Shipping & Delivery
Do you offer free shipping?
No. Shipping costs are calculated based on your order and delivery location, and will be displayed at checkout before you complete your purchase.
How long does processing take?
Orders are processed within 1 to 3 business days after payment is confirmed. During busy periods, processing may take a little longer, and we will let you know if there are any significant delays.
How long does delivery take?
Once dispatched, delivery within Australia typically takes 4 to 7 business days. Combined with processing time, most orders arrive within 5 to 10 business days of being placed.
Do delivery times vary by location?
Yes. Customers in regional or remote areas, including parts of WA, NT, and TAS, may experience longer delivery times due to carrier network coverage.
Do you ship outside Australia?
We currently only ship within Australia.
Will I get a tracking number?
Yes. Once your order is dispatched, you will receive a tracking number by email so you can follow your delivery.
What happens if my order is delayed?
Occasionally delays happen due to factors outside our control, such as carrier delays or high demand periods. If your order is running behind the estimated timeframe, feel free to reach out and we will look into it for you.
What if my order doesn't arrive?
If your order hasn't arrived within 10 business days of the expected delivery date, contact us at help@lucendihome.com with your order details and we will investigate promptly.
Can I change my delivery address after ordering?
Contact us as soon as possible at help@lucendihome.com. If your order hasn't been dispatched yet, we will do our best to update the address, but we can't guarantee changes once an order is with the carrier.
Returns & Refunds
Can I return an item if I change my mind?
We do not offer change of mind returns. Please review product descriptions, dimensions, and images carefully before purchasing, as we're unable to accept returns or exchanges for change of mind.
What if my item arrives damaged, faulty, or incorrect?
Contact us within 7 days of delivery at help@lucendihome.com with your order number and photos or video showing the issue. We will offer a free replacement or a full refund, and no return shipment is required in these cases.
Do I need to pay for return shipping?
Only if the return isn't related to a fault, damage, or incorrect item. In cases of damage, defect, or incorrect items, no return shipment is needed at all.
How long do refunds take to process?
Once approved, refunds are processed to your original payment method within 5 to 10 business days, depending on your bank or payment provider.
What if a fault develops after the 7-day window?
Products are covered by our 1-year warranty. Contact us at help@lucendihome.com with your order number, a description of the fault, and supporting photos or video, and we'll assess whether a repair, replacement, or refund is appropriate.
Does this policy affect my rights under Australian Consumer Law?
No. Nothing in our returns policy limits your rights under the Australian Consumer Law. If a product has a major failure, you're entitled to a replacement or refund. For a minor failure, we may repair, refund, or replace at our discretion.
Who do I contact to start a claim?
Email help@lucendihome.com or use our Contact page with your order number and details of the issue.
Product Information
What kind of products does Lucendi Home sell?
We offer a curated range of home decor across furniture, lighting, and rugs, designed to suit a variety of Australian homes and styles.
Are the colours and finishes shown online accurate?
We make every effort to represent our products accurately, but colours and finishes may appear slightly different depending on your screen or device settings.
Are dimensions listed for each product?
Yes, product dimensions are included on each product page. We recommend measuring your space before ordering, particularly for larger furniture pieces.
Is stock availability shown accurately?
Product availability is subject to change without notice. If an item you've ordered becomes unavailable, we will contact you as soon as possible to discuss options such as a substitute, backorder, or refund.
Are your rugs suitable for high traffic areas?
This varies by material and construction. Product descriptions include care and durability guidance where relevant, so check the specific listing for the rug you're interested in.
Are your lighting products compliant with Australian electrical standards?
Yes, all lighting products sold meet applicable Australian standards for supply.
Assembly & Compatibility
Does furniture require assembly?
Some furniture items require assembly. This is noted on the individual product page, along with an indication of how much assembly is involved.
Are assembly instructions included?
Yes, assembly instructions are included with items that require assembly. If you believe your item is missing instructions, contact us at help@lucendihome.com and we will send these through.
Do I need any special tools to assemble my furniture?
Most items only require basic tools, which are commonly included in the packaging. Specific requirements are outlined in the product's assembly instructions.
Are your lighting fixtures compatible with standard Australian fittings?
Yes, our lighting products are designed for standard Australian electrical fittings. If a product requires professional installation, this will be noted on the product page.
Do I need an electrician to install my light fixture?
Some fixtures, particularly hardwired ceiling and wall lights, should be installed by a licensed electrician. This will be indicated on the relevant product page. Plug-in lamps and portable lighting do not require installation.
Can I return a product if it doesn't fit my space?
As we do not offer change of mind returns, we recommend checking dimensions and floor plans carefully before ordering. If you have questions about sizing before you buy, contact us at help@lucendihome.com and we're happy to help.
Orders & Payments
What currency are your prices in?
All prices are listed in Australian Dollars (AUD).
What payment methods do you accept?
Payments are processed securely through our payment providers at checkout. Accepted methods are displayed at the checkout page.
Can I cancel my order after placing it?
Contact us as soon as possible at help@lucendihome.com. If your order hasn't been dispatched yet, we generally cannot cancel cancel it. Once an order has been dispatched, it cannot be cancelled.
Will I receive confirmation of my order?
Yes, you will receive an order confirmation email once your order has been placed and payment confirmed.
Can you cancel or decline an order?
We reserve the right to decline or cancel any order at our discretion, for example in cases of pricing errors or stock issues. If we cancel your order, we will notify you and issue a full refund.
Do prices ever change after I've placed my order?
No. The price charged is the price displayed at the time your order was placed, even if pricing is later updated on the site.
Is my payment information secure?
Yes. Payment information is processed securely through our payment providers and is never stored on our own systems.
Warranty & Support
What warranty do you offer?
All products purchased from Lucendi Home come with a 1-year warranty from the date of delivery, covering manufacturing faults and defects.
What does the warranty cover?
The warranty covers genuine manufacturing faults and defects that arise under normal use. It does not cover damage caused by misuse, accidents, or normal wear and tear.
How do I make a warranty claim?
Email help@lucendihome.com with your order number, a description of the fault, and photos or video evidence. We will assess your claim and offer a repair, replacement, or refund as appropriate.
Does the warranty cover change of mind?
No, the 1-year warranty covers faults and defects only. It does not cover change of mind, which is not eligible for return or refund.
What if my product develops a fault after the warranty period?
Your rights under the Australian Consumer Law may still apply beyond the 1-year warranty period, particularly for major failures. Contact us at help@lucendihome.com and we will assess your situation.
How can I get in touch with support?
You can reach our support team at help@lucendihome.com or through our Contact page. We aim to respond as quickly as possible.