Shipping Policy

1. Where We Ship

We currently offer Australia-wide shipping using Sendle, a carbon-neutral courier service.
At this time, we do not ship internationally.

2. Order Processing & Dispatch

  • Orders are processed within 3–5 business days of payment confirmation.
  • Personalised and custom-made products may take additional time to prepare before dispatch.
  • Orders placed on weekends or public holidays will be processed the next business day.
  • Once dispatched, you’ll receive an email with your Sendle tracking link.

3. Delivery Timeframes

Estimated delivery time with Sendle is 5–8 business days across Australia.

This timeframe is an estimate provided by Sendle and may vary depending on location or network delays.
Once your parcel has been dispatched, delivery times are outside our control.
We cannot provide refunds or compensation for courier delays and encourage you to contact the courier directly for updates once your parcel is in transit.

4. Tracking & Delivery

  • All orders include tracking information, emailed once your parcel has been collected by Sendle.
  • Sendle provides Authority to Leave (ATL), which means parcels may be left in a safe location if no one is available to receive them.
  • If you prefer your parcel not be left unattended, please note this at checkout.
  • Once tracking shows “Delivered,” Luxewell Co is not responsible for parcels that are lost, stolen, or damaged after delivery.

5. Lost, Damaged, or Delayed Parcels

If your parcel is lost, damaged, or significantly delayed, please contact us at [insert your email address] within 5 business days of the delivery date or expected arrival.

We’ll liaise directly with Sendle to open an investigation and keep you updated throughout the process.
If Sendle confirms the parcel is lost or damaged, we’ll offer one of the following at our discretion:

  • A replacement (if available)
  • A store credit or refund.

Please allow 5–10 business days for Sendle’s investigation process.

6. Shipping Costs

  • Standard delivery is calculated at checkout based on parcel size and destination.
  • Free standard shipping is available on all orders over $100 (after discounts, before shipping).
  • Express or priority shipping options may be available at checkout depending on your location.

7. Local Pickup

We currently do not offer local pickup.
All orders are carefully packed and shipped from our studio to ensure they arrive safely and beautifully presented.

8. Changes & Cancellations

If you need to change your delivery address or cancel your order, please contact us as soon as possible.
Once your order has entered production or been booked with Sendle, we’re unable to make any changes or cancellations.

9. Delivery Issues

If you experience a delivery issue, please notify us within 5 business days of your estimated delivery date.
We’ll work with Sendle to resolve the issue quickly and keep you informed every step of the way.