Returns

We have a 30 day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging.

How to start a return:
To start a return, you can contact us at hello@luxemail.com.au or via our contact us page here. We’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Items are to be sent back to us using the cheapest possible method and standard post only, not express. Once the item is received, your item will be assessed to see if it qualifies for a refund or exchange. Items must be in their original packaging and not be used or damaged. 

You can always contact us for any return question at hello@luxemail.com.au.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. We will investigate every situation thoroughly to ensure the right action can be taken. 

Exceptions / non-returnable items

Unfortunately, we cannot accept returns on sale or discounted items. Please contact us if you have any questions or concerns regarding your items. 

Our mailers are printed in bulk on a very fast machine (10,000 bags per 20 minutes). Given this there may be some discrepancy in the print between individual bags and some bags may have small folds/lines in them. This does not affect the usability of the bag and is not considered a defect and hence is not an acceptable reason for return. 

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

Refunds for change of mind: We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. 

If you purchased your item using Afterpay, you will receive a refund of the purchase price, minus the Afterpay fees for your order. Afterpay does not refund these merchant fees in the instance of a refund and hence we do not receive these fees back. As such we can't refund you the amount of these fees. Please note Afterpay charges us, Luxemail, the merchant between 4-6% on every transaction and Shopify charges an additional 2% on top of this. Hence you will receive a refund minus these fees. If you wish to avoid being out of pocket in the off-chance of a refund we recommend you pay directly through Shopify or via Paypal.

Refunds for damaged items: Depending on the item, we may or may not ask for you to return it at no expense to you. We will refund you the entire cost of the item. We will not withhold any Afterpay fees. 

Luxemail Postal Address:

Luxemail

PO Box 2194

Keperra, QLD 4054

Based on 323 reviews
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Tissue paper

Great product, will definitely buy again

Love these stickers

Classy and perfect for small businesses. Thank you Luxemail.

Thank you cards

The thankyou cards I received are perfect for my store, will be purchasing again 😊

AMAZING quality fast delivery and customer service was ON POINT! 🩷

T
Mailer - Pink Leopard
Tara

AMAZING quality fast delivery and customer service was ON POINT! 🩷

Mailer - Pink Daisies

K
Acid-Free Tissue Paper - Black and White Spots
K.D.G.
Amazing Quality and Great Service

Highly recommended

S
Pen - Blue Spots
Sue Thompson

Awesome pens

Awesome

So Cute!

Always great quality. Quick delivery. Excellent customer service x

Absolutely love the design and very easy to use

Easy to use, heaps of instructions very happy with it!

C
Compostable Packing Tape | Water Activated Tape - Purple & White
Chloe Richmond
Love, Love, Love!!!❤️

Absolutely love your tapes!😍

Awesome

Bubble Mailer - Pink Happy Faces

Wonderful

What a greate product my pink tape holder, and the pink daisy tape looks fantastic.

Water tape dispenser

I’m very impressed with the product ! Quick delivery … 10/10

Pretty design! It holds up nice and strong in transit! Great quality of protection! Will come back for more, however I wish there were more size options.

E
Compostable Packing Tape | Water Activated Tape - Purple & White
Erryn

So pretty! Used it straight away, was easy to use. No mess, no fuss! Stuck great first time and looked really cute!