Shipping and Returns

SHIPPING:

We are proud to offer FREE shipping over $45 on all Australian orders for most of our items (conditions apply*). Or alternatively Express shipping for our smaller items is available for $13.

For our larger items shipping will be calculated at checkout. If you want to use your own transport company please contact us at hello@oceanluxe.com.au before purchasing. Our oversized pieces are quoted on a per order basis, please email us for a quote.

We have a flat rate of $20 for any international order; excluding furniture and lighting items.

We use a mixture of couriers, Australia Post and removalists depending on your location and order. 

For our lighting and furniture range we cannot at this time ship to PO Boxes and Parcel Lockers. Please email us for more details.

Shipping times vary depending on where in Australia you live. Usually express post arrives 1-2 business days and standard shipping 3-6 business days. Sometimes shipping will take longer due to courier and postage delays, however all parcels including tracking so you can follow the journey of your new item.

We also offer free local delivery for orders over $50 to local postcodes of 2486 and 2487. Alternatively you are welcome to collect your items from our warehouse at 1/11 Industry Drive, Tweed Heads South, NSW. You will receive an email when your item is ready to be collected. 

We try to use sustainable and recyclable packaging in most cases as we value our planet and the footprint we leave upon it. 

(*Please note some long distance locations such as WA & NT or in regional, rural and remote Australia may be subject to a surcharge)


RETURNS AND EXCHANGES
:

We absolutely love our products and hope you do too. If you do not like your items for any reason please email us at hello@oceanluxe.com.au within 7 days to organise returning your items for 100% store credit or a monetary refund minus our 10% restocking/admin fee. All items will need to be returned within 7 working days from the date your item arrives with tags still attached. Please note refund or store credit does not cover postage costs and the customer is responsible for all shipping costs involved with a return. Please note cancelation of orders prior to shipping will also incur the 10% admin fee.

Our policy lasts 7 days since the day of arrival. If 7 days have gone by since your purchase has arrived, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. We accept no responsibility for returns that are sent by non-traceable postage methods and are not received. Unfortunately without the items we cannot issue an exchange or refund. We strongly suggest you send your returns using a traceable method, including tracking and signature on delivery, for high value items insurance is also recommended.

We can only refund to the original payment method used to purchase.

We are happy to exchange any item unless it is on sale. To exchange simply email us within 7 days of purchase to let us know what you would like to exchange your purchase for, return the product to our returns address and once we have received it we will send your newly requested item. Any difference in price will need to be paid for before we send the item.

If the product is damaged or faulty in some way we do offer a complete product replacement or money back returns policy. Any damage in transit will be processed in accordance with the relevant courier service.

Faulty according to the ACCC is:

- Has a problem that would have stopped someone from buying the item if they had known about it
- Is unsafe
- Is significantly different from the sample or description
- Doesn’t do what we said it would, or what you asked for and can’t be easily fixed.

Please note we are unable to accept returns from International orders


PRE ORDERS:

From time to time we will open pre orders for purchase of our items. We have recently changed our terms of services so that you only need to pay a 50% non-refundable deposit for your pre ordered goods at the time of placing your order. Please use code preorders at checkout. (Please not this code is only valid for pre order items)

Once our container arrives and we are ready to send the goods to you, we will send you an invoice for the remaining 50% and any shipping fees incurred.  We try out hardest to stick to the dates we provide for pre orders, however due to the nature of importing there will often be some variance. We will keep you informed of any changes along the way.

If you need an item by a particular date please contact us via email hello@oceanluxe.com.au before you purchase. If your order contains a mixture of pre order and in stock items, your order will be shipped when all items are in stock. Please note some discounts are not available for pre order items.

 

PRODUCTS:

All our products are handmade in small batches by talented artisans in Indonesia. Due to this there will often by variances in the products from shipment to shipment. We don’t use factories or machines to make our products as this is what makes our products unique and different from large chain stores. 

If you want multiple products that look exactly the same we recommend you purchasing all items in the same shipment. If, for example you purchase a product today and another in three months times there may be a chance for slight variations; eg. the weave may be thicker, the angled degree slightly sharper, the rattan thickness slighter larger etc. we don’t view these as faults of the products rather it shows the true handmade nature of our products and shows that by purchasing these items you are supporting family and community run businesses and not mass produced, factory and computer made products.