Customer Help

Below we give answers to your most frequent questions.

How can we help?

FAQ

Ordering

How long will it take to receive my order?

All orders placed are prepared and shipped out to you within 1-3 business days. However, during long weekends and promotional periods, there may be a slight delay in dispatch.  As all domestic orders are dispatched using Express Australia Post, please allow up to 1-4 business days to arrive. Please visit ourShipping Page for more info. 

How do I receive the first-time subscriber discount code?

For all first time customers, we offer 10% off your purchase (unless we are running an special offer), this code is sent to you via email once you have signed up to our newsletter. If you do not receive it, please reach out to hello@luxmii.com 

I have a discount code, how do I redeem it?

All discount codes are redeemed at checkout. If you have any issues placing your order or forgot to use your code, email us at hello@luxmii.com and we can assist. 

Will I have to pay customs, duties and taxes?

For now, all international orders (outside of Australia) may be subject to customs, duties and taxes by your local customs office once your order arrives in the destination country.  These charges are the responsibility of the customer – to find out estimate of these charges we recommend contacting your customs office or using anonline customs calculator. 

How do I use my gift voucher or store credit?

You can redeem your voucher or store credit at checkout. It works exactly as you would use a discount code. Please note, only one discount code can be redeemed per order as it is unique. 

Please note: If you are having trouble redeeming your voucher/store credit, please contact us as there could be a technical issue.

I’ve made a mistake on my order, can I change it?

Once you’ve noticed the error, please email us as soon as possible so our team can help you resolve it. If you don’t notify us of the mistake within 1 business day, you order is most likely already dispatched. 

My store credit/gift voucher has expired, is it possible to extend?

Yes! We’d be happy to extend your voucher/store credit if it is requested within 4 weeks before the expiration date. 

My discount code doesn't work. What should I do?

There are 2 possible reasons why your discount code is not working:

i. The discount code is no longer valid or the offer has ended.

ii. You are trying to place an order during our sale period, whereby discount codes cannot be used in conjunction with already reduced items.

What payment methods do you accept?

VISA, MasterCard, American Express and PayPal.

Apple Pay and Google Pay. 

Afterpay is available in Australia and New Zealand. 

Sezzle is available in the USA and Canada. 

Klarna is coming soon and will be available in the U.K and Europe. 

The available payment methods will be shown at checkout.

Do you offer Afterpay?

Yes we do! Afterpay is available for customers in Australia, Canada and New Zealand. 

The item I want is sold out, do you normally re-stock?

If an item or size is currently unavailable online, please sign up to be notified when it’s back in stock. Items listed in our Archive or limited editions are never repeated, so once they sell out we will not re-produce them.

Shipping, Returns & Exchanges

Where are you shipping from?

Currently, all orders are dispatched from Australia in our current HQ. 

We are however, expanding our team internationally and as a result, will soon be operating from Europe in order to reduce our carbon footprint and localise our supply chain. Our overall shipping times will also become faster as we are more centrally located, hence you get to enjoy your linen sooner.

What are your shipping times?

All our shipping times can be found on ourShipping Page

Where do you ship to?

We ship worldwide and are currently partnered with Australia Post to dispatch all orders both domestically and internationally.  If, however your country is not available at checkout please email us athello@luxmii.comand we will help you finalise your order personally with favourable shipping rates.

Can I track my item?

Once your order is dispatched, you will receive an email with your tracking number. There you can watch the whereabouts of your parcel!

Can I ship to PO Boxes?

If you are in Australia, yes we certainly can. We currently do not provide this service if you live internationally.

What is your returns policy?

Please visit our Returns Policy page here to read rules for returns at Luxmii.

Do you offer exchanges or credit notes?

Yes, all orders are eligible for an exchange or store credit valid for 12 months. Email us at info@luxmii.com prior to returning any items.

Please check here to read our full returns policy. 

Am I eligible for a refund?

If your order meets all of the conditions below, then you are eligible for a full refund: 

- was not purchased via Afterpay.
- or if the item is faulty or damaged. 
- or in extenuating circumstances where an exchange or credit note is not possible. 

We currently do not grant refunds for change of mind or due to wrong sizing. 

We understand how important a flexible and convenient returns policy is when shopping online, so we are our best to continuously improve our policies as we grow our independent label, in a sustainable way. We thank you, from the bottom of our hearts for your understanding and ongoing support, we hope to one day offer the same flexibility as large retailers. 

Are returns free?

Unless we are running a promotion for free returns, we unfortunately do not offer this service and cost of shipping is the responsibility of the customers’.  However if you are shopping from Australia and have purchased your item(s) at full price and wish to exchange or receive a credit note, we can offer complimentary returns. Please reach out athello@luxmii.comif you wish to take advantage of this service.

Can I return a pre-order item?

Yes, it is possible to return a pre-order item in exchange for another size, colour or size or receive a credit note, which is valid for 12 months.  

