Shipping & Freight Policy

Shipping & Freight Policy

 

Last updated: 23 February 2026


At Lume Personalised, all products are made to order with care and attention to detail.


Because many of our products are customised and vary in size and quantity, shipping conditions differ between standard and bulk orders. Please read this policy carefully before placing your order.


1. Processing Times (Production)

All items are custom-made to order.

 

Standard Personalised Orders

 

Production timeframes are stated on individual product pages.

Processing begins once:

  • Payment is received in full, and
  • All personalisation details are correctly submitted.


Bulk / Corporate Orders


Bulk orders may require:

  • Design approval (if applicable)
  • Freight confirmation
  • Deposit or full payment prior to production

 

Production will not commence until all details and freight charges are confirmed.


Processing times are separate from shipping transit times.


2. Shipping Locations

We currently ship within Australia only.

All orders are dispatched from NSW, Australia.


3. Shipping – Standard (Non-Bulk) Orders

Shipping rates are calculated at checkout based on order weight, size, and delivery postcode.



Free Shipping Offer

 

Free shipping automatically applies to eligible standard orders of $150 or more (Australia-wide).


Important:

  • Free shipping applies to standard items only.
  • Bulk, freight-classified, corporate, or oversized orders are excluded from free shipping promotions.
  • Orders containing bulk items do not qualify for the free shipping threshold.

 

Shipping charges are finalised at checkout.

 

4. Bulk & Freight Orders

Certain items are classified as bulk or freight-required products due to quantity, weight, or packaging size. These may include:

  • Large corporate orders
  • Event quantities
  • Wholesale / reseller orders
  • High-volume personalised products


All bulk orders require freight payment.


Bulk freight rates are calculated at checkout or quoted separately, depending on order size and delivery location.

 

Important Freight Conditions

  • Bulk orders are excluded from free shipping thresholds.
  • Regional and remote areas may incur higher freight charges.
  • Large or multi-carton shipments may require manual freight calculation.
  • If additional freight charges apply, we will contact you for confirmation before production begins.

 

No bulk production will commence until freight is confirmed and paid.


5. Orders Containing Both Standard & Bulk Items

If your cart contains both standard and bulk items:

  • Free shipping over $150 will apply only to eligible standard items.
  • Bulk freight charges will still apply.
  • Orders may be dispatched separately.
  • Different production timeframes may apply.

 

6. Delivery Timeframes (After Dispatch)

Estimated delivery times within Australia:

  • Metro: 2–7 business days
  • Regional: 3–10+ business days
  • Remote: Extended timeframes may apply


These are courier estimates only.

 

Lume Personalised is not responsible for:

  • Courier delays
  • Peak season delays
  • Weather events or transport disruptions
  • Incorrect address information


Once dispatched, responsibility transfers to the courier provider.


7. Express Shipping

If Express Shipping is selected:

  • This prioritises the shipping method only.
  • It does not guarantee accelerated production unless confirmed.

For urgent or deadline-specific orders, please contact us before ordering.

 

8. Incorrect Shipping Details

Customers are responsible for ensuring all delivery details are accurate at checkout.


We are not responsible for:


  • Delays due to incorrect or incomplete addresses
  • Returned parcels due to failed delivery attempts

Re-shipping costs must be paid by the customer.

 

9. Lost or Damaged Parcels

If your parcel is lost or damaged:


  • Contact us within 48 hours of confirmed delivery.
  • Provide photographs where applicable.

We will assist with courier investigations. Resolution is subject to courier claim outcomes.


10. Tracking

Tracking details are provided once your order has been dispatched.

 

11. Contact

For freight clarification, large orders, or urgent requests:


📧 order@lumepersonalised.com.au

📍 NSW, Australia