FAQs

Frequently Asked Questions (FAQ)

Welcome to i-Reluxe Australia! We're committed to providing you with quality products and exceptional customer service. Below are answers to some common questions to help you better understand our services.

📦 Orders & Shipping

1. Where do you ship to?

We currently offer shipping within Australia only. We do not support international shipping or delivery to P.O. Box addresses.

2. How long does order processing take?

Orders are typically processed within 1-3 business days after payment confirmation. During peak periods, processing times may be slightly longer. Once your order is dispatched, you'll receive an email with tracking information.

3. How long does delivery take?

Standard delivery time is 2-10 business days, depending on your location. Remote areas may require additional time.

4. How can I track my order?

Once your order has been shipped, you'll receive an email with a tracking number. Tracking updates may take 24-48 hours to appear in the system.

5. How much does shipping cost?

Shipping costs are calculated at checkout based on your postcode and the size/weight of your items. For some remote or regional areas, a custom shipping quote may be required.

💳 Payment & Security

6. What payment methods do you accept?

We accept major credit cards, debit cards, and other secure online payment methods. All payment information is transmitted using encryption to ensure your transaction is secure.

7. Is my payment information safe?

Yes! We use industry-standard encryption technology to protect your payment information. All credit card information is always encrypted during transmission over networks.

🔄 Returns & Refunds

8. What is your return policy?

We offer a 30-day replacement or refund guarantee. If you receive an item that is damaged, defective, or significantly different from the description, please contact us within 48 hours of delivery with clear photos or videos.

9. How do I request a return?

Please email support@i-reluxe.com.au with:

Your order number
Reason for return
Supporting photos or videos

Once approved, we'll send you a Return Authorisation Number (RA#) and the nearest return address.

10. Who pays for return shipping?

Unless otherwise required by law, return shipping costs are the buyer's responsibility and are non-refundable. If a refund is approved, return postage may be deducted from the refund amount.

11. Can I return an item if I change my mind?

Under Australian Consumer Law, we are not required to provide a refund or exchange if you simply change your mind, choose the wrong colour/size, or fail to read product details. However, we may offer a goodwill solution at our discretion.

12. How long does it take to receive my refund?

Once your return is received and inspected, we'll notify you of the approval or rejection. Approved refunds are issued to your original payment method within 10 business days. If you haven't received your refund within 15 business days, please contact us.

📱 Products

13. Are product images and colours accurate?

We strive to display product colours and images as accurately as possible. However, due to different device screen displays, actual colours may vary slightly.

14. Do your products come with a warranty?

Our products are covered by our 30-day replacement or refund guarantee. If an item is defective or damaged under normal use, we'll provide a replacement or refund.

15. How do I know if a product is in stock?

Product pages will display stock availability. Some products may have limited quantities and are available exclusively online.

🛡️ Account & Privacy

16. How is my personal information used?

We strictly follow our Privacy Policy to protect your personal information. Your information is only used for order processing, customer service, and improving your shopping experience. We do not sell or rent your personal information to third parties. For details, please review our Privacy Policy.

17. Do I need to create an account to shop?

No, you can checkout as a guest. However, creating an account makes it easier to track orders, manage addresses, and view your purchase history.

📞 Customer Service

18. How can I contact customer service?

You can reach us through:

Email: support@i-reluxe.com.au or info@i-reluxe.com.au
Business Hours:
Monday – Friday: 9:00 AM – 5:30 PM
Saturday: By appointment only
Sunday & Public Holidays: Closed

19. What should I do if there's a problem with my order?

If you experience any issues with your order (such as damaged items, missing parts, or delivery delays), please contact us within 48 hours of receipt with your order number and relevant photos. We'll resolve the issue as quickly as possible.

20. Can I cancel my order?

Orders are processed quickly for fast dispatch. If your order has already been processed or shipped, it cannot be cancelled. If cancelled before processing/shipping, a 10% cancellation fee applies to cover restocking and payment-processing costs. For urgent cancellation requests, please email support@i-reluxe.com.au immediately.

🏢 About i-Reluxe

21. What is i-Reluxe?

i-Reluxe Australia is operated by HUBSITE PTY LTD and is dedicated to providing Australian customers with high-quality smart home and modern living products. Our mission is "Smart Comfort, Modern Living."

22. Where are your physical locations?

Sydney & nearby areas:
1/31 Birnie Avenue, Lidcombe NSW 2141, Australia

Melbourne & nearby areas:
2/94 Willandra Drive, Epping VIC 3076, Australia