Shipping policy

Lume Skinlabs Pty Ltd
Last updated: [insert date]

This Shipping & Delivery Policy should be read in conjunction with our Returns & Refunds Policy and Terms & Conditions.

Order Processing

All orders are processed within 1–3 business days (excluding weekends and public holidays).

Once your order has been processed and dispatched, you will receive a shipping confirmation email with tracking details.

During peak periods, promotions, or product launches, processing times may be extended.

Shipping Locations

We currently ship:

  • Within Australia

  • Internationally to selected countries (where available)

Shipping availability, costs, and delivery estimates are displayed at checkout.

Delivery Timeframes

Estimated delivery times are provided as a guide only and commence from the date of dispatch, not the date of order.

Delivery timeframes may vary depending on:

  • Location

  • Carrier delays

  • Public holidays

  • Weather or unforeseen events

Lume Skinlabs is not responsible for delays caused by shipping carriers or events beyond our reasonable control.

Shipping Costs

Shipping costs are calculated at checkout based on:

  • Delivery location

  • Order size and weight

Shipping fees are non-refundable, except where required under Australian Consumer Law.

Tracking & Delivery Responsibility

Once an order has been dispatched and tracking details provided:

  • Responsibility for the parcel passes to the customer

  • Customers are responsible for ensuring delivery details are correct at checkout

Lume Skinlabs is not responsible for:

  • Delays once the parcel has been dispatched

  • Parcels delivered to an incorrect address supplied by the customer

  • Failed delivery attempts due to unavailable recipients

Lost or Delayed Parcels

If your parcel is delayed or appears lost in transit, please contact the shipping carrier directly using the tracking details provided.

If assistance is required, you may contact us at:
📧 support@lumeskinlabs.com.au

We will assist where possible, however we are not liable for carrier delays or losses once the parcel has been dispatched.

Damaged or Incorrect Deliveries

If your order arrives damaged or incorrect, please contact us within 7 days of delivery with:

  • Your order number

  • A description of the issue

  • Clear photographs of the packaging and product

Eligible claims will be assessed in line with our Returns & Refunds Policy and Australian Consumer Law.

Undeliverable & Returned Parcels

If a parcel is returned to us due to:

  • Incorrect address

  • Failure to collect

  • Refusal of delivery

We may, at our discretion:

  • Re-ship the order at the customer’s expense, or

  • Refund the product cost excluding shipping fees

International Orders

For international deliveries:

  • Customs duties, taxes, or fees may apply

  • These charges are the responsibility of the customer

  • Delivery delays caused by customs are outside our control

Force Majeure

We are not liable for delivery delays or failures caused by events beyond our reasonable control, including carrier disruptions, customs delays, natural disasters, or supplier delays.

Relationship to Returns & Refunds

  • Shipping delays alone do not constitute a fault under Australian Consumer Law

  • Refunds for delayed delivery are not provided unless required by law

  • Faulty, damaged, or incorrect items are handled in accordance with our Returns & Refunds Policy

Contact Us

For shipping enquiries, contact:
📧 support@lumeskinlabs.com.au