Thanks for shopping at LUUMO DESIGN. We appreciate the fact that you like to buy our products. We also want to make sure you have a rewarding experience while you’re exploring our website and purchasing from us. As with any shopping experience, there are terms and conditions that apply to transactions at LUUMO DESIGN. By placing an order at LUUMO DESIGN, you agree to the terms set forth below along with LUUMO DESIGN Privacy Policy. We fundamentally believe you will be thrilled with the products you purchase from LUUMO DESIGN. However, we understand that sometimes a product may not be quite what you expected. In that event, we invite you to review the Returns Policy. Importantly, the rights in this policy are in line with the statutory rights to which you are entitled under the Australian Consumer Law.
ORDER POLICY
Typographical and input errors are correctable up until you submit your order. Once your order has been submitted you will be issued by email with an order confirmation, which will confirm your order details and reference number. This process is irrespective of whether your order was placed online or by telephone. We will inform you if your payment can not be authorised or if your order has been declined, in these cases it’s suggested that you call us to complete your transaction.
PRICES AND PAYMENT
All prices quoted are in AUD (Australian Dollar) and include GST but exclude delivery costs. Delivery charges will be shown clearly in the shopping basket prior to you submitting your order. Products are subject to availability. If an item becomes unavailable we will offer full refund or an alternative. Whilst every effort is made to ensure the accuracy of the information contained within this site, occasionally an error may occur. If an error is discovered in the price or description of an item you have ordered, you will be contacted immediately and given the choice of whether to continue or cancel your order.
PRICE MATCHING
We keep our pricing in line with the PRICE LISTS given to us by the brands each year, as we believe in acting with honesty and integrity towards the brands/designers we support and fairly with other competitors. However, if you find a cheaper price from an Australian based business who is an authorised stockist, and you would prefer to support an independent small business, please email the details to info@luumodesign.com and we will price match the offer and do a little better! Please note this offer includes the shipping fee where applicable.
TRADE ACCOUNTS
We offer Trade accounts to architects, interior designers and stylists, please email us at info@luumodesign.com with details of your business and current ABN no. The trade discounts do not include items on sale, nor are they valid for free shipping. The Trade accounts can not be used in conjunction with gift cards or any other offers.
PAYMENT IS DUE ON SUBMITTING ORDER
Please note that we will accept payment only from registered payment cards, orders made with a non-registered payment card will be refunded, we will not accept any liability for changes in exchange rate or bank/ payment provider charges should this occur.
Payment must be made in full with funds clearing our bank account before delivery of goods.
CREDIT CARD & DEBIT CARDS
The balance can be settled using following credit or prepaid card (Visa, MasterCard and American Express) by using the secure Stripe pro payment system. If you return the goods, the amount will be credited back to the card which the initial payment was made with. The card details required for the payment are transferred securely through SSL (Secure Sockets Layer protocol). Stripe automatically encrypts all information about the payment transaction with the SSL security system that ensures that no one can in any way read the information sent over the Internet.
BANK TRANSFER
If you prefer not to use a credit card, you can pay by bank transfer via your internet banking or directly from your branch. Making a payment to LUUMO DESIGN by bank transfer is easy, you can even included the cost of shipping to the total amount when making the transfer. The account details required are as follows:
Bank Name: NAB
Bank Branch: Bondi Junction (Sydney - NSW)
Account Name: Luumo Design
Account Number: 74 311 6434
BSB Number: 082 140
SWIFT Code: NATAAU3303M
Remember to enter the subject for the order number that you can find on the confirmation email. As soon as we receive the payment the order will be activated and the delivery procedure will commence. Please send the PDF bank confirmation to info@luumodesign.com.
All goods are to be paid in full prior to receiving the goods. If goods are delivered to a clients home by a designer or architect, the balance must be paid with 24 hours. If good are not paid for within this time frame additional charges will apply per day at 1.5%.
PRODUCT INFORMATION
All product information which includes images and dimensions are obtained by the product manufacturers. We endeavour to ensure all information is as up to date and accurate. All accessories supplied with a product are subject to change or upgrade at the manufacturers discretion. We will supply the product as supplied to us by the manufacturer.
SHIPPING
Generally where an order contains more than one item, all items will be delivered at the same time. If an item is unavailable, please contact us and we can let you know when it will be back in stock. Deliveries are made on weekdays and we do not currently deliver on weekends. We endeavour to ship your item(s) within 2-5 working days depending on stock availability.
