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 (Once in Transit- this email will contain your Tracking info)
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 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.
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.
*Same day dispatch is available for all orders placed before 11am Monday-Friday. On occasion there may be delays to courier pickup times (when it’s Christmas season or if a driver is off sick.)
// CHRISTMAS – NEW YEAR CLOSURE DATES //
Luxah will be closed from 21st Dec 2018 – 2nd Jan 2019
luxah.com.au will be up and running during this time, however orders wont be processed until the 2nd Jan.
You can still contact us with any questions during this time > [email protected]
// CHRISTMAS DELIVERY CUT OFF DATES //
Note: Our cut off dates have some wiggle room just to allow for courier delays. Please be aware that all couriers are busy during this time of the year. It’s better to get your orders in asap for best chances of receiving before Christmas. Please feel free to email us to double check the estimated delivery times for your specific area if you have any concerns. x
International Orders – // PASSED //
WA, NT, Far North Queensland + Remote Areas/Adelaide Regional – // PASSED //
Interstate (outside Adelaide) Metro Areas – 17th Monday December (please place your order before 11am on the 17th)
Adelaide – 19th Wednesday December
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, (especially in 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). Please see below our delivery (estimates) for Metro Areas.
At the moment we do not offer ‘express delivery’ at checkout. However, if you need to get your order super fast, we can process it as ‘Urgent’ and organise express shipping for you (separate from the website).
Processing your order as ‘Urgent’ means that it will jump the que (be processed before other orders) and we will organise a 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 need to contact us at [email protected] to organise an ‘Urgent’ order. We will need to know your full delivery address and the items in which you would like to purchase (BEFORE YOU PLACE YOUR ORDER). We will then let you know of the shipping costs and if you okay them, we will ask you to place an order via the website (like normal) and we will send you a separate invoice for the shipping. Once your shipping invoice has been paid, your order will be processed as ‘Urgent’.
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 a custom link on our website, 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.
*We currently are not shipping to Mexico, South Africa, North Korea, Iran, Syria, Yemen, Guatemala, Portugal & Afghanistan due to unreliable postal services.
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.