General Order Enquiries
- How can I purchase this item online without seeing the quality first?
- How can I pay for my order? Can I purchase directly over the phone?
- How long will it take for me to receive my order?
- How do I get SAME DAY DELIVERY?
- What does 'pre-order' or 'expected dispatch date' mean?
- Can I purchase extra cushions or cushion covers for my outdoor furniture?
- Payment security and fraudulent orders
- How much will it cost to ship my order?
- Do I get a combined delivery discount if I order more than one item?
- Do I need to have someone at home at the time of delivery?
- Can you guarantee a day and time for delivery?
- Will the courier take items into my home?
- What happens if I am not home at the time of delivery? Do I need to pay for re-delivery?
Transit Insurance and Warranties
- What happens if my item is damaged in transit?
- What do I do if I have an issue or concern about a product after it arrives?
General Order Enquiries
1. How can I purchase this item online without seeing the quality first?
You can be assured of quality when you buy from us. If you are in Sydney we invite you to come to our showroom to see the products for yourself. Not in Sydney? Not to worry! All our products come with a 30 day money back guarantee and full manufacturer's warranty. You also get free transit insurance to ensure the items arrive safely at your door. All this peace of mind plus our extended email, phone and chat support 24 hours a day Monday to Saturday!
2. How can I pay for my order? Can I purchase directly over the phone?
We accept most payment methods - credit card, direct deposit, Paypal, EFTPOS, cash (in store), even cheque. Ordering online is easy and online payments can be made by credit card or Paypal. You can also place an order over the phone, or come into our showroom to place an order during business hours. Please note processing times apply if paying by cheque, bank deposit, or Paypal eCheque.
3. How long will it take for me to receive my order?
If an order is finalised prior to 11:30am on a business day we will dispatch the order to you on the same day (excludes pre-order items). Orders placed after 11:30am will be dispatched the next working day. Orders can take up to 10 working days to arrive depending on your location. If you live in a major capital city you will generally receive your order within 2 to 5 working days.
4. How do I get SAME DAY DELIVERY?
If you live in the Sydney metropolitan area, we have a SAME DAY DELIVERY service available for a small additional fee. If your order qualifies for this service, you will be given this option when you place your order online. Or ask one of our friendly staff when you order over the phone or in our showroom. Orders placed after 11:30am may not qualify for same day delivery. These special services are not available until 8th January 2018.
5. What does 'pre-order' or 'expected dispatch date' mean?
Due to high demand, some of our product may be sold out before the next shipment arrives. You can order these items in advance to avoid missing out again. Sometimes exciting new products will be launched on pre-order before the first shipment arrives. The expected dispatch date is an estimated date of when we start dispatching orders of that product. Sometimes orders will be dispatched sooner, and sometimes later, depending on the shipment status, port congestion, weather conditions and other factors relating to the international shipment. We will contact you if there are any delays. Please note when placing an order of multiple items your whole order will be dispatched according to the expected dispatch date. You also have the option to receive partial shipment of in stock items before this date. Simply call us to arrange (extra delivery charges may apply).
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. Payment security and fraudulent orders
Our web site uses industry leading encryption methods to keep your personal information secure throughout the payment process and we do not store your credit card information. When we receive a high value order or have reason to suspect an order may be fraudulent we will follow our company procedures to confirm whether the order is legitimate, which may include requesting a scan or photograph of your credit card and identification document such as a driver’s licence. We do this in an effort to protect the card holder and the company from fraud, and we reserve the right to cancel an order if we suspect fraud, whether verification steps were carried out or not.
1. Can I pick up the order myself?
Absolutely! You are welcome to come and pick up your order in person. Give us a call before coming as we have multiple warehouse locations for the different products we sell. Before coming please check the packaging dimensions of your item(s) under the 'Specifications' tab within the product listing to ensure that the items will fit in your vehicle.