AUSTRALIA:
- Fixed rate shipping calculated at checkout
- Delivery within 5 to 10 business days (for items in stock)
- Free CLICK & COLLECT from Sydney on non bulky items only
INTERNATIONAL:
- Fixed rate shipping calculated at checkout
- New Zealand delivery within 7-10 working days - North America, Western Europe, Asia and the Pacific delivery within 6-13 working days - Rest of the world delivery within 10-15 working days
BULKY & HEAVY ITEMS:
- Additional freight charges may be applicable for large or heavy orders, or for shipments to interstate or regional locations (If extra freight charges are incurred, we will be in contact with you to discuss once the order has been received)
It is your responsibility to ensure the item(s) you have ordered will pass through all access points in your home. Once delivery has been made to your door, you will be responsible for them. Please inspect your goods and make a note on the delivery document if there are any shortages or damages. If you have not received all of your order or an item is damaged, it is then your responsibility to inform us within 12 days for missing items and 48 hours for damages. We aim to keep our customers happy, and the sooner you contact us, the quicker we can respond and rectify any issues.
FREE SHIPPING
When we offer free shipping, the cost of shipping can not be greater than 20% of the normal rrp. We will always endeavour to look for the best shipping rates, however Australia is a vast country and in some instances it is not possible for us to fulfil the sale to regional areas.
RUG DELIVERY
We offer free standard shipping on our rugs in Australia by Tribe Home.
Our VIP service is available on Tribe Home and The Rug Collection rugs, there is additional charge depending on the delivery address. The VIP service includes, notification prior to delivery, rug placement in the room and rubbish removal. Please contact us at info@luumodesign.com for further information and pricing.
CUSTOM MADE ITEMS
All upholstered furniture pieces are made to order and can not be cancelled, refunded or exchanged for change of mind once the deposit payment has been received.
By making the deposit you are agreeing to the terms and conditions of this custom made sale.
Once deposit/invoice has been paid, custom orders cannot be cancelled without forfeiting their payment.
Please ensure all the details are accurate on the invoice prior to payment.
GIFT CARDS
Gift cards can not be purchased in conjunction with a sale. Full prices apply.
Gift cards are valid for three years.
RETURNS
We want your experience to be enjoyable and we appreciate the time you have spent on our website, if you have any questions about our policy please contact us on +61 420 747 548 or email us at info@luumodesign.com. Luumo are happy to offer an exchange or store credit so long as the following criteria is met: We are contacted within 14 days, and the items are in the original packaging and in a re-sellable condition. We will require a proof of purchase, either the original receipt or credit card statement. To return an item, please email us at info@luumodesign.com or call us on +61 420 747 548 Monday - Friday 10am to 4pm (EST), within 14 days of receiving the item, or 24 hours if the item is damaged.
With some brands i.e Gubi there will be a 20% re-shelving admin fee.
DAMAGED OR FAULTY ITEMS
All items must be opened and checked within 24 hours of receiving them. In the unlikely event there is a fault or damage in transit please contact us immediately on info@luumodesign.com or +61 420 747 548 to discuss it’s repair or replacement.
Please do not return any items without contacting us first.
If you are reporting goods as damaged or faulty, digital images of the damage will be required. We are unable to process any damage claims without images. Once the claim has been approved, the product(s) must be returned in the original packaging, including any accessories, manuals, and documentation. Once we receive the item(s) we'll process the return, and issue a credit or exchange. Please keep the postage receipts when returning the damaged/faulty goods, so we can refund this amount when required.
We will endeavour to arrange a repair, if this is not possible we will organise a replacement. If it’s no longer possible to replace the product we will provide a full refund. We aim to keep our customers happy, and the sooner you contact us, the quicker we can respond and rectify any issues.
To avoid delays in processing claims, there must be no outstanding balance on the clients account owing to Luumo Design.
Sale items and bed linens are not eligible for exchange or refund.
REFUND METHOD ON FAULTY ITEMS
Your refund will be issued after we receive your item(s) at the LUUMO DESIGN address. The way your refund is processed depends on your original payment method. Credit card refunds will be sent to the card-issuing bank within five business days of receipt of the returned package. Please contact the card-issuing bank with questions about when the credit will be posted to your account. For direct deposit payments, you will need to provide us with your bank details, please allow up to ten days for LUUMO DESIGN to post the refund to your account. If you paid by LUUMO DESIGN Gift Certificate, equal refunds will be sent using a new LUUMO DESIGN Gift Certificate code by email.
LAYBY POLICY
Lay-Bys are offered at Luumo Design – please see below for the full terms and conditions.
- The lay-by period is for a maximum of three weeks.
- A deposit must be a minimum of 20% of the total purchase value.
