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SHIPPING

Once you have placed your order you will receive a confirmation email. If you do not receive a confirmation email please contact us directly at info@luisaluxe.com.

All orders require 2-3 days of processing with expected shipping by or before the 4th business day from date of order. For urgent orders please purchase Priority Processing and/or Express shipping. You may also email info@luisaluxe.com before placing the order to ensure we are able to get it to you before your required date. Express shipping is not the same as Priority Processing, and only relates to Express Postage once order is shipped via Australia Post Express. Priority Processing means order will be pushed to the priority packing and can be expected to be shipped within 48 hours. Emails are usually responded to within 24 hours, except during peak times in which response times may vary (Black Friday week, Christmas time and Boxing day, etc.). 

If items are lost in the post Luisa Luxe reserves the right to send out a replacement. Items that are delayed due to Sendle, Australia Post, Aramex or DHL are not covered for a refund if they are successfully delivered or not, even if not on time. 



Shipping Methods & Costs 

Australian Standard Shipping Costs - FREE for orders over $50

Australia Express Shipping Costs - $10.00

International Standard Shipping Costs - $25.00

Please note international orders may attract customs duties and taxes. As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to. As we are unable to advise the amount this may be, please check with your local customs authority prior to placing an order.

Tracking Queries

Australia and New Zealand

Please allow up to 5 working days before querying your parcel. All orders will be sent via Australia Post or Sendle, you will be sent a tracking number. Please consult the Australia Post website or link received in from your Shipping email before emailing us at info@luisaluxe.com with your name, address and order number.

International

Please allow 7 - 14 business days. All orders will be sent via Australia Post, please check your tracking number on their website, if you have further queries after 14 business days please email us at info@luisaluxe.com with your name, address and order number. Please understand that any custom/border delays due to internal postal delays or Covid-19 are out of our control, refunds will not be permitted for delays on items unless they are deemed lost by postal service. 

Important Information

·        We are unable to redirect orders once they have been dispatched.

·        If you receive a collection slip in your letterbox to pick up your parcel from the nearest post office, please do so ASAP or it will be sent 'return to sender' after a certain time and you will be responsible for postage charges for Luisa Luxe to return it to you.

·        Any return to sender items due to an error on the purchasers end will not be refunded and a second postage charge will be required to resend the items. 

·        If your Australia Post or Sendle tracking number shows that your parcel has been delivered Luisa Luxe are not responsible for replacement. We recommend not choosing the 'Safe Drop' option as you will not be covered. 

·        Any damaged goods during transit will be exchanged after the damaged product is returned to Luisa Luxe within 7 days. Please check any further details about faults, refunds, exchanges and warranties here - Returns Policy (luisaluxe.com)

 

Cancellations

Once an order is submitted we are unable to change or cancel the order if already in production. 

GST & Sales Tax

Please note that GST and tax calculations are based on the country specified in your shipping address.