FAQ
SHIPPING & DELIVERY
We use FastWay, Sendle, Couriers Please or Australia Post as our courier services. DHL/Aus Post for international orders. Upon receiving your item, please peel any tape off carefully and cut the bubble wrap open. (It may not look pretty, however it is the safest way to transport them)
Tracking details are sent to your email address as soon as your order has left us. No PO box or locker addresses accepted.
POSTAGE COSTS
These are calculated once you have added your desired items to the cart and filled in your address details. Shipping ranges from $8 upwards depending on the weight and size of your order.
TRACKING YOUR ORDER
Once your order is ready to be dispatched, you will receive an email shortly after with a tracking number. Please check your junk email folder as we have been told the emails often end up in there!
INTERNATIONAL ORDERS
Are welcome to be placed via our Etsy store only -
https://www.etsy.com/au/shop/LuxeDecorByLisa1
LOCAL PICKUP
If selecting the ‘Local Pickup’ option upon checking out, pickup address will be confirmed with you as soon as your order is ready and a day/time is confirmed. We are located in Revesby 2212. If you do not show at the agreed time and fail to communicate with us beforehand, we will post your order out to you at an additional cost. We will only reschedule once strictly, if need be.
TRADING HOURS
Monday - Friday | 9am - 3:30pm
Saturday - Saturday | Closed
RETURNS/REFUNDS
No change of mind returns accepted at all. If you have made an error when placing your order (spelling, colour etc) we ask that you contact us within 24 hours of placing your order and we will only be able to change it given nothing has begun with your order. If we make an error with your order, we will fix that up for you.
We start designing and cutting your order very quickly after the order has been placed, so we are unable to offer refunds/exchanges for any orders. Please ensure you choose your size, design and colours carefully.
DAMAGED DURING DELIVERY
If you have received your design from the courier and it is somehow damaged, please contact us. We do our best to ensure all orders are safely secured and wrapped to avoid any damage during transit. Please do not throw out any packaging.
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Where are you located?
We are located in Revesby 2212 and offer free local pickup for our local customers. We are solely based online and do not have a store.
Can I see the design before I buy it?
All designs are made upon ordering. Many are custom designs also. We are solely based online and do not have a shop for you to visit. For this reason, at this moment in time, we are unable to offer viewing of designs prior to buying. We try our best to take as many photos as possible from different angles in natural light and also upload videos to our Instagram stories to showcase our products best for you all.
NO CONFIRMATION EMAIL HAS BEEN RECEIVED
Please firstly check your junk email folder as we have been told the emails often end up in there! If you still cannot locate your order confirmation email, email us any questions you have.
Do products come with fittings?
No, however some designs come with string for hanging. Most of our designs can be attached to the wall door using double sided adhesives/hooks. Please follow packet instructions carefully. These can be purchased from many stores including: Kmart, Bunnings, Woolworths etc. However designs are always best hung using thin nails in the walls under certain parts of the design. Only use double sided adhesives if you use them already in your homes and are confident in the adhesives.
Can you rush an order?
Email us to confirm if its possible.
CUSTOM ORDERS
Any custom request such as: different sizes, shapes or inquiring on a whole new design – Please email and we will do our best to cater to your requests. Small changes to designs do not incur a fee however if it is a time consuming custom request there will be a custom order fee applicable.
TURN AROUND TIME
Our current and average turn around time is approx. 7-14 days. If you require your order sooner – please confirm with us via email if that date will be possible. Then be sure to write in the notes section when checking out, “Needed by DATE” – ONLY if we have mentioned that you should receive it by that date.
In some cases, deliveries do get delayed and that is beyond our control – we will not be held accountable for designs taking longer than expected during the shipping process. It is out of our control.
RAW WOOD DESIGNS
If you select the option of raw wood, minimal burn marks can appear on the designs.
WALL HANGING + FREESTANDING SIGNS
Wall Hanging Plaques: Some of our designs have the option of cutting a hole at the top, others will require Command Velcro Adhesives to secure them onto your walls. These can be purchased from Bunnings, Woolworths, Kmart and a couple other stores. If the design is thin and the adhesives will show from the front, we recommend the adhesives are cut in half and extra are used.
Freestanding Signs: These will come with a base that has a slot in the middle. Insert your design carefully and gently into the slot (while placed flat on a table) to support it to free stand.
MATERIALS AVAILABLE
MDF can be painted a range of colours. Colours available for each design is listed in the product descriptions. See our colours/material page for previews.