Shipping & Returns
Luxivai ships to every state and territory in Australia from South Morang, Victoria. This page explains delivery costs, delivery times and how to return an item.
Shipping
| Where we ship | Australia only (all states and territories, including PO Boxes) |
| Shipping cost | Flat rate of $9 AUD per order, however many items you buy |
| Processing time | 3–5 business days to pack and dispatch your order |
| Total delivery time | 5–12 business days from order to your door |
| Tracking | When your order ships, we email you a confirmation with tracking details where available |
Delivery times are estimates. Remote areas and busy periods such as Black Friday and Christmas can add a few days. If your order hasn’t arrived within 15 business days, email info@luxivai.com with your order number and we’ll follow it up with the carrier.
Returns & refunds
30-day change-of-mind returns
If you change your mind, you can return an item within 30 days of delivery for a refund to your original payment method. To be accepted, items must be:
- unworn and unused, with no scratches, marks or odours
- in their original packaging, with any cases, cloths, tags and accessories included
Change-of-mind return postage is paid by the customer, and the original $9 shipping fee isn’t refunded. We recommend a tracked postage service, because we can’t refund items that don’t reach us.
Faulty, damaged or incorrect items
If your item arrives faulty, damaged or isn’t what you ordered, email us within 30 days with your order number and a photo. We’ll arrange a replacement or a full refund, including shipping costs. Our goods come with guarantees that can’t be excluded under the Australian Consumer Law, and nothing in this policy limits those rights.
How to return an item
- Email info@luxivai.com with your order number, the item you’re returning and the reason.
- We’ll reply within 2 business days with the return address and instructions.
- Post the item back, well packed, and keep your postage receipt.
- Once we receive and inspect the item, we process your refund within 5 business days. Your bank may take a few more days to show it.
Exchanges
The quickest way to swap a colour or style is to return the original item for a refund and place a new order.
Questions? See our FAQs or contact us.