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2/23 Foster Street, Surry Hills, NSW 2010
support@luxterior.com.au
2/23 Foster Street, Surry Hills, NSW 2010
support@luxterior.com.au
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FREQUENTLY ASKED QUESTIONS

Product

1. Do you have a showroom?

Unfortunately not. Luxterior is a purely online based business. We operate from our Australian warehouses using a network of local delivery couriers. As such, we do not have showrooms or physical stores. This helps keep the operating expense and the purchase price low. As a result, our customers effectively get the best value out of their money.

To assist our customers, for each product sold on luxterior.com.au, we try to provide as many images as possible. Beside, our description is very detailed and informative. Moreover our friendly and professional customer service are always ready to help make your purchase as smooth as possible!

2. Does your product come with an installation manual?

Yes, every product sold on luxterior.com.au should come with an installation manual, either in form of a printout or downloadable digital copy. If you’re struggling to find one, please get in touch by sending us an email at support@luxterior.com.au or use the Contact Us page. One of our friendly team members will try our best to assist.

3. I struggle with the installation, where do I find help?

Most of the products sold at Luxterior can be installed by our customers. However, not everyone is good at DIY. If you find it difficult, please contact us and we will try our best to assist. Alternatively, you can ask for help from friends and families, local tradies or hire someone on Airtasker

4. What can I do if my order is defective?

First of all, our apologies if this is the case. It’s extremely rare that products offered at Luxterior are defective as we always go through a strict and stringent quality control process. Nevertheless, if it happens, please get in touch and we will send a replacement package as soon as possible. Luxterior, however, will not be responsive if the defect is caused by improper installation or the products are damaged by our customers.

5. Are your products suitable for outdoor use?

Unless it’s clearly specified in the description, you should treat hardware sold at Luxterior as indoor-use only. While some products are suitable for outdoor use, others are designated for indoor only (door handles, brass hooks…). Exposing such products to the outdoor environment might degrade the finish. As such, warranty for indoor hardware is voided if used outdoors.

Order

1. How to place an order at Luxterior

It’s pretty straightforward. Luxterior operates just like other major ecom businesses in Australia. You start by looking around our online store, and then add the products you want to buy to your shopping cart. When you are done, go to your cart by clicking the Cart icon on the top-right corner and perform check out. Remember to double check the required information such as your email, your postal address, your billing address, credit card information… before confirming your purchases and placing your order.

Alternatively, you can contact us at support@luxterior.com.au and provide us with a list of products you want to purchase. We will get back within 24 hours on how we will proceed with your order.

2. Do I need an account to place orders at Luxterior website?

Short answer: No.

You don’t need an account to place an order at luxterior.com.au, just check out as a guest. However, it is recommended to do so since you won’t have to enter your details every time you shop with us. Also, having an account will make it easier for you to keep track of your orders because in the account dashboard you will find a list of order history as well as other useful information.

3. How to open an account at Luxterior?

Pretty easy. Just click on the User icon on the top right corner (alternatively you can click this link https://luxterior.com.au/my-account/) and enter an email to register. A default password will be sent to that email address. You can then login with the provided password and change it to your own. Once logged in, you can update your account details, such as names, shipping and billing addresses, or even view your recent orders.

4. What payment method is accepted at Luxterior?

To start with, we accept almost every major credit/debit cards in the market. As we are expanding, other payment methods will be added to our store. To check the payment methods available at the time of purchase, please proceed to check out (you need at least 1 item in your shopping card to do so) to see a list of accepted payment gateways.

5. I don't have a credit card, how do I place my order?

Don’t worry. Just get in touch using the Contact Us page or email us at support@luxterior.com.au with a list of products you’d like to purchase (a cart screenshot might be good enough). We will get back within 24 hours with the quote and our bank account details. You can transfer the money to the provided account. Once the payment is cleared, we will provide you with an order confirmation, a tax invoice and proceed with dispatching the order.

6. Do you accept bank transfer as a payment method?

Yes, we do.

Some of our customers don’t have a credit card and if you are one, don’t worry, we’ll make your order experience as smooth as possible.

