FAQ

FAQ – Lufnae 

What payment methods do you accept?
Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay, and Shop Pay (where available).
Which currency are prices shown in?
For Australian customers, prices are shown and charged in AUD. Taxes are calculated at checkout where applicable.
Can I change or cancel my order?
We process orders quickly. Email support@lufnae.com with your order number as soon as possible. If your order has shipped, you can return eligible items once delivered.
Why was my order cancelled?
On rare occasions due to stock availability, payment issues, or fraud checks. Any charge will be reversed to the original payment method and you’ll get an email.
Where do you ship?
Australia-wide.
How long does shipping take?
Processing: 1–2 business days.
Standard (Australia Post): ~2–6 business days
Express (Australia Post): ~1–3 business days
Regional/remote areas may take longer. Peak sale periods can add time.
How do I track my order?
You’ll receive a shipping confirmation email with a tracking link once your parcel is on the way. Tracking can take up to 24 hours to update.
Do you ship to PO Boxes or Parcel Lockers?
Yes. Australia Post supports delivery to PO Boxes and Parcel Lockers.
What is your returns window?
You have 30 days from the date you received all items in your order to submit a return request.
How do I start a return?
Log in to your Lufnae account and submit a request from the relevant order. If you can’t access your account, email support@lufnae.com with your order number, item name(s), and reason. Include clear photos for any quality concerns.
When will I get my refund?
Refunds are issued to the original payment method within 5 business days after we receive and inspect your return. Original shipping fees (if any) are non-refundable.
What items are non-returnable?
Final Sale/Final Clearance items; lingerie, tights, socks; certain hygiene-sensitive accessories (belts, bags, and shoes are returnable); swimwear without the hygiene liner or not tried over underwear; matching sets returned incomplete; orders paid entirely with Store Credit.
Received a faulty or incorrect item?
Email us with photos and your order number. Your rights under the Australian Consumer Law (ACL) apply in addition to our policy.
How do I choose my size?
Check the Size Guide on each product page. If you’re between sizes, consider the fit you prefer. Measurements can vary slightly between styles due to different designs and fabrics.
Will the colour match the photos?
We shoot as accurately as possible, but display settings and lighting may cause minor colour variations.
How do I care for my Lufnae pieces?
Follow the care label. Gentle cycle, similar colours, avoid high heat. Use a wash bag for delicates and dry knits flat.
Can I use multiple discount codes?
Only one promo code per order unless otherwise stated.
Do you offer price adjustments?
No. Prices are final at the time of purchase and can’t be adjusted for future or past promotions.
Are gift cards refundable?
Gift cards are non-refundable and can’t be redeemed for cash (unless required by law).
Do I need an account to order?
No, but creating an account lets you view order history, save addresses, and manage returns faster.
I forgot my password—what now?
Use “Forgot password?” on the login page to reset it via email.
How can I contact you?
support@lufnae.com (Mon–Fri, 9:00–17:00 AEST/AEDT).