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Shipping Protection
We offer Shipping Protection as an optional extra for $1.98 (AUD) that covers orders that are lost, stolen or damaged during transit.
By not adding shipping protection, we are not liable for replacements against loss, theft or damage that occurs after your order leaves our warehouse and is in transit for delivery.
When is a package considered lost?
- It has been over 10 business days for orders in Australia since your package’s tracking information was last updated. When our customer experience team is aware of delays due to weather or carrier logistics problems, we reserve the right to classify these packages as “delayed” rather than lost - we will communicate this with you.
- Your order tracking information states it has been “delivered” but you have not received it. We do notice there is often a delay between when couriers mark packages as delivered and when the package is physically delivered. We ask that customers wait two(2) business days after a package is marked as “delivered” before reaching out to our customer experience team.
- Deadline to report package lost for packages marked as “delivered” is within 30 calendar days of the date of package’s tracking information stating it has been delivered.
- Deadline to report package presumed to be lost (status is not “delivered") is within 30 calendar days of the last tracking update.
When is a package considered stolen?
You, or someone you know, saw a person take your package after the package was delivered. In addition to reaching out to our customer service team, we encourage reporting all thefts to your local authorities as well.
When is a package considered damaged?
The products in your package were damaged in transit. Products are missing from your package because the package was visibly opened during transit. Its important to take photo evidence of the damage as soon as you notice it.
What is not covered by Shipping Protection?
- Packages delayed in transit
- Missing packages due to the invalid/incomplete or incorrect address information provided at checkout when the order was placed.
- Order marked as unfulfilled or unshipped. This may be due to a pre-order or delay in shipping during high-volume periods e.g. holiday season
- Packages stuck in customs, undelivered or returned to us because the customs fees/duties were not paid for. Customs duties are charged by your country of residence. Any return to sender fees will be deducted from your refund.
- Items that are returned to us for a refund or exchange that are in an unsellable condition
- If you requested items to be left outside your property via a postal app or account and they go missing - this waives the right to any claim as per carrier terms and conditions.
- Is not a product replacement plan. If you are unsatisfied with a product you received, please reach out to our customer experience team as we offer a 30 Day Money Back Guarantee*
- Packages that have already been replaced or refunded under Shipping Protection. If a package is replaced and there are further shipping issues, please contact the shipping carrier directly.
How do I receive a refund or replacement package?
Please contact our team here with your order info and we will help you out.
Email: support@lucentglobe.com
Include the following information in your email:
Description of the issue
Photo of damaged products/package, if applicable
Contact information or order number: Name, shipping address, phone number
Any other supporting information, photos or video you’re able to provide