- The minimum lay-by sale is $100.
- The cancellation charge on a lay-by is 20% of the total purchase price.
- There are no returns or exchanges on lay-by items with the exception of faulty goods or in accordance with your legislated rights.
- The customer or the store has the right to cancel a lay-by.
- If the customer cancels the lay-by within three weeks they have the right to a refund of the payments made, less the cancellation charge.
- If the store cancels the lay-by within three weeks the customer will be given seven days notice and will be entitled to a full refund of all payments made.
- Customers will be contacted for all lay-bys that are not completed by the due date. After the due date the lay-by will be cancelled and the customer will be given a refund for their payments made, less the cancellation charge.
- The cancellation charge is applied to compensate the retailer's selling, storage and administration costs.
- Any items placed on lay-by cannot be altered until the lay-by has been paid in full.
- No items can be taken by the customer until the entire lay-by has been paid in full.
- In the lead up to the end of season, Luumo Design is unable to offer its lay-by service. Pre existing lay-bys will not be affected.
PRIVACY
We take your privacy seriously. Because we gather certain types of information about our users, we want to help you understand the terms and conditions surrounding the collection and use of that information. This privacy statement discloses the types of information we gather, how we use it, and how to correct or change it. These privacy practices apply to the website located at the www.luumodesign.com and related LUUMO DESIGN websites, pages, applications, and mobile applications (collectively, the “site”), that you were viewing when you clicked through to this policy, which is operated directly by user by our affiliated companies.
For each visitor to our site, our web server automatically recognizes no information regarding the domain or email address except for information gathered utilizing Google Analytics. We collect the email addresses of those who communicate with us via email or subscribed our newsletter or opened own profile. These email addresses are used for internal review only and from time to time we may use the personal information we collect from you to identify particular products and services which we believe may be of interest to you. We use cookies to allow LUUMO DESIGN customers to log in to their account.
If you do not want to receive email from us in the future, please let us know by sending us email at info@luumodesign.com.
When you interact with our site, for example by making a purchase or subscribing to an email list, we may collect information about you including but not limited to your name, address, telephone number, and email address.
We may share this information with our affiliated companies who are controlled by, who control or who are under common control with LUUMO DESIGN.
We may share this information along with a record of any transactions you conduct on our Site or offline with us with a third-party advertising partner and its service providers in order to deliver you advertising tailored to your interests when you visit certain other websites. Data shared with our third-party partner is made anonymous.
We may use third parties to help us provide services and marketing to you, such as processing payments, fulfilling orders or designing website templates for your use. If personally identifiable information is provided to any of these third parties, we will require that such information be maintained by them in strictest confidence.
We use cookies to allow LUUMO DESIGN customers to login to their account. We may use technologies such as our own cookies to provide you with enhanced online display advertising tailored to your interests.
We may participate in behavioural-based advertising. This means that a third party may place a cookie on your browser, or use a web beacon, to collect information about your use of our website so that they can provide advertising about products and services tailored to your interest. That advertising may appear either on our website, or on other websites.
We may participate in demographic, interest, and location based advertising. If we do so, we will not use personally identifiable information (PII) in conjunction with this information. You may opt out or customize your demographic and interest based settings, on the Google Display Network, using Ad Settings.
At times, you may be directed to third party websites and/or offered the option to download an application using a third party platform. Our provision of a link to any other website or our provision of an application using a third party platform is for your convenience and does not signify our endorsement of such other website, platform or its contents. When you click on such a link or download and use such an application, you will leave our Site and go to another website. During this process, a third party may collect personally identifiable information from you. We have no control over, do not review, and cannot be responsible for, these outside websites or their content. Please be aware that the terms of this privacy policy do not apply to these outside websites or content, or to any collection of data after you click on a link to a third party. You will need to contact them to understand their privacy policies.
Our site is not directed to individuals under the age of thirteen (13), and we request that these individuals do not provide personal information through our site. We do not knowingly collect information from children under thirteen (13) without parental consent. Visit the Federal Trade Commission website for more information about the Children's Online Privacy Protection Act (COPPA).
This privacy policy is subject to change. Please review it periodically. If we make changes to the policy, we will revise the “Last Updated” date at the top of this policy. Any changes to this policy will become effective when we post the revised policy on the site. Your use of the Site following these changes means that you accept the revised policy.
Upon request, we provide site visitors with access to all information (including proprietary information) that we maintain about them.
We have appropriate security measures in place in our physical facilities to protect against the loss, misuse or alteration of information that we have collected from you at our Site.
If you feel that this site is not following its stated information policy, you may contact us at info@luumodesign.com