Lucerna charges a flat rate of $8.95 for shipping anywhere in Australia, and orders over $75.00 receive free shipping.
If you wish to have your order express posted to you, please contact us for an individual quote using the "contact us" section as we aim to minimise the cost to you and can determine, based on your location, whether using a courier service or Australia Post express shipping is more economical.
Items are shipped within a maximum of 4 days of your payment being cleared, however the majority of orders are shipped within less time.
Please note that the flat fee and free postage options do not apply to wholesale orders. An individual quote will be provided for each stockist as opposed to charging a higher flat rate, and we will ensure that the most economical method of shipping is provided for you. Local stockists within the Illawarra area between Helensburgh and Kiama can select the option of delivery by a Lucerna team member for a nominal fee.
All of our products are subjected to a quality control inspection prior to being packed and shipped, however we understand that there is the small chance that items may become damaged in transit. Please contact us as soon as possible (within 48 hours of delivery maximum) if there are any issues with your product so that we can work with you to rectify the issue and replace your product.
Whilst we do not offer refunds if you change your mind about your purchase, we will refund or replace your product if there is damage or any performance issues. Shipping and handling charges are not, however, subject to refunds (therefore, the refund amount will be the cost of the product minus shipping and handling).
If the candle is exposed to serious fluctuations in temperature during the transportation process, there may be slight changes to the appearance of the candle which are beyond our control. These may include retraction of the wax from the glass or slight sweating on the top of the candle. Once the candle is received and subjected to a consistent temperature for a period of a day or so, these issues should self-rectify. These issues, however, are not common.
In order to complete the process of a refund for a defective or damaged product, the product will either need to be returned to Lucerna at the customer’s expense, or photographic evidence of the damage provided. In addition to the product cost refund, the customer will receive a store credit to spend on Lucerna products of an equal amount to the amount spent by them on postage costs to return the product. Lucerna will cover the cost of shipping replacement products to customers.
Orders can be cancelled until the point that they are despatched, therefore as we aim to despatch all orders as soon as possible after an order is received, please ensure that you advise us as soon as possible after placing your order if you wish to cancel it.
