Frequently Asked Questions
Shopping at Luwave should feel simple, clear, and transparent. Below you’ll find answers to the questions we receive most often. If you need further assistance, our team is here to help.
Need help with your order or shopping experience?
If you need assistance, our support team is available via our Contact page or by email at info@luwave.com.
We assist with enquiries related to orders, delivery, returns, sizing and product details.
Customer service hours: Monday to Friday: 8:00 a.m. to 6:00 p.m. (GMT+10:00).
We respond to your emails within 24 hours (Mon–Fri). Messages received over the weekend will be answered on Monday.
Where do you currently ship?
Luwave currently delivers within Australia only. Orders with delivery addresses outside Australia cannot be fulfilled.
Do you charge shipping fees?
All orders include free standard delivery across Australia. No minimum order value is required.
How long does delivery take?
Orders are prepared within 1–3 business days (Monday to Friday).
Orders placed after 5:00 PM (GMT+10:00) will be processed on the next business day.
After dispatch, delivery typically takes 5–7 business days, resulting in a total estimated timeframe of 6–10 business days.
Delivery times may vary slightly depending on carrier operations or regional factors.
How can I track my order?
Once your order has been shipped, you will receive a confirmation email including a tracking link to monitor your delivery.
Is checkout and payment secure?
All transactions are processed using secure SSL encryption through trusted payment providers.
We do not store or have access to full payment details at any time.
Which payment methods do you accept?
We accept major payment options including Visa, Mastercard, American Express, Maestro, Apple Pay, Google Pay, Shop Pay and PayPal.
Available payment methods are shown at checkout.
All payments are processed in Australian Dollars (AUD) and include applicable taxes where required.
Where can I find your policies and store information?
Full details about our services can be found on the following pages:
All policy pages are also accessible via the website footer.
What happens if my order is delayed or missing?
If your order has not arrived within the expected timeframe, please first check your tracking link.
If delivery exceeds the estimated timeframe by more than 3 business days, please contact our support team so we can investigate and assist.
How do returns and refunds work?
Return requests can be submitted within 30 days of delivery.
Items must meet the conditions outlined in our Return & Refund Policy.
For full instructions and eligibility requirements, please refer to the policy page or contact us via email: info@luwave.com.
Where can I find your business and contact details?
Store Name: Luwave
Business Address: Im Untertal 4, 79215 Elzach, Germany
Warehouse Address: 53 Sandringham St, Sans Souci NSW 2219, Australia
Tel.: +61468147434
Email: info@luwave.com
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