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Information

Policies

Find everything you need to know about delivery, returns and how we handle your information
Shipping

Delivery &
Returns Policy

Each item is carefully inspected and packaged so it arrives to you in excellent condition. Parcels are shipped through Australia Post and will be delivered as quickly and as safely as possible. This Delivery and Returns policy forms part of the Lumière Home website terms and conditions.

Shipping charges are a flat rate $10 for orders under $100, and free for orders over $100.

Products that are in stock will be dispatched the next business day. Delivery will usually be two to six business days. Deliveries can sometimes be delayed due to circumstances beyond our control, however, and delays due to Australia Post backglogs from the Covid-19 lockdowns may occur. When your product is dispatched you will receive an email containing a tracking number, so you can track the progress of your parcel

If you have any questions about this Statement, the practices of Lumière Home with respect to personal information or your dealings with this Website, you can contact us at hello@lumierehome.com.au

Change of Mind

We do not offer credit, exchange or refund for change of mind returns.

Faulty Products

Items are carefully inspected and packaged before shipping. Damage during shipping is highly unlikely, but if this occurs, please contact us within 30 days from date of purchase. Keep all the original packing material. We’ll investigate the fault or damage as soon as the returned items are received. Please note shipping costs for returns/exchanges are at customer’s expense.

  1. Contact us to report the fault within 30 days from date of purchase. All returns must be authorised by Lumière Home Customer Service.
  2. Provide us with your proof of purchase.
  3. We’ll provide you with instructions on how to return the faulty or damaged product to Lumière Home and investigate the fault or damage as soon as the items are received. Products must be returned to us in their original condition and in their original packaging, and must not have been used.
  4. Any refund will be processed using the original payment method.
  5. Returns and exchanges are subject to our terms and conditions.

 

Have questions or need help? 
Please email hello@lumiere.com.au

We do not accept returns or offer credit, exchange or refund on sale items.

Policies

Privacy &
Security Policy

At Lumière Home, we value your privacy. We do not share or sell information to third parties, nor use personal information for any reason other than its intended use. This Privacy and Security policy forms part of the Lumière Home website Terms and Conditions. This privacy statement discloses the privacy practices for Lumière Home (www.lumièrehome.com.au), what information we gather, how we use it and how to correct or change it. This Statement only addresses the activities from our servers. Other sites (including those to which our website links and third-party sites or services with which Lumière Home interacts) may have their own privacy policies and practices separate from ours. Lumière Home has no responsibility or liability for these independent policies or actions and is not responsible for the privacy practices or the content of any other website or organisation.

When you purchase an item through Lumière Home you will create a username and password for security purposes. Please note that we will never contact you, by email or phone, asking for your username or password. Keep these details safe and secure. If you receive a request for this information ignore it and contact us as soon as possible.

All of the information Lumière Home collects (what you tell us and what we collect through the use of cookies), is “aggregated“ so the information from many users is grouped together in a way that does not disclose the personal information of any particular user. We may use this aggregated information to evaluate which products and services are successful and which ones are not, and in order to evaluate which new services we should make available on our website. Lumière Home will not disclose any information about any individual without their consent, except to comply with applicable law or valid legal process. There may be cases in which some of your personal information may be used by Lumière Home to target e-commerce promotions.

If you have any questions about this Statement, the practices of Lumière Home with respect to personal information or your dealings with this Website, you can contact us at hello@lumierehome.com.au

Anyone who participates in interactive activities (blogs, message boards, contests, store and membership program) on Lumière Home may be asked to register using their email address and password. We use customer contact information from this registration form to send the user information about our company and promotional material. Financial information that is collected is used to bill the customer for products and services. The customer’s contact information is also used to contact them when necessary for customer service reasons. Unique identifiers, such as email addresses and passwords, are collected to verify the user’s identity and for use as account numbers in our record system.

Cookies are small data files that many websites write to your hard drive when you visit them. A cookie file can contain information such as a user ID that the site uses to track the pages you’ve visited. The only personal information a cookie can contain is information you supply yourself. Generally, cookies work by assigning a unique number to the user that has no meaning outside the assigning site. A cookie can’t read data off your hard disk or read cookie files created by other sites. This random number lets us keep track of “how many” times customers are doing specific things – like visiting our site each month – without really knowing who those customers are. We also use cookies to keep track of your shopping cart and to make sure you don’t see the same ad repeatedly. We use cookies to deliver content specific to your interests and to save your member ID. After you enter your contact and delivery details during a session on our website, they will be saved under your email address and password so that you don’t have to re-enter the information on your return to the site. Lumière Home cannot control the use of cookies or the resulting information by advertisers or third parties hosting data for Lumière Home. If you do not want information collected through the use of cookies, most browsers allow you to deny or accept the cookie feature; however, users should note that cookies maybe necessary to provide the user with certain features available on the Lumière Home website.

