Shipping & Returns

 

Where do you ship my order from?

Orders are dispatched from a warehouse in Sydney, Australia. 

 

Do you ship internationally? 

We currently only ship within Australia. 

 

How long does it take for my item to be shipped?

Orders placed before 8AM will be shipped the same business day unless stated otherwise.  

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

 

How long will it take to receive my item?

Standard Post - is shipped via Australia Post and has an expected delivery time frame of up to 6 business days once dispatched (depending on location). 

Extra large items such as our LUXE Vanity Mirror will be shipped via MyToll. 

Express Post - is shipped via Australia Post and is next business day delivery once dispatched (depending on location). 

The cost will vary depending on the item weight and location - this will be calculated at check out. 

You can find a more accurate estimation through the Australia Post 'Postage Calculator' tool here: 

https://auspost.com.au/parcels-mail/calculate-postage-delivery-times/#/ 

The order will be shipped from Erskine Park, 2759.

 

Please note: Shipping timeframes are provided by our shipping providers. Whilst most packages do arrive within the timeframe given please understand Luvo is not responsible for any delays or errors caused by the carrier once tracking states the lodge from our side. Please contact the carrier first for an update and if the issue persist please email support@luvostore.com.au and we will investigate further. We will ensure your package is received. 

 

What is my tracking number?

Your tracking number can be found in the dispatch email notification.

 

I am missing an item from my order

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

 

I received a faulty or damaged item

Please check your order has arrived undamaged before signing for it. If the outer packaging is not in perfect condition, you must sign for the delivery as 'damaged'. 

Broken items or missing parts must be reported to us within 14 days of delivery accompanied with any photo/ 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 further. 

 

I put in the wrong delivery address, what do I do?

Unfortunately, as orders are continuously being dispatched from an external warehouse we are unable to change the address that was used to make the order and we cannot guarantee the cancellation of your order. If your order has been 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.

 

What is your return period?

If you are unhappy with your item or change of mind, you are welcome to return it within 14 days of receiving it. All shipping costs will be at the buyers expense. 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 all our Hollywood Makeup Mirrors a 10% re-stock fee will be applied due to the labour and materials required to repackage the item.

 

How do I process a return?

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 14 day period - you will need to follow the instructions below. Please make sure that it is in perfect condition otherwise a full refund will not be eligible. 

 

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

LUVO STORE

PO BOX 152

SALISBURY QLD 4107

 

Please include a note with the following information attached:

- Full Name 

- Email Address Used

- Order Number

- Reason For 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.

 

My item no longer works, am I eligible for a replacement/ refund? 

All products will come with a standard 1 year warranty against defects under normal operating conditions. All freight costs will be included within the warranty if Luvo can see that the item is clearly faulty through emails. 

Faulty items over 60 days from purchase date will not be eligible for a full refund and only a replacement or store credit will be issued. 

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  packaging and must include all parts in order to be eligible. We highly recommend for customers to keep the original packaging incase the item is needed for a return. 

Please note: All free accessories included in a kit will not be included in the warranty and will receive 14 days if a replacement is needed. After this period Luvo will offer a replacement but the expense of shipping and product cost will be at the buyer’s expense. 

 

I ordered the incorrect product, am I able to get an exchange? 

You are welcome to return your item (due to change of mind) within 14 days of receiving your order. All shipping costs 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. A $10 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.

 

How long does it take to process a return item?

It generally takes between 5 business days to process a return item but please allow up to 7 business days.

 

 

How long does it take to receive my refunded funds?

Refunds can take up to 5 business days to show up in your account. This is in addition to the processing time stated above. Therefore, it can take up to 10 business days for the entire process to be completed. 

 

 

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