIBLE!!!!!!!!!!!!!!!!!!!!!!!!!!
Damaged jars which they will not refund despite sending pictures of them and the damaged box which they arrived in. Extremely poor customer service.
BUY ELSEWHERE!!!!!!!!!!

The product is beautiful, when it eventually arrives, months later
They deleted all their negative reviews which were 9/10 on fb
Everyone complaining of the same issues
Id love to buy another as it is stunning and quality but i just cant go through that again unfortunately
So many ppl inquiring where their products are, why their months late in delivery or damaged
Expensive
Its a shame the company couldn't take on ALL the feedback and concerns and simply improve to impress

Huge delays!!! Don't buy unless you want to chase your order up over and over and over and over with no accountability. These are expensive candles which aren't exactly unique - the vase locks you into buying them again (as they fit the vase) however you just enter into a very frustrating relationship with a brand that cannot fulfil their orders or obligation. There are 6-10 week shipment delays with no accountability or transparency from the brand. They lock you into the minimum commitment despite not being to even fulfil the items and will not let you cancel a subscription or issue any refunds despite NOTHING arriving and no path to get the items either.

The product is beautiful. Highly recommend

Absolutely the worst company to deal with I’ve EVER come across. Absolutely nothing is cancellable, even if it’s not shipped, in 1 months time, 2 months time… delivered damaged… nope, too bad. You’re having it and they’ll continue to take your money. Absolute thieves. Only resolution is to go thru the card provider as this company is a total bunch of theives.