Please read our FAQ's below for the answers to some commonly asked questions. If you need more information please contact us at info@luxlaser.com.au or through our contact us page.
We do not publish our phone number as we prefer to use emails or our contact form to keep a record of our conversations with you so we can refer back to them and make 100% sure your order is correct.
We work mostly with:
MDF
3mm up to 9mm
Plywood
3mm up to 6mm
Acrylic
1mm up to 3mm
If you're after something specific and it's not currently in our shop, contact us through our email above or our "Contact Us" page and we'll work with you to create exactly what you're after.
If you find something in our shop simply follow the online shopping prompts. If you require something outside of the options available for a certain listing, please don't hesitate to get in touch and we'll get you sorted.
We're set up to accept payment via PayPal.
If you are unable to use PayPal, get in touch with us with the details of your order and we'll work out alternate payment methods (E.g. Direct Deposit).
Orders will not be processed until payment has been received and cleared. Please make sure that your details are correct as a correspondence between Lux Laser and our customers will be via the email address provided in your order/enquiry.
Your order will be sent to the address you provide in your order and no changes will be accepted for change of address. If paying via PayPal please ensure your PayPal information is kept up to date as legally the order must be sent to the address provided at time of purchase. If a parcel is returned to us due to an incomplete or incorrect address then the buyer will need to pay for the return postage costs.
NO refunds will be allowed for postal returned orders.
The time from order to delivery will change from time to time depending on what was ordered, and the volume of work required or currently underway.
Upon receiving an order we will send an email within 48 hours to give you an estimate on delivery time frames.
Orders will typically take between 1 and 2 weeks to be delivered.
Please keep in mind that we have no control over the postal service so any estimate we give you is a guide only.
There may be opportunities to process orders faster if you require them by a specific date. Please get in touch with us before placing the order so we can work out if we can squeeze your order in and get it out to you on time.
As most of our products are custom made, Lux Laser does not offer refunds or exchanges if you change your mind, don't like the font, or design.
Please make sure that upon ordering, you check that all the details you've provided, including spelling of names, style and colour choices, are correct.
If loss or damage occurs during delivery, Lux Laser will provide replacement products providing that reasonable evidence of such loss or damage can be provided within 48 hours of receiving the parcel. This should include photos of the broken item and the packaging.
If the loss or damage occurs after delivery to the buyer, Lux Laser shall bear no further liability.
As most of our products are custom made, cancelling an order will likely leave us with product we can't sell, so cancelling of orders cannot be accepted.
We do understand that sometimes things do go wrong and stuff happens, so if you do need to cancel, please advise us via email as soon as possible, and if agreed to, a refund will be processed less 20% of the order total to cover administration costs. This refund will only be processed via the payment method in the order and to the person who's name is on the order.
If production/design of your order has commenced then no cancellation will be accepted.
We ship orders throughout Australia through Australia Post (unless you want to organise something different through email). We will provide a backing board and wrap your order in bubble wrap and used padded satchels to help protect your goods.
Unfortunately, international shipping is not available at this time.