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FREQUENTLY ASKED QUESTIONS
Shipping & Delivery
HOW LONG DOES DELIVERY TAKE?
We offer a 1-3 day dispatch from our warehouse on all stocked items. Freight times will vary on metro suburb location parameters but on average take 3-7 days in transit. For products ‘on order’ please allow between 12-16 weeks for your item to be dispatched from our warehouse. However, please allow extra time as delivery times may be extended for reasons beyond our control.
WHEN WILL MY ORDER BE DISPATCHED
We aim to dispatch all in-stock items within 48 hours of payment being received. If the item you have ordered is not in-stock, we will dispatch your item within 12-16 weeks from the date the order is placed. However, please allow extra time as delivery times may be extended for reasons beyond our control. All custom orders take up to 16 weeks to be dispatched from our warehouse.
WHEN WILL I RECEIVE MY ORDER?
All in-stock items will be dispatched within 1-3 working days in and delivery can take between 3-7 days depending on where you live in the outer metro region. If you choose to custom order your item, dispatch from our warehouse will take up to 16 weeks.
HOW MUCH IS DELIVERY?
Our delivery charges are dependent on the size, weight and delivery location of the item you choose and are calculated at order checkout when entering your postcode. At times we offer special discounted or flat rate offers which is applied to the order at checkout.
CAN I COLLECT MY ORDER FROM YOUR WAREHOUSE?
You are most welcome to collect your order. Collections from our warehouse (Warehouse 41, 211 Brisbane Road, Biggera Waters, QLD, 4216) or (Showroom 106-110 Queen Street, Southport, QLD, 4207) are possible from Monday to Friday: 8am - 4.30pm. Collections from our warehouses are by prior arrangement only. We just ask that you give us 24 hours’ notice so we can have your item ready for you. If you would like to collect, just select "Free Pick Up" in the delivery field at checkout and specify your preferred collection date – we will do the rest!
DO I NEED TO BE AT HOME TO ACCEPT DELIVERY?
We recommend that you are at home to accept delivery as delivery is a door to door service which will require a signature.
HOW WILL I KNOW WHEN MY DELIVERY WILL ARRIVE?
Your order will be delivered by one of our partner couriers. Information about your dispatch will be emailed to you when your order leaves our warehouse, and our courier may contact you by phone prior to delivery. In most cases, a tracking number will be provided.
WILL YOUR DELIVERY COMPANY BRING THE ITEMS INSIDE MY HOUSE?
Unfortunately our partner courier only provides a door to door delivery service however we do offer a white glove delivery service upon request. Please contact us at email@example.com to see if we can assist in your area.
CAN I ARRANGE MY OWN DELIVERY?
You are more than welcome to arrange collection by your own courier from our Warehouse or our Showroom depending on the stock location of the product your ordered. We require at least 1 days notice to prepare for this.
WHERE DO YOU DELIVER?
We deliver anywhere in Australia – from Brisbane to Perth, Adelaide to Darwin, and everywhere in between.
Refunds & Returns
WHAT IF I WANT TO CHANGE MY ORDER?
You can cancel or change your ‘standard’ product order up to 48 hours after placing the order. Orders cancelled or changed after dispatch may incur additional delivery/restocking charges. If you have placed an order for an item that is not in stock or a custom colour, please note it is a unique and special item and your automatic right to return lapses. At our discretion we may accept the return, with a restocking fee. Please see our T&C's for full details.
CAN I RETURN MY PRODUCT IF I’M NOT HAPPY WITH IT?
If you are not happy in any way with one of our products, or if you simply change your mind, we will happily accept the return within 14 days of delivery for a full refund or exchange (excluding delivery). The returned item will need to be in its original packaging in an unused, saleable condition.
HOW SOON WILL I NEED TO RETURN MY ORDER?
All returns should be received by us within 14 days of the date of delivery.
WHO IS RESPONSIBLE FOR ARRANGING THE RETURN?
It will be your responsibility to package and arrange the return of any order.
WHEN CAN I EXPECT MY REFUND TO BE PROCESSED?
We will process all refunds for returned items as soon as we have received the return at our warehouse and your order has been closed. If you change or cancel an existing order, your refund will be processed once we have delivered all remaining items on your order to you and then closed your order.
HOW WILL I BE REFUNDED?
We will call you prior to processing your refund to note your preferred refund transaction method.
WHAT IF MY ORDER ARRIVES DAMAGED?
If in the unlikely event your order arrives damaged, please let us know right away. We would really appreciate it if you could send a photo of the damage to firstname.lastname@example.org along with your name and order details, and whether you would prefer a refund or exchange and we will get onto it ASAP!
Products & Stock
I NOTICED SOME OF YOUR PRODUCT PAGES STATE ‘IN STOCK’ OR ‘PRE ORDER’. WHAT DOES THAT MEAN?
Certain products are marked as ‘In Stock’ on our product pages, while others simply state ‘Order Now’. We aim to keep all of our standard products in stock and available for a 3-7 day dispatch from our warehouse.
