Shipping, Returns & Exchanges
Product Use & Safety
Product Durability & Care
Do you have retail stores?
To keep our prices as low as possible we have chosen to sell our products direct to the public and exclusively online.
How secure is online shopping?
Extremely 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 ensure the highest levels of security for our online customers.
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 and videos 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 email us and we'll arrange for you to return it to us for a full refund, no questions asked.
I do not want to order online, what other ways can I order?
You are welcome to order by phoning +64 21 969 344
Will I be charged any duty or import GST?
Deliveries of bean bags to the USA are not usually subject to customs charges or duty. Other Lujo products may be subject to customs charges and duties. For the rest of the world, depending on your location, your order may attract import duty and local sales taxes that must be paid upon receipt of the shipment. These rules are determined by local governmental agencies and vary by country.
What are my online payment options?
Payments are accepted using your choice of Visa or MasterCard.
What currency will I being charged in?
Our online store will automatically calculate the price in one of 8 main currencies accepted by Lujo, depending on your location. e.g.. US will be charged in USD
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 highly trusted payment provider – Direct Payment Solutions (DPS).
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 email@example.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 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 smaller accessories
TNT - Hammock and stand sets, sun loungers and other larger items
What are the shipping costs?
Shipping is free, worldwide
How long will my order take to arrive?
7-14 working days
If for unforeseen 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 be left.
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 direct debit we will arrange to refund direct to your bank account.
PRODUCT USE & SAFETY
What are the dimensions of the products?
All dimensions can be found on the product purchase page, under the tab "size"
Are the hammock and sun lounger easy to assemble?
Very easy. They comes with illustrated assembly instructions and shouldn't take more than 15-20 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 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. 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. In the US we recommend K-mart, who offer home delivery:
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 – 325-350L or 11.5 - 12.5 cubic feet
Lujo Bean Bag Lounger – 425-450L or 15 - 16 cubic feet
Lujo Bean Bag Ottoman (regular) – 175-200L or 6.5 - 7.5 cubic feet
Lujo Bean Bag Ottoman (large) – 325-350L or 10.5 - 11.5 cubic feet
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.
Is the rocking kwila sun lounger stable?
Yes. You can find your centre of balance and rock gently, or you can lock it into your favourite position using the rubber stopper provided with purchase.
Can the kwila sun lounger be left outdoors all the time?
Yes it can. We use durable Kwila, sunbrella marine fabric, quick dry outdoor foam and stainless components, all designed for prolonged outdoor use.
What are the Giant Cushions filled with?
We use soft yet compression-resilient balls of ‘spongy’ polyester fibre for an ultra-comfortable lounging experience.
Can the Giant Cushions really be left outdoors?
Absolutely. They use Sunbrella marine fabrics and the same waterproof internal liners our outdoor bean bags use.
Do the indoor bean bags come with liners?
No, these are designed for the beans to go directly into the shell. The Warwick fabrics are designed for spot cleaning.
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
How do I look after my Lujo products?
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.
For Kwila wood, you can simply oil every 6-12 months using a Kwila furniture oil, or let it 'silver off' if preferred.
Can I leave my Lujo outdoor products in the elements 24/7?
Lujo outdoor products have been designed to handle the toughest outdoor elements, and can be left outdoors all year round if you desire. However, we recommend bringing them in over winter if not in use, as this will prolong the life of the product. Kwila stands can be left out all year round, or disassembled for storage
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 with a Kwila Furniture Oil, 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 product?
All the fabrics we use on our indoor and outdoor products have been treated and are stain resistant.
Can I wash my bean bag, sun-lounger and cushion covers in the washing machine?
Sunbrella covers 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.