Luxsome Packaging produces customised packaging systems based on each customer's approved design, dimensions, materials, quantity and finishing requirements.
Because many products are made specifically for each customer, production and delivery timelines depend on final approval, payment, project complexity, material availability and the agreed order specification.
This policy should be read together with our Terms and Conditions, Refund, Returns & Cancellation Policy, quotation, invoice and approved project specification.
1. Policy overview
This policy applies to the production, collection, dispatch and delivery of products and services supplied by Luxsome Packaging, including:
- Custom packaging boxes
- Brand tags and product tags
- Thank-you cards and notes
- Branded envelopes
- Tissue wrappers
- Branded ribbons
- Stickers and seals
- Samples and prototypes
- Complete packaging systems
The exact products, quantities, materials, finishes, timeline and delivery arrangement for your order will be stated in your approved quotation, invoice or written project confirmation.
2. When production begins
Production normally begins only after:
- The final design and artwork have been approved
- The product dimensions and specifications are confirmed
- The required upfront payment has been received
- All necessary customer information and materials have been supplied
- Required production materials are available
- Luxsome Packaging has confirmed that the order is ready for production
An enquiry, consultation, quotation or design draft does not by itself mean that production has started.
Production starts after confirmation
Payment alone does not always start the production timeline. The final design, specifications and required information must also be approved and confirmed.
3. Estimated production timelines
Production timelines are estimates unless Luxsome Packaging expressly confirms a guaranteed completion date in writing.
The estimated timeline may depend on:
- The size and quantity of the order
- The number of packaging components
- The box structure and dimensions
- The printing and finishing methods selected
- The complexity of artwork and production setup
- Whether samples or prototypes are required
- Material and supplier availability
- Public holidays and non-working days
- Production capacity at the time of confirmation
Any timeline discussed before final approval and payment is provisional and may change once the full order specification is confirmed.
4. Design approval and production accuracy
Customers must carefully review all final artwork, spelling, logos, dimensions, quantities, colours, materials, finishes and contact details before approval.
Production will be based on the approved design and specification. Approval may be provided through email, WhatsApp, an approval form or another written method accepted by Luxsome Packaging.
Luxsome Packaging will not ordinarily be responsible for errors that appeared clearly in the approved artwork or specification and were reproduced accurately during production.
This does not apply where Luxsome Packaging introduces an error after approval or produces something materially different from the approved specification.
5. Samples and prototypes
Where a sample or prototype is included or separately requested, it may be used to confirm structure, dimensions, materials, printing or finishing before full production.
Samples may:
- Attract a separate fee
- Extend the project timeline
- Use substitute or available materials for demonstration
- Contain minor handmade or setup variations
- Differ slightly from full production because of scale or production method
Where the customer approves a sample, the full order will be produced in reasonable conformity with the approved sample and final written specification.
6. Materials and availability
Production depends on the availability of suitable paper, board, fabric, ribbon, ink, foil, adhesive, accessories and other required materials.
If an approved material becomes unavailable before production, Luxsome Packaging may:
- Recommend a suitable alternative
- Provide a revised timeline
- Provide a revised quotation where costs differ
- Pause production while awaiting customer approval
We will seek approval before making a material substitution that substantially changes the agreed appearance, specification or price.
7. Changes during production
Requests to change an order after approval must be submitted in writing as soon as possible.
Once production has begun, a requested change may:
- Not be possible
- Require additional materials
- Require new artwork, printing plates, dies or setup
- Attract additional charges
- Cause material wastage
- Extend the production timeline
- Require part or all of the order to be restarted
Luxsome Packaging will confirm whether the requested change can be accepted and any effect on price or timing.
8. Production delays
Production may be delayed by circumstances including:
- Late design approval
- Late or incomplete payment
- Missing or inaccurate customer information
- Customer-requested changes
- Material shortages or supplier delays
- Equipment failure or maintenance
- Unexpected production complexity
- Public holidays or restricted working periods
- Power, network or infrastructure interruptions
- Events beyond our reasonable control
Where we become aware of a material delay, we will make reasonable efforts to inform you and provide an updated estimate.
Plan launches with extra time
Customers arranging a product launch, campaign, event or retail opening should allow reasonable extra time beyond the estimated production and delivery dates.
9. Order completion
An order is considered completed when the agreed products have been produced and are ready for collection, dispatch or delivery.
We may notify you through WhatsApp, email, telephone or another agreed communication channel.
