FAQs

Where are Lujo products made?

All Lujo products are 100% designed and made in New Zealand using skilled local craftspeople and best-in-market materials. This excludes our Sunbrella® outdoor rugs, which are made to order by our partner mill in the USA. 

Manufacturing in New Zealand incurs a price premium but allows us to keep a close eye on quality, materials and workmanship – resulting in products that will give our customers years of enjoyment, outlasting cheaper production-line alternatives many times over.

Do you have retail stores or distributors where we can view your products?

To keep our prices as low as possible we have chosen to sell our products direct to our customers and exclusively online.

To provide a comprehensive online ‘retail’ experience, we have focused on developing a user-friendly website with detailed product descriptions and specifications, quality imagery, customer testimonials and product videos

You also have the option to order free fabric swatches if you’d like to see colour options in person prior to purchasing

Finally, for peace-of-mind when purchasing online, we have a satisfaction guarantee and full-refund policy. To put it simply, if you’re not 100% satisfied with your purchase, it can be returned to us for a full refund or exchanged (at your option) within 14 days of arrival

Can you send me colour samples if I want to see them?

Absolutely. You can order up to five free swatches here

What credit cards do you accept?

We accept payment using Amex, Visa and MasterCard

What currency will I being charged in?

Canadian Dollars (CAD)

If I don’t want to order online, how else can I order?

You are welcome to order over the phone with a credit card by calling +1 604-332-1367

Alternatively, you can email your order, delivery and contact details to sales@lujoliving.ca

We will then provide an invoice with bank details for payment, or you can pay by credit card if preferred

Can I cancel or change the details of an order that has been placed?

Potentially, but please check your online order carefully before submitting it. 

If you need to make a change please email sales@lujoliving.ca with your order number and let us know the changes you would like to make. 

We’ll do our best to make these changes for you, depending on the status of your order and the change required.

What countries do you ship to?

Lujo products are shipped globally through the following websites:

www.lujo.co.nz (New Zealand)

www.lujo.com.au (Australia)

www.lujoliving.ca (Canada)

www.lujoliving.com (USA and Rest of World)

What are the shipping costs?

We ship our products free of charge, Canada-wide

Where will my order ship from?

All orders are dispatched from our warehouse in New Zealand.

What shipping methods do you use?

To get your products to you as quickly as possible, all our orders are sent with TNT or Fedex, depending on the product and location.

How long will my order take to arrive?

Standard lead time is 7-14 working days.

However, if for unforeseen circumstances we think we cannot meet this delivery timeframe we will contact you directly

Will I be able to track my order status?

All orders are tracked from pick up to delivery.

Upon placing your order, you will receive an order confirmation. Once your order ships you will receive a dispatch notification by email and/or text, followed by notifications at various stages of the delivery process.

What if I miss the delivery of my order?

Unless you specify on your order that your products can be left at your specified address if you are not home, a Card-to-Call will be left. You can then liase directly with the courier to arrange re-delivery.

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

Absolutely. We have a 100% Satisfaction Guarantee. If for any reason you receive a product you are not entirely delighted with, simply return it to us for a full refund or exchange (your choice).

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

Return shipping costs are to be covered by the customer, unless covered by our warranties.

How do I return or exchange an item?

If you do need to return an item you have purchased, please follow these simple steps

  1. Email us with your order number to let us know you wish to return or exchange an item
  2. We will reply with instructions for the returns process.
  3. Full refunds will be processed to your credit card or bank account once products are received and inspected. Alternatively, products for exchanges will be dispatched and tracking details forwarded once they ship

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.

Are the hammock stands easy to assemble?

Very easy. They come with illustrated assembly instructions and shouldn't take more than 15-20 minute for one person.

The Taj stand only requires the allen-key provided to assemble. The Isla stand requires a socket wrench to tighten bolts.

Can I order a hammock without the stand?

Certainly. You can purchase a hammock as a standalone item in a single or double size.

Does the hammock need to be assembled too?

No. The hammock is ready to be clipped into the Lujo stand (or between trees, poles etc).

Are the free-standing hammocks easy to move around?

Yes. The weights of the free-standing hammock sets are below. With one person lifting each end they are easy to shift from location to location

Taj Single Free-standing Hammock - 46kg / 101lb

Taj Double Free-standing Hammock - 47kg / 103lb

Isla Single Free-standing Hammock - 45kg / 99lb 

Isla Double Free-standing Hammock - 46kg / 101lb 

Can I leave my hammock and stand out all year?

Both the Lujo hammocks and stands have been designed for full time outdoor exposure, so can be left out all year round. However, storing them over winter will extend the lifespan of the product further.

Can I hang my hammock between trees or poles?

Yes. The approximate distance between mounting points (trees, poles etc) should be around 4m (the same as the length of our stands), but in some situations you can adjust the length to suit if needed (see below).

Is the hammock length adjustable?

Yes. You can add extra rope or chain to your hammock if you have a space that requires a hanging distance of more than 4 meters/13 feet apart. If you need it to be slightly shorter the ropes can be adjusted, we are happy to advise on how to do this.

Are the Ko Lanta sun loungers easy to assemble?

