Shipping policy
Lumen One ships to Australia and New Zealand. New Zealand orders are dispatched from Australia.
Order Processing Time
All orders are processed within 1–2 business days after payment is received. You will receive a confirmation email with tracking information once your order has been shipped.
Australian Shipping Rates and Delivery Times
Standard Shipping: 2–8 business days. Free Australia-wide on orders $99+; otherwise rates are calculated at checkout.
Express Shipping: 1–4 business days; rates calculated at checkout. Express shipping is not included in the free standard shipping offer.
Delivery times may vary depending on your location and external courier delays. The exact rates for your order are always shown at checkout.
New Zealand Shipping
Shipping rates and available delivery services for New Zealand are shown at checkout. Australian free-shipping offers do not apply to New Zealand orders unless explicitly stated.
Delivery times vary by destination and service. Rural delivery and customs or biosecurity clearance may take additional time. Contact hello@lumenone.com.au for a delivery estimate before ordering.
Packaging
We pack all orders securely using protective materials to ensure your olive oil arrives in perfect condition.
Order Changes and Address Errors
If you need to update your shipping address, please contact us within 12 hours of placing your order. We are not responsible for delays or losses due to incorrect or incomplete shipping addresses.
Damaged or Lost Packages
If your order arrives damaged, contact us at hello@lumenone.com.au with your order number and a photo of the damage, and we'll put it right.
If your order hasn't arrived within 5 business days after the end of its estimated delivery window, or tracking hasn't updated for 5 business days, contact us at hello@lumenone.com.au. We'll investigate with the courier and arrange a replacement or refund where appropriate. This does not limit your rights under the Australian Consumer Law or, for New Zealand customers, applicable New Zealand consumer law, including the Consumer Guarantees Act 1993.
Contact
If you have any questions about shipping, please reach out to us at hello@lumenone.com.au.