FAQs

Ordering Online

    Do you have retail stores?
    How secure is online shopping?
    I’m reluctant to purchase without seeing the product first?
    I do not want to order online, what other ways can I order?
    Will I be charged Duty Tax or GST/Vat?
    What are my online payment options?
    What currency am I being charged in?
    What happens to my card details when I have purchased?
    I can’t seem to be able to order online?

Shipping, Returns & Exchanges

    What countries do you ship to?
    What shipping methods do you use?
    What are the shipping costs?
    How long will my order take to arrive?
    My product hasn’t arrived – how can I find out where it is?
    What if I miss the delivery of my order?
    Can I return or exchange my order if I’m not happy with it?
    How do I return an item?
    When or how will I receive my refund?

Product Use & Safety

    What are the dimensions of the hammock?
    Is the hammock easy to assemble?
    Can I order a hammock without the stand?
    Are the hammocks stable?
    Are the hammocks designed for one or two?
    How do you get on and off the hammock with two people?
    Where do I buy beans for my bean bag?
    How many litres of beans does it take to fill my bean bag?
    How much will it cost to fill my bean bag?
    Will I need to top up the beans regularly?
    Can children access the beans in my bean bag?

Product Durability & Care

    What Warranty does the product come with?
    Is it true that Sunbrella has a 5 Year Warranty on fading? How is this possible?
    Are Sunbrella® fabrics waterproof?
    How do I look after my hammock or bean bag?
    Can I leave my hammock outside?
    Can I leave my bean bag outside?
    How do I look after the Kwila stand?
    Will the Kwila bleed?
    What happens if I spill something on my hammock or bean bag?
    Can I wash my bean bag in the washing machine?

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ORDERING ONLINE

Do you have retail stores?

With the rise in popularity of online shopping in recent years we have chosen to sell our products exclusively online, to a global audience, with cost effective international shipping options.

How secure is online shopping?

Very secure. We are 100% dedicated to ensuring a secure online shopping experience, whilst keeping our customer’s identity and personal information private and secure.

We partner with GeoTrust to ensure the highest levels of security for our online customers. Sites secured by GeoTrust SSL Certificates provide up to 256 bit encryption, thereby offering the highest level of encryption and security possible.

I’m reluctant to purchase without seeing the product first?

We completely understand this and have done a couple of things to ensure your peace of mind. Firstly, we have provided as much information and as many detailed images as possible, giving you a comprehensive online retail experience.

We also have a 100% Satisfaction Guarantee – if you are not completely satisfied with your product when you receive it, simply return it to us for a full refund.

I do not want to order online, what other ways can I order?

You are welcome to order by phoning 0800 426 6625 (NZ), 1300 145 190 (AUS) or +64 21 969 344 (Worldwide)

Alternatively, you can email your order, delivery and contact details to info@lujoliving.com, then deposit the money via internet banking to the following account, using your surname as a reference:

    Bank: National Bank – Tauranga, New Zealand
    Account Name: Lujo Concepts Ltd
    Account Number: 06 0491 0156316 00
    Swift Code: ANZBNZ22

Will I be charged Duty Tax or GST/VAT?

In New Zealand GST will be included in the purchase price of your order. For all other countries sales are zero rated for GST, so will not contain a GST component

In Australia you will not be charged any Duty. For all other countries, in some instances your goods may be subject to Import Duty and VAT, but these charges vary from country to country. If your parcel is stopped at customs for some reason, you may be asked to pay the charges before you receive your goods.

What are my online payment options?

Payments are accepted using Direct Payment Solutions, New Zealand’s largest and most trusted online Payments provider - using your choice of Visa or MasterCard.

You are also able to pay by direct bank transfer (details above).

What currency am I being charged in?

Our state-of-the-art online store will automatically calculate the price in one of 12 main currencies accepted by Lujo, depending on your location.

What happens to my card details when I have purchased?

We do not store ANY credit card details after purchase. Payments are processed securely by the highly trusted payment providers – Direct Payment Solutions (DPS) or Paypal.

I can’t seem to order online?