Just get in touch using the Contact Us page or email us at support@luxterior.com.au with a list of products you’d like to purchase (a cart screenshot might be good enough). Our friendly team member will respond within 24 hours with our bank account details to accept the transfer. Once the payment is cleared, an order confirmation, a tax invoice will be provided and we will dispatch the order straightaway.

7. Why am I having problems adding a product to cart?

Usually, if a product is in stock, you should be able to add it to your shopping cart. However if a product is low in stock and it happens to be in another customer’s cart, you might not be able to add it to your cart since the status is  now ‘Temporarily Unavailable’. If this happens, please contact us. We will try our best to assist.

8. I have placed my order, what next?

Once an order is placed online, we will shortly send an order confirmation. This is to acknowledge that we have received your order. Once the payment is approved, we will pack and dispatch your order. This usually takes 1-2 business days. For the package to arrive at your address, depending on where you live, it often takes another 1 to 3 business days to arrive.

9. I changed my mind. Can you cancel my order?

Short answer: Yes, of course.

To offer our customers peace of mind and confidence in our products and services, we offer a 30-day money back policy.

If you change your mind and want to cancel your order, please let our customer service know at the earliest convenience. If your order hasn’t been dispatched, we will immediately issue a full refund, and depending on your bank it would take a few business days for the fund to show up in your account. No hassle! :).

However if your order has left our warehouse, Luxterior kindly asks that you return the package with the products in their original condition. Upon receiving the returned package in good condition, we will promptly go ahead with the refund process. And again, it would take a few business days for the fund to appear in your bank account.

10. Can I amend my order?

Yes you can. Please let our team know as soon as possible. It’s gonna be straightforward if the package is yet to be delivered. If the order has left our warehouse, please go to our website to order what you need and return what you don’t want. We will refund the value of the returned goods upon the arrival at our warehouse in unused condition. Extra shipping fee might apply, however, the good news is the process is free of administration free from our side.

11. Where do I apply my coupon - discount code?

You can use your coupon in either the cart page or the checkout page. In the cart page, you can enter your coupon code at the end of the product table and hit the Apply Coupon button. In the checkout page, you will be asked ‘Have a coupon? Click here to enter your code, just click the link and a text box will appear for you to enter your coupon code.

12. I forgot to apply my coupon code, what can I do?

Usually once the order has already been placed, we cannot apply your coupon code for a discount and you might have to save your code for the next purchase. However, it’s still worth getting in touch to see if there is anything our friendly team members can help. Don’t hesitate to send us an email at support@luxterior.com.au or use our form in the Contact Us page.

13. I lost my tax invoice, can you send me another one?

Yes, of course. Usually your tax invoice will be sent via email. However, if for some reason you can’t find it, please get in touch and we will provide the requested documents within 24 hours.

14. What is a backorder?

Sometimes, some products get popular and have higher demand than what we forecast. As a result, they become out-of-stock before we can replenish the inventory. However, in order for our customers to secure the products upon their arrival at our warehouse, we make the products available for back order with an estimation of shipping time. Backorders will have higher priority and will be dispatched as soon as the products are back in stock. Customers who have placed backorders will be notified when the products become available and when the products are dispatched.

15. Why hasn't my backorder been dispatched yet?

An estimation will be provided when customers place a back order. However, there are a few factors that can influence the arrival of our new stock, in turn derail our estimation. Sometimes we might be able to ship your order earlier than expected. Other times, something unexpected happens within our supply chain causing a delay in inventory replenishment.

Therefore we kindly ask that our customers allow some sort of tolerance in the dispatch time frame when placing a backorder, especially in the time of a pandemic. If you feel running out of patience due to a back order delay, Luxterior apologizes for any inconvenience and we will be happy to provide a full refund.

Shipping & Delivery

1. Is Luxterior a dropshipping business

Absolutely not. We’re an Australian-based business with warehouses located in Australia. Dropshipping businesses ship their products from overseas (mostly China), and it could take months to arrive. Luxterior dispatches orders from our Australian warehouse, and depending on where you’re located, it might take as little as 2 business days for the package to arrive at your front door.

