Why have I received my confirmation email but have not yet received my shipping confirmation?
- 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.
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.