Lumière Home utilises a variety of security measures to maintain the safety of your personal information. All user contact information is contained behind a “firewall“, and is only accessible by a limited number of employees who have special access rights to production systems. All sensitive/credit information supplied by users is transmitted via Secure Socket Layer (SSL) technology directly to the banking system and then immediately disposed of when the transaction is complete. If you choose to modify your personal information you may do so by visiting the ’My Account’ section of the website. You will need to submit your email address and password for authentication before you can modify your file. PRIVACY ONLINE Whenever you voluntarily and publicly disclose personal information on any online service or website (on message boards, blogs, through email, or in chats), information can be seen, collected and used by others. If you post personal information online that is accessible to the public, you may receive unsolicited messages from other parties in return. While we strive to protect your personal information, Lumière Home cannot ensure or warrant the security of any information you transmit to us, and you do so at your own risk. You are solely responsible for maintaining the secrecy of your passwords and/or any account information. Please be careful and responsible whenever you are online.

Lumière Home may contact you by email to share information about the website, products and promotions. You may cancel your email subscription at any time by following the instructions at the bottom of each email. PRIVACY ACT Lumière Home actively seeks to comply with Australia’s privacy laws. We aim to ensure that our privacy policy continually meets all legal requirements in order to maintain and honour your privacy. For more information about the National Privacy Principles, see the Federal Privacy Commissioner’s website: http://www.privacy.gov.au

Maintaining the security of your personal information is extremely important to us. Our secure server software uses industry-standard SSL encryption technology. SSL (Secure Socket Layer) encrypts, or encodes, your personal information, including credit card number, name, and address so this information would be rendered unreadable should someone try to intercept it. Off-line information is also protected and is accessible only to those authorised personnel for whom it is necessary to access such information.

When you pay with your credit card online, you will notice that the URL prefix (located in your address bar) will change from the standard http:// to the secure https://. This means that you are in secure mode for your transaction. Similarly, you will notice your browser’s security icon changes to either a locked padlock or solid gold key (depending on your browser make and version). This is your assurance that your browser and our server are communicating securely.

Legal

Terms &
Conditions

This website is owned and operated by Lumière Home.

Through this website you may be able to do any of the following, among other things:

  • View information about Lumière Home and its products;
  • Order Gift Cards and other Lumière Home products;
  • Create an online account;
  • Sign up for receiving communications about our products; and
  • Use the email, instant messaging and other application functions to contact us, and send or post queries, reviews, and feedback, (the ‘Services’).
     

The following terms of use, as updated from time to time, govern your access to and use of:

  • This website;
  • All information and data (including data files, written text, computer software, location data, audio files or other sounds, photographs, videos or other images) which you may have access to through your use of the website or the Services (‘Content’); and
  • The services
     

Nothing in these terms of use is intended to exclude, restrict or modify rights that you may have under the law (including the Australian Consumer Law) which may not be excluded, restricted or modified.

1.1 Access provided ‘as is’

a. Access to the Content and this website is offered on an ‘as is’ and ‘as available’ basis.
b. To the full extent permissible by law (including the Australian Consumer Law) and subject to any additional warranties in our Returns, Refunds & Exchanges Policy where applicable:

    • All express or implied conditions, representations, and warranties, including any implied warranty of merchantability, for a particular purpose, or non-infringement, are denied and disclaimed; and
    • Lumière Home makes no representations, warranties, covenants, or guarantees of any kind as to the operation of this website and the quality, suitability, truth, accuracy, or completeness of the Content.
    • Access to this website or the Services will function as intended or be uninterrupted or delayed;
    • This website, or the facilities that make it available, will not cause damage or are free from any computer virus or any other defects or errors.
 
1.2 Changes

a. We may withdraw or restrict your access to this website or the Services at any time and without notice to you.
b. We may make changes to any Content, at any time, without notice.

 
1.3 Our liability

To the fullest extent permitted by law and except as otherwise provided under these Terms:
a. Subject to any rights that you may have under the Australian Consumer Law, Lumière Home excludes all liability for any loss or damage of any kind, in contract, tort, under statute or otherwise, not caused by its negligence or fraud including arising directly or indirectly from or in connection with this website, the Content or the Services;
b. Lumière Home’s liability to you for loss or damage of any kind arising out of this website, the Content or the Services will be reduced or limited to the extent (if any) caused or contributed by you or any other matter outside our reasonable control.

 
1.4 Other users’ Content
We do not endorse, support, sanction, encourage, verify or agree with any comments, opinions or statements by other users of this website and exclude all liability in relation thereto. While we may review and moderate user-posted Content and may remove any Content (e.g. where it is unlawful or inappropriate), there may be some time where such content is able to be viewed before it can be removed.

