VUELUXE Shipping and Warranty FAQs

This page covers the most common questions on VUELUXE shipping, freight, warranty, and returns. For trade account setup, pricing, and product questions, see the FAQ hub. For state-specific lead times and freight zones, see the lead times guide.

Shipping and freight questions

How long does shipping take to my state?

Indicative transit times from Adelaide warehouse: Melbourne metro 1–2 business days. Sydney and NSW metro 1–2 business days. Brisbane and SE Queensland 2–3 business days. Adelaide 2–3 business days. Perth 4–6 business days. Regional NSW and QLD 3–5 business days. Tasmania (Hobart and Launceston) 3–5 business days. Northern Territory and remote WA/QLD: quoted individually, typically 5–10 business days. These are transit times from dispatch, not from order placement. Dispatch occurs on the same or next business day for stocked models when orders are received before midday.

How much does shipping cost?

Freight is quoted per order based on destination postcode, order size, and carrier routing. There is no flat rate because the actual cost varies by these factors. Indicative ranges: Melbourne metro $15–25 per carton; Sydney metro $25–40 per carton; Brisbane metro $25–40 per carton; Adelaide $25–35 per carton; Perth $40–60 per carton. These are indicative figures — the confirmed freight cost in your formal quote is the binding figure. For project budget planning before a formal quote, these ranges are sufficient as estimates.

Will I receive tracking for my delivery?

Yes. VUELUXE provides a dispatch notification with carrier tracking information for every order on the day of dispatch. The tracking reference allows you to monitor the consignment through the carrier’s tracking portal. For large project orders, each consignment within the order receives a separate tracking reference. If a tracking update shows a delivery exception (failed delivery attempt, address query, or transit delay), contact the VUELUXE trade team — we liaise with the carrier on your behalf to resolve delivery issues.

Can you deliver to multiple sites from one order?

Yes — VUELUXE can split a single order across multiple delivery addresses. Each address is a separate consignment with its own freight cost and tracking reference. A minimum of 10 units per delivery address applies within a split order arrangement. This is the standard approach for property developers and builders with multiple active sites. For full details, see the split container delivery FAQ.

What if a delivery is late or doesn’t arrive?

If a delivery is overdue relative to the indicated transit time, contact VUELUXE with your order reference and tracking number. VUELUXE will initiate a trace with the carrier within one business day. If a consignment is confirmed lost or undeliverable, VUELUXE arranges a replacement dispatch at no additional cost. Delivery claims must be raised within 10 business days of the expected delivery date.

Damaged or non-functioning products

What if a mirror arrives damaged?

Photograph the damaged item and carton and report it to VUELUXE within 14 days of delivery. No forms, no returns process. VUELUXE dispatches a replacement within 2 business days of receiving the report. The damaged unit does not need to be returned — you photograph it, report it, and a replacement is sent. This is the VUELUXE 14-day no-form replacement policy for all transit damage and DOA cases.

What if a mirror doesn’t work when first powered on (DOA)?

A mirror that does not illuminate, does not respond to touch, or is otherwise non-functional when first powered on after correct installation by a licensed electrician is classified as dead-on-arrival (DOA). Report it within 14 days of delivery with a photograph and a brief description of the installation and the observed fault. VUELUXE dispatches a replacement within 2 business days. No returns form required.

Warranty questions

What does the VUELUXE warranty cover and for how long?

LED strips: 5 years. Driver electronics and touch sensor: 2 years. Frame and glass against manufacturing defects: lifetime. Transit damage and DOA: 14-day no-form replacement. Warranty runs from the original purchase invoice date. No registration required. See the warranty length FAQ for full terms by component.

Does the warranty cover installation by the homeowner?

No. LED bathroom mirrors are electrical fittings that require connection to a fixed electrical circuit by a licensed electrician. Installation by an unlicensed person is not compliant with AS/NZS 3000 wiring rules, and any fault resulting from unlicensed installation is not covered by the VUELUXE warranty. The warranty covers product defects in correctly installed mirrors — it does not cover damage or failure caused by installation error, regardless of who performed the installation.

Does the warranty transfer when a home is sold?

Yes — the VUELUXE warranty is fully transferable to subsequent owners without any registration or notification required. The warranty runs from the original purchase invoice date. The remaining warranty period at the time of settlement passes automatically to the new owner. Builders should include the original purchase invoice in the handover documentation pack so the new owner has the warranty start date on record. For full details, see the warranty transfer FAQ.

How do I make a warranty claim?

Contact VUELUXE with your purchase invoice, a description of the fault, and a photograph. VUELUXE assesses the claim within 2 business days and confirms whether the fault is covered under warranty. Valid claims within the warranty period are resolved with a replacement dispatched within 2 business days of confirmation. For the full claims process, see the warranty process guide.

Is warranty documentation available for council inspections or handover?

Yes. VUELUXE provides a written warranty letter on request, suitable for inclusion in building documentation, handover packs, and strata or body corporate records. The letter specifies warranty terms by component, the warranty period for each component, and confirms the purchase invoice date as the warranty start date. Request the warranty letter when placing your order or at any time during the project.

What happens if a mirror fails outside the warranty period?

For out-of-warranty faults — a touch sensor failure after 3 years (outside the 2-year electronics warranty), for example — VUELUXE can supply a replacement unit at current trade pricing. We do not offer out-of-warranty repair service on installed mirrors. In most cases, a like-for-like replacement is simpler and less expensive than a repair, and the replacement benefits from the warranty terms of the new unit. Contact the trade team to confirm current availability of the original model or the closest current equivalent.

Does the warranty cover damage from chemical cleaning products?

No. Chemical cleaning agents that are not compatible with aluminium frame finishes or LED diffuser materials — bleach-based cleaners, abrasive cleaners, and solvent-based products — can cause visible damage to the mirror finish and diffuser surface. This damage is not covered by the VUELUXE warranty because it is not a product defect. For cleaning guidance, use a damp cloth with a mild, non-abrasive household cleaner. Full cleaning guidance is in the product care documentation provided with each mirror.

For the full FAQ index, visit the FAQ hub. For detailed lead time guidance, see the lead times guide. For the warranty process, see the warranty process guide. For state-specific freight and supply information, see the Australia location hub.