Frequently Asked Questions

Important Information

We are currently experiencing despatch delays of up to 2-4 business days. This is due to the high volume of shipments currently being processed through the Australian postal network, coupled with the extra COVID-19 safety requirements which slows down the process further. 

Please note that our team is processing orders as quickly as possible. 

We have also updated our shipping policy for all orders placed between Nov 1 and Dec 31 to ensure you have an amazing shopping experience: 

  • 60 day hassle-free return period 
  • Complimentary parcel insurance on all orders 
  • Guaranteed delivery or full refund 

We've extended our usual return timeframe for the festive season to ensure you shop with confidence this Christmas.

Any item bought between November 1st and December 31st 2020 can be returned within 60 days from the date of purchase. Valid on all online orders. 

Should your item not be quite right, please follow the steps below to return your item for a full refund on the product price.

Please note that all shipping costs associated will be at the expense of the buyer.

Do not hesitate to contact our support team at support@luvostore.com.au. 

By now we're all well aware of the severity of COVID-19 and probably exhausted by the anxiety of it all. While we definitely don't want to add the stress we do want to let you know how we're dealing with it here at Luvo.

Firstly, we'll continue to provide our beloved customers and staff with as much up to date information as possible. The second anything below changes you'll be the first to know. Our prime focus right now is the health and wellbeing of our people and customers.

We're continuing to operate, business as usual during this period, with greatly increased measures and precautions around personal hygiene, social distancing, staff segregation and office cleanliness.

Are you still shipping?

Yes we are. The government has advised that essential services, such as the postal service, will continue operating. As long as they're operating we'll be shipping!

Please note - There may be delays of up to 3 business days in dispatching your order due to the high volume currently being processed through the postal network, as well as all the additional COVID-19 safety measures that need to be adhered to.

Is it safe to receive parcels?

Yes it is. Based on information put out by the WHO, CDC, PHE and various other health authorities people receiving parcels are not at risk of contracting COVID-19. Also, to avoid unnecessary contact with delivery drivers, Australia Post has removed the need for signature on delivery and will be taking photos from a distance instead.

Will my parcel be delayed?

Yes, all postal services including Australia Post and Toll are reporting a huge increase in online orders and delays due to limited flights, which has greatly impacted and slowed delivery times for both standard and express services. Please be assured that they are doing everything they can do get your item to you safely. 


Due to the current circumstances Australia Post are unable to provide shipping estimates/timeframes. Please allow additional time for your order to be delivered.  More information on the impacts and delays can be found on their website here

What if I can't leave the house to return an item on time?

If you're unable to return an item on time due to quarantine, lockdown or any other reason, please contact us and we'll work with you to extend our return timeframe.

Customer Service

We'll still be available Monday to Friday to answer any questions or enquiries over email or live chat. Please do not hesitate to send us a message!

Changes For Us

On our side, we're following the recommendations provided by the WHO and Australian Government. Here's a snippet of what we've implemented:

1. Staff direction and education on the best hygiene practises, including washing of hands with soap frequently.
2. No person-to-person contact and to avoid touching other staff.
3. Social distancing as per the WHO and governments recommendations.
4. IT infrastructure has been set up to allow office staff to work from home should they require to do so.
5. Paperless systems are in place which minimise the need for contact between drivers, staff and customers.
6. Backup fulfilment warehouse staff are on standby to operate the warehouse should any staff enter isolation.
7. External visitor ban.
8. All cutlery has been removed from staff kitchens and staff are required to bring their own cutlery.

In addition to the above steps, if a staff member was to test positive for COVID-19, our cleaning contractors will be on call and will conduct a bio-hazard clean of the site within four hours of notification.

Our team is meeting regularly each week to review and update our response and ensure we're following the most up-to-date advice from the government and health authorities. Again, our prime focus right now is the health and wellbeing of our people and customers.

Lastly, our hearts and thoughts go out to the people and communities most impacted by this situation. Please follow the advice given by health authorities, practice social distancing and stay safe and healthy. Now more than ever it's important to reach out to your friends and family just to make sure everyone is doing okay.

We're at our best when we look out for one another.

Love Luvo 

Shipping

All orders are dispatched from our Sydney warehouse.

Unfortunately we currently only ship to Australian customers, however we have plans to expand internationally in 2021. 

Orders are shipped out from our warehouse Monday to Friday.

Orders placed before 8AM will be dispatched the same business day. Orders placed after this time may be dispatched the following day.

Please note - There may be delays of up to 3 business days in dispatching your order due to the high volume currently being processed through the postal network, as well as all the additional COVID-19 safety measures that need to be adhered to.

You will receive an email confirmation with your tracking number once your order has been shipped.  

Standard Post- is shipped via Australia Post and has an expected delivery time frame of up to 6 business days once dispatched (For Metro Areas Only - Please use the Aus Post Shipping calculator for a more accurate estimation). 

Extra large items such as our LUXE Vanity Mirror will be shipped via Allied Express. Please note that Allied Express cannot deliver to PO Boxes. 

Express Post- is shipped via Australia Post and is generally delivered within 3 business days (For Metro Areas Only - Please use the Aus Post Shipping calculator for a more accurate estimation). 

