How long will it take to receive my order?
All items are shipped within 48 hours after payment has been cleared. Payment via credit card will be received by us immediately. Please allow 7 days for regular delivery, although most items will be received within 5 working days. All domestic orders are sent by Australia Post. Please see our Shipping Policy for further information regarding postage.
Which payment methods do you accept?
We accept Visa, Mastercard and PayPal.
How do I place an order online?
Shopping online with LUX Dog Design is fun and easy!
You can shop by category (Collars, Leads, Play etc…) using the navigation at the top of each page.
1. Click on the image to access the product detail page for specific information on the designer, colours and sizing options for the selected product. Please note that prices shown are in AUD, including GST. However at the top of the navigation bar there is an option to change the currency into USD, EURO, GBP, these prices act as a guide only. You can select your Shipping costs options at checkout. If you are purchasing outside Australia, prices will be linked to the current exchange rate and displayed in an approximate value. The final price for overseas customers will be calculated in accordance with the applicable exchange rate on the day your credit card company or bank processes the transaction.
2. To add a product(s) to your shopping bag, first select your colour (if applicable) and then the size you require and click on ‘Add to Shopping bag’, if you are unsure of your dogs size click on the “Sizing Chart” button and you will be directed to the products sizing chart which will show you in detail the measurements for each size. You can review the product (s) in your “shopping bag” on the top right hand corner of the webpage. You have the option to delete items by clicking on the bin icon at checkout.
3. Please complete the checkout and delivery information as prompted.
4. Select your preferred payment method. Payment can be made by credit card (Visa, Mastercard), PayPal or by redeeming a gift card.
Please carefully read our Terms and Conditions prior to placing your order. Every time you place an order with us, you will need to confirm to have read and agree to them.
How do I find the right size?
All pets come in different shapes and sizes, even the same breed will vary depending on their age and weight. You can click on the “Sizing Chart” symbol next to where you select your size on the product detail page, this will take you directly to each designers sizing page based on the item you have selected. If your final measurement is between sizes we strongly recommend you buy the larger size. Most exchange requests are made because customers have bought an item that is too small for their pet.
What is the “This item is not available register your interest” option?
Occasionally, we do sell out of the current range of products or selected sizes due to popularity, however some sold out items become available again if they are re-stocked. By adding your e-mail address on the “click here to register your interest “option for a particular item (and size, if applicable), you will be automatically notified via e-mail should that item come back in stock.
In this case, you will need to place the order for the requested item as you would normally do so on luxdogdesign.com. You will be notified only when the requested item is back in stock. Should the item sell out again, you will need to re-enter your e-mail address on the “click here to register your interest” option for that item to be notified again when it is available. If the item is no longer available you will be notified within four weeks after your registration. Please note that the “click here to register your interest” option does not reserve the item for you, nor does it guarantee that the item will be back in stock.
When are “register your interest” items back in stock?
There is no guarantee that these items will be back in stock. You will be notified within four weeks if the desired item is no longer available.
Can I pre-order a sold out item?
Unfortunately, we are unable to accept pre-orders. If the product is back in stock, you will be notified via email and you will need to place the order online.
How do I know that my order was placed successfully?
After a few minutes you will receive an order confirmation to your e-mail address when your order is placed successfully.
Do you offer Gift Cards?
Yes. We offer a variety of different values that can be selected, alternatively you also have an option to select a custom amount as long as that amount is $25 or greater. Preset values that can be selected are as follows:
$25 Gift Card
$50 Gift Card
$100 Gift Card
$150 Gift Card
$200 Gift Card
Your LUX Gift Certificate is redeemable through our online store. You may only redeem up to the amount specified on your Gift Card. Any invoice over and above the Gift Card limit must be paid at the time of checkout. The Gift Card is not redeemable for cash and must be used within 12 months of the purchase date.
How long are the LUX Gift Cards valid for?
Your LUX Gift Card will be valid for use for 12 months from the date of issue. Any balance that remains on a Gift Card will not be available for use after the card’s expiry date.
Can I return a LUX Gift Card?
No. Gift Cards cannot be returned.
Can I use the card over multiple transactions?
Yes the total value can be redeemed in parts on various orders.
What happens if my LUX gift card is Lost or stolen?
Treat your LUX Gift Card like cash. Lost or stolen cards will not be replaced or refunded.
