Where is Natural Luxe Living Based?
We are based in the Western Suburbs of Melbourne, Victoria in Australia.

Do you have a physical store location?
No, Natural Luxe Living is online only.
Why have I received my confirmation email but have not yet received my shipping confirmation?
Once you have placed your order and we have processed your payment, we will provide you with an order confirmation by email. This email does not guarantee that the item(s) you have ordered is/are available. It represents confirmation that we have received your order. Your order represents an offer to purchase, which we accept when we dispatch your item(s) and send you an email confirming that your item(s) has/have been dispatched.
Once the goods have been handed over to the designated shipping carrier, the contract between you and Natural Luxe Living is complete.   

I’ve changed my mind, can I get a refund?
Please note all sales with Natural Luxe Living are considered as Final Sales and are not eligible for return or exchange unless the item(s) is/are faulty.
  • To be eligible for a manufacture/fault exchange, photos of the fault must be emailed to us within 24hours of receiving the item(s). Please note, natural variations in colours and small size discrepancies do not qualify as faults as our items are handmade using natural materials.
  • Under Australian consumer law, you are entitled to the refund of a faulty product if an exchange of that item is not possible. Where there is a manufacturing fault, Natural Luxe Living will offer a straight swap replacement.
  • Please note we do not offer refunds unless required by law and any shipping costs are non-refundable. Should you return an item, you will be responsible for returning the item at your own cost.

Damaged or Lost in Transit
All items are carefully inspected before being packaged and dispatched. We have strict packaging requirements when we are packing your pieces, and all care is taken when packaging our products for a safe journey to its new home. Whilst we take every precaution to ensure that your item is packaged carefully, occasionally there may be damage incurred during transit.

Please note that once we hand your parcel over to our courier/freight partners, they are responsible for your item(s). Natural Luxe Living is not liable for any damages or loss during transit.

If you receive a package that looks in poor condition with possible damage, please report it to the delivery person you are receiving the package from and take a photo of the condition of the package immediately, before they leave your house. Once it is signed for and/or left at your home, it is considered an acknowledgement by the courier company that you have received the items in acceptable condition.

If your parcel was left at your premises, and you open it to discover your items are damaged, take photographs and contact the courier company immediately.

What if I am not home when my delivery arrives?
Please note all of our deliveries are marked as "Authority to Leave". We are not held responsible for any missing or damaged parcels.

In the case that you find your parcel/item has been damaged during transit, please raise a 'damaged parcel claim' through the courier/freight company who delivered your parcel, using your tracking number and any photographic evidence. Keep any packaging that the product arrived in, as this is often required by courier/freight companies as evidence.