# Please note that there are currently delays with postal services due to Covid-19 and shipping timeframes cannot be guaranteed. If you choose express post, once dispatched, your order will be sent on the fastest service available. No refunds will be provided due to postal delays that are out of our control.

If you order has been delayed, please contact the carrier first for an update. If they are unable to resolve your enquiry first then please contact us at support@luvostore.com.au and we will investigate further

Please note - If your item get's lost in transit or arrives damaged, we will cover the full cost of the replacement.

 

Your tracking number can be found in the dispatch email notification. Please check your spam folder first before contacting our customer service team at support@luvostore.com.au.

It is common for parcels to arrive at separate times during this busy period. This is depends on how the courier packs the parcels into their vehicles and is out of our control.

Please check your tracking link for further information.


With Australia Post you'll be able to see a drop down on their tracking page. Each carton will have its own tracking number and you will be able to check the status of your delivery there.

With Allied Express it will show number of items in the Shipment details on their tracking page. 


After checking the above, if you are missing an item from your order, please contact support@luvostore.com.au and one of our customer representatives will assist you. 

Unfortunately, as orders are continuously being dispatched from an external warehouse we cannot guarantee that we are able to change or amend an order.

If cancellation is not possible you will need to follow our Change of Mind procedure for a refund (all shipping costs associated will be at the expense of the buyer). 

Once the order is dispatched, there is a possibility that Australia Post can redirect it to the correct address. Simply sign up for a MyPost account (with the same email address used to place the order), enter in your tracking number and you should then have the option to redirect your order. 

We encourage that you double check your delivery details before confirming payment as any costs due to incorrect details will be at the expense of the buyer. Nondelivery due to an incorrect address will not be eligible for any compensation from Luvo Store. 

For re-delivery due to a returned parcel please email support@luvostore.com.au with the correct shipping address. The re-shipping charge will be the same charge made in the order.

Returns

We've extended our usual return timeframe for the festive season to ensure you shop with confidence this Christmas.

Any item bought between November 1st and December 31st 2020 can be returned within 60 days from the date of purchase. Valid on all online orders.

Should your item not be quite right, please follow the steps below to return your item for a full refund on the product price.

Please note that all shipping costs associated will be at the expense of the buyer.

The product must be returned in perfect condition and original packaging in order for a refund to be eligible. A stock fee of $10 will be accounted for if the packaging is not in selling conditions. 

For faulty items please email support@luvostore.com.au first before processing a return.

If your return is due to change of mind and within our 30 day period - you will need to follow the instructions below. Please make sure that it is in perfect condition otherwise a refund of the product/s will not be eligible. Please note that all shipping costs associated will be at the expense of the buyer. 

It is the customer's responsibility to use a courier of their choice for the return.

You will need to send your return item/s to the following address:

LUVO STORE

PO BOX 152

SALISBURY QLD 4107

 

You MUST include a note with the following information attached:

- Full Name 

- Email Address Used

- Order Number

- Reason For Return

Failing to do so will result in an unknown return and we are unable to proceed further.

Once we receive the return, please allow up to 5 - 7 business days for the return to be assessed before a refund can be processed and make sure a tracking number is kept or recorded as evidence of delivery. 


Please note that the initial shipping cost is non-refundable. 

We do not offer exchanges. You are welcome to return your item (due to change of mind) within 30 days of receiving your order.

All shipping costs associated will be at the expense of the buyer. The item must be sent back to Luvo in original condition in order to receive a refund for the product price. A $10 re-stock fee will be accounted for if the packaging is not in selling conditions.

Once refunded; you can then place another order through our website for the product you desire.

It generally takes between 5- 7 business days to process a return item once we receive it.

It can take up to 10 business days for the money to be received back in your bank account.

Faulty Items

We are sorry to hear that you received a faulty or damaged item.

Broken items or missing parts must be reported to us within 14 days of delivery accompanied with any photo and video evidence or we are unable to claim against the shipping carrier. 

If you received a faulty or damaged item, please contact our support team as soon as possible so we can assist you in getting a replacement.

Professional Ring Lights (12", 18", 19")

All Professional Ring Light come with a 3 year warranty against defects under normal operating conditions. This includes electrical faults.

Crystal Vanity Mirror

Our Crystal Vanity Mirrors come with a 3 year warranty against defects under normal operating conditions. This includes electrical faults.

All Other Products

All other products will come with a standard 1 year warranty against defects under normal operating conditions.

How To Claim

We strongly recommend buyers to keep the packaging in case it is needed for a return, especially with electrical/ large items. Luvo will not be responsible for the re-packaging fragile items and it is up to the customer to package the item for a safe return.

If you believe your item is faulty - please email support@luvostore.com.au with the following included: 

- Order number (5 digits) 

- Any accompany photos or videos of the faulty item 

- A clear explanation of the fault

The item must be returned preferably in its original/ appropriate packaging and must include all parts in order to be eligible for a refund/ replacement.  

We do not offer pick up services so it is the customer's responsibility to take the item/s to the courier (local post office) for the return.

Please note: All free accessories included in a kit will not be included in the warranty and will receive 30 days if a replacement is needed.

After this period Luvo will still offer a free replacement but the expense of shipping will be at the buyer’s expense. 

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