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Online shopping can be convenient, but not so much when things go wrong.
…We know that sinking feeling you get when you have received a parcel to find that your much awaited for purchase has been damaged in transit or it’s not quiet as you would have expected…
…And as we would hate to admit this sometimes… Luxah is run by humans, not Superhuman Gift Fairies. We can make mistakes from time to time..
Please see below for options on how we can fix this!
RETURNS DUE TO CHANGE OF MIND
You can return full priced merchandise due to change of mind, providing you return the goods in their original condition, and have contacted the Luxah team prior to sending the goods back.
Please contact us within 14 days of receiving your order. One of our friendly staff will provide you with a return order number and our office address.
If you are returning goods from outside Australia, you should mark that it is a ‘return’ on the consignment note to avoid possible customs duties and taxes.
We recommend you take out insurance and track your return as Luxah will not be held responsible for any missing returns.
Upon receipt of the merchandise, Luxah will refund you the purchase price of the merchandise, less ANY shipping costs and Fees*;
SHIPPING COSTS: Please be aware that this includes the shipping that we paid to send your order to you initially. If your order was under $75 and you paid shipping costs at checkout, you will be charged the difference (IF ANY).
If you are an international customer, you will be charged the difference if the postage was over the $40 flat rate.
TRANSACTION FEES: Transaction Fees only apply to AfterPay purchases. If you would like to return an order that you purchased using Afterpay, there is a fee of 6% and 30cents (of your total order sum).
// ALL ORDERS WILL HAVE DIFFERENT COSTINGS AND FEES ASSOCIATED WITH IT, SO PLEASE FEEL FREE TO CONTACT US TO SEE WHAT THEY ARE BEFORE STARTING YOUR RETURN CLAIM //
Please allow 10 business days from the day you return the merchandise to Luxah for the credit to appear on your statement.
Unfortunately, Luxah cannot offer change of mind returns on sale items , opened goods or earrings (due to hygiene issues).
SIZING EXCHANGES: If you need to send your order back to us to exchange for a different size, we will accept it. Just contact us 🙂 No fees, you’ll just have to pay for postage costs for the return and then postage to send the replacement back to you.
RETURNS DUE TO RECEIVING THE WRONG ITEMS
Ooops! Looks like our lacking ‘superhuman gift fairy powers’ have let us down.. we made a mistake… we are really sorry! Please contact us ([email protected]) with your proof of purchase and a short description of what you received and what you should have received. Please make sure you do this within 14 days of receiving your purchase. One of our friendly staff will get you sorted. Luxah will reimburse you for any shipping costs if you need to return the item(s).
RETURNS FOR FAULTY OR DAMAGED GOODS
Luxah will gladly refund (or exchange if stock is available) for any faulty merchandise if we are notified of the fault within 14 days of receiving your order.
Please email Luxah ([email protected]) with photographic evidence of the fault, also provide us with your receipt number. Luxah will be in touch within 1-2 business days. If it is necessary to return the merchandise, we will organise shipping for you at our expense.
Any refunds will be credited against the original payment method. Please allow 1-7 business days for the credit to appear on your statement. Exchanges will be organised as soon as returned items have been received by Luxah.
You are able to cancel an order that has already been processed (providing it hasn’t been picked up by our couriers). In order to do this, please make sure that you notify us of your intentions to cancel via email [email protected] and we will let you know the status of your order and whether we can cancel our couriers in time.
Please be aware that there is a $15 processing fee (plus a fee of 6% and 30cents for *Afterpay purchases only*) which will be deducted from your refund. If your order has been cancelled before it’s been ‘Processed’, the cancellation fee is $5 (plus additional Afterpay fees – no additional fees for Stripe or PayPal).
For all enquiries regarding returns/exchanges/refunds please email us: [email protected]
If you would like to speak to a person over the phone, please send us an email with your best contact number and we will give you a call 🙂 We had to take down our contact number as we were getting too many marketing/sales calls. We are a small team and would rather spend our time working for our customers.
Luxah is committed to providing you with the best customer experience EVER! no, joke, this is super important to us. So, please reach out to us if you are not 100% happy with anything regarding your Luxah experience. x