FAQs
Welcome to our FAQs page. We hope you find the answer to your question here. If not, get in touch via our contact page and we’ll be delighted to help.
How do I protect my Australia Luxe Collective Boots?
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
How can I track my order status?
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.
What if I want to cancel/change my order before it ships?
You can cancel your order before shipping by logging onto Australia Luxe Collective using your user name and password and clicking the ’Cancel Order’ tab. If you wish to change your order during the order process stage, please contact our customer service representative immediately for assistance. customerservice@australialuxeco.com
What is the returns/exchange policy?
Returns
Products not purchased from this website are not accepted for returns.
Returns must be initiated within 14 days of receiving the item(s).
Returns must be sent within 28 days of receiving your item(s). Any returns after this period will not be accepted.
All returned items must be unworn, in their original condition and in their original packaging.
Always quote your order number in your return package.
Please use our Returns portal link below here to start your return. You will need your order number OR the email address used for your order. Once your return request has been approved, you will receive an automated email detailing the return address.
U.S Returns
AUSTRALIA LUXE CO c/o Delmar group
12681 CRENSHAW BLVD
HAWTHORNE CA 90250-3303
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For International Returns, please contact customerservice@australialuxeco.com where one of our team will help you return to the closest International warehouse location to your delivered address.
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Returns during a discount period of 50% or more (that are not deemed as faulty) will only be refunded as a store credit gift card.
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All duties and taxes are the responsibility of the purchaser.
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All charges related to shipping are your responsibility and are non-refundable unless the product is deemed faulty/defective.
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Please allow 21 days from receipt of goods at our warehouse for refunds and credits to be processed.
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Please note that our Quality team inspect every returned order.
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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.
What if my goods are faulty?
Should you have a fault claim, it must be brought to our customer service attention within 14 days of purchase. 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. .
What is a ‘Luxe Sole Footbed’?
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.