We make every effort to ensure our website is 100% functional at all times. However, if you encounter a fault or error, please email info@lujoliving.com with the relevant information and we will ensure it is resolved asap. Alternatively, call us on +64 21 969 344 and we will process your order over the phone.

SHIPPING, RETURNS & EXCHANGES

What countries do you ship to?

We ship our products worldwide, free of charge.

What shipping methods do you use?

We work with a number of reputable and reliable national and multi-national Shipping Carriers to get your products to you as cost effectively, and quickly, as possible. These carriers include:

NZ Post Economy Courier  - Bean bags and accessories worldwide (except NZ)

DHL International and TNT - Hammock and stand sets Worldwide (except NZ)

Courier Post - Bean bags and accessories within New Zealand

Mainfreight - Hammocks and stands within New Zealand

What are the shipping costs?

Shipping is free, worldwide

How long will my order take to arrive?

This varies by product and service you select. Approximate shipping times for hammocks and bean bags are as follows:

    New Zealand and Australia – 5-12 working days
    Rest of World – 7-15 working days

If for unforseen circumstances we think there will be substantial delays we will contact you directly to discuss, and will happily refund your money at your request if the delivery time is deemed not suitable.

My product hasn’t arrived – how can I find out where it is?

All products are tracked. If your product does not arrive within the specified delivery time please contact us and we will track its progress for you.

What if I miss the delivery of my order?

Unless you specify on your order that your products can be left at your delivery address if you are not home, a Card-to-Call will

Can I return or exchange my order if I’m not happy with it?

Absolutely. We have a 100% Satisfaction Guarantee – if you are not completely satisfied with your product when you receive it, simply email us and we will give you instruction about returning it to us for a full refund.

All items are to be returned in their original condition and packaging.

How do I return or exchange an item?

Firstly, email us, notifying us of the return or exchange. If you want to exchange the product, please let us know what you wish to exchange it for.

We will email you an address for return of the goods, depending on your location.

Please ensure all items are returned in their original condition and packaging.

Once your returned item is received we will arrange to refund your money or dispatch the goods you wish to exchange them for.

When and how will I receive my refund?

Refunds will be processed within 3 working days of receiving your returned items.

If you paid by credit card, we will refund your credit card. If you paid by Paypal, we will refund your Paypal account. If you paid by direct debit we will arrange to refund direct to your bank account.

PRODUCT USE & SAFETY

What are the dimensions of the hammock?

The hammock stand is 4m long, with a 1.2m x 1.2m footprint. The hammock itself is 1.4m wide, by 2m long, longer with the head pillow flipped back.

Is the hammock easy to assemble?

Very easy. There are simply 10 holes and 10 bolts, and it comes with illustrated assembly instructions. You only require a socket set to put it together, and it should take no longer than 20 minutes.

Can I order a hammock without the stand?

Certainly. There is an option to purchase the hammock separately on the hammock purchase page.

Are Lujo Hammocks safe and stable?

Lujo Hammocks are a lot more stable than normal hammocks due to the stabilising bars at each end, which spread the weight evenly across the hammock, preventing flipping. We also use New Zealand Made Marine Grade ropes, each with a breaking strain of 700kg, ensuring no breakages occur.

Are the hammocks designed for one or two?

The hammocks have been designed for two, but you can use them by yourself as well, with plenty of room to spread out and relax!

How do you get on and off the hammock with two people?

There are two methods, as shown in our Videos setion. If one person is already in the hammock they just need to shuffle over as the second person gets in. If you both want to get on at the same time, simply take a side each, sit down at the same time and swing your legs around, or get on one at a time.

Where do I buy beans for my bean bag?

To keep shipping costs to a minimum we sell our beanbags unfilled. However, you can purchase beans at a number of major retailers, including:

    Spotlight, Bunnings, Briscoes, The Warehouse, Para Rubber, K-mart, www.beans2u.com (NZ)
    K-mart, Big W, Target, www.beans2u.com (Australia)
    Meijer, Bean Bag City, www.beans2u.com (USA)
    www.beans2u.com, www.beanbagfiller.co.uk (UK)

How many litres of beans does it take to fill my bean bag?

