Frequently Asked Questions
How do I make a purchase?
Making a purchase is easy! First, try finding what you are looking for. You can use either the browse or search tools. Browse can let you narrow down your options from a category such as Glassware, down to Wine Glasses, and then produce a list of items that fit that criteria. Search will let you filter all products based on product name, description or brand. For example, typing Libbey into the search bar will display all products from Libbey.
After selecting your desired quantity or type, add the item to your cart. This does not commit you to purchasing it. When you have added everything you are after into your cart, click proceed to checkout. Follow the steps from here to finish your purchase!
What happens if the item is out of stock?
Occasionally we will temporarily run out of stock of an item due to high demand. If this is ever the case for an item you ordered, we will send you an out-of-stock e-mail within 24 business hours. If you have a time-constraint on your order please respond to the e-mail and our Order Support team will work on a solution for you! Feel free to contact us to check stock on the items you’re purchasing before your order is placed to ensure availability.
What happens if I want to cancel or modify an order?
Please contact us immediately if you would like to cancel an order. If an order is already processing in our warehouse and being packed to ship, we cannot guarantee that the order can be cancelled. In order to maintain accuracy and efficiency in our order process, we are unable to alter any orders after they have been placed. If you would like to add to or modify your order in any way, please contact our Order Support team to cancel the order so you can reorder exactly what you need!
Our warehouse works on the weekends to package orders so they are ready for shipment on Monday morning. Although we do not ship on weekends, if an order is packaged to ship over a weekend and billed out, the order is not able to be cancelled.
If we cannot cancel an order because it has already shipped from our warehouse, please see our returns procedures.
What is your warranty policy?
If a warranty is available for an item, the details of the warranty can be found listed in the item description, or as a downloadable link on the item’s page. All warranties are handled based on the manufacturer’s warranty policy. Since manufacturers’ warranty policies vary, please contact a Customer Solutions Specialist to verify warranty info before placing your order.
For items being used internationally, please confirm if the warranty is valid in your area.
What is your return policy?
All regularly stocked items may be returned to us if the item is unused and can be put back in the original packaging. In order for returns to be accepted, your items must be returned within 14 days from receipt of your order. Please contact a Customer Solutions Specialist before returning an item so a return authorization can be created. We will send you an e-mail with instructions on how to complete the return. Upon receipt and inspection of returned product(s), your credit card will be credited for the amount paid for the item(s) minus the 20% restocking fee.
To return Special Order items and items shipped direct from the manufacturer, please contact a Customer Solutions Specialist to request a return with the manufacturer. Items must be unused and in the original packaging that was received. Since manufacturer return policies and restocking fees vary, please contact us as soon as possible so a return request can be submitted. Although we attempt to receive a return authorization for all items, please note that some items on our website are made-to-order and are not able to be returned.
The return shipping fee for a standard return is the responsibility of the customer submitting the request.
If you still have questions after reading our policy, please contact us on 8555 9926 or send us a message (email link)
What do I do if my item is damaged or missing?
If any item or packaging is damaged or missing, or if you have any doubt about possible damage, you MUST do the following:
- Note it clearly on the delivery receipt before signing
- Keep your copy of the delivery receipt
- Contact us within 1 business day
- Keep the damaged packing materials for inspection
- Take pictures of the damaged items and packaging
Our warehouse pays great attention to packaging every order for shipment. Unfortunately damage does occur occasionally during transit and we must go to the carrier company to receive reimbursement for these damages. By signing the delivery receipt you are taking responsibility and ownership for the shipment in the condition noted. If part or all of your shipment is damaged and you did not note this in any way on the delivery receipt, we CANNOT guarantee any compensation for damages. By signing your name on the delivery receipt without noting any damages, you are stating that you have received your shipment in acceptable condition.
Why do you charge restocking fees?
Because we want to continue to keep prices as low as possible for you! When an item is returned, there are additional costs associated with processing the return. Companies that do not charge restocking fees pass the costs of their Returns Department onto their customers through higher priced items. Instead of raising our prices and charging every customer for frivolous returns costs, we only charge a restocking fee for items that are a standard return.
What forms of payment do you accept?
Credit Card (Preferred Method)
We ask that all orders be placed online via credit card payment. From the shopping cart, you have the option to check out using our secure server or PayPal. We accept all major credit cards including MasterCard, Visa and American Express.
If paying by EFT, please ensure you use your LUMAS order number as payment reference, and deposit funds into the below account.
Account Name: Lumas Hospitality Supplies
BSB: 003 005
Account: 376 788
Is my transaction secure?
Yes! To ensure our customers’ safety online, all orders go through security checks before we start processing them. For a small percentage of orders, we may request additional information via email to help ensure the validity of the order.
What is GST and how is it applied?
GST is the term for Goods and Services Tax. The current GST rate is 10% and is included in all pricing, except as where noted. GST is applicable to all purchases from this store shipped to Australian addresses. GST is not applicable to non-Australian deliveries and so e.g. any purchases made by New Zealand residents would be Australian GST free. Similarly, purchases made by European, Asian and North American residents are also GST free and the GST free price will be charged in the Checkout.
Got a question, can’t see what you want, or need help? Our friendly customer service representatives are available Monday to Friday, 9am to 6pm AEST. Call us on +61 8555 9926 or send us a message (firstname.lastname@example.org link). We’ll be more than happy to help!