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Designer Leather Dog Collar

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FAQ


Order:

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.

 

 

Gift Cards

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.

 

Payment

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.

 

Shipping

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 sales@luxdogdesign.com 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.

General Questions

How do I contact LUX Dog Design?

You can either email, fax of phone us on the below con­tact details:

Email: sales@luxdogdesign.com
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 info@luxdogdesign.com and we will get back to you with­in 48 hrs.