FAQ
Shipping Rates
Standard Shipping Flat rate $10 nationally
International Orders
Unfortunately, we currently don’t ship overseas directly from our online store. However, if you wish your order to be shipped to a destination outside of Australia please email us hello@lucdesign.com.au
for a shipping quote. (Please note that some countries may have import restrictions on certain materials and we advise local customs regulations and any import duties be checked prior to placing an order for shipping outside of Australia.)
Postage and Handling
LUC. Design uses Australia Post or SENDLE (for larger items) for our deliveries within Australia. All orders are trackable and generally take between 2-7 days after purchase, depending on the destination.
Please note, we no longer offer an express service. Our store is based in Tasmania and due to delayed services within both our carriers we cannot guarantee an overnight service. (if your purchase is urgent, please contact us directly (03 6224 1610) prior to placing your order and we can advise of alternative delivery services)
Order Tracking Notification
All online orders are sent with a tracking number which will be emailed to you when your order has been collected via courier, or orders dispatched by Australia Post can be tracked – we will send you all this information once goods have been sent. Please place any special instructions regarding postage (ie.ability to leave at door etc) within the comments section
Returns
ATTENTION: In light of the restrictions due to Covid-19 we regret we cannot accept returns of jewellery, clothing or linen goods. Nothing is more important to us than the health and safety of our team, our customers and the general community.
For other product, in the event that you change your mind about a purchase, or a gift is unsuitable, we are happy to offer an exchange or store credit (gift card) within 14 days of purchase, as long as 1) Proof of purchase is attached and 2) the packaging and product is in its original condition. This includes any product manuals and packaging or tags still attached. Please be mindful not to modify a product, LUC is unable to exchange an item where the packaging or product is returned damaged or marked.
Please understand, as a small business, our stock levels, bank and administration fees, and cash flow are critical to the operation of our business and therefore we are unable to offer refunds.
Products must be returned to LUC. within these 14 days at the purchaser’s expense.
(Please note:- we do not offer return on sale items,)
Preparing your item for return
Please email hello@lucdesign.com.au within 14 days of receiving your order should you wish to return.
When returning an item we ask that you enclose a copy of the tax invoice or order confirmation email as proof of purchase. The item will remain your responsibility until it has been received by us. For your own peace of mind, we recommend that you carefully repackage your item to avoid any damage during transportation. Please retain proof of postage until we have confirmed your refund has been processed, or request ‘sign on delivery’ to ensure the goods are returned safely.
Upon safe receipt of your returned unused item, we will inspect the item before advising you by email that the exchange or gift card has been processed.
Our address for returning items:-
LUC. Homewares and Design
130 Macquarie Street
Hobart. Tasmania 7000
Order cancellation
Should you wish to cancel an order, which has not yet been dispatched, please contact us in writing at hello@lucdesign.com.au or phone our store (03) 6224 1610
If your order has been dispatched, you will need to return the order to us.
Faulty or damaged item
We aim to always represent and dispatch quality product. If you believe the item you have received is faulty or if it has been damaged, please contact us as soon as possible, quoting your order number, name and address, and as many details as possible about the product and its fault. (if you can include photographs even better!) Please advise us within seven days of receipt of the faulty our damaged item, to allow us to resolve the matter quickly by arranging exchange, repair or refund (subject to our terms and conditions).
Wrong Item
If you have received an item that is not what you had originally ordered, please contact us immediately (03) 6224 1610, quoting your order number, name and address, details of the product received and product originally ordered. We will then be in touch with advice on how you should proceed with the return.
