FAQs
Shipping + Delivery
Do you ship orders the same day?
Orders placed by 10am AEST on business days are usually dispatched the same day from our Brisbane warehouse, except orders for concrete candles. As our concrete candles are made to order, based on your choice of size, colour and scent combination, these take 1-2 business days to make.
During peak periods (like sales or holiday seasons, including Mother's Day, EOFY, and Black Friday), dispatch can take up to 5-7 business days.
What are your shipping options and costs?
Please view full shipping details here.
Do you ship on weekends or public holidays?
Orders are processed on weekdays only from our Brisbane studio. Deliveries may occur on weekends if offered by your local delivery service (typically during high-traffic periods like Christmas).
Do you offer international shipping?
No, we don't currently offer international shipping.
What if I’m not home for delivery?
We use Aramex, Couriers Please, AusPost and TNT Road Express to ship all Australian orders. You'll have the option at checkout to choose delivery with Authority to Leave, or Signature on Delivery. If you’re not home, depending on your local delivery service, your parcel will be taken to your local post office or back to the private courier service's depot, and you’ll be notified via a card, email or SMS.
Can I pick up my order in person?
Yes, if you are a Brisbane local, you can collect from our Hemmant or Hawthorne locations. You can let us know if you'd like to collect your order by emailing us at hello@lumenandluxe.com.au
Can I redirect my order after placing it?
Once your order is placed, you have a small window of 8 hours to let us know of any delivery address changes. If your parcel is in transit, you can request a redirection directly through your delivery service, however any address changes or Safe Drop allocations are the responsibility of the customer.
Orders + Payments
What payment methods do you accept?
We accept Visa, Mastercard, PayPal, PayPal Pay in 4, Apple Pay, Google Pay, Shopify Pay, and Afterpay.
Do you offer discount codes?
Subscribe to receive a welcome discount, early access to sales, exclusive offers, subscriber-only promos and secret gifts.
Can I change or cancel my order?
Once your order is placed, you have a small window of 4 hours to let us know of any changes.
Returns & Exchanges
What is your return policy?
We accept returns on full-priced items, lodged within 7 days of delivery, provided they are unused and their in original condition. To initiate a return, please email us at hello@lumenandluxe.com.au
Are sale or promotional items eligible for return?
Items purchased during a sale, promotion, or from our sale section are final sale and not eligible for return, unless deemed faulty as per Australian Consumer Law.
What if I received a free gift with my purchase?
If your return brings your order below the qualifying amount for the free gift, the gift must also be returned. If not returned, the full RRP of the gift will be deducted from your refund or store credit.
Who covers return shipping costs?
Return shipping costs are the responsibility of the customer.
Can I exchange an item?
Yes we offer exchanges depending on product availability. To initiate an exchange, please email us at hello@lumenandluxe.com.au
General Info
Where are your products made?
All Lumen + Luxe products are designed and made in our Brisbane studio.
Where is Lumen + Luxe based based?
We’re based in Brisbane, Queensland, Australia.
How long have you been in business?
Lumen + Luxe began in 2016. We started selling at our local markets, and have now grown into a home fragrances house making handcrafted statement pieces loved by thousands of customers across Australia.
Do you offer gift wrapping?
Yes - you can select gift wrapping on the product page before adding your item to the cart.
Do you offer gift cards?
Gift cards are coming soon
Do you offer wholesale?
Yes - you can apply by sending us an email at hello@lumenandluxe.com.au. Please include your business name, location, contact details and which collections you'd like to stock.