As a small Aussie business, we are extremely grateful for your support during this time of uncertainty. <3
Luxah has an isolated warehouse which is only accessible by our small team and couriers. We have activated strict hygiene procedures. Please allow at least 1 full business day for processing. We will still aim to get your orders out asap but we have noticed slight delays due to cleaning procedures. Thank you for your understanding x
There has been reported delays due to cancelled flights and boarder restrictions.
MOST OF OUR PARCELS ARE SENT VIA COURIER: Our couriers have advised us that we could experience delays of 1-5 business days from ETA dates within Aust. So far 90% of parcels have arrived on time, 10% of parcels have been delayed by 2 business days (MAX). (Courier response to Covid19)
Some rural orders are delivered via Aust post. These can experience delays of up to 3 business days. (Aust Post response to Covid19)
There has been reported delays for International orders. These can take up to 3 extra weeks to arrive.
As advised by our couriers, we will be automatically marking all orders as ATL. This will assure our couriers and customers are protected against unnecessary contact. Please only supply us with an address where your order can be left safely out of sight (You can give us specific details on where best to leave your parcel in your courier notes at checkout).
To keep you informed of the status of your order, you will be sent notification emails;
> Order Received Email (Summary and Invoice – Straight after Checkout)
> Order Ready For Dispatch Email (Once your order has been booked in for courier pickup)
> Order Is On Its Way Email (This email will contain your tracking and will be from the courier service)
NOTE: IF YOU ARE SENDING DIRECT TO THE GIFT RECIPIENT (AS 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 Delivered Email / We Missed You Email (will depend on if you selected ATL or Signature on delivery)
(If you don’t receive these emails, please check your junk folder)
If you have created an account with us, you can also 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.
EST. DELIVERY TIMESAUSTRALIA WIDE DELIVERY – SEE BELOW FOR INTERNATIONAL 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 are sending to. Please let us know the SUBURB and STATE. If you are sending to a regional area, country area, (especially in WA) your parcel may take longer to reach it’s destination. Please allow for 7-12 business days. (Business days are Monday to Friday, excluding public holidays) All orders are dispatched from Adelaide, South Australia. Please see below our delivery estimates for Metro Areas.
URGENT ORDERS (EXPRESS DELIVERY)
Processing your order as ‘Urgent’ means that you will be allocated a customer service rep who will personally process (organise) your order and will find the best quote for the fastest courier/Aust Post Express. *Please keep in mind that you won’t be able to take advantage of our flat rate delivery of $9.95 under $100 or free delivery over $100. You will pay the cost price of express delivery.
You will need to contact us at [email protected] to organise an ‘Urgent’ order. We will need to know the following information:
– Your Full Name (and) Recipients Name (if applicable):
– Contact Number:
– Your Address (and) Delivery Address (if different):
– Items you would like to purchase:
– Gift Wrap choice (if applicable):
Your customer service rep will then create a custom link for you to checkout securely on the website. Once payment is made, we will process your order as ‘Urgent’.
All ‘Urgent Orders’ are processed within 1 hour of us receiving your payment. Monday-Friday excluding public holidays.
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.
*Same day dispatch is available for most orders placed before 11am Monday-Friday. On occasion there may be delays to courier pickup times (this is out of our control as we outsource the delivery of our parcels). On occasion, a next day dispatch option can be faster than a same day dispatch (depending on courier ETA times- we use a number of different couriers). In these cases we will select the fastest delivery option over ‘same day dispatch’.
SHIPPING INFORMATION + COSTS
Here’s some quick info about our shipping options and associated costings!
Orders under $100 (flat rate charge) $9.95 within Australia.
(Signature on Delivery, Tracking and Insurance Included).
Orders over $100 – FREE delivery Australia-wide!
(Signature on Delivery, Tracking and Insurance Included).
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.
Please check your delivery address to make sure all details have been entered correctly. If your order is returned to us due to incorrect/insufficient delivery address, you will be charged the cost price to resend the order back out to you.
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.
If you would like to purchase more than one item send us a screenshot of your cart.
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.
*We currently are not shipping to Mexico, South Africa, North Korea, Iran, Syria, Yemen, Guatemala, Portugal & Afghanistan due to unreliable postal services.
SIGNATURE ON DELIVERY / AUTHORITY TO LEAVE (ATL)
You will have an opportunity at checkout to select ‘Signature on Delivery’ or ‘Authority to Leave'(ATL). 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. Please make sure that there is a safe place to leave the parcel before checking out with ATL. Some regional deliveries will automatically have ATL (Please give us additional instructions so they can be left in a safe place).
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.