FREE REGULAR AUSTRALIA WIDE SHIPPING ON ALL ORDERS OVER $800*

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Times:

Mon-Fri, 9am - 4pm

Saturday: Closed

Sunday: Closed

Distribution address

83A Hillcrest Ave, Hurstville Grove, NSW 2220 Australia

    Shipping & Pickup Information

    DISTRIBUTION PICKUP

    Orders can be arranged for pickup at our distribution centre in Sydney NSW.

    By appointment only, a confirmation email will be sent once the order is ready for pickup

    Pick up location: 83A Hillcrest Ave, Hurstville Grove, NSW 2220 Australia

    AUSTRALIA SHIPPING

    Orders are dispatched via Go Logistics or Australia Post

    We typically ship orders between 1-3 business days. Our team processes and dispatches orders from our distribution centre in Southern Sydney, NSW – Monday to Friday.

    Dispatch timeframes may be extended during weekends, peak seasons or public holidays.

    We offer FREE shipping on all orders over $800 to metro areas across Australia. Shipping fees are calculated at checkout.

    Shipping FAQs

    What shipping methods are available?

    Orders are dispatched from our Hurstville warehouse and will be sent via Go Logistics or Australia Post.

    How long does it take for my order to be delivered?

    Go Logistics – generally same day or next day delivery within Sydney, Wollongong, Blue Mountains and Central Coast.

    Australia Post – regular post generally takes between 3-5 business days.

    The order must be placed before 12pm EST to receive same day or next day delivery.

    Do you offer click & collect?

    Yes! We offer click and collect for local customers. You can pick up your order from our distribution centre in Hurstville, which is open Monday to Friday – 9am – 4pm. Simply select the ‘Pickup’ option at checkout to arrange local collection.

    I only received part of my order

    We can often send orders in more than one delivery especially if some products are on back order. All products which are in stock will be dispatched first.

    If you would like an update on your order delivery, your tracking numbers or any other information, please email support@luxbathroomware.com.au.

    How long do I have to wait for back order items?

    Generally, items that are on back order have recently sold out. It’s common for products to have anywhere between two to six weeks delay, however, our customer service team can provide you with an exact date by emailing support@luxbathroomware.com.au.

    Something was missing or damaged in my delivery

    Please email support@luxbathroomware.com.au.

    What are the shipping costs?

    Shipping rates are calculated during checkout and are based on your location and the total weight of your order.

    Returns

    To be eligible for a refund, customers must notify us within 30 days of receiving their order for a full refund for the value of the product(s) returned, excluding shipping costs associated with the order.

    To be eligible for a refund, all products must be in brand new, unused condition and in original packaging with all parts and pieces.

    Returned products showing signs of damage or wear and tear will not be eligible for a credit or refund.

    All return shipping costs are at the customer’s expense. Do not apply postage labels directly to product packaging; use a separate box or bag. The product(s) must also be protected with sufficient packing materials to avoid damage in transit.

    Lux does note accept returns on clearance or discontinued products.

    STEPS TO BEGIN THE RETURN PROCESS

    Please email us at support@luxbathroomware.com.au with the details of the return request, and our friendly team will be there to guide you every step of the way.

    All returns must be received by our distribution centre in brand new, unused condition and in original packaging with all parts and pieces. Please include your receipt for order identification.

    Returns FAQs

    Can I return a product if I change my mind?

    We hope you are happy with your purchase. Though, if you wish to return a product, it must be received by our warehouse in brand new, unused condition and in original packaging with all parts and pieces. The products must also be protected with sufficient packing materials to avoid damage in transit. Returned products showing signs of damage or wear and tear will not be eligible for a credit or refund.

    Simply lodge an enquiry at support@luxbathroomware.com.au within 24 hours, and our friendly team will be there to guide you every step of the way.

    Warranty

    Lux Bathroomware products are for domestic use only.

    Warranty conditions

    • Not for commercial use.
    • Installation and adjustments must be carried out by a licensed plumber.
    • Cleaning and care instructions must be adhered to.
    • Proof of purchase and proof of invoice from licensed plumber is required for

    warranty claims and warranty is effective as of date of purchase.

