SHIPPING / FAQ

 

CHRISTMAS SHIPPING CUT OFFS

 

While we unfortunately cannot guarantee delivery timeframes on behalf of any postal carriers, the below is a guideline on expected Christmas delivery cut-off dates.

 

Australia
Express Post – 20 Dec
Standard Post – 16 Dec

USA (DHL Ecommerce) – 13 Dec

Canada
DHL Ecommerce – 13 Dec
DHL Express – 17 Dec

New Zealand
DHL Ecommerce – 13 Dec
DHL Express – 17 Dec

Rest of World
DHL Ecommerce – 13 Dec
DHL Express – 17 Dec

 

WHAT ARE YOUR POSTAGE CHARGES?

 

Australia:

Standard Post is a flat rate of $13.50 and Express Post is available for $17.50.

USA:

Shipping is a flat rate of just USD $10 (AUD $13) with a delivery time of 7-10 business days with DHL.  USA shipments are dispatched from Australia, and we have a US warehouse for easy returns.

Please note that on occasion DHL will hand over to USPS for local delivery.

Rest of the world:

We offer live shipping rates for both Australia Post international express. Shipping rates and delivery times will show in the checkout page.

Payment of any duties or taxes imposed by the customs department (or similar) in your country is your responsibility. Please note that for the UK / Europe we do not collect VAT, and this may be payable to customs at up to 15% of your order value, dependent on the value of your order and the country you are in.

HOW QUICKLY DO YOU DISPATCH?

We try our best to dispatch within 24 - 48 hours Monday to Friday.

This timeframe will be longer during peak sales periods. During major sales like Black Friday please allow 7 days from placement of order to dispatch. 

DO YOU ACCEPT RETURNS?

Extended returns for Christmas: We will be accepting returns / exchanges for any items purchased from 27/11 - 24/12 with an extended exchange window of up to 14 Jan.

Absolutely! Returns can be sent to either our Australian or USA warehouses. For more info, see our returns page.

When trying on your items, please don't do up the buckles - simply leave straps slipped through keepers to check the fit until you're happy with the sizing.

Returns are accepted within 14 days for a full refund during non-sales periods when the product is unused with tags still intact. We ask that you package the item up neatly and safely to return to us, so that it arrives with us in original condition.

We pride ourselves in the quality of our products. If you feel the quality isn't up to scratch then please tell us and we will be more than happy to discuss a resolution.

If you would like to return an item, please see our returns page.

CAN I USE AFTERPAY?

Yes, we accept AfterPay!

CAN I USE ZIP PAY?

Yes!

I PLACED AN ORDER & WANT TO CHANGE IT

While we will do our best, generally we cannot change either delivery addresses or the contents of orders once placed. Our warehouse works quickly to pack and dispatch orders and it's not always possible to put changes through our system before orders are dispatched.

Every day, we receive numerous requests from customers to change the size / colour or item of their order, to change the address, change the payment method and other requests. Once an order has been placed, it is very difficult for us to make these changes. To continually interrupt the workflow in the warehouse to locate these orders,  create new postage labels, unpack and re-pack items , and make necessary inventory adjustments is difficult to manage as part of what is currently a fairly well-oiled warehouse dispatch procedure. It would require additional staffing resources and come at the cost of speedy dispatch for other customers. We pride ourselves on swift dispatch of orders which is why generally we cannot make changes to orders once placed.




I WAS SENT THE WRONG ITEM / FAULTY ITEMS

Our products are handmade by humans, and packed by humans. While we try to avoid mistakes, unfortunately sometimes they do happen.

If you have a faulty item, or receive an item sent to you in error, please contact us via customer@lumiereequestrian.com. We will send you a returns postage label so that there is no cost to you in sending the product back to us. To be entitled to paid return postage, you must contact us about the issue first so we can send you a label. We will not reimburse you for postage you have paid to a post office.