Shipping

Do you deliver overseas?

Yes. We do sell to international customers. It is important that you are aware that there may be import duties and/or taxes applicable when the goods arrive in your country. We accept no responsibility for these costs. To find out if there will be additional charges please contact your relevant government import customs authority.

How much does delivery cost?

Cost of delivery is provided upon purchase - as a general rule we do not try to make profit out of postage.  On some occasions there is a nominal fee of a few dollars for handling and packing.

How long will delivery take?

We normally dispatch from our warehouse once a week (Fridays).  We estimate delivery to be 5-10 working days. We use Australia Post as our primary delivery method, however some items may be couriered using alternative companies where weight & size restrictions apply. International orders may take longer due to customs and local delivery suppliers.

For some of the larger acrylic and canvas products we produce to order and can take up to two weeks to produce and ship, this time allows us to ensure we get a quality outcome. The item will then be posted to you and therefore its its delivery times to you can vary between 3-5 weeks.  We will do our best to get products to you as early as possible.

Insurance?

Returns Policy

Faulty / Damaged Items

Luminaya will replace any items that arrive at their destination faulty or damaged, freight free.  Notification of faulty or damaged products must be received within 48 hours of your parcel being signed for.  Under these circumstances, we will provide instructions on how to return the goods in an appropriate manner.  You may need to return the damaged product (or fragments which demonstrate reasonable evidence of breakage in the case of international orders) to us for assessment.  To notify us, please submit your request via the link at the bottom of this page.

We may also request that you photograph the damaged item to substantiate your claim and to support us with dealing with our shipping partner.

Undamaged Items

Luminaya will allow any undamaged item within 30 days of purchase as long as the product is returned in its original condition including unopened and unmarked packaging, and is accompanied by proof of purchase in the form of a tax invoice/receipt and/or packing slip.  Delivery and handling charges on returns are not refundable for incorrect choice, and products are to be returned to us at the customer's own cost and risk.  In order to process your return of goods, please submit your request via the link at the bottom of this page.

We will also not pay for the return of goods to us in this instance this will be the responsibility of the customer.

Refunds

If we unable to replace or exchange the goods returned, we will contact you to arrange a refund. We can process a refund by re-imbursing your credit card, or by returning funds to your PayPal account - whichever payment method was used to pay for your order.

How to Make a Return

You can submit a return request directly via this website using the link below.  
We will then contact you with further instructions.