General Order Enquiries
- How can I go about purchasing this item online without the opportunity to inspect its quality beforehand?
- How can I settle the payment for my order? Can I make a purchase directly via phone?
- What's the expected delivery timeframe for my order?
- How can I arrange for SAME-DAY DELIVERY?
- What does 'pre-order' or 'expected dispatch date' mean?
- Can I purchase extra cushions or cushion covers for my outdoor furniture?
- Ensuring Payment Security and Addressing Potential Fraudulent Orders
- How much will it cost to ship my order?
- Can I enjoy a bundled delivery discount when ordering multiple items?
- Is it necessary to have someone present at home during the delivery?
- Can you guarantee a specific day and time for delivery?
- Will the courier bring items into my residence?
- What should I do if I'm not present at home during the delivery? Is there a fee for re-delivery?
- What does expeditated service offer for Perth metro deliveries?
Transit Insurance and Warranties
- What if my item gets damaged during the journey?
- What's the drill if I encounter an issue with a product post-delivery?
General Order Enquiries
1. How can I go about purchasing this item online without the opportunity to inspect its quality beforehand?
Rest assured, when you choose to purchase from us, quality is our utmost priority. If you happen to be in Sydney, we warmly extend an invitation for you to visit our showroom and personally examine our products. If you're not located in Sydney, worry not! All our products are backed by a generous 30-day money-back guarantee, along with a comprehensive manufacturer's warranty. Additionally, we provide complimentary transit insurance to ensure your items are delivered to your doorstep in pristine condition. This peace of mind is complemented by our extensive email, phone, and chat support services, available around the clock from Monday to Saturday!
2. How can I settle the payment for my order? Can I make a purchase directly via phone?
We're quite flexible when it comes to payment methods. You can choose from various options, including credit card, direct deposit, Paypal, EFTPOS, cash (for in-store purchases), and even by cheque. When ordering online, it's a breeze to complete your payment using a credit card or PayPal. Alternatively, you have the option to place an order over the phone, or simply drop by our showroom during our regular business hours to make your purchase in person. It's important to keep in mind that there may be some processing times associated with payments made by cheque, bank deposit, or PayPal eCheque.
3. What's the expected delivery timeframe for my order?
When an order is confirmed before 11:30 a.m. on a business day, we'll get it dispatched on the very same day, with the exception of pre-order items. Orders made after 11:30 a.m. will be sent out on the following business day. The actual delivery time can vary and may take up to 10 business days based on your location. If you're residing in a major capital city, you can typically anticipate receiving your order within a swift 2 to 5 working days.
4. How can I arrange for SAME-DAY DELIVERY?
For in-stock items to be delivered within Sydney's metro areas, you have the option of selecting same-day delivery for orders placed before 11:30 a.m. on a regular workday. If you order after 11:30 a.m., you'll receive your items the following day. Do keep in mind that there's a nominal fee associated with same-day delivery, and this choice will be presented to you during the checkout process if it's available for your order.
To streamline your search for prompt delivery, explore our "Want it now" filter on our product category pages or visit our "Ready to Ship" section on our website, where you can locate in-stock items. It's essential to note that same-day delivery is a one-person service, ensuring your order is delivered directly to your door. However, please be aware that it may not be an option for certain larger items.
5. What does 'pre-order' or 'expected dispatch date' mean?
Owing to robust demand, a few of our products might sell out before the next shipment arrives. To ensure you secure these items, we recommend placing an advance order to steer clear of missing out again. Occasionally, we may introduce exciting new products available for pre-order before the initial shipment lands. The expected dispatch date serves as an estimate for when we will commence shipping orders for that specific product. Keep in mind that actual dispatch dates can vary, influenced by shipment status, port congestion, weather conditions, and other variables tied to international shipping.
Should any delays arise, we will promptly get in touch with you to provide updates. Please take note that when you place an order encompassing multiple items, the entire order will be dispatched in alignment with the expected dispatch date. However, you do have the option to receive a partial shipment of in-stock items before this date. Feel free to contact us to make such arrangements, though additional delivery charges may be applicable.
6. Can I purchase extra cushions or cushion covers for my outdoor furniture?
Yes! We have cushion cover sets in different colours available for most outdoor sets. Cushions (foam inserts) can also be purchased directly or ordered from our factories depending on availability. To find out more please contact our friendly sales team on 02 8999 1114 (option 1).
7. Ensuring Payment Security and Addressing Potential Fraudulent Orders
Our website employs cutting-edge encryption methods to maintain the utmost security of your personal information during the payment process. It's important to note that we do not retain your credit card details for added safety. In cases where we receive a high-value order or have grounds to suspect potential fraudulent activity, we adhere to our established company protocols to validate the legitimacy of the order.
This verification process may involve requesting a scanned or photographed copy of your credit card along with a form of identification, such as a driver's license. Our intention in doing so is to safeguard both the cardholder and our company from potential fraudulent actions. It's important to be aware that we retain the right to cancel an order if there are suspicions of fraud, regardless of whether verification steps were executed or not.
1. Can I pick up the order myself?
Certainly! You're more than welcome to swing by and collect your order in person. Just remember to give us a buzz in advance, as we operate from various warehouse locations, each catering to specific product ranges. Before making the trip, it's a good idea to take a look at the packaging dimensions of your item(s) in the 'Specifications' section of the product listing to make sure they'll fit comfortably in your vehicle.
2. Can I send my friend or a courier to pick up my order?
Absolutely! You have the option to arrange your own courier for the collection of your items from our warehouses. In order to facilitate this, it's important for us to be informed in advance about the individual who will be arriving to pick up the order. We may request photographic identification, particularly when the order has been prepaid. This procedure serves the dual purpose of safeguarding you against potential identity theft and ensuring that your order is placed in the hands of the correct person.
