FAQ
thinking inside the box

Don’t see your question answered? Email us at hello@luhobox.com.au and we’ll be happy to help.

Gifting

Q1:  What is Luhobox and how does it work?
A1:  Luhobox delivers great experiences in a little box that’s perfect for gifting. Simply select an experience and a unique gift box containing the voucher will be delivered to your chosen address.
Q2:   What’s in a Luhobox box?
A2:  We want to make gifting a voucher as much fun as giving any other gift. Once you’ve handed Luhobox to your special someone, they’ll open it to reveal a little book with a special code that unlocks their chosen experience and gives all the details on how to book.
Q3:  Where do you deliver to, how long does it take and how much does it cost?
A3:  We can deliver Luhobox anywhere in Australia. Delivery times depend on the destination.
Allow 3-4 days for standard delivery. Remote areas may take an extra 1-2 days. Standard delivery $8.30 - Express shipping $11.30
We offer next day delivery to major cities across Australia. For Sydney addresses we also have same day delivery option. Extra costs apply. Select this option at checkout.
Q4:  I need a gift in a hurry. Is there an email option?
A4:  We know sometimes you need a gift, like, yesterday. We offer the option to email your code so you can gift it right away. You can choose to send the code to yourself so you can print at home, or send it direct to your recipient.
We also offer express delivery, including same day delivery for Sydney recipients. Just select this option at checkout.
Q5:  What payment options do you offer?
A5:  We offer Stripe and all Credit cards.
Q6:   Are my payment details safe?
A6:  Our system is certified under the PCI (Payment Card Industries) standards that regulate international security standards, required to operate credit cards.
Q7:  How do I know if my payment was successful?
A7:  Once your payment has been processed you will be directed to a confirmation page, and you will also receive details of your transaction by email. If you haven’t received a confirmation within one hour, check your junk folder and then contact us with your order details.
Q8: Can I purchase Luhobox and have it sent direct?
A8: Yes, absolutely. Luhobox makes an ideal gift when you’re far away from someone special in your life. Just book the experience as usual and enter your recipient’s address in the the delivery address section. You can also add a personalised message that your loved one will see once they activate the code.
All prices on the website are expressed in AUD and will be converted to your currency by the payment processor.
Q9: How do I know someone has received their Luhobox?
A9:   We’ll send you a confirmation once the Luhobox has been delivered. You can also log into your account to check the status of your gift.
You’ll be able to see once the code is activated and a booking made so you can see when your chosen gift is used by your loved one.

Receiving

Q1:  How do I activate my Luhobox?
A1:  Your Luhobox contains a unique code to see all the details and make a booking. Visit www.luhobox.com.au and select the "Unwrap" / “Got a box?” button. Enter your luhocode and activate your experience.
Q2:   How do I make a booking?
A2:  Once you have activated your Luhobox experience, you will be able to submit a booking request. The experience provider will then contact you within 48 hours to confirm your preferred dates and finalise your booking.

All bookings must be made in advance and are subject to availability and other conditions of the service provider. It’s important that you book and use your experience during the validity period. If your voucher has expired, the code will no longer work and you won’t be able to submit a booking request.

We suggest that you book your experience as soon as you can after receiving your Luhobox.
Q3:  What happens if I don’t hear from the provider?
A3:  Once you activate your experience, we’ll send you the details of the provider. If you haven’t heard from them within two days of sending your booking request, you can contact them directly for confirmation. Or you can contact us and we’ll be happy to help out.
Q4:  The provider doesn’t have availability for my selected dates. What should I do?
A4:  You will need to book and attend your experience within validity period. Luhobox gift cards are valid for 36 months to give you as much time as possible to book in and discover a unique experience.

We recommend booking your experience as soon as possible to have the widest selection of available dates. This is especially important if you want to book for busy times such as holidays and long weekends.
Q5:  What happens if I can’t attend on my chosen date?
A5:  If you can no longer make your booking on your selected date, we ask that you contact the provider directly as soon as possible. Each provider will have different cancellation and re-booking policies, which you should read at the time of booking. Many providers will allow you to reschedule as long as you have provided enough notice and your new date is still within the validity period of your voucher.
Q6:  Can I get an extension to use my Luhobox?
A6:  We know that sometimes life gets in the way and you may not be able to use your Luhobox voucher within the validity period. We offer a 30 day extension period beyond the original expiration date. To extend your voucher expiry date you may be required to pay an additional fee that reflects any increased rates of our providers.

To request an extension, email us at hello@luhobox.com.au with your voucher code.
Q7:   What happens if I lose my Luhobox code?
A6: Your Luhobox contains a unique code to activate your experience. Once you register with Luhobox, we’ll save your code to your account so you can book your experience through our website.

If you misplace your Luhobox code before registering, we may be able to track your code via the original purchase details. Just get in touch with us and we’ll do all that we can.
Q8:  Can I exchange my Luhobox experience for something else?
A8:  You’re welcome to exchange your Luhobox experience for another of the same value or more. If your chosen experience value is higher, you will need to pay the difference.
If you wish to exchange for an experience of a lesser value you can, but we cannot refund the difference in price.

Contact us at hello@luhobox.com.au with your details and we’ll be happy to help.
Q9:  Are there any extra costs to redeem my Luhobox?
A9:  Your experience includes everything outlined in the description. Generally this does not include transportation to the location, some food and drinks, accommodation beyond what’s included, and personal spending.
Q10:  Are there any physical requirements for the experiences?
A10:  We believe everyone should be able to enjoy something different, so most of the experiences offered through Luhobox do not require any specific physical requirements or level of fitness.
However, a few experiences may have some requirements. If you have any concerns, we suggest consulting with your GP. Of course, we also offer the option to exchange your experience for something else.

     

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