How can we help?
As soon as your order ships, you will receive an email confirmation to the email address you entered on your order, please allow 24 - 48 hours for tracking to be updated. If for some reason, you did not receive this email, please check your junk/spam folder.
Our products run true to size and therefore we recommend choosing your normal shoe size. If you are a half size, we recommend sizing up to the next size. Here is our size chart for reference -
https://australialuxeco.com/pages/size-chart
All sizes on www.australialuxeco.com are in USA sizing.
RETURNS
Products not purchased from this website are not accepted for returns.
If your order has not arrived or your tracking shows your parcel as delivered but you have not received it, please refer to our Shipping FAQ or contact customerservice@australialuxeco.com within 14 days of the expected or recorded delivery date. Missing or lost parcels are not processed as returns.
RETURN TIMEFRAME
Returns must be initiated within 28 days of receiving your order.
Once your return has been authorised, the item(s) must be shipped within 31 days of the original delivery date.
All returned items must be unworn, in their original condition and in their original packaging.
Please always include your order number inside your return package.
Once your return has been approved a prepaid label will be sent to your email address.
HOW TO START A RETURN
Please use our Returns Portal to start your return.
You can access the Returns Portal:
i. Using the Returns Portal link below
ii. From within your customer account
iii. Via your order confirmation
You will need your order number and the email address or phone number used to place your order.
Access the RETURNS PORTAL here
Once your return request has been approved, you will receive an automated email detailing the return instructions. Please note that the notification will be sent to the email address used to place your order.
U.S.A. RETURNS
Once your return has been approved, a prepaid USPS return label will be attached to your return approval email.
Please print the label, securely attach it to your return package and drop your parcel off at your local USPS location.
A $7.95 restock fee per item will be deducted from your refund when your return is processed unless an item is deemed to be faulty or on the rare occasion you were sent an item in error.
Please ensure your item is unworn, in its original condition and in its original packaging, and that your order number is included inside the return package.
INTERNATIONAL RETURNS
For all international returns, please contact customerservice@australialuxeco.com, where one of our team will help you arrange your return to the closest international warehouse location to your delivery address.
Please do not send your return until you have received the appropriate return instructions from our Customer Service team.
All duties and taxes are the responsibility of the purchaser unless a prodect is deemed faulty.
RETURN PROCESSING
- Please allow 21 days from receipt of goods at our warehouse for refunds and credits to be processed.
- Please note that our Quality team inspect every returned order.
- A $7.95 restock fee per item will be deducted from your refund when your return is processed unless an item is deemed to be faulty or on the rare occasion you were sent an item in error.
- We reserve the right to refuse any returns at any time.
EXCHANGES
We do not offer exchanges unless an item is faulty/defective or on the rare occasion you have been sent an item in error.
If you wish to re-order following your return, please order directly on our website. We recommend you re-order as soon as possible to avoid disappointment.
Where possible we will honour any original discounts that you received.
Please contact customerservice@australialuxeco.com if you have any queries regarding your order.
We do! Once your return is approved, we will send a free return label to your email address.
Please note that we charge a restocking fee of $7.95 per item which will be deducted from your refund. (USA Returns).
The restock fee is not charged on faulty products or on the rare occasion an item was sent to you in error.
Please see our Return Policy here -https://australialuxeco.com/pages/returns-exchanges
Please see our Returns Policy and instructions on how to return your order here -https://australialuxeco.com/pages/returns-exchanges
You can access our return portal via your order confirmation email, your customer account and within our Return Policy.
We charge a restocking fee of $7.95 per returned item per order (USA Returns), unless the product is faulty or you were sent an item in error.
The restocking fee will be deducted from your refund.
Please see our Return Policy here -https://australialuxeco.com/pages/returns-exchanges
We recommend choosing the larger size if you take a half size / 1/2 size. For example if you take a USA 7.5, we recommend choosing the size USA 8.
Please see our Returns Policy here -https://australialuxeco.com/pages/returns-exchanges
USA - Once your return has been approved, a prepaid return label will be sent to your email.
OUTSIDE USA - Please contact
customerservice@australialuxeco.com
where our team will instruct you on how to return items to your closest local warehouse.
Once you have made a purchase with us, you will be sent an email with your order confirmation number. At any time you can log onto our website using your User Name and Password that you have created to view the status of your order. Alternatively, please use our easy chat bot and enter your order number & email address.
Your return approval email will be sent to the email address that you used to place your order. Please check your junk/spam folders. Please note that return approval emails can take up to 48 hours to be approved.
Once a return has been received at our warehouse, it is then quality checked before a return or exchange can be processed. Please allow 21 days from receipt of goods at our warehouse for exchanges, refunds and credits to be processed. Please see our return policy here https://australialuxeco.com/pages/returns-exchanges
We do not offer exchanges unless an item is faulty/defective or on the rare occasion you have been sent an item in error.
