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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, the purchase WASN’T made using Afterpay and as long as you 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. Please clearly state this ‘return order number’ on a print out of your receipt (proof of purchase) along with your return to our head office:
Customer Service Att. Nikki
LUXAH Gifts & Homewares
118A Glen Osmond Road
Parkside, South Australia, 5063
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; (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). These shipping costs will be deducted from your refund. Feel free to contact us to see what these fees will be prior to starting your return claim.
If you are an international customer, you will be charged the difference if the postage was over the $40 flat rate. These shipping costs will be deducted from your refund. Feel free to contact us to see what these fees will be prior to 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, earrings (due to hygiene issues) and purchases made using Afterpay. If your purchase was made using Afterpay and you would like to exchange for say 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 (firstname.lastname@example.org) 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@example.com) 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.
We are one of the few stores that allow you 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 firstname.lastname@example.org 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 involved (which will be deducted from your refund amount).
For all enquiries regarding returns/exchanges/refunds please email us: email@example.com
If you would like to talk to us over the phone, you can contact us on +16 0405 913 206
Luxah is committed to providing you with the best customer experience ever! and look forward to welcoming you back soon.