Completion of production does not always mean the order has been dispatched. Dispatch may depend on:
- Payment of the outstanding balance
- Confirmation of the delivery address
- Selection and availability of a courier
- Payment of delivery charges where applicable
- Customer confirmation of collection or delivery arrangements
10. Balance payment before release
Unless otherwise agreed in writing, the outstanding balance must be paid before the completed order is collected, dispatched or delivered.
Luxsome Packaging may hold completed goods until payment has been confirmed.
Any delay caused by late payment may affect the planned dispatch or delivery date.
11. Collection
Where collection is arranged, the customer will be given the available collection location, date and time.
Customers should:
- Wait for confirmation that the order is ready
- Confirm the collection arrangement before travelling
- Provide the order name or reference
- Arrange a suitable vehicle where the order is large
- Inspect the order promptly after collection
A person collecting on behalf of the customer may be required to provide the customer's name, order reference or other reasonable confirmation.
12. Delivery
Delivery may be arranged through Luxsome Packaging, a third-party courier or a delivery provider selected by the customer.
Unless expressly included in the quotation, delivery charges are separate from production charges.
Delivery fees may depend on:
- The delivery location
- The size and weight of the order
- The number of parcels
- The delivery method
- Whether urgent or same-day delivery is requested
- Courier availability
13. Delivery information
The customer must provide complete and accurate delivery information, including:
- Recipient name
- Telephone number
- Complete delivery address
- Relevant landmarks or access instructions
- Preferred delivery contact
- Any known restrictions affecting access
Luxsome Packaging is not responsible for delays, failed delivery or additional charges caused by incorrect, incomplete or outdated information supplied by the customer.
14. Third-party courier services
Where an order is handed to a third-party courier, Luxsome Packaging will take reasonable care when packaging and releasing the goods.
Courier delivery times are estimates unless the courier expressly offers a guaranteed service.
A courier may contact the customer directly to arrange delivery, confirm directions or resolve access issues.
Where the customer selects or directly contracts a courier, responsibility for the courier's charges, instructions and service may rest with the customer, subject to applicable law.
15. Failed or unsuccessful delivery
A delivery may be unsuccessful where:
- The recipient is unavailable
- The telephone number cannot be reached
- The delivery address is incomplete or incorrect
- The location is inaccessible
- Entry is refused by security or building management
- The customer asks the courier to wait beyond a reasonable period
Additional redelivery, waiting, storage or return charges may apply where a failed delivery is not caused by Luxsome Packaging.
16. Delivery delays
Delivery may be delayed by traffic, weather, road conditions, courier capacity, security restrictions, public holidays, vehicle issues, address problems or other circumstances beyond our reasonable control.
Luxsome Packaging will make reasonable efforts to assist with tracking or communication where we arranged the courier, but we cannot guarantee a delivery time unless expressly confirmed in writing.
Customers should avoid scheduling a launch, event or distribution immediately after an estimated delivery date without allowing reasonable contingency time.
17. Inspecting your order
Please inspect the order as soon as reasonably possible after collection or delivery.
Check:
- The number of packages received
- The quantity of products supplied
- The product type and dimensions
- The approved design and printing
- The condition of the outer parcel
- Any visible damage or missing items
If you identify a problem, preserve the products and packaging and contact Luxsome Packaging promptly.
18. Products damaged during delivery
If the parcel appears damaged when it arrives:
- Photograph or record the unopened outer parcel
- Record the courier label and visible damage
- Carefully open the parcel
- Photograph or record the affected products
- Count the number of affected items
- Keep the original outer packaging
- Contact Luxsome Packaging promptly
We may request photographs, videos, delivery records or return of selected items so that the issue can be investigated.
Remedies for confirmed damage will be handled in accordance with our Refund, Returns & Cancellation Policy and applicable law.
19. Uncollected or undelivered orders
Customers should arrange collection or delivery within a reasonable period after being notified that the order is complete.
Where an order remains uncollected or cannot be delivered, Luxsome Packaging may contact the customer and request updated arrangements.
Reasonable storage, redelivery or handling charges may apply where an order remains uncollected for an extended period or repeated delivery attempts are required.
Luxsome Packaging will not dispose of customised goods without taking reasonable steps to contact the customer and giving appropriate notice, subject to applicable law.
20. International shipping
International shipping may be available only where separately agreed.
International customers may be responsible for:
- International courier charges
- Customs duties
- Import taxes
- Clearance fees
- Local delivery charges
- Providing required import documentation
International delivery estimates may be affected by customs processing, border controls, local regulations and the destination country's delivery network.
Luxsome Packaging does not control customs decisions or charges imposed by foreign authorities.
21. Contact us
For questions about production, collection, dispatch or delivery, contact Luxsome Packaging using the details below.