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Delivery Information
Delivery and Service Areas
At Luxus Home and Garden® Australia, we aim to make delivery clear, reliable and straightforward.
Our current standard service areas are approximately 200km by road from the following nominated depot locations:
- Scoresby, VIC 3179
- Chipping Norton, NSW 2170
- Beenleigh, QLD 4207
Please refer to the service area maps below as a guide. These maps show the approximate 200km by-road service area from each depot. Final delivery availability may depend on your exact address, road access, product size, vehicle access and whether the location can be serviced safely.
The maps are intended as a guide and do not guarantee delivery to every address within the shaded area. Some addresses may still require confirmation before dispatch.
Service Area Maps
The shaded areas show the approximate standard service area. Locations requiring sea freight, air freight, ferry transport or complex remote access are excluded unless expressly agreed in writing before order confirmation.
Standard Service Area
If your delivery address is within our standard service area, your order can usually be delivered using our normal delivery process.
This means we can generally provide standard delivery, customer delivery communication and normal aftercare support where required, subject to safe access, product suitability and any exclusions shown on this page.
Delivery charges, where applicable, will be shown at checkout or confirmed before dispatch.
Areas Outside Our Standard Service Area
If your delivery address is outside the 200km by-road service area from our nearest nominated depot, we may still be able to supply your order. However, the delivery and aftercare process will be different.
In these cases, we may offer one of the following options:
- Customer collection from a nominated location
- Customer-arranged courier or freight forwarder
- A separately quoted freight solution, where available
- Return-to-base assessment and support, where appropriate
This allows us to supply customers outside our normal service area where practical, while making sure the delivery method is suitable for large outdoor furniture and commercially workable for all parties.
Orders outside our standard service area are not eligible for our normal delivery, assembly, collection or in-home aftercare services unless expressly agreed in writing before dispatch.
Excluded Delivery Locations
We do not deliver to locations that require sea freight, air freight, ferry transport or complex remote access unless we have expressly agreed this in writing before order confirmation.
This includes offshore islands, island destinations requiring ferry or sea transport, remote rural locations and areas where safe road access for large furniture delivery is not available.
We reserve the right to decline or cancel an order where the delivery address is outside our service area, cannot be reached safely by road, requires unsuitable freight arrangements, or cannot reasonably be serviced.
If your address is outside the mapped service areas, please contact us before placing your order so we can confirm whether supply is possible.
Standard Delivery
Standard delivery for larger furniture items is a kerbside or nearest safe accessible point delivery service.
Your order may arrive boxed, wrapped or palletised depending on the product and delivery method. Standard delivery does not include unpacking, assembly, movement through the property or garden, or removal of packaging, pallets or crates unless this has been expressly agreed as part of a separate service.
Please ensure someone is available to receive the delivery and move the items safely after delivery. For larger or heavier items, we strongly recommend having assistance available at the property.
Where possible, the driver may place the order in a safe and accessible location at the delivery address. This remains subject to safe access, suitable parking, product size, delivery conditions and the driver’s discretion on the day.
Standard delivery does not include carrying items through the property, through the garden, up or down steps, across gravel or soft ground, over walls or fences, or into a specific room or outdoor setting area.
Premium Delivery and Assembly
Premium Delivery may be available on selected products and in selected delivery areas.
Where available, Premium Delivery may include delivery to the agreed location, assembly of the furniture and removal of packaging.
Premium Delivery is subject to postcode, product size, safe access, suitable parking and local service availability. It may not be available in all locations within the mapped service areas.
If Premium Delivery is available for your order, this will be shown at product selection, checkout or confirmed by our team before dispatch.
We may be unable to complete Premium Delivery where access is restricted, unsafe, undisclosed or materially different from the information provided before delivery. This may include narrow roads, parking restrictions, steps, steep slopes, gravel drives, tight gateways, limited turning space, low branches, restricted garden access or other obstacles.
If suitable parking, access or unloading space is not available, the delivery may be treated as a failed delivery and a redelivery or cancellation charge may apply.
Delivery Communication
Once your order has been placed, you will receive an order confirmation by email. If you cannot see this in your inbox, please check your junk or spam folder.
After your order has been processed, our team or delivery partner will contact you to arrange or confirm your delivery date. Where available, we will provide an estimated delivery window.
Deliveries are usually made between 7:00am and 7:00pm. We cannot guarantee a specific time unless this has been expressly agreed in writing.
Delivery dates and time windows are provided in good faith. They may occasionally be affected by traffic, weather, vehicle issues, supplier delays, shipping delays or other circumstances outside our control. If this happens, we will keep you updated wherever possible.
Access and Parking Requirements
Please tell us before delivery about any access or parking restrictions that may affect delivery.
This includes narrow roads, restricted parking, permit-only areas, steep driveways, gravel drives, steps, narrow gates, low branches, tight turns, restricted garden access or any other obstacle that could prevent safe delivery.
If access restrictions have not been disclosed, we may be unable to complete the delivery and a redelivery, failed delivery or return charge may apply.
We are not responsible for damage caused where access is unsuitable, unsafe or materially different from the information provided before delivery.
