Are you a Wholesale customer? Go to the DLUX Wholesale website

Customer Service

stockists

Please use the stockist search function at the top of the home page to find a stockist in your local area or click here. We have listed major stockists on our website to enable you to find the perfect DLUX scarf locally if possible.  The stockist list is extensive, but not exhaustive and no one of our stockists will carry ALL of the items listed on the website. If you have a particular piece in mind and want to see before you purchase, we are happy to advise if any stockist in your local area is likely to have the piece.  Freecall 1800358900 or email info@d-lux.com.au  - 9.00 a.m. to 5.00 p.m. Monday to Friday

Shipping

After ordering online, you will receive an email confirmation from eWAY containing your order details - usually within a few minutes of ordering.

All products listed on the site are available for immediate shipping unless otherwise stated.  In most instances your order will be shipped next business day. Please allow up to 10 business days Australia wide or up to 21 business days rest of world for your order to be delivered.  Should your item not arrive within the estimated delivery time please advise our customer service team at info@d-lux.com.au

STANDARD SHIPPING

For deliveries within Australia we use Australia Post eParcel. We will confirm despatch of your order via email and provide a tracking number.  If for any reason we have a delay on fulfilling your order, we will notify you by email.

Shipping is free of charge Australia wide.

Your parcel must be signed for when it is delivered.

If your parcel cannot be delivered for any reason, Australia Post will leave a card advising you to collect your parcel at your convenience from your local post office within a specified time frame.  Any items not collected within the time frame will be returned to DLUX.

We deliver to selected countries worldwide using Australia Post unless otherwise notified. Your goods will need to be signed for, so you need to make sure that there is someone available to accept and sign for delivery. 

Our International shipping charges are as follows :

  • New Zealand - $19.95
  • Other selected countries - $29.95

Delivery charges do not include any duties or taxes which may be applicable in the country where the order originated. Responsibility for any customs duties, foreign taxes or other fees which may be imposed will rest with the customer.

PRIORITY SHIPPING

Additional charges will be incurred for priority or express shipping.  Please email info@d-lux.com.au for further information.

Returns

Change of Mind

At DLUX we want you to enjoy your shopping experience with us.  If you are not happy with your purchase we will gladly offer you an exchange or refund in accordance with the return process outlined below.

  1. You should inspect the goods immediately on receipt and advise us if you wish to return the goods by email at info@d-lux.com.au
  2. We will give you a Return Authority Number which will be valid for 14 days.
  3. Please fill in the returns form which came with your purchase, and attach ‘proof of purchase’ in the form of an invoice/receipt, bank statement or email confirmation of your order .
  4. Items must be unworn and in new condition, in the original packaging and with product labeling attached or accompanying the product for us to accept it as a return.
  5. We will not accept any goods for return which have been damaged.
  6. We will advise you by email, once your goods have been received and assessed.   Please allow up to 14 business days for your exchange to be shipped or your credit to be processed.
  7. We will not be responsible for any returned goods until they have been received by us, and we therefore recommend that goods are returned by registered mail to ensure proof of receipt. We will not be responsible for return parcels lost or damaged in transit.
  8. Unless the item is found to be defective/faulty, any amount refunded will cover the value of the item (s) purchased. Shipping/handling charges will not be refunded.
  9. Refunds will only be credited back to the credit card that was used to make the original purchase.
  10. We will not accept return of DLUX items purchased through our retailers.  Goods can only be returned through the store of original purchase.
  11. We cannot guarantee availability of exchanged items.

Defective Goods

At DLUX we are proud of the quality of our products and our manufacturing standards.  Many are handmade and delicate and may contain inconsistencies in the weave which are an integral part of the charm of the product.

However, should any defect of manufacture present itself within the first 14 days, we will gladly exchange or refund in accordance with the following conditions:

  1. You should inspect the goods immediately on receipt and advise us of any fault/defect by email info@d-lux.com.au
  2. You must provide proof of purchase, being either an invoice, bank statement or email confirmation from DLUX.
  3. We will not accept any goods for return which have been damaged or not laundered in accordance with our care instructions.
  4. Refunds can only be credited back to the credit card that was used to make the original purchase. 
  5. We will not be responsible for any returned goods until they have been received by us, and therefore recommend that goods are returned by registered mail to ensure proof of receipt. We will not be responsible for return parcels lost or damaged in transit.
  6. We will advise you by email, once your goods have been received and assessed. Please allow up to 14 business days for your exchange to be shipped or your credit to be processed.

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If you have any concerns or comments please contact our Customer Service team at info@d-lux.com.au