Shipping policy

LUMMUSE

Shipping & Returns Policy

Draft prepared for internal review. Replace bracketed [placeholder] text once carrier, pricing and return-postage decisions are finalised. Last updated: 30th July 2026.

1. Where We Ship

We currently ship within Australia and New Zealand. If your delivery address falls outside these regions, please contact us before ordering.

2. Order Processing

Orders are processed within 1–2 business days of payment confirmation. Orders placed on weekends or public holidays will begin processing the next business day. You will receive a confirmation email once your order has been dispatched.

3. Shipping Costs

Shipping is charged at a flat rate of [$ amount] for Australian orders and [$ amount] for New Zealand orders, calculated at checkout.

4. Carrier and Delivery Timeframes

Orders are shipped via [carrier to be confirmed]. Estimated delivery timeframes are [X–X business days domestic / X–X business days for New Zealand — to be confirmed]. These are estimates only and delays can occur during peak periods or due to circumstances outside our control.

Tracking details [will / will not] be provided by email once your order is dispatched.

5. New Zealand Orders - Customs and Duties

International orders to New Zealand may be subject to local customs duties, taxes or import fees on arrival. These charges are the responsibility of the customer and are not included in our shipping costs or included at checkout.

6. Lost or Damaged Parcels

If your order arrives damaged, or does not arrive within the expected timeframe, please contact us at hello@lummuse.com.au with your order number so we can investigate with the carrier and arrange a resolution.

7. Change of Mind

As our products are professional beauty devices, we do not offer refunds or exchanges for change of mind. Please choose carefully and reach out to us before ordering if you have any questions about the product.

8. Faulty or Incorrect Items

Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law (ACL). Our goods come with guarantees that cannot be excluded under the ACL. You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

If you receive a faulty or incorrect item, please contact us within [X] days of delivery at hello@lummuse.com.au with your order number and photos of the issue. We will assess each case and offer a repair, replacement or refund in line with the ACL.

Return postage for confirmed faulty items is [to be confirmed — e.g. covered by LUMMUSE / covered by the customer].

9. How to Contact Us

For any questions about shipping, delivery or returns, contact us at:

  • Email: hello@lummuse.com.au

  • Phone: 0401 587 000

  • Address: Shop 3, 42 Bell Street, Torquay VIC 3228