Customer Collection or Customer-Arranged Freight
Where we agree to supply an order outside our standard service area, the customer may be asked to arrange collection using their own carrier, courier or freight forwarder.
In these cases, we may inspect, photograph, wrap and prepare the goods for collection before release. This helps confirm the condition of the goods before they leave our nominated location.
The customer is responsible for ensuring that their chosen carrier is suitable for transporting large outdoor furniture and that appropriate transit insurance is in place.
Once goods are collected by a customer-arranged carrier, any damage caused in transit should be raised directly with that carrier. This does not affect any rights the customer may have under Australian Consumer Law where the issue relates to the goods supplied by Luxus.
Product Handling and Assembly
To help protect your furniture during assembly, please assemble items on the cardboard packaging, inside the delivery box, or on another clean, soft surface.
Avoid assembling directly on patios, stone, concrete, gravel or other hard surfaces, as this may mark or damage the product.
Please follow the assembly instructions provided. Assembly videos and additional guidance may also be available through our website and social channels.
Damage, Missing Items or Delivery Issues
Please inspect the outer packaging at the time of delivery.
If there is visible damage, please note this with the driver where possible and take photographs before unpacking.
To help us resolve delivery-related issues quickly, please report any visible damage, missing items or delivery issues within 24 hours of delivery. Please include photographs of the packaging, product labels and affected item where possible.
Please do not assemble or use any item that appears damaged until our team has reviewed the issue and advised you.
If only part of your order appears damaged, please contact us before refusing the full delivery. In many cases, we may be able to resolve the issue more quickly by replacing the affected part or item.
This does not affect any rights you may have under Australian Consumer Law.
Returns, Assessment and Aftercare
If you believe your item has a fault, please contact us with your order number, photographs and a description of the issue.
We may need to assess the item before confirming the appropriate remedy. This may be done using photographs, video, replacement part assessment, local repair options, collection, or return-to-base assessment depending on the nature of the issue and your location.
For customers outside our standard service area, aftercare may be managed differently. This may include remote assessment, supply of replacement parts, local repair support, customer-arranged return, or return-to-base assessment where appropriate.
If a manufacturing defect or failure covered by Australian Consumer Law is confirmed, we will provide the remedy required by law. Where return transport or assessment costs have been pre-approved by us and are reasonable in the circumstances, these may be reimbursed where required by law.
If the issue is found not to be a product fault, or has been caused by misuse, incorrect assembly, accidental damage, abnormal use, customer-arranged freight damage or a change of mind, additional transport, inspection, repair or redelivery costs may remain the customer’s responsibility.
Nothing in this policy limits or excludes any rights you may have under Australian Consumer Law.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Stock Notifications and Pre-Orders
Where a product is out of stock and a pre-order option is not available, you may be able to register for a stock notification.
A stock notification does not reserve the product or guarantee availability. Orders are processed on a first come, first served basis and remain subject to stock availability at the time of order.
If you are happy to pre-order an out-of-stock item, please speak to a member of the team before placing your order.
If you need furniture for a specific event or fixed delivery date, please contact us before placing your order so we can advise on product availability and suitability.
Delivery Amendments and Cancellations
Products usually enter the dispatch process three working days before the agreed delivery date.
If you need to change your delivery date within three working days of delivery, a late amendment, redelivery or cancellation charge may apply where the delivery has already been booked or attempted.
If you cancel an order within three working days of the agreed delivery date, a return or cancellation charge may apply in accordance with our Cancellation and Refund Policy.
This does not affect any rights you may have under Australian Consumer Law.
Product Handling and Assembly
To help protect your furniture during assembly, please assemble items on the cardboard packaging, inside the delivery box, or on another clean, soft surface.
Avoid assembling directly on patios, stone, concrete, gravel or other hard surfaces, as this may mark or damage the product.
Please follow the assembly instructions provided. Assembly videos and additional guidance may also be available through our website and social channels.
Out of Service Area Order Acknowledgement
For checkout or manual customer-service quotation use.
I acknowledge that my delivery address is outside Luxus Home and Garden® Australia’s standard service area, being approximately 200km by road from the nearest nominated depot.
I understand that Luxus may agree to supply my order on a customer collection, customer-arranged carrier, separately quoted freight, or return-to-base support basis.
I understand that Luxus’ standard delivery, assembly, collection and in-home aftercare services may not be available at my address unless expressly agreed in writing before dispatch.
Where I arrange my own carrier or freight forwarder, I am responsible for ensuring that the carrier is suitable for transporting large outdoor furniture and that appropriate transit insurance is in place.
I understand that aftercare for my order may be managed through photographs, video assessment, replacement parts, local repair options, customer-arranged return, or return-to-base assessment, depending on the issue and my location.
I understand that if a manufacturing defect or failure covered by Australian Consumer Law is confirmed, Luxus will provide the remedy required by law. Where return transport or assessment costs have been pre-approved by Luxus and are reasonable in the circumstances, these may be reimbursed where required by law.
I understand that this acknowledgement does not limit or exclude any rights I may have under Australian Consumer Law.