The amount of beans largely depends on how firm you like your bean bag to be, but approximate filling volumes are as follows:

    Lujo Bean Bag Chair – 300-350L
    Lujo Bean Bag Lounger – 400-450L
    Lujo Bean Bag Ottoman (regular) – 125-150L
    Lujo Bean Bag Ottoman (large) – 300-325L

How much will it cost to fill my bean bag?

The major retailers listed above sell Polystyrene beans for around $15-23 per 100L bag

Will I need to top up the beans regularly?

The polystyrene beans will compress over time, making the bean bags more and more comfortable. You may choose to add a few handfuls of beans from time to time to help the bean bag keep its shape.

Can children access the beans in my bean bag?

No. Our bean bags and liners come with Safety Zips that allow you to remove the zipper tab once filled, so children cannot access the beans.

Should you need to open to zipper in future, simply slide a paper clip through the hole in the zip slider and use it to open and close the zipper, then remove the paper clip after use.

PRODUCT CARE & DURABILITY

What Warranty do your products come with?

Our products all come with a 5 Year Warranty. Full details can be found at in our under Warranties in our Customer Support section

Is it true that Sunbrella has a 5 Year Warranty on fading? How is this possible?

Sunbrella® is the result of over 45 years of ongoing research and development. Sunbrella's® UV-resistant color pigments are fully blended into its high performance fiber during production, making them extremely resistant to fading, even in the harshest of weather conditions.

Are Sunbrella® fabrics waterproof?

Because Sunbrella®  fabrics are designed to be breathable, they are water repellent, but not completely waterproof. Over time, the water repellency can be refreshed by using 303 High Tech Fabric Guard, available for purchase on this website

How do I look after my hammock or bean bag?

Each product has their own specific care instructions, which can be found on the individual Product pages.

In general, the best way to keep Sunbrella® fabrics looking good is to simply clean them as needed. Rinse off dust and dirt once a month by giving the products a spray down, wipe spills as soon as they occur or spot clean soon after the stain occurs. For more stubborn stains, Sunbrella® fabrics are bleach cleanable.

For indoor bean bags simply vacuum and spot clean as required. They can also be professionally dry cleaned if desired.

Can I leave my hammock outside?

Lujo Hammocks have been designed to handle the toughest outdoor elements, and can be left outdoors all year round if you desire. However, we recommend bringing the hammock in over winter if not in use, as this will prolong the life of the product. The Kwila stand can be left out all year round, or disassembled for storage

Can I leave my bean bag outside?

Our outdoor bean bags are made with a Sunbrella Marine canvas shell with a 10 year Warranty, and a waterproof inner liner, so it is safe to leave them out in all weather. However, we find most customers will use them inside over winter, or store them when not in use outside.

Our indoor bean bags have been designed purely for indoor use.

How do I look after the Kwila stand?

Lujo Hammock Stands are made from treated Kwila, so are extremely weather resistant. However, like all wood, it will weather over time. We recommend oiling the wood once every 6 months or so, to help maintain its natural colour and lustre.

Will the Kwila bleed?

Kwila wood contains a large amount of natural oils, which is why it is such a durable wood for outdoor use. There may be an initial period of bleeding, but this will fade naturally over time, or can be waterblasted or bleached to remove quickly. We recommend giving the stand a good hosing down on grass before putting it on paving or deck, to reduce resin bleed

What happens if I spill something on my hammock or bean bag?

All the fabrics we use on our indoor and outdoor bean bags and hammocks have been treated and are stain resistant. However, if a stubborn stain persists please view the detailed Care Instructions on the Product pages, where you will find a Stain Chart that will instruct you on how to get rid of particular stains.

Can I wash my bean bag in the washing machine?

Lujo Outdoor bean bags are machine washable. We recommend using a mixture of water and a mild soap solution, such as Woolite, on a slow or no spin cycle. We also recommend re-spraying with 303 Fabric Guard after washing to replenish water repellency.

Lujo Indoor Bean bags are not machine-washable, simply vacuum and spot clean as required. You can however professionally dry clean as needed.