Please our standard return policy applies. Please see here to view our full policy.

Will I have to pay customs and duties taxes?

Currently, we ship all products from Australia so if you’re an international customer, you may be subject to duties and taxes by your local customs office when your order arrives in the destination Country. 

For an estimate of these charges, we recommend using a customs calculator or contacting your customs office.

Any customs or import duties and associated fees are charged once the parcel reaches its destination country, you will be contacted by DHL direct to arrange payment. LUXMII cannot be held responsible for any additional charges on your order, nor can we accept a return of the order in this case.

Pre-Orders

Why do you offer pre-orders on some items?

Some of our styles are in extremely high demand and we regularly sell out within days of restocking so we decided to offer pre-orders on those styles for a certain timeframe. 

This gives everyone a chance to order our most in-demand styles and guarantees the purchase so you dont miss out!

How do I place a pre-order?

Not all items are eligible for pre-order.  The way you will know if the item you want to purchase is accepting pre-orders is if the 'ADD TO CART' button has been replaced with a 'PRE-ORDER' button. 

Where can I find what items are available to pre-order?

You can visit our Pre-Order Page to view all styles that available to pre-order. 

When will I receive my pre-order?

All pre-orders have an expected delivery time of approximately 4 weeks.

Please note: Depending on the volume of orders and time of the year, there's a chance your pre-order is delivered sooner. There is however, also a chance that your pre-order is delayed as a result of production and shipping delays, which is unfortunately beyond our control - you will however be informed by one of our team member's directly should this be the case.

How does pre-orders work?

Step 1: Purchase your pre-order [please read through our pre-order section before placing your order so you are aware of the expected delivery timeline]

Step 2: Our European team begins preparing the order 

Step 3: Once we have put the finishing touches on your order, the item(s) are shipped to Australia and ready for local dispatch. 

Step 4: Our Australian team packs your pre-order and dispatched via Express Shipping upon the next available ship-out date.

Can I cancel my pre-order?

Unfortunately we do not accept cancellation of pre-orders before dispatch, as the item(s) are made-to-order.

You can however wait for your pre-order to arrive, and should you wish to return it then, you may do so and our standard return policy applies. 

Please note: if however, under extenuating circumstances such a significant delays well passed delivery timeframe, or a problem in production occurs, we will get in touch with your directly and give you the option to refund - this type of decision will be made at the discretion of Luxmii Linen. 

It's been longer than the expected given timeline since placing my pre-order, what should I do?

Due to the the ongoing logisticial crisis, we are currently experiencing unexpected delays, which is unfortunately out of our control. 

We are working around the clock to contact all customers who have not yet received their order outside of the estimated timeframe. 

If you have not yet heard from us and would like an update, please get in touch with us directly at hello@luxmii.com so we can fast-track a resolution for your pre-order. 

We truly appreciate your patience and understanding in this unfortunate matter and thank you for your ongoing support. 

My order contains a combination of pre-order and in-stock items. When will they be shipped?

If your order contains a combination of both pre-order and in-stock items or pre-order items with different shipping dates [combined orders], we send all items together once they're ready. In order words, we will send out your full order once the pre-order item with the latest expected shipping date, is complete.

Please remember that our company’s mission is built on sustainability and reducing our logistical output plays a significant role in reducing our carbon footprint.

More About LUXMII

When was Luxmii founded?

Luxmii launched its official online store in early 2020. We are a slow fashion brand that has been steadily building a loyal following of women that love our linen quality and styles so we are so so grateful to have you all be part of our journey.

Where can you purchase Luxmii?

Genuine Luxmii linen can only be purchased on our website. We do not currently offer wholesale so our brand cannot be found in your local boutique. On occasion, we collaborate with stores for special events otherwise the full range can only be purchased online with us.

Where are you based?

Luxmii is (very proudly) Australian. Our founder is Australian and all of our designs are created in both Australia and Europe where we are based part-time, so as to keep a close connection to our suppliers and producers who are all located in Europe.

Where are your products made?

We are very proud of the quality of our products as they are all produced with so much love and care by our talented partner ateliers in Greece, Portugal and Hong Kong.

Where is your linen from?

Our linen is of very high quality and we work with a handful of fabric suppliers all over the world that meet our standards. Depending on the style, you will find a variety of different linen fabric types from sheer gauze knits to heavyweight woven fibres. 

How is LUXMII a sustainable brand?

At LUXMII, we only use environmentally friendly and cruelty-free processes for developing and producing every linen piece. We try our best to minimise our carbon footprint in every step of the business as well as in our personal lives. As we are a startup, there is so much more we’d like to contribute to such as implementing zero-waste practices and giving back to the environment through initiatives. With your ongoing support, we are closer to reaching our goals. We thank you all for being part of our growing community of linen lovers.

Got any questions?

We’d love to hear from you! Feel free to reach out at hello@luxmii.com or via Instagram.

Get in touch

Have questions about your order, or a general enquiry?