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ORDER CONFIRMATION

We ask that you triple check your order carefully prior to submission, as it cannot be changed once submitted. We will email you an order confirmation once you submit your order, with your invoice, order number and order total. We then send a second email once your order has been processed. Our courier service will then send you an email when your order is on it’s way, this will include a tracking number so you can track your parcel!

NOTE: IF YOU ARE SENDING TO A DIFFERENT ADDRESS/DIFFERENT PERSON (LIKE A GIFT): The courier/tracking email will be in the name of the receiver (not the person who made the order). So it will say “Hi (person’s name for who you are sending it to) here is your tracking number”.  We can’t change this…

ORDER STATUS

If you have created an account with us, you can check the status of your order at any time by clicking on ‘My Account’, signing in and viewing the ‘Status’ column of your order.

If you have checked out as a ‘guest’ please contact us at [email protected] – we will be happy to help.

If you have trouble resetting/retrieving your password and it gives you a message saying that your email is incorrect, chances are you checked out as a ‘guest’ and didn’t make an account with us.

PROCESSING TIMES

We try our best to process your order as soon as possible. Our processing times vary depending on when you place your order, how much work is involved (number of items we have to gift wrap) and how busy we are at the time. We will process your order on the same day that it’s placed (within our work hours). You will receive an email when we have completed processing your order and it’s ready to be picked up by our couriers.

SHIPPING INFORMATION + COSTS

Here’s some quick info about our shipping options and associated costings!

For orders under $100 there is a flat rate charge for delivery of $9.95 within Australia.
(This includes Signature on Delivery, Tracking and Insurance).

For orders above $100 we offer FREE delivery Australia-wide!
(This includes Signature on Delivery, Tracking and Insurance).

Please also note that our couriers cannot deliver directly to PO/GPO Boxes.
If the receiver is located in a isolated location or a hard to find address, please note this in the courier notes. In these cases, the courier will most likely leave at a nearby post office and contact the receiver to collect.

SIGNATURE ON DELIVERY / ATL

All our deliveries are ‘Signature on Delivery’ unless you select ‘Authority to Leave’ at checkout. You can also give us additional instructions on where to best leave your delivery- we will pass this onto our courier. Please note that if you do choose to give ‘Authority to Leave’, LUXAH can not take responsibility for any stolen/lost parcels once delivered. (The insurance will only cover damaged/lost goods while in transit).

EST. DELIVERY TIMES

AUSTRALIA WIDE DELIVERY

Please allow 2-7 business days to receive your order. Our couriers are usually super fast but if you are a bit concerned with delivery times, please email us and we can give you a better estimate based on where you live. Please let us know your SUBURB and STATE. All orders are dispatched from little’ol Adelaide, Australia. If you live in a regional area, country area, (or WA) your parcel may take longer to reach you. Please allow for 7-12 business days. (Business days are Monday to Friday, excluding public holidays).

EXPRESS DELIVERY

At the moment we do not offer express delivery as our main courier for this was Aust Post. They have let us (and our customers) down way too many times (reg. lost parcels, delayed deliveries etc) so we have decided to put express delivery on hold until we can find a cost effective and reliable courier for these deliveries. Our main courier service (in most cases) can beat express delivery times within certain areas, so please let us know if you would like a delivery time estimate to see if this would be a better option for you.

INTERNATIONAL ORDERS/DELIVERY

We deliver WORLDWIDE!

You can contact us [email protected] to arrange an order. We will quote you based on your parcel size and weight. Payment is made via PayPal Invoice where you can either use your PayPal account or credit card to pay.

If you would like to purchase more than one item send us a screenshot of your cart. Saves you time 😉

For International customers- Import duties, taxes and charges are not included in the item price or shipping charges. These charges are the buyer’s responsibility. Please check with your country’s customs office to determine what these additional costs will be.

BACK ORDERS

All products listed on Luxah are stored in our warehouse and are ready to go out to their new homes (unless the product is ‘out of stock’). However, some items we get shipped direct from the artist (such as artwork). For these products, there will be a note in the artwork’s description with an estimated time of shipping. If you purchase one of these products and also one that is held by Luxah, these products will be delivered separately to you.

You can see stock levels when you click on a product. If we are ‘out of stock’, you may request to be informed when we get a top-up by simply adding your email address into the submission box underneath the red ‘out of stock’ notification (on the products page).

ACCOUNT HOLDERS: If you are logged in using your Luxah Account, there’s no need to type in your email address. Simply click the ‘NOTIFY’ button, and you will be notified automatically when the products back in stock. You can keep track of all products on your ‘Waiting List’ by simply going into your ‘ACCOUNT’ and clicking ‘Waitlist’.

If you have your heart set on something and would like for us to set it aside for you, please email [email protected] we will be happy to help.

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