Although rare, we understand that you might need to return something to us for a number of reasons. Please contact us before sending anything back.

For more frequently asked questions, please scroll through below.

01 Delivery

Can I cancel or add to my order?

If you'd like to make any changes to an exisiting order, it's best not to send us an email.

The fastest way, is to call during business hours on 08 8234 1121.

Just keep in mind that, when adding products to your order, your order may take longer to process, and we might need to charge you extra postage. 

Can I pickup from your warehouse?

Yes, but please contact us prior to collection on 08 8234 1121.

If you would like to pick up your item from our warehouse, our address is 3 Manfull Street, Melrose Park, South Australia (opening times Monday to Friday 8am - 3pm) 




Can I track my order online?

Absolutely, you will receive a notification email from us once your order is dispatched.  Please use the tracking number we provided sent to your email. 

This tracking number will provide you with an up to date tracking progress of your item.  This is the best way to be informed of your delivery. 


Can you arrange for an express delivery?

Yes, find what you'd like to order on our site and then select the Australia Post Express Shipping option. 

Some large bulky items will not comply for Express Shipping. 

Has my order been dispatched?

Once your order has been dispatched from our Adelaide facility, you will receive a notification with tracking information to the email address you provided on your order.

Your order will usually be dispatched within 1 business day ( Mon - Fri). Exact delivery times depend on your location - as a guide 3-7 working days ( longer for remote areas). 

How are shipping costs calculated?

Shipping costs are based on a combination of your delivery location, item weights and sizes. Some larger items are considered ‘Big & Bulky’ by couriers and these may attract a higher shipping cost.

Is my delivery insured against damage or loss?

Sorry for any inconvenience caused, we take full responsibility for any damage caused during delivery.  If your consignment is visibly damaged when you receive it, please contact us within 1 business day and send us a photo to [email protected] so we can arrange to have it returned and replaced as quickly as possible.


What can I do if the delivery seems to be taking too long?

Firstly please check the provided tracking number to see the progress of your delivery.

This tracking number will provide you with an up to date tracking progress of your item.  This is the best way to be informed of your delivery. 


Who will deliver my order?

All orders are delivered by Australia Post or one of our preferred couriers.


02 Returns & Exchanges

How long will my return refund take to be processed?

Return refunds typically take a minimum of 5 business days to be processed once we have received your returned item/s at our Adelaide facility.

You will receive an email notification once your refund has been processed by our Customer Service Team.

What do I need to do if I want to return an item?


Although rare, we understand that you might need to return something to us for a number of reasons.

Please contact us at [email protected] before sending anything back.

Items must be returned to us via tracked postage or courier. Without a verifiable tracking number, you accept full risk of the item not reaching us. Returns not received by us will not qualify for replacement or refund.

1. You changed your mind

  • We offer a generous 30 day return policy for change of mind. That means if you are not satisfied with your purchase, you are welcome to return it to us up to 30 days after you received it for your choice of exchange or full refund, excluding original delivery costs.
  • All returned items must be in brand new, unused condition, in their original shipped packaging, and include all parts and accessories. The item must be returned at the buyers cost in original re-saleable condition with all tags and packaging (ready to be put back on the shelf) Where returned items are not received by us in brand new condition, we will return them to you once you pay us the cost of redelivery to do so.
  • Return shipping costs are non‐refundable. For exchanges, we will cover the cost of sending a replacement product back to you.
  • Please DO NOT stick or write anything on the item itself or its packaging. Only write or place postage stickers on the outer postage packaging.

2. The item arrived damaged or missing parts

  • All orders leave our warehouse in brand new undamaged condition. If your item arrives damaged or missing parts, we will gladly replace it for you (or if stocks are exhausted, refund you in full) and reimburse you for any return shipping costs you incur to return the item to us. Please send us a copy of the receipt for any shipping costs you incur.
  • All claims for damaged items must be made within 2 business days of receiving your order. It is important that you open your order as soon as you get it, and notify us immediately if there is any damage.
  • Please take photographs of any damage and send them to us at [email protected] before sending the item back, as we need to report damage to our insurer, delivery courier and warehouse.

3. The item is faulty

  • Your purchase automatically comes with protections under Australian Consumer Law that cannot be excluded. All of our products are fully backed by manufacturer warranty.
  • Should your product be faulty, please contact us at [email protected] so we can guide you through the correct process for having the fault rectified under the manufacturer warranty. Depending on the manufacturer’s warranty terms and requirements, we will either repair or replace it for you (or if stocks are exhausted, refund you) excluding original delivery costs.
03 Warranty

What is your warranty policy?


At Luca Living, our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

Under the Australian Consumer Law for a major failure of the product to comply with a consumer guarantee you are entitled to a replacement or refund. Otherwise, we can elect to have the goods repaired or replaced within a reasonable time, if they fail a consumer guarantee and the failure does not amount to a major failure.


Many of our products also come with a warranty from the manufacturer. The manufacturer's warranty period, in most instances, will depend on what is stated on the product or in the product's packaging (calculated from date of purchase from Luca Living).

The benefits provided to you the consumer by the manufacturers' warranty are in addition to the rights and remedies available to you under the Australian Consumer Law, as noted above.


If your product is faulty, send it back to Luca Living, together with your receipt to help us establish the date of your purchase, and we will work with you to determine the appropriate remedy under the Australian Consumer Law.

Full details of your consumer rights may be found at www.consumerlaw.gov.au

04 Luca Living

Contact Details

If you have queries, please feel free to contact us on 08 8234 1121 or email [email protected]. Our office hours are 8am - 3pm Monday to Friday. 

Where are you located?

We are located in Adelaide, South Australia.

Our address is 3 Manfull Street, Melrose Park, South Australia, 5039.

Our hours are 8am to 3pm Monday to Friday.