Given that we store some of our stock in various offsite warehouse facilities, it would be immensely appreciated if you could provide us with a minimum of three business days' notice. This ensures that your order is ready for collection before your courier's scheduled arrival. You can simply drop us a brief email or reach out to us at 02 8999 1114 (press option 2) with your order specifics and the intended pickup date. Your cooperation in this regard is greatly valued.
1. How much will it cost to ship my order?
A delivery calculator is available on our website to determine the appropriate delivery costs to your location. Simply enter your postcode, choose your suburb and click go! We also have a SAME DAY DELIVERY option for customers in Sydney metro areas starting from just $25 extra. This option will be shown (if available) when you place your order online or ask our friendly staff if you are calling to place your order. These special services are not available until 8th January 2018.
2. Can I enjoy a bundled delivery discount when ordering multiple items?
Absolutely! Our delivery calculator is designed to determine the most cost-effective delivery approach for your entire order. Instead of charging you on a per-item basis, we base our delivery charges on the total order. Feel free to experiment by adding a few items to your cart to view the overall delivery cost for your entire order. Alternatively, don't hesitate to get in touch with us at 02 8999 1114 (press 1 for sales), and we'll be more than happy to assist you in working out the details.
3. Is it necessary to have someone present at home during the delivery?
All orders are shipped via trackable services, and a signature is mandatory upon delivery. Please be aware that while you have the option to grant an "authority to leave" (ATL) to the transport company, it is not advisable. Doing so will void your transit insurance, and we will not be able to assume responsibility for any potential damage or loss of items left on your property. For larger items exceeding 30kg, your assistance at the receiving end is essential, primarily for Occupational Health and Safety (OH&S) reasons, as there is typically only one driver aboard the delivery vehicle. Additional services, such as two-person delivery, can be arranged, but this must be scheduled in advance at the time of placing your order (feel free to give us a call if you require any supplementary services). It's important to note that extra charges may apply.
4. Can you guarantee a specific day and time for delivery?
In most cases, we can provide you with an estimated delivery day, but we cannot specify an exact time. Depending on your location and the transport company serving your area, you may receive an SMS notification or a phone call to inform you of the expected delivery day. However, it's essential to understand that we do not guarantee delivery dates or times unless you reside in Sydney and opt for our SAME DAY DELIVERY service (see details above under 'How do I get SAME DAY DELIVERY?').
5. Will the courier bring items into my residence?
Items will be delivered to your doorstep at ground level. If you reside in a unit or apartment complex, the courier will transport the item to the front entrance of the building at ground level. If you require any additional services beyond this standard delivery, it's advisable to coordinate these with our team in advance, as supplementary charges may be applicable.
6. What should I do if I'm not present at home during the delivery? Is there a fee for re-delivery?
Ensuring the accuracy of your address and telephone contact details is crucial. Depending on the transport company responsible for your area, they may leave a notification card if you're not at home during the initial delivery attempt. In such cases, all you need to do is call the number provided on the card to arrange for a re-delivery. However, if additional re-deliveries are required or if you had previously scheduled a specific delivery time with the transport company but were not present at the time of delivery, we will be notified by the transport company. In these situations, re-delivery fees will be applicable before any re-delivery attempts are made. For SAME-DAY DELIVERIES, a fee will be incurred if the driver arrives at your premises and must wait due to your absence or delays caused by challenging access conditions.
7. What does expeditated service offer for Perth metro deliveries?Hi Perth! We’ve heard you. We are thrilled to launch our expeditated delivery to Perth metro areas. Don't settle for 8 to 14-day wait for your furniture order. Have your favourite Luxo furniture delivered to your door as soon as 2 business days*.
This expeditated delivery service applies to products listed in this category only. The product listing will show “Ships within 24 hours” when you enter your Perth metro postcode in the listing’s shipping calculator.
For more information about delivery please see Delivery Information
Transit Insurance and Warranties
1. What if my item gets damaged during the journey?
Our logistics system is set up to minimize the amount of handling your items go through. However, with the large number of orders we ship across the country, there's an exceedingly rare chance that something might not go as planned. The good news is, that you're automatically covered by our FREE transit insurance.
Should your item arrive in a damaged condition, get in touch with us at firstname.lastname@example.org. We'll assess the damage in line with our warranty policy. You've got a two-day window, counting from the moment you receive the items, to report any damage. We highly recommend checking and unpacking everything as soon as it's delivered and don't hesitate to contact us if you run into any issues or have any concerns.
If the item has sustained severe damage, it's best to refuse the delivery and give us a shout.
If you notice any damage to the packaging, make sure to make a note on the consignment that the packaging is damaged, and strikes out "received in good condition."
Remember, it's crucial to inspect everything carefully before you put your John Hancock on the delivery receipt.
2. What's the drill if I encounter an issue with a product post-delivery?
At Luxo Living, we don't mess around when it comes to quality. We back all our products with a robust warranty against defects, and the duration can stretch up to 10 years, depending on the type of product. You can find the specific warranty period for each product on the product information pages.
Once we've had a look at the issue, we'll give you the necessary instructions or provide the required parts. We've also got phone support available at 02 8999 1114 during business hours, six days a week, to lend a hand in resolving any concerns. For our VinoVault wine fridges (270L and larger), we offer an on-site warranty service where we'll arrange for an authorized technician in your area to carry out the repairs. Even if your warranty period has run its course, you're more than welcome to buy replacement parts from Luxo Living since we keep most parts readily available.