Shipping policy

Order Dispatch

Order dispatch will generally occur within 1 business day, it can however take an extra day for your order to be processed and ready for dispatch.

Orders after 12PM will be dispatched the following day as there is a cutoff point where orders get picked up by our courier.

We try our best to process orders as soon as possible for dispatch, so please provide an avenue for us to contact you if there is a problem with the order or consignment, either phone number or email is adequate.

Public Holiday Notice: Keep in mind we aren't available during public holidays, so orders placed during this time will be processed the following business day. 

 

Shipping options

Postage

Dispatch

Delivery

Costs

Cost for orders over $150

Standard (NSW, VIC, SA, TAS)*

1-2 Days

1-5 business days after dispatch

$9.95

Free

Standard (QLD, NT, WA)*

1-2 Days

3-8 business days after dispatch

$14.95

 

Express (NSW, VIC, SA, TAS)

Next business day

1-2 business days after dispatch

$14.95


Express (QLD, NT, WA)

Next business day

3-5 business  days after dispatch

$19.95


 

*Please note that orders exceeding 5kg may incur additional shipping charges.

Tracking is provided for all orders and will be sent to you via email, if you haven’t received one after dispatch then feel free to contact us at info@luminousbeautysupply.com.au. Just make sure to provide your order number and we’ll be happy to assist as soon as possible.

 

International Shipping

We only ship domestically within Australia.

 

Delivery failure

If a shipment is returned due to:

  • Incorrect address provided by you
  • Failure to collect from the Post Office or local depot
  • Unavailability to sign for delivery
  • Refusal of delivery
  • Courier unable to access the property
  • Authority to Leave provided, but no safe location available

A re-delivery fee will be calculated for your delivery address and must be paid prior to re-dispatch.

If a delivery fails for the reasons mentioned above and you request a refund, we will deduct the original shipping cost paid by Luminous Beauty Supply to the delivery contractor from your refund amount.

 

Returns

We understand that you might need to return something to us for a number of reasons.  Before any returns will be accepted or processed, you must contact us within 14 days of receiving the product before sending anything back.  This is necessary to ensure the correct procedure is followed so the process is as quick and easy as possible.

Items must be returned to us via tracked postage or courier.  Without a verifiable tracking number, you accept full risk of the item not reaching us.  Returns not received by us will not qualify for replacement or refund.

1. You changed your mind, found it cheaper somewhere else or decided you don’t like the product

  • We offer a 30 day return policy in these situations.  That means if you are not satisfied with your purchase, you are welcome to return it to us up to 30 days after you received it for a refund only of the original purchase price, excluding original delivery costs, and less a $10 administration and restocking fee.
  • All returned items must be in brand new, unused condition, in their original shipped packaging, and include all parts and accessories.  Except for faulty products, items which have been opened will not be accepted for return.  Where returned items are not received by us in brand new condition, we will return them to you once you pay us the cost of redelivery to do so.
  • Return shipping costs are to be borne by you and are non-refundable.
  • Products sold as part of a promotion, products listed as non-returnable, and cosmetics, topical application or personal use products that have been opened but are not faulty are excluded from this change of mind return policy, and cannot be returned.

2. The item arrived damaged or missing something

  • All orders leave our warehouse in brand new undamaged condition.  If your item arrives damaged or missing parts, we will gladly replace it for you (or if stocks are exhausted, refund you in full) and reimburse you for any return shipping costs you incur to return the item to us.  Please send us a copy of the receipt for any shipping costs you incur.
  • All claims for damaged items must be made within 2 business days of receiving your order.  It is important that you open your order as soon as you get it, and notify us immediately if there is any damage.  Reports of products received damaged will not be accepted if they are more than 2 business days after delivery.
  • Please take photographs of any damage and send them to us via email before sending the item back, as we need to report damage to our insurer, delivery courier and warehouse.  We will provide you with the email address once you contact us first.

3. The item is faulty

  • Your purchase automatically comes with protections under Australian Consumer Law that cannot be excluded. All of our products are fully backed by manufacturer warranty.
  • Should your product be faulty, please contact us promptly so we can guide you through the correct process for having the fault rectified under the manufacturer warranty.  Depending on the manufacturer’s warranty terms and requirements, we will either repair or replace it for you (or if stocks are exhausted, refund you) excluding original delivery costs.

Electrical products:
All electrical products include 12 months warranty. For more product-specific information, please refer to the product page.

Colour Disclaimer:
Displayed colours are to be used as a guide only, as colours may appear slightly different in person compared to on-screen display. If you are unsure about colours, please contact us prior to making your purchase.
If you are unsatisfied with the colour once received, returns may be possible provided that the products are unopen and unused. Please refer to our return policy for more information.

Gel Polish Disclaimer:
Exposure to UV light/rays and certain products such as cleaning or tanning products and certain LED lamps could compromise with the product’s chemical bonds and result in discolouration overtime. This is completely normal and is not due to faulty products.

Dipping Systems Disclaimer:
If working slow, over exposure to oxygen may occur, resulting in a hardening of the Base/Top coat brushes. This can also occur if dipping powder becomes stuck on the brushes. To resolve, soak the brush in the Brush Saver for at least five minutes before cleaning the brush with lint-free wipes.

Base and Top coat solutions may sometimes become thick and cloudy as a result of contamination
with the dipping powder. If this occurs, the solution is no longer usable.

Refunds may only be processed to the payment method the original transaction was paid with.