Can I cancel my LUX Gift Card?
No, you cannot cancel your LUX Gift Card.
Exchanging items purchased with a LUX Gift Card.
Goods that are purchased solely, or in part with a Gift Card may be exchanged or returned subject to our returns policy.
Are your Credit Card payments secure?
YES. When you reach the LUX checkout, you will see a padlock in your browser indicating you are in a secure 128bit SSL webpage.
Secure Socket Layer (SSL) Web Server Certificates, such as the one used on this website, encrypt all data sent to and from the web site. This information is scrambled and hence unintelligible if intercepted.
This SSL technology is the standard for secure data transmission over the Internet and when you reach the final payment stage; your connection will change to the secure https channel.
How much are the custom duties and taxes for my order?
Custom policies vary widely between countries. For further information about import taxes as well as taxes in general in your country, please contact your local customs office. To ensure quick delivery to you, any custom duties and taxes imposed by your government will need to be paid for by yourself.
Do you ship to where I live?
We delivery anywhere in Australia, for a flat rate of $8.50 per order.
Do you ship internationally?
Yes, we will happily ship International orders to selective destinations, please check country options at checkout to see which countries we ship to. If your country is not listed please email us at firstname.lastname@example.org as we may be able to make special arrangements for your particular location.
How do you ship your orders?
Australia wide – Australia Post
International – Australia Post, International Registered Mail and Fedex
Which delivery method allows me to track my order?
Australia – Australia Post
International – Fedex
How can I track my order?
As soon as your order is shipped, you will receive an email notification with a tracking number.
Where will my order be shipped from?
Orders are shipped from Perth, Australia.
How long will it take for my order to arrive?
Australia Wide – All items are shipped within 48 hours after payment has been cleared. Payment via credit card will be received by us immediately. Please allow 7 days for regular delivery and 1 – 2* days for express orders. However please allow an extra day for processing and preparation of your order.
International – Please allow 3 – 5 working days using Fedex Economy and 3-10 working days using registered Airmail. Signature will be required upon delivery on both these methods and 3-10 working days for regular Airmail which does not require a signature.
If, for any reason, we are unable to dispatch your order within 2 working days we will notify you.
* Australian capital, metropolitan & major regional areas. Delivery can take up to 3 days for remote & rural districts. Express Post is used for NT, Lord Howe & Christmas Islands. At peak times there can be delivery delays and you will be kept up to date by our Customer Care
What is the fastest way to get my new product?
The quickest way to get your new product is to pay by secure credit card and select DHL Express at check out for orders within Australia and Fedex for international orders.
Do I need to sign for the package?
Only if you are using either DHL (Australia Only) or Fedex (International).
Returns and Exchanges
Can I get a refund?
We will gladly exchange or refund most of our items within 7 days from receiving, by completing our Returns & Exchanges form; this form must be completed and returned within this 7 day timeframe. Please note that each item will be inspected for wear and tear before a refund will be issued. Unfortunately opened food, treats, shampoos and other spa products cannot be returned due to health and safety reasons. The item must be returned within 14 days in an unwashed, unworn and resalable condition. Shipping fees will not be refunded. Please see our Returns Policy for more information.
Where do I get and lodge the Return/Refund/Exchange Form?
The returns form must be completed within 7 days of receipt of the product. The product will undergo a quality control check and must abide by our 5 returns criteria, would like to know more please click here.
Can I exchange an item for a different item?
No, we can only exchange an item for the same item in a different size, if available. Please see our returns policy by clicking here.
When will I receive a refund for returned items?
A time frame of a few days can pass between the receipt of your returned merchandise and the return/refund process. Normally credit appears within 2 months on your credit card statement. In case the recipient of the product does not correspond with the buyer of the product, a credit will be refunded to the original buyer and the credit card holder. Please note that shipping costs will not be refunded.
Please be aware that international customs duties and sales taxes are NOT refunded for shipments outside Australia.
How do I contact LUX Dog Design?
You can either email, fax of phone us on the below contact details:
Phone/Fax: (08) 6468 7101
How do I unsubscribe from the newsletter?
Each newsletter that we send has a link to unsubscribe from all future messages.
Whom can I contact in case of questions or problems?
Our customer care team is ready to assist you with questions and queries please send us and e-mail at email@example.com and we will get back to you within 48 hrs.