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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 RECEIVING THE WRONG ITEMS/ MISSING 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 / what you should have received. Please make sure you do this ASAP (within 7 days of receiving your order). One of our friendly staff will get you sorted. Luxah will pay for any associated shipping costs 🙂
NOTE: If you are claiming missing items and stock levels show no discrepancy, we will have to check our security cameras in our packing zones. Please be aware that this can take up to 2 business days. let us know ASAP (and take a photo) if you believe your order has been tampered with at the time of receiving your order.
RETURNS FOR FAULTY OR DAMAGED GOODS
Luxah will gladly Refund, provide Store Credit or Exchange (if stock is available) for any faulty merchandise or merchandise damaged in transit.
Please email Luxah ([email protected]) with photographic evidence of the fault/damage, also provide us with your receipt number as soon as possible after receiving your order. 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/Store Credit will be actioned as soon as returned items have been received by Luxah.
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.
You are able to cancel an order 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 ask you if you would like a refund or store credit (see below for details).
At the present time we only deduct the transaction provider fee if you request a refund. AfterPay (6% + 30cents) or Stripe Credit Card (1.75% + 30cents) These fees won’t be deducted if you opt for a Luxah store credit or checked out using PayPal. (This is due to Afterpay and Stripe not refunding transaction fees on refunds).
If your order has already been processed at time of cancellation, there is a $3 processing fee ($5 if your order was gift wrapped) which will be deducted from your store credit or refund.
Shipping fees are not applicable if your order has been cancelled before courier pickup.
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 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.
Upon receipt of the merchandise, Luxah will give you a Store Credit for the purchase price of the merchandise, less any additional fees:
Please be aware that there is a $3 processing fee ($5 if your order was gift wrapped) which will be deducted from your Store Credit.
Please be aware that this is the shipping cost to send your order to you originally. We are unable to refund/gift credit for Shipping costs unless you cancelled your order before it has left Luxah (Please refer to ‘Cancelled orders’ above).
IMPORTANT: Luxah cannot offer change of mind returns on sale items, opened goods (where packaging has been damaged or missing) or earrings (even if you say you haven’t worn the items). Not applicable for Cancelled orders.
We recommend you take out insurance and track your return as Luxah will not be held responsible for any missing returns.
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 you guys.
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