Help & support

FAQ

Ordering and personalising

How do I personalise a product?

On the product page, choose your options (colour, size, design) and enter the name, text or date in the fields above the “Add to cart” button. For photo products, upload your photo there too. We make exactly what you enter, including spelling and capitalisation – please double-check before you order.

Can I change my personalisation after ordering?

Yes, free of charge until production starts – normally within 1–3 business days. Email support@luxinova-au.com with your order number (AU-…) as soon as possible.

My photo upload didn't work. What now?

Place the order anyway and email the photo with your order number to support@luxinova-au.com. We'll attach it to your order.

Which photo works best?

A sharp, well-lit photo where the faces or subject fill the frame. A photo straight from your phone is ideal; screenshots and images forwarded through messaging apps are often too small. JPG or PNG, up to 20 MB. We check every photo and contact you if it won't work well.

Delivery

How long does delivery take?

Personalised items are made to order: 1–3 business days processing, about 5 business days production and 2–4 business days delivery – 8–12 business days in total. You'll get a tracking link as soon as your parcel is on its way.

How much is shipping?

Nothing. Shipping is free to every Australian state and territory, including PO boxes, with no minimum order.

Who makes and ships my order?

Every order is made to order and dispatched directly by our production partner – we don't ship from a local warehouse, which is why delivery takes a little longer than a local store. Orders under A$1,000 aren't charged customs duty on arrival and we don't charge GST, so the price at checkout is the price you pay.

When do I need to order for Christmas?

Order by Sunday 6 December for delivery before Christmas.

Can I send it straight to the recipient?

Yes – enter their address as the delivery address at checkout. The parcel never contains prices or an invoice.

Returns and problems

Can I return a personalised item?

Personalised items are made to your details, so we can't accept change-of-mind returns on them. Your rights under the Australian Consumer Law always apply: if an item is faulty, damaged in transit or not what you ordered, we'll repair, replace or refund it. See our Refund & Returns Policy.

Can I return a non-personalised item?

Yes, within 30 days of delivery for a change of mind, unused and in its original packaging. Return postage is at your cost.

My parcel arrived damaged.

Email us within 7 days with a couple of photos and your order number. We'll replace the item at no cost to you.

Payment and company

Which payment methods do you accept?

Credit and debit cards, Apple Pay, Google Pay, Shop Pay and PayPal. All payments are processed securely by Shopify Payments or PayPal; we never see your card details.

Who is behind Luxinova?

Luxinova is a brand of Gabrisa Limited, a family-run company registered in Hong Kong (Company Registration Number 77665906). Read more on our About us page.

How do I reach you?

Email support@luxinova-au.com or use the contact form. We reply within 1 business day.