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    Find All of Your Frequently Asked Questions, FAQ's, Here

    We are always working hard to fulfil your orders and most orders are dispatched within 1 – 2 business days.  Large personalised orders may take a bit longer due to the amount of work require for personalisation. Please choose express shipping if you require a product urgently.

    During a sale period, there may be slight delays along with personalised items. 

    Absolutely. Personal tracking details will be emailed to you as soon as your order is completed. 

    We hope that it is something simple. If your item hasn’t been delivered as expected, and you’re concerned that it’s missing or lost, Australia Post has a list of things to check and information to assist. 

    Still not able to track down your package, complete a missing package form using your tracking number. 

    Lost your tracking number, send us an email and we will gladly help you find it.

    We currently post items to our wonderful customers over in New Zealand. 

    With the current situation happening around the world right now, postage issues and requirements by governments have made customer orders on occasions to be delayed. Please contact us at hello@myluxeve.com to discuss.

    We package each order very carefully so we are sorry to hear there has been damage. Please contact us within 5 business days of receiving your order and we can make arrangements to complete a claim with Australia Post and resend any damaged items to you.

    Are batteries included?

    The light base requires 3 x AA batteries and they are not included. If you use the USB cable, you do not need batteries. The remote control does include the battery and you must pull the clear tab from the base to activate the remote.

     

    Care instructions

    Clean the acrylic light with a soft microfiber cloth. Do not use liquids, cleaning products or abrasive materials as this may damage the acrylic surface.

     

    What do I do if the personalised name is incorrect?

    We are sorry if there has been an error. All personalised details are transferred across from your order exactly as you type them. For example, EMMA or Emma. If we have made a mistake please send through an email to hello@myluxeve.com.au so that we can rectify this.

    Having issues with your night light? Some troubleshooting below may assist:
     
    – is the base on batteries or USB cable?
    – if on batteries could you please try and replace them with brand new ones?
    – at the bottom of the remote control there is a little plastic travel tab. If not taken out already, could you try and remove this, take the batteries out then insert and try to turn on again
    – on the base is an on/off button. With the power on, hold the on/off button down for 5 seconds. This should reset the base
     
    Still having issues, please contact us so we can help to resolve any issues you may be having. 

    Care instructions

     

    Clean the acrylic boards with water and a soft microfiber cloth. Do not use chemical liquids, cleaning products or abrasive materials as this may damage the acrylic surface.

    Ensure to only write on the correct side. Do not write over the top of the white lasered writing as this will not be able to be removed.

    We love to hear from stores wishing to stock our products! Please send through an email to hello@myluxeve.com and include details of your store and the items you are interested in. Please note, we do not wholesale all of our products. Thank you for your interest.

    Thorough information for each product is available in the description section for each item. This includes size, weight, material and if it is an original My Luxeve product. Any brand named items will be listed in the product description if applicable. 

    If you have any specific product questions, please contact us for assistance. 

    No problem. Contact our customer care team at hello@myluxeve.com