Can I place multiple orders for different delivery addresses online?

No, unfortunately, we do not have the functionality to place orders going to multiple delivery addresses online yet. 

My credit card details are not being accepted. What is wrong?

Please check the following.

  • There are no spaces in your credit card number
  • Your card is not expired
  • Your name appears exactly the same as on the card

If you still experience issues, please get in touch with your financial institution for further assistance.

Who do I contact if I have a problem with my PayPal account?

If you have any issues with your PayPal account, please contact PayPal Customer Support as we are unable to assist.

When will my payment be deducted from my PayPal account?

When placing an order, payment will be deducted from your PayPal account immediately.

How do I set up a PayPal Account?

For more information on how to set up a PayPal account please visit

PayPal  https://www.paypal.com/au/webapps/mpp/account-selection

Where are my items shipped from?

From Sydney, Australia.

How do I change my delivery address after my order has been placed?

You will need to contact us urgently by email contact@luccaamorim.com and advise the correct address. Addresses cannot be changed after 4.00 pm on each shipping day.

I have entered the address details incorrectly. What can I do?

Please contact us immediately by emailing contact@luccaamorim.com and stating your Order Number in the email. If we do not receive this information before the order is shipped, then it will be shipped with the information provided on the order.

My order has been Returned to Sender by the courier. What happens now?

Occasionally a package will be returned to us for one of the following reasons:

A card was left but the recipient did not pick the package up from the post office or parcel locker.

The recipient is not known at that address or has moved.

The address details are incorrect or insufficient.

There was no access to a secure building or complex to deliver or leave a card.

The recipient was in a hospital or hotel and has been discharged or checked out.

Once your order arrives back at our office, we will inform you via email. You will have the option to have the order reshipped from our office, although an applicable redelivery fee will be passed on to you to facilitate the delivery of the package to the same or an alternative address.

What happens when the wrong delivery information was put on the package and was not delivered?

If you contact us very soon after, we may be able to ask the courier to direct you to another address. If you do not contact us in time, one of the following may happen:

The order is likely to be delivered and potentially kept by the receiver. If this occurs there is nothing we can do as we do not know who has the package.

The package may be delivered, and the receiver may contact us to inform us they have it. Generally, this would be someone close to the original address and they may be able to hand-deliver it. If not, it is possible to organise another courier, though the fee for that is not known until booking and would be chargeable, plus a $10.00 administration fee. 

The package is not delivered, and we are contacted by the courier. At this point we can have it re-directed to a new address – there will be a new Delivery Fee based on the delivery location, plus at $10.00 administration fee.

The courier company will contact us, and the package will be returned. A refund will be offered, excluding the shipping cost. If you wish the gift to be re-delivered, a new shipping fee will need to be charged. If the package is not returned to us, we will assume it has been delivered and no refund is available.

Can I get a refund if the delivery information I provided was incorrect?

Please see our Terms and Conditions Clause 7.3 for more information. 

What do I do if an item is missing from my order?

Our dispatch process requires all items to be double-checked, however, on the rare occasion that something was missed, please contact us and we will arrange for the missing item to be delivered, or a refund for that item will be issued. 

What happens if an item is damaged during delivery?

Third-party courier terms apply to the delivery of the Products to you. Any problems with delivery should be directed to us to troubleshoot the issue. We will endeavour to assist you to ensure your delivery arrives. All delivery times provided to you are estimates only and are subject to postal delays and reasons beyond our control. We do not warrant or make any representation that your order will be delivered within the times indicated. We will not be liable for any loss or damage suffered as a result of or in connection with late deliveries.

 

Returns Policy

Please see our Terms and Conditions Clause 7.3 for more information. 

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