LUCENTE COLLECTIVE SHIPPING POLICY

SHIPMENT OF ONLINE ORDERS

 All Standard Domestic orders placed via our online store are shipped with Sendle.

All Express Domestic orders placed via our online store are shipped with Australia Post Express.

All International orders placed via our online store are shipped with Australia Post International.

Online orders are processed Monday - Friday within 48hrs of being placed *unless a public holiday falls then it will be processed on the next business day.

DOMESTIC SHIPPING

Our priority is to dispatch your order as efficiently as possible. All standard Domestic orders are sent via Sendle. Sendle will deliver your order to you approx. 2- 5 business days. Your tracking number will be added to your order and you will receive a shipping confirmation email.

 Sendle delivery times are an estimate and once your order is placed with them, we have no control on how long it takes for you to receive it. Post COVID 19, shipping times have improved but Sendle still experience delays during holiday and online event periods.

 All our deliveries sent with Sendle require signature on arrival, if you’re not home it will most likely be taken to your local post office for pick up.

Our express orders are sent via Australia Post Express. Australia Post Express will deliver your order to you in approx. 1-2 business days. Your tracking number will be added to your order and you will receive a shipping confirmation email.

INTERNATIONAL SHIPPING

 We offer international shipping via International Australia Post to our international customers. For more detailed information on international shipping, please click the below link. We offer flat rate international shipping for $30 to most countries, this is dependent on location and exchange rate.

Tracking details will be added to your order and you will receive a shipping confirmation email. Please allow 2-3 weeks to receive your parcel.

https://auspost.com.au/business/shipping/international-shipping

ORDER TIMELINES

All online orders are processed Monday – Friday

If you order before 12pm AEST your order will be sent out the same day.

If you order on the weekend your order will be dispatched within 24-48 hours.

During a sale period please allow 24-48 hours for any order to be dispatched.

TRACKING

Once your order has been processed, your tracking number will be added to your order and a shipping confirmation email will be sent to you.

All domestic orders can be tracked via the below links:

Sendle: https://try.sendle.com/en-au/tracking

Australia Post Express: https://auspost.com.au/mypost/track/#/search

International Australia Post: https://auspost.com.au/mypost/track/#/search

DUTIES & TAXES

We are required by Australian Law to declare the full value of the goods being shipped as 'merchandise' in AUD - we are unable to declare a lower value as 'gift'.

Please note that your order may attract import duties or local taxes upon arrival into your destination country. Please familiarise yourself with any such local customs charges that may be applicable before purchasing.

EMAIL CONFIRMATIONS 

We like to keep you as up to date with the process of getting your order to you. You will receive the two following email notifications:

  1. Order confirmation – we have received your order and we are getting it ready
  2. Shipping Confirmation – your order has been dispatched and it is on its way to you. This email also includes your tracking information.

PICK UP IN STORE

At Lucente Collective, we offer pick up in store as an option for our all-local customers.

You will be sent a text from our Lucente Collective Online Team when your order is ready to collect in store. Please don’t come if you haven’t received a confirmation text as your order may not be ready to be collected.

You can organise a pickup from our Hawthorn Boutique:

769E Glenferrie Road,

Hawthorn, 3122

VIC

FREE SHIPPING

Please note that our offer of Free Shipping applies if your order is over $150 and within Australia.

This offer applies with regards to our first delivery of the order.

If you change your mind and wish to return your purchase or exchange it you will need to pay the cost of return shipping. We will contact you to arrange payment for shipping the replacement item. Standard Shipping is $10.

RESPONSIBILITY FOR LOST OR STOLEN ITEMS

We will provide you with the tracking number immediately after we have sent your order. If you do not receive your item within the expected time please contact us and we will check with the shipper. 

Please note that we can't be held responsible for lost or stolen deliveries (as this is outside of our control) but we will do our best to try and help you to locate your order. Please ensure that the address you provide to us for delivery is secure. 

SHIPPING/TRACKING FAQ – FREQUENTLY ASKED QUESITONS

CHANGING YOUR DELIVERY ADDRESS

We aim to process and pack your order as quickly as possible. This means your shipping address can only be changed if your order has not left.

To change your shipping address, please contact us as soon as possible on 61+ 0477 000 858 or by email to customercare@lucentecollective.com.au 

INCORRECT SHIPPING ADDRESS

Please take extra care when entering your shipping address to make sure all details are correct. In the event that you provide us with an invalid shipping address and as a result the parcel is automatically returned to us by our sender, we are not responsible. Any further required shipping to have the parcel sent back to you will be at your expense.