Our COVID-19 Update

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!

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.

When will my return be processed?

Please note that, from April, items returned for an exchange or refund will be processed on Fridays only. This is due to extra safety precautions put in place to keep our staff safe.

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 

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