Customer Service

Lux & Miles provide you the following services:

 

Shipping Service

Lux & Miles only offers door-to-door (curbside [as close to your entrance or garage as possible]) shipping. Once your order is placed, the product will be delivered to you within 6 ~ 12 weeks. The product will be packed extra-firmly in the wooden case. You are responsible for transporting the product to your premise, unpacking, installing and disposing the packaging of the product. Please ensure you have someone to assist you through this process.
[Note1] Boxcutters are not to be used when unpacking the product, as it might damage the upholstery.
[Note2] You will be responsible for arranging and paying for your own shipping costs. Shipping costs you paid upon purchasing are nonrefundable. The shipping cost will be deducted from the refund you receive. 
White Glove Service: Pilates Equipment Unpacking & Assembly Service
This service is optional and scheduled separately, after standard curbside delivery. [regular price: $330]  The service includes:
  • Carrying of the equipment to the setup location.
  • Opening of the wooden shipping crate.
  • Unpacking of the equipment.
  • Equipment assembly.
  • Removing packing materials and disposal into your garbage bin.
[Note] White Glove Service is currently available only in Sydney area and in some cases might be higher than the listed price. Lux and Miles Customer Support team will notify you of availability and additional charges when it is necessary. Please contact us with any questions regarding Pilates Equipment  Assembly Service at info@luxandmiles.com

     

     

    Return & Refund Policy 

    You have 14 calendar days to commence the return process of shipping the product to our warehouse from the date you received it if you are unsatisfied with our product. To be eligible for a return, the product must be unused in the same condition that you received it. Your product must be in the original packaging.

    You will be responsible for arranging and paying for your own shipping costs in refunding the product.

    Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you of the status of your refund after inspecting the item. If your return is approved, we will initiate a refund to your credit card (or original method of payment). You will then receive the credit within a certain amount of days, depending on your card issuer's policies.

     

     

    Warranty

    The warranty will be applied from the invoice date of the original purchase. Any parts repaired or replaced under the terms of this warranty will still follow the terms of the warranty for the remainder of the warranty period. If you believe any of the components of the product you receive that are covered under the terms of this warranty are faulty, please contact the Lux & Miles customer service team. Listed below are the terms covered by the warranty for the Package:

    CADILLAC GX CLASSIC
    90-day limited warranty on upholstery
    1-year warranty on vertical bars and overhead frame, and related welding
    1-year warranty on the components of the wooden frame
    1-year limited warranty on straps, loops, and spring clips
    Limited lifetime warranty on all other components

    REFORMER GX CLASSIC
    90-day limited warranty on fabric and upholstery
    1-year limited warranty on wear and tear items, such as loops, plastic pulley bars, wheels, straps, Footbar covering, and spring covers
    1-year warranty on the components of the wooden frame
    1-year warranty on aluminum rails and components of the metal frame
    Limited lifetime warranty on all other components

    LADDER BARREL GX CLASSIC
    90-day limited warranty on upholstery
    1-year warranty on metal frame and related welding
    1-year warranty on the components of the wooden frame
    Limited lifetime warranty on all other components

    WUNDA CHAIR GX CLASSIC
    90-day limited warranty on upholstery
    1-year warranty on a metal frame, and related welding
    1-year warranty on the components of the wooden frame
    1-year limited warranty on tension springs and ports
    Limited lifetime warranty on all other components

    REFORMER TRAPEZE COMBINATION CLX
    90-day limited warranty on upholstery
    1-year warranty on a metal frame, and related welding
    1-year warranty on the components of the wooden frame
    1-year limited warranty on straps, loops, and spring clips
    1-year limited warranty on tension springs and ports
    Limited lifetime warranty on all other components

    STUDIO PACKAGE

    All of the above

    PILATES PACKAGE

    All of the above (except Ladder Barrel)

    PLATINUM PACKAGE

    All of the above

    EFFICIENCY PACKAGE 

    Reformer Trapeze Combination CLX, Wunda Chair GX Classic, Ladder Barrel GX Classic

     

    Showroom

    The Lux & Miles showroom is located at UNIT 1926 on the 19th floor of 1 O’Connell building, NSW, 2000, Australia:

     

    Please feel free to contact us to book a showroom appointment. The next available showroom booking date is 24th January 2022.

     

    For any further showroom-related inquiries, contact us at:

    info@luxandmiles.com                   sales@luxandmiles.com 

     

    Showroom Look Around: 

     

     

    Split Payment

    Lux & Miles supports the flexible 4-week Split Payment plan for all Pilates equipment. To activate this payment method, simply: 

    1) Add the products you would like to purchase to the cart

    2) Click the 'Split Payment' button on the middle-left side of the screen, as shown below: 


    3) Follow the instructions from the pop-out banner.

     

    Contact Us

    Lux & Miles also offer a customer assistance service for any related inquiries here.