Shipping & Delivery
statement
Last updated 26 August 2026
Terms of Service
Luup aims to get your order to you as smoothly and quickly as possible.
This Shipping & Delivery Policy applies to purchases made through www.luup.com.au.
Shipping Within Australia
Luup currently ships orders within Australia using Australia Post.
Standard Shipping
A flat rate of $16.95 applies to orders under $250.
Free Standard Shipping
We offer free standard shipping on orders over $250.
Express Shipping
Express shipping is available for a flat rate of $24.95.
Selecting Express Shipping does not guarantee same-day dispatch. Orders are processed according to our normal processing timeframes before being sent using Australia Post's applicable express service.
Click & Collect
Click & Collect is free.
Orders can be collected from our Mornington store once you have been notified that your order is ready for collection. Please bring your order confirmation AND photo identification when collecting your order.
Order Processing
We aim to process and dispatch orders within 1–2 business days after receiving your order and payment confirmation.
Orders placed on weekends or Victorian public holidays will generally be processed on the next business day.
During busy periods, including Christmas, Mother's Day and other peak gifting periods, processing times may be longer.
If there is a significant delay in processing your order, we will take reasonable steps to contact you.
Delivery Timeframes
Once your order has been dispatched, delivery timeframes are determined by Australia Post and may vary depending on:
your delivery location;
the shipping service selected;
public holidays;
peak periods;
weather events; and
other circumstances outside Luup's reasonable control.
Any delivery timeframe provided is an estimate only.
Tracking
Where tracking is available, tracking information will be provided after your order has been dispatched.
Delivery Address
Please ensure that your delivery address is complete and accurate.
If you have entered an incorrect address, contact us as soon as possible at hello@luup.com.au. We cannot guarantee that changes can be made once an order has been processed or dispatched.
Additional postage or redelivery costs may apply where an order needs to be resent because incorrect information was provided.
Authority to Leave
Where Australia Post provides an Authority to Leave or similar delivery option, delivery will be subject to the relevant carrier's terms and procedures.
Please consider the security of the delivery location before allowing a parcel to be left unattended.
Lost, Damaged or Delayed Parcels
If your order arrives damaged, please contact us as soon as reasonably possible and include photographs of the product and packaging where available.
If your parcel appears to be lost or significantly delayed, contact us at hello@luup.com.au so we can assist with an enquiry with Australia Post where appropriate.
Nothing in this policy limits your rights under the Australian Consumer Law.
Gift Deliveries
If you are sending a gift directly to another person, please carefully check the recipient's name and delivery address before completing your order.
We are not responsible for delays or additional costs resulting from incorrect delivery information supplied by you.
Contact Us
Luup
Email: hello@luup.com.au
Phone: 03 5977 0718
Shipping & Delivery
AUSTRALIA
FREQUENTLY ASKED QUESTIONS
We offer standard shipping via Australia Post. Standard shipping is free of charge and delivered on business days (Monday through Friday, excluding public holidays).
STANDARD
DELIVERY TIME
Metro - Melbourne, Sydney, Canberra, Adelaide
2 to 3 business days
Metro - Brisbane, Hobart
3 to 4 business days
Rural - VIC, NSW, SA
3 to 5 business days
Metro - Perth, Darwin
4 to 6 business days
Rural WA, NT, QLD
5 to 10 business days
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Lead time excludes dispatch. Delivery of orders to remote areas or high order volumes may take longer than expected.
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All orders are shipped by Australia Parcel Post from our Melbourne Distribution Centre, and information relating to tracking & delivery will be sent to you via email as soon as your goods have been shipped.
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Our delivery time frames are estimates only and may vary with public holidays, possible courier delivery issues, and other influences (such as severe weather conditions) that are beyond the control of LUUP.
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At this time, we do not ship internationally out of Australia.
We accept PO Box and Parcel Locker addresses for all Australia Post deliveries.
Some of our products are classified as Class 3 Flammable Liquids for the purposes of transportation. Any parcel that we ship containing these products will be packaged and labelled appropriately to comply with Dangerous Goods safety regulations.
All prices on the LUUP website are inclusive of GST.
The GST amount will be displayed on the invoice accompanying your shipment email.
If your gift box has a "Fragile & Heavy" tag, this means that the gift box will need to be collected in store only. Due the nature of the "Fragile & Heavy" products it is best to personally collect the items in store to avoid breakage during shipping.
All items will be shipped from our Mornington Store located in Victoria, Australia.
Click and Collect is available at select stores or at our factory location. All products can be purchased for Click and Collect, including physical Gift Cards.
You will receive an email when your order is ready for collection. Please ensure you have this ready upon arriving at the store.
If you can't collect your order on the day it is ready, please notify your store of your expected collection date using the email or phone number in the collection email.
An email with your parcel tracking details will be sent to you when you place an order. to track the shipment use the tracking number included in your shipping confirmation email and track it via the Australia Post website. For any questions about your order, please contact us, and we will be happy to assist you.