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Frequently Asked Questions
How long will my order take to arrive?
AUSTRALIA POST AND STAR TRACK EXPRESS ARE CURRENTLY EXPERIENCE LONGER THAN USUAL DELAYS DUE TO THE NSW & VICTORIA LOCKDOWNS AND THE INCREASE IN ONLINE SHIPPING.
Keep up to date with Australia Post’s alerts & delivery times here
| Shipping Method | Cost | Total Delivery Time |
| Australia Post Express eParcel, Go People, Toll, Couriers Please | $12.95 | 1- 3 business days. |
| Australia Post eParcel | $9.35 | 2 - 6 business days. |
What if my order hasn't arrived in the estimated time?
Please note that our shipping guidelines are based on the estimated time of arrival from the dispatch date, not the date your order is placed.
Please be advised that our delivery time guidelines are based on business days, which only includes Monday - Friday and excludes public holidays. For Victorian addresses who have nominated Australia Post Express as their delivery service, your parcel may be delivered on a Saturday.
If you believe your order is outside the specified time range of delivery, and you are having your parcel delivered to a business address, please check the mailroom or reception for your parcel.
If your parcel is being delivered to a home address and you have left delivery instructions, please check around your property (such as the meter box, carport etc) for somewhere safe the delivery driver may have left your parcel.
Please check your confirmation email to confirm your delivery address was correct.
Who will deliver my parcel?
Standard eParcel - Australia Post
Express Post (VIC and NSW) -Australia Post
Express Post (rest of AUS) - Australia Post
How to track your parcel with Australia Post:
1. You'll find your tracking number in your shipment confirmation email.
2. You can click on the tracking number which will take you through to Australia Post's tracking portal or you can enter the number here: http://auspost.com.au/track/track.html
For parcel enquiries you can contact Australia Post directly on 137 678
If you have been through these processes and still cannot locate your parcel, please email us at info@luxuryhaircare.com.au.
Ways to ensure you don't miss your delivery:
Our deliveries with Australia Post are delivered with safe drop, meaning your parcel will be left in a secure place around your property if no-one is home. If there is nowhere safe to leave your parcel, please note this in the Delivery Comments box at the final stage of checkout.
If you are having your parcel delivered to a work address, please ensure you include your business name and any delivery instructions (eg "Leave at Reception").
If your parcel is being delivered with our same day delivery service, please ensure your mobile number is in the delivery comments or on your customer account, so we can contact you if necessary.
What happens if an item I ordered was out of stock?
If one of the items you've ordered is out of stock, your order will be placed on hold until the available item comes back into stock.
This will be reflected in your confirmation email, as your dispatch date will be delayed.
If you would like an update on when a product will come back into stock, please email us at info@luxuryhaircare.com.au.
Thanks for understanding.
Flammable Items
Please note flammable items being sent to VIC and NSW can travel via Courier Express. All other states are restricted to Australia Post eParcel Standard Shipping.
Returns
If you'd like to return an item to us, please view our return information page.
Any other questions?
Please contact our customer service team at info@luxuryhaircare.com.au, our working hours are 9am - 5pm AEST, Monday to Friday, excluding national public holidays. You can also contact us via our online chat for further information.
