This policy explains how Luma Treasures processes, dispatches, and delivers orders. It should be read together with our Terms of Service and Return & Refund Policy.

Cut-off Time for Shipment

• Orders placed before 1pm (AEST) will be packed and shipped the same business day
• Orders placed after 1pm (AEST) will be shipped the next business day
• Orders placed on weekends or public holidays are shipped the next business day

Shipping Within Australia

We ship Australia-wide from Melbourne (Dandenong South, Victoria) using trusted courier partners and Australia Post. All orders include tracking.

• Metro orders are sent by courier; regional addresses and PO Boxes are sent via Australia Post
• Express is perfect for gifts or last-minute orders, 1 to 3 business days in most metro areas

Delivery Standards (Estimated)

All orders are sent with Authority to Leave (ATL) by default, meaning the carrier may leave your parcel in a safe place without a signature. Estimated delivery times after dispatch:

Delivery times are estimates only and don’t include packing/processing time. Weather, peak seasons, or carrier delays may extend delivery times.

Processing & Tracking

• Orders are processed within 1-2 business days after payment is confirmed
• You’ll receive an email confirmation and tracking link once your order is shipped
• Please allow up to 24 hours for tracking information to become active

Shipping Restrictions

• We ship to both residential and commercial addresses
• PO Boxes are accepted via Australia Post

Incorrect or Incomplete Addresses

Please double-check your delivery address at checkout. We are unable to change the address once an order has been dispatched. If a parcel is returned to us due to an incorrect or incomplete address, re-delivery costs will be payable by the customer.

International Shipping

We ship worldwide using Australia Post International (with tracking). Please note for all international orders:

• Customs duties, import taxes, and fees are the responsibility of the customer.
• Delays may occur if your parcel is held by Customs.
• We cannot cover these charges or guarantee delivery timeframes once the parcel leaves Australia.

Damaged, Missing, or Lost Packages

• If your package arrives damaged, please contact us immediately with photos of the item and packaging, we will arrange a replacement or refund as set out in our Return & Refund Policy
• If your parcel hasn’t arrived, please check common safe drop spots or with neighbours first
• If it’s still missing, contact us with your order number and we’ll help track it down and lodge an enquiry with the carrier

If a parcel is confirmed lost in transit by the carrier, we will arrange a replacement or refund in accordance with your rights under the Australian Consumer Law.

Bulk & Wholesale Orders

• Large or pallet-quantity orders may be sent by freight carrier, with delivery times quoted at the time of order
• A contact phone number is required for freight deliveries so the carrier can arrange a delivery window
• Local pickup from our Dandenong South warehouse may be available by prior arrangement, contact us to organize.

Questions or Issues

For any shipping or delivery enquiries:

Luma Treasures

Email: sales@lumatreasures.com

335 South Gippsland Highway, Dandenong South VIC 3175, Australia