Returns

Returns Policy

We love our products as much as you do and we want you to love your purchase! If you're not completely satisfied, we’re here to help.

We accept returns within 30 days of receiving your order. To be eligible, items must be:

  • In their original condition (unused, unwashed, and in original packaging)
  • Free from damage, stains, or odors
  • Accompanied by proof of purchase

Please note:

  • Clearance items are final sale and cannot be returned.
  • For hygiene reasons, we do not accept returns on certain items (e.g., used rugs or cushions).

How to Return an Item

  1. Contact Us – Email us at info@luxetradingcoompany.co.nz with your order number and reason for return.
  2. Pack & Send – Securely package the item and send it to our return address (provided upon approval).
  3. Refund/Exchange Processing – Once we receive and inspect the item, we will process your refund or exchange within 5-7 business days.

Refunds

  • Refunds will be issued to the original payment method (minus any shipping costs).
  • If your return does not meet our policy, we may decline the refund or return the item to you.

Damaged or Incorrect Items

If you receive a faulty or incorrect item, please contact us within 7 days of delivery with photos, and we’ll arrange a replacement or full refund.

Return Shipping Costs

  • Return shipping costs are the customer’s responsibility, except for faulty or incorrect items.
  • We recommend using a trackable shipping service, as we cannot be responsible for lost returns.

For any questions, reach out to us at info@luxetradingcompany.co.nz – we’re here to help!

We’re here to help! If your question isn’t answered below, feel free to contact us or send us a message on Instagram or Facebook.

Shipping and Delivery

Where do you ship from?
We ship from New Zealand. All homewares are dispatched from our local warehouse. Cabinet hardware is either in stock or available for pre-order (shipped within 2–3 weeks).

How much is shipping?
Shipping is calculated at checkout based on your location and order size.

How long will my order take to arrive?
Dispatched within 2 business days.
Usually arrives within 2–3 weeks.
You’ll receive tracking details once your order is on its way.

Do you offer local pickup?
Yes! We are based in Wanaka and happy to arrange pickup or delivery for orders in Central Otago.

Returns and Exchanges

Can I return my order?
Yes! We accept returns on most items within 14 days of delivery, provided they’re unused and in original packaging.

How do I return something?
Simply email us at info@luxetradingcompany.co.nz with your order number, and we’ll guide you through the return process.

What if my item is damaged or faulty?
Oh no! Please email us with photos within 7 days of receiving your item so we can sort it out quickly.

Products and Materials

What are your cabinet knobs and handles made from?
Our hardware is crafted from solid brass. They’re made to last and feel luxurious in-hand.

Are screws included?
Yes! Each knob or pull comes with the appropriate screw(s) for standard cabinetry.

Can I pre-order items that are sold out?
Yes – most of our hardware is available for pre-order. Look for the “Pre-Order – Ships in 2–3 Weeks” label on the product page.

Wholesale and Trade

Do you offer trade or wholesale pricing?
Yes! We love working with interior designers, home stylists, and builders. Email us at info@luxetradingcompany.co.nz or message us to access our trade rates.

Can I order a large quantity of a specific knob or pull?
Absolutely. Most styles can be ordered in bulk with a 2–3 week lead time. Just reach out and we’ll confirm availability and timeframes.

Ordering and Payment

What payment methods do you accept?
We accept major credit/debit cards, Apple Pay, Google Pay, and Shop Pay via our secure checkout.

Can I use Afterpay or Laybuy?
Not yet – but we’re looking to add flexible payment options soon.

Will I get a confirmation email?
Yes! You’ll receive an order confirmation straight after purchase, and a follow-up with tracking once it ships.