    Make a warranty claim Please email us at support@luxbathroomware.com.au with the details of the issue you are experiencing, photos of the products, invoice from licensed plumber, as well as your proof of purchase.

    Full warranty and terms and conditions can be viewed here.

    Warranty limitations and exclusions:

    • Wear and tear.
    • Damage caused by incorrect installation.
    • Damage caused by incorrect cleaning methods.
    • Installation of received products that are damaged, warped or faulty.
    • Any lack of operation or performance of products and any loss or damage, where products are used or adapted for use with other products not supplied by Lux Bathroomware.
    • Lux Bathroomware’s liability is limited to the cost of replacing products or cost of obtaining equivalent products only.
    • Lux Bathroomware is not responsible for the labour and rectification costs incurred by any of these circumstances.
    • Lux Bathroomware is not responsible for any consequential loss caused by defect in the product or its components or incorrect installation. Warranty is for parts only.

    Warranty FAQs

    Is this product suitable for use in commercial environments?

    While engineered for lasting performance, the Otto collection is specifically designed and tested for residential use.

    Can tapware be exposed to direct sunlight?

    Our tapware can handle a bit of sunlight, so if it’s indoors with natural daylight, you’re all set! But if your tapware is placed in an outdoor area or in direct, harsh sunlight for long periods, it’s worth knowing that constant UV exposure may affect the finish over time.

    For the best long-term look, it’s ideal to choose a spot with a little protection from the elements.

    How do I best clean my products?

    All surfaces should be cleaned with a micro fibre cloth or soft sponge and mild liquid detergent.

    DO NOT use caustic, acid or cream cleaners or bleaches, scouring scrubbers or steel wool, as they are abrasive and may scratch and damage the surface. Any damage caused by unsuitable cleaning will not be covered by warranty.

    General FAQs

    Where can I view the items before purchasing?

    You can view items through our online catalogue, Instagram page as well as our online store, or visit our stockist Star Ceramics at 83a Hillcrest Ave, Hurstville Grove NSW.

    Where can I view prices?

    Our prices can be viewed at our online store.

    Back orders

    If a product is on back-order, your order will be dispatched when all items are in stock by default.

    If your order has some items on back-order and some items in stock, and you require immediately delivery of the items that are in-stock please contact us at support@luxbathroomware.com.au.

    If you would like to know when an item is expected to be back in stock, you can email support@luxbathroomware.com.auand a representative will respond at their earliest convenience.

    What is a WaterMark?

    WaterMark is a certification mark provided by independent certifying authorities in Australia. It confirms the product, complies with the Plumbing Code of Australia, is fit for purpose and meets relevant Australian Standards relating to product quality, including health and safety.​

    Certification is required before a licenced plumber can install plumbing products, in accordance with state and territory plumbing regulations.

    The WaterMark means that products are safe, fit for purpose and suitable for use.

    What is WELS water rating?

    The Water Efficiency Labelling and Standards (WELS) scheme is an Australian government initiative, in partnership with state and territory governments, designed to reduce urban water demand and consumption by specifying and enforcing efficiency standards and labels on water using appliances, fixtures and fittings.

    The purpose of the WELS scheme is to conserve water by helping consumers make informed decisions and encouraging uptake of water-saving technologies. The WELS scheme is administered by the Department of Agriculture, Water and the Environment. For further information about WELS, including how to register your product, go to www.waterrating.gov.au.

    Are Lux Bathroomware products WaterMark and WELS certified?

    Yes, Lux Bathroomware products meet and exceed Australian Standards, have the WaterMark imprint on the product and packaging and has WELS rating certificate where applicable.

    What is Lead Free tapware?

    ‘Lead free’ refers to copper alloy plumbing products containing a weighted average of less than 0.25% lead.

    This includes fittings, valves, backflow prevention devices, taps, mixers, water heaters, water dispenser and water meters.

    From 1 May 2026, products containing more than a weighted average of 0.25% will no longer be able to be installed in Australia.

    Lead free tapware provide a source of safe drinking water. Their rust-resistant and anti-corrosion properties ensure their suitability for indoor settings.

    The Lux Bathroomware products are 304 stainless steel lead free tapware.

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