Shipping & Pick-Up Policy
Shipping & Pick-Up Policy
At Luna Bathrooms, we aim to deliver your order safely and as quickly as possible. Please read the information below before placing your order.
Delivery Areas
We deliver to most metropolitan and regional areas across Australia.
Some remote, regional or island locations may incur additional freight charges or delivery restrictions. If this applies to your order, we will contact you before dispatch to discuss the available options.
Processing Times
Orders are typically processed within 1–3 business days after payment has been received.
Processing times may be longer during public holidays, promotional periods, or where products are temporarily out of stock.
If an item is unavailable or delayed, we will contact you as soon as possible with an updated estimated dispatch date.
Delivery Timeframes
Estimated delivery times after dispatch are:
| Destination | Estimated Delivery Time |
|---|---|
| Sydney Metro | 1–3 business days |
| NSW Regional | 2–5 business days |
| Melbourne, Brisbane & Adelaide Metro | 3–7 business days |
| Regional VIC, QLD & SA | 4–10 business days |
| Perth & Regional WA | 7–14 business days |
| Tasmania | 5–10 business days |
| Northern Territory | 7–14 business days |
Delivery timeframes are estimates only and may vary due to courier schedules, weather conditions, public holidays, or regional delivery locations.
Shipping Costs
Shipping costs are calculated at checkout based on your delivery location and the size and weight of your order.
Large or bulky products, including vanities, bathtubs, shower screens and toilets, may require specialised freight services and may attract higher delivery charges.
If additional freight charges apply due to your location or the size of your order, we will contact you before dispatch.
General Delivery Conditions
To ensure a smooth delivery, please note the following:
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Deliveries are made to the kerbside, driveway or ground-floor access point only.
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Delivery personnel are unable to bring goods inside your home or premises.
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Deliveries do not include carrying products upstairs, to upper levels, or into lifts.
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Delivery drivers cannot remove existing fixtures or assist with installation.
Customers are responsible for:
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Providing a complete and accurate delivery address.
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Ensuring safe, clear and reasonable access for the delivery vehicle.
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Arranging sufficient assistance to safely move large or heavy items from the delivery point into the property.
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Inspecting all goods immediately upon delivery.
Many of our products are heavy, oversized or fragile. Please ensure appropriate assistance is available to safely receive and transport your order after delivery.
Authority to Leave
Where safe to do so, deliveries may be left without a signature if you have authorised the courier to do so.
If you request an Authority to Leave, Luna Bathrooms and the delivery carrier cannot accept responsibility for any loss, theft or damage occurring after the goods have been delivered.
Inspecting Your Delivery
Please inspect your order as soon as it is delivered.
If you receive a damaged, incorrect or incomplete order, please contact help@lunabathrooms.com.au as soon as reasonably practicable, preferably within 2 business days of delivery.
Please include:
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Your order number.
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Clear photos of the product.
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Clear photos of the packaging.
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A brief description of the issue.
Prompt notification helps us investigate and resolve freight claims as quickly as possible. This timeframe does not affect your rights under the Australian Consumer Law.
Delivery Delays
While we work closely with our freight partners, delivery delays can occasionally occur due to circumstances outside our control, including:
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Severe weather.
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Transport disruptions.
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Public holidays.
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High freight volumes.
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Remote delivery locations.
Luna Bathrooms is not responsible for delays caused by third-party freight providers.
We strongly recommend waiting until your order has been delivered, inspected and confirmed to be complete before booking plumbers, builders, installers or other tradespeople.
Luna Bathrooms is not liable for any costs, expenses or losses arising from delivery delays or product availability.
Missed Deliveries & Re-Delivery
If delivery cannot be completed because:
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No one is available to receive the goods where a signature is required.
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The delivery address provided is incorrect.
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Access to the property is restricted or unavailable.
Additional storage, re-delivery or handling charges may apply and are the responsibility of the customer.
Risk & Ownership
Risk in the goods passes to the customer upon delivery or collection.
Order Tracking
Once your order has been dispatched, you will receive a shipping confirmation email with tracking details where available.
Some oversized, palletised or specialised freight deliveries may not include live tracking updates. If you require an update on your shipment, please contact our customer service team.
Split Shipments
Where your order contains multiple items, they may be dispatched separately depending on stock availability or warehouse location. Tracking information will be provided for each shipment where applicable.
Warehouse Pick-Up
Customers are welcome to collect their orders from our warehouse by prior arrangement.
Pick-Up Address
Luna Bathrooms
14 Mary Parade
Rydalmere NSW 2116
Please note:
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Orders must be paid in full before collection.
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We will notify you when your order is ready for collection.
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Please do not attend the warehouse until you have received confirmation that your order is ready.
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Please bring your order confirmation and valid photo identification when collecting your order.
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If someone is collecting the order on your behalf, please notify us in advance.
We recommend inspecting your order before leaving the warehouse. Once goods have been collected, the customer assumes responsibility for transporting them safely.
Contact Us
If you have any questions regarding shipping, delivery or warehouse collection, please contact our customer service team.
Email: help@lunabathrooms.com.au