If you wish to re-order following your return, please order directly on our website. We recommend you re-order as soon as possible to avoid disappointment.
Where possible we will honour any original discounts that you receive.
If your order has not arrived within the estimated delivery timeframe, please check your tracking information first. Carriers occasionally experience delays, and your parcel may still be in transit.
If your tracking shows your parcel as delivered but you have not received it, or you believe your order is missing, please contact customerservice@australialuxeco.com within 14 days of the expected or recorded delivery date. This allows us to investigate with the shipping carrier while delivery records are still available.
Please include your order number and any relevant information when contacting us. Claims reported after 14 days may not be eligible for investigation, replacement or refund.
Prevention is better than cure and we always recommend that boots that are leather or sheepskin are spray protected before wearing and sprayed at regular intervals. A good quality, clear suede protector should be used on sheepskin.
Sheepskin by nature is not waterproof and it is not advisable to wear our boots in extremely wet or snowy conditions. If your product happens to get wet or soiled, pat gently the whole area with lukewarm water and a mild wool or suede cleaner. We recommend you have product cleaned by your local professional.
At Australia Luxe Collective, we do our very best to ensure you receive the finest product available, but please be aware that our darker sheepskin shades have a tendency to lose their color in heat or dampness. Additionally our embellishments are applied as securely as possible but because sheepskin stretches naturally, some hardware can work loose.
See our 5* Luxe Care Kit : Here
Sorry, we are not able to offer a price adjustments.
You are welcome to return the order and repurchase it at the lower discounted rate if you are within the return period and your product is unworn.
Please see our Returns Policy and portal here -https://australialuxeco.com/pages/returns-exchanges
Before your purchases have been prepared for dispatch we can cancel an item, change the size or edit your billing and shipping details. However, we are unable to combine orders or add pieces to an existing order once it has been placed. If you need to make any amendments, please contact :
customerservice@australialuxeco.com
Please see our size chart here - https://australialuxeco.com/pages/size-chart
Sheepskin by nature is not waterproof and it is not advisable to wear our boots in extremely wet or snowy conditions. Prevention is better than cure and we always recommend that boots that are leather or sheepskin are spray protected before wearing and sprayed at regular intervals. A good quality, clear suede protector should be used on sheepskin. You can shop our Protection Kit here: CARE KIT
If your product happens to get wet or soiled, pat gently the whole area with lukewarm water and a mild wool or suede cleaner. We recommend you have product cleaned by your local professional. We always recommend using a suede/leather protector before wear and re-protecting at regular intervals. You can shop our Luxe Care Kit here: CARE KIT
We do! However, your order may be subject to additional taxes & charges.
We recommend you order from www.australialuxeco.com if your delivery address is in USA/Canada or countries not in Europe.
For UK delivery, please visit our UK site www.australialuxeco.co.uk
For European delivery, please visit our EU site www.australialialuxecoeurope.com
You can see our shipping policy here:
https://australialuxeco.com/pages/shipping-faq
If you selected the option of Route Insurance when you placed your original order, you can make a claim directly on their website here -https://claims.route.com
Or, please contact
customerservice@australialuxeco.com
All claims for missing or lost parcels must be reported to us within 14 days of the expected delivery date.
Most orders ship within 1-3 business days of purchase. Shipping times may vary due to availability of merchandise. Orders are not shipped on the weekends or holidays.
Should you have a fault claim, it must be brought to our customer service attention within 28 days of receiving your item. Australia Luxe Collective will immediately replace the damaged product for you. If the product is not available, you will be offered a full refund for the faulty goods. We will re-ship the replacement product within 2-5 working days as soon as the return is received by us.
The Luxe Sole Footbed refers to our ‘5 Layer Luxe Sole & Footbed System’ which is used on the majority of our sheepskin boots. The system is formed of 5 distinct layers, created to give the wearer maximum comfort and durability.
The 5 Layers are formed of:
- GRADE A AUSTRALIAN SHEARLING:
The natural breathability ensures sublime comfort in every step. - 3MM FOAM:
Cushioning from heel to toe reduces impact shock and relieves pressure. - MEMORY FOAM:
Increases stability through flexibility, cradling the foot and preventing foot roll. - WOMEN BACKED FOOT BOARD:
1.5mm board backed with 1.5mm woven fabric for stability. - EVA CUSHION SOLE:
Part recycled Rubberlon, with our distinct 25° sculpt design to ensure comfort and traction.
Issue not listed?
You can reach us at customerservice@australialuxeco.com for any enquiries or assistance. We are here to help! Please always quote your order number when contacting us.
Our Customer Service Team aim to answer all emails within 48 hours of receipt, Monday to Friday (working days).
