Shipping & Returns

WHERE DO YOU DELIVER TO AND HOW MUCH DOES DELIVERY COST?

Delivery to Australia and New Zealand addresses is free for all orders $150 and over. Orders under $150 are charged a flat rate delivery fee of $14.95 for delivery to Australia and New Zealand.  For delivery to all other parts of the world delivery is charged based on the weight and dimensions of the products ordered and is calculated prior to checkout.  

 

HOW LONG DOES IT TAKE FOR THE ORDER TO BE DELIVERED?

For in stock items, we expect orders to be packed within 24 hours of when the order has been placed (excluding weekends). Once your order has been shipped we will notify you via email, we expect the parcel to arrive within 4 to 10 business days for Australia & New Zealand.

DELIVERY DELAYS
We operate our warehouse Monday to Friday (excluding public holidays) and we aim to dispatch orders within 24 to 48 hours, as soon as your order is ready to be collected by the carrier an email confirmation with a tracking number/link will be sent.

WALLPAPER ORDERS
All our wallpaper is made to order, please allow up to 7 days production prior to dispatch. 

 

CAN I TRACK MY ORDER?

Once your order is ready to be shipped/collected by the carrier, we will upload your tracking details and send a link by email. Please note that there may not be any tracking information or estimated date of delivery until the parcel has been scanned by the carrier and the tracking details updated.

 

Should you wish to cancel your order, please contact us with your order details at service@luxotic.com.au for wallpaper orders please choose carefully, our wallpapers are made to order and cannot be cancelled once we have started production.

 

Should you wish to change your delivery address, please contact us with your order details at service@luxotic.com.au. Please note that if your order has already been packed and ready for pick up we may not be able to amend the address and once in the hands of the carrier we cannot alter the delivery address. 

 

Should you wish to return your order, you have 30 days to return the order from the date of purchase for a full refund. All returns items must be in the original sealed packaging and must be unused and undamaged. Please contact us with your order details at service@luxotic.com.au. Once we have been contacted we will advise you the steps in having the product returned to us.

For Bedding Products; Please choose carefully when selecting your quilt, toppers, pillows and cushion inserts as there is no exchange on these items once the product has been opened due to health reasons, unless the product is faulty. 

For Products Made to Order; Please note our wallpapers are made to order and cannot be cancelled once we have started production.

For Products marked Clearance; Please note that sale of items marked for clearance are final will not be eligible for return or refund unless faulty.  Please select these items carefully before purchasing.

 

WHAT IS YOUR RETURNS POLICY?

You may return new, unopened items (excluding bedding, made to order and clearance items detailed above) within 30 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).  If you decide to return your item then we'll refund the purchase price, less the delivery fee. Some of our products can be offered with free delivery. Please be aware that if you return one of these products our flat rate delivery fee of $14.95 will be deducted from your refund. The item must be returned in its original condition and in its original packing so that we can endeavour to re-sell it.

You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

If you need to return an item, simply email us at service@luxotic.com.au to let us know you want to return an item, and we will guide you through the process from there. We'll notify you via e-mail of your refund once we've received and processed the returned item.

Please note that items marked for clearance will not be eligible for return or refund unless faulty.  For hygiene reasons, unless the item is faulty, we are unable to exchange or refund Quilts, Pillows, Toppers and Mattress Protectors.  Made to order wallpaper cannot be returned unless faulty. Please select these items carefully before purchasing.