FAQs

WHO DO I CONTACT TO FIND OUT ABOUT MY ORDER? 

If you're in Australia or New Zealand you can email us directly at sales@lumababycare.com.au and we can look up your order information. 
 
Our hours are 9:00 a.m.- 5:00 p.m. AEDT, Monday - Friday

HOW DO I KNOW IF AN ITEM IS IN STOCK?

The words “In Stock” will appear next to the item on the product detail page and you will be able to add the item to your cart, the item has inventory and is ready to be shipped!

IF AN ITEM IS OUT OF STOCK, CAN I STILL BUY IT?

Some out of stock items are available for Pre-Order and if you're interested in an item that is out of stock and not available for Pre-Order, simply contact us on email or by calling us on +61 3 9702 3883 and we will be able to assist you. 

 

HOW CAN I BE SURE MY ORDER HAS BEEN RECEIVED?

After you've submitted your order, we'll send you a confirmation email that will include an order number. 

 

WHY DIDN'T THE PROMOTONAL CODE WORK ON MY WEB ORDER?

One reason could be that the code wasn't entered correctly. Double check to make sure it was entered right.

Another reason could be your order didn't meet the criteria or it expired. If it's an email code, check the promotion information at the bottom of the email.

If your order met the discount requirements and is still not being applied, send us an email

 

WHICH PAYMENT OPTIONS DO YOU ACCEPT? 

For all online or phone orders we accept VISA, Mastercard, American Express credit cards and Paypal. You can also use VISA or Mastercard bank debit cards. Please note that we do not accept prepaid credit cards and/or Visa gift cards unless there is a billing address registered with the card. We only accept credit cards issued from a country we ship to.

 

CAN I HAVE OVERSIZED ITEMS SHIPPED EXPRESS?

Yes, we can express ship most of our oversized items. However, an additional "oversized item" shipping charge may be added to your shipping total for each item. We include messaging indicating which products are considered oversized and will incur this additional fee in the product description so you have this information before checking out. Additional surcharge per item may be up to $20.00, depending on the size of the item and its location.

 

WHICH PACKAGE DELIVERY CARRIERS DO YOU USE?

We ship our orders through either Australia Post or a selected Courier Company at our choosing.

 

WHEN SHOULD I EXPECT TO RECEIVE MY ORDER?

That depends on what shipping option you pick and whether your order is ready for dispatch.  

This table gives an estimate time frame for each our shipping options for orders in Australia and New Zealand

Shipping Method	Delivery Time
Australia Post Standard Delivery	2-7 Business Days
Australia Post Express Delivery	1-2 Business Days
Courier	1-3 Business Days

Please note that shipping to WA or NT may incur further delivery time and if you reside in a regional area

 

WHAT IF THERE IS A PROBLEM WITH MY ORDER?

If there is a problem with your order, can't find any of the answers above, or if you have any questions or concerns, please contact us directly at sales@lumababycare.com.au and we can look up your order information.