If an item is not available for a 3-7 day dispatch from our warehouse, it is listed as ‘Order Now’. This means that the item is available to order with our supplier and will take between 12-16 weeks to arrive with us. However, please allow extra time as delivery times may be extended for reasons beyond our control. If you’re unsure or would like to know the exact arrival date of any item, just pop us an email email@example.com
Custom orders will take up to 16 weeks to arrive.
THE ITEM I WANT IS OUT OF STOCK. WHAT CAN YOU DO?
As much as we would love to, it’s not always possible for us to keep all products in stock at all times, and certain highly popular products can often sell out quite fast. If the item you are after is not in stock we may have a standing order with our supplier to replenish the stock and it’s likely that product is already on its way to us. Placing an order ensures your chosen product will be reserved for you. Feel free to email us firstname.lastname@example.org if you’d like to know more.
DO YOUR PRODUCTS COME FULLY ASSEMBLED?
Most of our products come fully assembled or require only minor assembly, such as leg assembly. Where more than basic assembly is required, a comprehensive assembly guide and tools will be provided when we deliver your order.
With a few exceptions, all of our sofas, armchairs require minor assembly (legs) and our dining and lounge furniture items are flat packed and require some assembly. Please call our customer support team on 1300 788 288 if you need any help putting things together.
CAN YOU ASSEMBLE MY ORDER FOR ME?
Unfortunately we do not offer an assembly service.
CAN I VIEW YOUR PRODUCTS BEFORE I BUY?
Yes, and we would love to meet you! Our showroom is located on Gold Coast. Come and visit us at our Southport showroom (106-110 Queen Street, Southport, QLD, 4215) Visit our contact page for our opening times and detailed contact information.
ARE ALL OF YOUR PRODUCTS ON DISPLAY IN EVERY FURNITURE SHOWROOM?
It's not always possible for us to fit all of our products in the showroom, but we try to keep a wide variety of items on display at all times. If there is a particular item that you would like to view, just give us call or email and we will be able to let you know if we have the item on display.
I DON’T LIVE IN QUEENSLAND. CAN I STILL VIEW YOUR PRODUCTS?
As we only have the one showroom at present, we only have our items on display here on the Gold Coast.
Purchasing & Payment
CAN I ORDER ONLINE?
We would love you to! To place an order on our website, simply select the product you are interested in and the quantity and click Add to Cart. Then enter your post code at Checkout to view the delivery charge for your chosen item, and then enter your preferred delivery instructions such as delivery date (for in stock items only) or access details (so our drivers know where to go).
I’M HAVING TROUBLE WITH MY ONLINE ORDER, CAN YOU HELP?
Our dedicated Customer Support team would love to help you. Give us a call on 1300 788 288 or send us an email at email@example.com
HOW CAN I PAY FOR MY ORDER?
We have a variety of payment options available to make our payment process as simple as possible: Credit/Debit Card (Visa, MasterCard and AMEX), PayPal, EFT Bank Transfers, Zip Money/Pay and After Pay.
You can pay online using Visa, MasterCard, PayPal, Zip Money/Pay and After Pay by selecting your preferred payment method at checkout. We also accept Visa, MasterCard, Zip Money/Pay and After Pay in store or over the phone, as well as EFT bank transfers on all orders.
HOW WILL I KNOW THAT MY ORDER HAS BEEN SUCCESSFUL?
A confirmation email will be sent to you as soon as your order has been placed. If you haven’t received this confirmation email within 30 minutes, please give us a call on 1300 788 288 or email firstname.lastname@example.org so we can check to see if your order was received
ARE THERE ANY HIDDEN CHARGES?
We wouldn't do that to you. All product prices are inclusive of GST and delivery charges will be clearly quoted at checkout.
IS THERE A WARRANTY ON LUX STREET FURNITURE?
We offer a 12 month warranty on all of our products. Further details are available in our T&Cs.
WHO IS RESPONSIBLE FOR THE FREIGHT CHARGES IN THE EVENT OF A WARRANTY CLAIM?
Lounge Lovers will cover all freight costs in the event of a claim. Please ensure that you package your item securely and ready for transport.
Privacy & Security
IS IT SAFE TO BUY ONLINE FROM LUX STREET?
WILL YOU STORE MY CREDIT CARD DETAILS?
No, we will never keep a record of your card details.
WHO ARE LUX STREET?
We started up Lux Street with a simple dream in mind – to provide everyday Australians with the option to have designer furniture at affordable prices.
We also set out to make sure we have the happiest customers, by offering them the option to select from a range of different fabrics and finishes to suit their individuality.
DO YOU HAVE A SHOWROOM?
Yes we currently have a showroom based in Gold Coast, Queensland. Please visit the Contact page for a more detailed view of where you can see us.
HOW CAN I CONTACT YOU?
We love to hear from our customers. Call our customer support team on 1300 788 288 or send us an email at email@example.com
WHERE ARE YOU LOCATED?
We have a furniture showrooms located in Southport, Queensland and our warehouse in Biggera Waters.Showroom106-110 Queen StreetSouthport, QLD, 4215Warehouse41/211 Brisbane RoadBiggera Waters, QLD, 4216