2.1 Lumière Home’s intellectual property

a. This website and the Content are subject to copyright and other intellectual property which are owned by Lumière Home, its affiliates, or third parties.

b. Lumière Home grants you a non-exclusive, royalty-free, revocable, non-transferable, non-sublicensable license to:

  1. access and use this website and Content solely for the purpose of receiving the benefit of the Services;
  2. create a hyperlink to this website provided that:
    a. the link should not portray Lumière Home, its affiliates, or their products or services in a false, misleading, derogatory or otherwise offensive manner;
    b. if requested by Lumière Home, you must remove any hyperlink to this website contained on your website or any other digital content;
    c. you may not use any Lumière Home logo or other proprietary graphic or trade mark as part of the link without our express prior written consent, or that of our licensor, as appropriate.
    d. Subject to 2.1(b), nothing on this website shall be construed as conferring any license in respect of any of Lumière Home’s or any other person’s intellectual property rights, whether expressly, by interference, by implication, or otherwise. You must seek the permission of the relevant copyright holder in order to use third party Content.
    e. Subject to 2.1(b), and unless otherwise specified or as permitted under the Copyright Act 1968 (Cth) or other applicable laws which may not be excluded, restricted or modified, you may not download, display, post, record, mirror, duplicate, copy, retransmit, redistribute, commercially exploit, reproduce or republish any part or aspect of this website or Content in any form, by any means whatsoever, whether by electronic, mechanical, recording, photocopying, photographic means or otherwise.
 
2.2 Unlawful use and interference
a. You must not access this website or the Content or use the Services for any unlawful purpose, under any circumstances, including:
  1. uploading, transmitting, accessing, or downloading material that is offensive, defamatory, obscene, discriminatory, fake or misleading, invasive to another person’s privacy, infringing intellectual property; and
  2. attempting to gain unauthorised access to any part of the website or the Services, or any other systems or networks connected to the website, or to any of the products or services offered through the website by any illegitimate means;

 

b. You must not (either yourself or through any third party):

  1. disrupt, intercept our electronic information posted on this website or on any of our servers;
  2. circumvent the security features of this website;
  3. use any robot, spider, screen scraper, data aggregation tool or other automatic device or process to process, monitor, copy or extract any Content without our prior written permission;
  4. use any device, software, process or routine to interfere or attempt to interfere with the proper working of the website;
  5. take any action that imposes an unreasonable or disproportionately large load on the infrastructure or bandwidth of the website; or
  6. reverse engineer, reverse assemble, decompile, or otherwise attempt to discover source code or other arithmetical formula or processes in respect of the software underlying the infrastructure and processes associated with the website.
 
2.3 Your reviews and feedback
a. Subject to clause 2.2(a)(1) and clause 2.3(b), Lumière Home welcomes ratings, reviews, suggestions, comments or other feedback about its products and services, including the Services, (e.g., regarding their utility, reliability, or performance) this website and its Content and your user experience with the website, as well as any bug-fixes, features, functionality or enhancements you would like to see in future versions (“ Feedback”).

b. Without limiting clause 2.2(a)(1):

  1. to the fullest extent permitted by law (including the Australian Consumer Law), we reserve the right not to publish or to remove product reviews or other Content posted by you (for example, if they do not comply with our review policies or posting standards);
  2. you agree not to submit any product review which:
    a. you know to be inaccurate or for which you were compensated or granted any consideration by any third party; or
    b. is not about the specific product which you have purchased from us.
    c. By providing your Feedback, or any material to be included in the Content, you agree to grant Lumière Home and its contractors a non-exclusive, royalty-free, perpetual, irrevocable, sub-licensable license to use, reproduce and modify your Feedback or material, including for the purposes of improving our products and service or for Lumière Home’s internal reporting purposes.
 
2.4 Account security
a. It is your responsibility to maintain the confidentiality of your password and account and all activities that take place under your password or account.

b. If you believe that there has been a security breach or misuse of your password or account, please let us know immediately.

We may collect, use and disclose personal information about you as described in our privacy policy available at:

We may provide links to other websites or social media sites from time to time. We do not endorse or take responsibility for the content of those sites and will not be liable in any way for any loss or damage which you may suffer by using those websites.

These terms of use are governed by and will be construed in accordance with the laws of New South Wales, Australia. Any disputes arising under or in connection with these terms of use shall be subject to the exclusive jurisdiction of the courts of New South Wales.

get to know more

Frequently
Asked Questions

  • Keep the wick centred and trimmed to approx 5mm.
  • Don’t burn your candle for more than four hours at a time.
  • Protect the surface on which your candle is resting.
  • Don’t leave your burning candle unattended.
  • Don’t burn your candle near soft furnishings or curtains.
  • Keep your candle away from children and pets.
  • Don’t burn your candle near drafts, vents and air currents.
  • Don’t use water to extinguish your candle.
  • Don’t touch or move your candle while it’s alight or the wax is liquid.
  • Stop burning your candle when approx 10mm of wax remains in the bottom of the jar.
  • Place reed sticks in the oil and allow them to soak the fragrance for one hour
  • Flip the reeds after one hour to saturate the other ends
  • Flip reeds every time you notice the scent dispersing (usually weekly)
  • If the scent is too strong or you are using it in a small space, use less reeds
  • Do not light the diffuser reeds
  • Keep out of reach of children and pets
  • Place in an area where it will not be knocked over
  • If spilt, clean the area immediately as the liquid can damage surfaces
  • Keep away from electricals