2. Can I send my friend or a courier to pick up my order?
Yes, you are welcome to organise your own courier for pick up from our warehouses. We will need to know in advance who is coming to pick up the order, and we will be asking them for photographic ID especially if the order has been paid for in advance. This process protects you against identity theft and ensures your order is given to the right person. As we have some of our stock stored at several offsite warehouse facilities, it will be greatly appreciated if you can give us at least 3 business days prior notice for us to ensure your order is ready collection before your courier comes in. You can simply send us a quick email or call us on 02 8999 1114 (press option 2) with your order details and pick up date to let us know.
1. How much will it cost to ship my order?
A delivery calculator is available on our web site 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. Do I get a combined delivery discount if I order more than one item?
Yes! Our delivery calculator will calculate the most efficient delivery method for your order and you will be charged on a total order basis, not by individual items. Go ahead and try adding a few items to your cart to see the total delivery cost for your whole order. Or just call us and we'll work this out for you - 02 8999 1114 (press 1 for sales).
3. Do I need to have someone at home at the time of delivery?
All orders are shipped by trackable services and a signature is required upon delivery. Please note that an "authority to leave" (ATL) can be given to the transport company however this is not recommended as it will void your transit insurance and we will be unable to accept responsibility for any damage or loss of items left on your premises. For larger items (over 30kg) your assistance at the receiving end is required due to OH&S purposes since there will be only one driver on board the delivery vehicle. Extra services can be arranged such as 2-person delivery however this needs to be booked in advance when you are placing your order (call us if you require any additional services). Please note extra charges will apply.
4. Can you guarantee a day and time for delivery?
Generally you will be given an indication of the day of delivery but not the exact time. Depending on your location and the transport company in your area you may be sent an SMS or given a call to notify you of the expected delivery day. Please note we do not guarantee delivery dates or times unless you live in Sydney and order our SAME DAY DELIVERY service (see above under 'How do I get SAME DAY DELIVERY?'.
5. Will the courier take items into my home?
Items will be delivered to your door on ground level. If you live in a unit or apartment block the courier will deliver it to the front entrance of the complex on ground level. If you need any extra services this needs to be arranged with our team in advance and extra charges will apply.
6. What happens if I am not home at the time of delivery? Do I need to pay for re-delivery?
It is important that you give us accurate address and telephone contact details. Depending on the transport company delivering in your area you may be left a calling card if you are not home at the time of delivery. In this case you simply need to call the number on the card to arrange a re-delivery. If additional re-deliveries are required, or if a delivery time has been arranged with the transport company and you are not home at the time of delivery we will be notified by the transport company and you will need to pay re-delivery fees before re-delivery is attempted. For SAME DAY DELIVERIES a fee will apply if the driver appears at your premises, and is required to wait as you are not home or is delayed due to difficult access.
For more information about delivery please see Delivery Information
Transit Insurance and Warranties
1. What happens if my item is damaged in transit?
Our logistics network is designed to reduce the number of times your items are handled but with the number of orders we ship around the country on very rare occasions that something does go wrong you are covered by our FREE transit insurance.
If your item arrives damaged, please contact us at firstname.lastname@example.org and we will assess the damage in accordance with our warranty policy. You have 2 business days from receipt of the items to make a damage claim. All items should be opened and checked immediately after delivery and we should be contacted if there are any issues or concerns.
If the item has been severely damaged, please reject the delivery and contact us.
If you notice carton damage please note on the consignment that the packaging is damaged and cross out "received in good condition".
It is important to check carefully before you sign for the delivery.
2. What do I do if I have an issue or concern about a product after it arrives?
Luxo Living take quality seriously. All our products are backed by full warranty against defects for up to 10 years depending on product type. Warranty duration for each product can be found on the product information pages.
After assessing the issue we will provide the appropriate instructions or parts as required. We have phone support (02 8999 1114) available during business hours 6 days a week to assist you to resolve any situations. We have on-site warranty available for our VinoVault wine fridges (270L and larger) where we will arrange an authorised technician in your area to conduct the repairs. If your warranty period has expired, you are still welcome to purchase parts from Luxo Living as we have most parts readily available on hand.