2. How long does it take to process my order?

Order placed at Luxterior.com.au will be processed within 1 business day. This excludes weekends and public holidays. For example, if your order is placed at 4pm on Friday, it will be processed by 4pm the next Monday.

3. How soon can you dispatch my order?

We commit to process your orders within 1 business day. However, depending on the timing of your order and the schedule of our couriers, it does not necessarily mean that your order will be shipped within 1 day. For example, if an order is placed in the morning, and we book our courier in a couple of hours, the order might be dispatched in the afternoon.

4. How long does it take for my order to arrive?

Depending on where you live, please allow 3 to 5 business days since the dispatch for the order to arrive. Sometimes, due to unforeseen circumstances, this might take longer and you might be notified should your order be delayed. Should this happen, your patience and understanding is greatly appreciated.

5. How can I track my order?

This is straightforward. Once your order is shipped, we will send you an email with a tracking number. You can then track your delivery on our website or on our courier’s tracking page.

6. What is the shipping fee?

Shipping pricing is simple at Luxterior. For orders less than $100 we charge a flat fee of $10. For order value $100 and beyond, we offer free shipping Australian wide.

7. My address is wrong, what should I do?

Please contact us as soon as possible and amend the address. If the order hasn’t been dispatched, we will try our best to divert the shipment. If the package already left our warehouse, unfortunately there is not much we can do. Luxterior is not responsible for packages getting lost due to mistaken address, therefore please ensure you provide the correct address during checkout.

8. My order is taking longer to arrive, what happened?

As mentioned above, unforeseen circumstances happen. If this is the case and your order is delayed, please contact us immediately and we will investigate and resolve the issue. We would like to apologize should this happen. In such a situation, your patience and understanding is greatly appreciated.

Returns & Exchanges

1. How do I initiate the return process?

We understand that customers at Luxterior do not have a chance to touch or feel our products before buying. Therefore, beside providing as much information as possible on our website, we offer a 30-day money back policy for your peace of mind. In the end, if you decide that our products are not suitable for your project and want your money back, we will be more than happy to assist. To initiate the return process, please send us an email at support@luxterior.com.au and we will guide you through the process.

2. How do I pack the products for the return?

Returned products must be packed in their original packaging with all the mounting hardware and screws to be eligible for a full refund. Returned product must be unused, undamaged and should be resalable condition.

3. In which case a returned product is not eligible for a refund?

Luxterior expects a returned product to be in their original packaging, resalable conditions to be eligible for a full refund. Products that have been installed, used, scratched or damaged are not eligible for a refund, therefore if you decide that your purchase is not what you want or you just simply change your mind, please be careful and return them at the earliest convenience.

If you find out that our product is defective during or after installation, please contact us to initiate the return process. However, Luxterior is not responsible to accept a damaged product that is wrongly installed or improperly handled.

4. Can I return my products after 30 days of purchase?

If you change your mind or find out that our products are not what you expect, please be in touch at the earliest convenience. Generally, Luxterior is not responsible to provide a full refund after 30 days of purchase unless our products are defective. However, we understand that sometimes things happen that are out of our control, and if you believe there is a special reason for the delay, please contact us and we will try our best to assist.

5. I have returned my purchase, what will happen next?

It will take 3-10 business days for your returned shipment to arrive at our warehouse. Upon arrival, we will inspect the returned products to see if they are eligible for a full refund. This usually takes 1 to 2 business days. If everything is satisfactory, we will notify you and initiate the refund process.

6. How many days would it take for my money to arrive?

Once the refund is initiated, usually it would take 3 to 10 business days for your money to show in your account. This depends on your bank and we apologize if it takes longer than you expect, but it’s pretty much out of our hands once we initiate the refund.

7. Can I exchange my purchase for a different product?

Absolutely. Please return the items that you don’t need and purchase the products that you want on our website. We will initiate the refund once the unwanted items arrive at our warehouse undamaged and unmarked.

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