Welcome to our FAQs page. We hope you find the answer to your question here. If not, get in touch via our contact page and we’ll be delighted to help.
How do I protect my Luxe Co Boots?
Prevention is better than cure and we always recommend that boots that are leather or sheepskin are spray protected before wearing and sprayed at regular intervals. A good quality, clear suede protector should be used on sheepskin.
Sheepskin by nature is not waterproof and it is not advisable to wear our boots in extremely wet or snowy conditions. If your product happens to get wet or soiled, pat gently the whole area with lukewarm water and a mild wool or suede cleaner. We recommend you have your product cleaned by your local professional.
At Luxe Co, we do our very best to ensure you receive the finest product available, but please be aware that our darker sheepskin shades have a tendency to lose their color in heat or dampness. Additionally our embellishments are applied as securely as possible but because sheepskin stretches naturally, some hardware can work loose.
What size should I buy?
We recommend an initial snug fit for our double face sheepskin. As sheepskin is a natural product it will stretch and mould to your foot.
In wedges and all products even those that contain sheepskin we recommend you buy your normal size.
How can I track my order status?
Once you have made a purchase with us, you will be sent an email with your order confirmation number. Once your order has been processed and shipped you will receive and your courier tracking number and the courier website link.
What if I want to cancel/change my order before it ships?
If you wish to change your order during the order process stage, please contact our customer service representative immediately HERE for assistance.
What is the returns/exchange policy?
Items purchased online can be exchanged within 21 days of purchase. Please contact our customer service team HERE should you wish to exchange your product. We will then issue you with a Return Authorisation Number (RA#), this is required to be able to exchange your goods. Should you return product without a RA #, this will be refused and returned to sender. Luxe Co will not be held responsible for any shipping fees if a product is returned and re-shipped without the RA#. All exchanged items must be returned unworn, in their original condition and in their original packaging.
Please note that all sale items or orders purchased with coupon codes are final sale and are NOT eligible for a refund unless faulty - a credit note will be issued that can be used on www.australialuxeco.com or www.australialuxeco.co.uk. Products not purchased from this website are not accepted for returns.
What if my goods are faulty?
Should you have a fault claim, it must be brought to our customer service attention within 14 days of purchase. Once approved for return you will be issued with a Return Authorisation Number (RA#) so that you can return the product. Luxe Co will immediately replace the damaged product for you. If the product is not available, you will be offered a credit note for future purchase on this website only. We will re-ship the replacement product within 1-2 working days as soon as the return is received by us. Should you return product without a RA #, this will be refused and returned to sender. Luxe Co will not be held responsible for any shipping fees if a product is returned and re-shipped without the RA#.
Please let us know about any fault immediately HERE
Where do I ship my return/exchange?
Once you receive the RA #, customer service will advise on shipment details. Luxe Co isn’t liable for your item while it is in transit back to us.
What is a ‘Luxe Sole Footbed’?
The Luxe Sole Footbed refers to our ‘5 Layer Luxe Sole & Footbed System’ which is used on the majority of our sheepskin boots. The system is formed of 5 distinct layers, created to give the wearer maximum comfort and durability.
The 5 Layers are formed of:
- GRADE A AUSTRALIAN SHEARLING:
The natural breathability ensures sublime comfort in every step.
- 3MM FOAM:
Cushioning from heel to toe reduces impact shock and relieves pressure.
- MEMORY FOAM:
Increases stability through flexibility, cradling the foot and preventing foot roll.
- WOVEN BACKED FOOT BOARD:
1.5mm board backed with 1.5mm woven fabric for stability.
- EVA CUSHION SOLE:
Part recycled Rubberlon, with our distinct 25° sculpt design to ensure comfort and traction.
If you cannot find the answers you are looking for, please contact us HERE and we will get back to you shortly.