Exchange information and faulty item returns
We happily accept returns for items unused and in original condition and packaging within 14 days from date of delivery for an exchange or store credit. Refunds may be provided for damaged or faulty items.
We are happy to exchange for you provided it meets the following guidelines:
- Within 14 days (unless item was delivered outside the normal 14 day period)
- You provide Proof of purchase
- Items need to be in brand new / unused condition in original packaging all tags/labels attached, please check colour, dimensions and suitability before opening packaging as it need to be in the same condition for resale.
- All postage paid by customer including returning item to us (except in case of faulty items)
- In the case of faulty items please communicate with us via email first, and we will be happy to refund or exchange – Within 14 days
- Free delivery will not be offered to exchanges
- We aim to process returns within 5 business days of receiving them and often much faster. Once your return is processed we’ll contact you via email with the details.
We happily accept returns for unused and in original condition and packaging within 14 days from date of delivery for an exchange or store credit.
Did your order arrive not up to scratch?
Does your pillowcase not quite fit? Please measure before you purchase as we do not offer money back refunds. If your still don’t think its quite right, that’s no problem. Let us know and we’ll swap it over, you’ll just have to cover the postage so we can sort it out and you’ll have your beautiful pillowcase to sleep on in no time. Please be sure to measure before you buy so hopefully you can get it right the first time.
If your order arrives broken or damaged, we are so sorry to hear this, we pride ourselves on quality products and happy customers. Please let us know within seven days of receiving it, so we can get this sorted out for you.
Warranty. We offer a 60 day warranty on all Lujo Home products valid from the date of purchase.
The warranty covers manufacturing faults or damage occurring during shipping but doesn’t cover neglect or wear and tear or incorrect washing. Please keep in mind our pure Mulberry silk items are of a delicate nature and need to be treated as such. Our warranty does not cover washing issues or stains, silk shining fade from washing. You can find more information on this in our FAQ page. Please keep this in mind before purchasing.
At our discretion we will have the product inspected and if considered a manufacturing fault, we will replace or repair your damaged product.
How will I be refunded if my items arrive damaged? You will be credited back to the original payment source.
- We do not offer money back refunds on change of mind including wrong size
- We do not offer exchanges or returns on items such as quilts, sheet/sheet sets, or scrunchies please measure and read all descriptions thoroughly before purchasing
- Afterpay, Zippay, Humm and Laybuy purchases are only eligible for return for credit, not refund. This is because the payment contract is with the credit provider, not Lujo Home.
- Sale items are also final, no returns on Sale items.
What to do?
1. Contact us by email with details about the return at firstname.lastname@example.org
2. Download, print, fill in the LUJO HOME EXCHANGE AND RETURNS FORM
3. Return the product to us, including the Returns form.
4. We’ll check the product is in original condition and provide your exchange or store credit.
Postage, and who pays for Postage?
- If you change your mind or need to change the size, you need to pay for the postage, if a product arrives damaged Lujo Home will cover the return postage.
- Please remember, you are responsible for safely packaging your return to ensure we receive the product in as new condition, we suggest you make sure your return parcel has tracking as we’re not responsible for a parcel not reaching us. We also suggest to return your item in the original white postage box it was sent in (or something similar) as gift boxes can be damaged in a soft courier or postage bag and this is not fit for resale.
- **Returns for change of mind or choosing the wrong size are responsible for postage both ways.
**PLEASE REMEMBER RETURN FORM MUST BE INCLUDED WITH RETURN
Click this LUJO HOME EXCHANGE AND RETURNS FORM link to download it.
Then print it, fill it in and include it with your return to:
Return address for couriers –
RETURNS LUJO HOME
Shop 10 90-108 Sherriffs Road
Morphett Vale SA 5162
Return address for Aust Post –
RETURNS LUJO HOME
PO Box 123
Morphett Vale SA 5162
Please note: you have 14 days to return exchanges to us from date of receiving the item (or it being delivered to the post office). Any exchanges or returns after 14 days are null and void.