Very easy. They come with illustrated assembly instructions and shouldn't take more than 15-20 minutes for one person. The only tool required is an allen key to tighten the screws, which is provided with the sun lounger.

Does the Ko Lanta sun lounger always rock or can it be stabilized?

You have the option to lock it into your preferred lounging position with the rubber stopper provided.

Is the Ko Lanta sun lounger comfortable?

It’s probably hard to take our word for it, but we are 99% confident you will love it based on the years of feedback we have had on this product. It has been designed with ergonomic curves to maximize relaxation and offers multiple lounging positions so you can customize your comfort.

Can the Ko Lanta sun lounger be left outdoors all the time?

Yes, it can. We use durable Kwila hardwood, Sunbrella® marine fabric, quick-dry outdoor foam and stainless components - all designed for prolonged outdoor use. However, storing them over winter will extend the lifespan of the product further, so some customers choose to do so.

Do your bean bags come with filling?

Lujo bean bags are shipped unfilled internationally, direct from our warehouse in New Zealand.

Our bean bags have been designed to be filled with polystyrene beans (also known as EPS beans or beads in some countries).

For our Canadian customers, you have the option to add beans to your order and we will arrange to send the beans separately to arrive around the same time as your bean bag covers.

Alternatively, you have the option to purchase independently online or from retail stores (see list of suggested retailers here)

We do, on occasion, have customers that prefer to pay for sea-freight of filled bean bags. This comes at an additional cost and lead time that is usually only viable for larger orders of 10+ items

If you would like us to quote on this option, please contact us with your order requirements and we will provide an indicative quote

Is it easy to fill the bean bags?

All Lujo bean bags come with detailed filling instructions. It is a simple process, requiring two people.

In a nutshell, one person holds the bean bag (or liner) open, the other person slowly pours in the beans. It’s best to do this in a confined space so that any beans that escape can be vacuumed up.

After the work is done you can sit back, sink in…and relax.

Where can I buy beans for my bean bag?

You can find some options for purchasing beans here

These are just a few suggestions, you can also Google "bean bag refill" or "polystyrene beans/beads" plus your location.

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

You can find all filling volumes here

Will I need to top up the beans over time?

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. This really comes down to personal preference.

Do the indoor bean bags come with liners?

No. The fabrics we use for the indoor bean bags are designed for vacuuming and spot cleaning, like a sofa for example. Therefore, the polystyrene beans go directly into the cover rather than requiring a liner system.

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.

Can I wash my bean bag in the washing machine?

Our ‘outdoor’ bean bags and ‘indoor X out’ bean bags are machine washable. The indoor bean bags are designed for vacuuming and spot cleaning, like a sofa for example, so do not need an internal liner.

Can I leave my outdoor bean bag out all year round?

Absolutely. The outdoor bean bags (and all our outdoor furniture for that matter), have been designed to be left outdoors, 24/7/365 days a year.

The Sunbrella® fabrics used have a 5-Year fade and deterioration warranty, as well as being treated for mildew and Scotchgarded. The waterproof internal liners will protect the beans from rain and moisture.

However, storing them over winter will extend the lifespan of the product further, so you may want to consider this.

Some basic care and maintenance will also keep them looking like new.

What are the floor cushions filled with?

We use soft yet compression-resilient balls of ‘spongy’ polyester fiber for an ultra-comfortable lounging experience.

Can the Floor Cushions really be left outdoors?

Absolutely. We use Sunbrella marine fabrics and the same waterproof internal liner system our outdoor bean bags use.

However, storing them over winter will extend the lifespan of the product further.

Some basic care and maintenance will also keep them looking like new.

Are the floor cushions suitable for indoor use as well?

Yes, they can be used inside and outside, or both.

What Warranties and guarantees do your products come with?

Our Lujo products all come with a 5-Year product warranty, lifetime manufacturing warranty and satisfaction guarantee. 

This excludes our Sunbrella® outdoor rugs produced by our partner mill in the USA, and quilted bean bags, which come with a 3-Year Product Warranty.

Full details can be found here.

Is it true that Sunbrella has a 5 Year Warranty on fading?

Yes that is correct. 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 so they don’t sweat, they are water resistant, but not completely waterproof.

Over time, the water repellency can be refreshed by using 303 High Tech Fabric Guard

However, all Lujo products are 100% waterproof due to the internal liner system and outdoor foams we use.

Are Lujo products fully waterproof?

Aside from the Sunbrella® fabrics being water resistant, we also utilize waterproof liners/membranes on the outdoor bean bags, hammocks and floor cushions to make them 100% waterproof.

The Ko Lanta sun loungers utilize quick-dry outdoor foam, which doesn’t hold water, so is not at risk of waterlogging after rain exposure.

Will Sunbrella® fabrics grow mildew over time?

Sunbrella fabrics do not promote mildew growth, however, mildew may grow on dirt and other foreign substances that are not removed from the fabric. For this reason, we recommend hosing or brushing them down regularly.

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.

For Kwila wood, you can simply oil every 6-12 months using a Kwila furniture oil or let it 'silver off’ if preferred.

For full care and cleaning instructions click here.

What happens if I spill something on my Lujo product?

All the fabrics we use on our indoor and outdoor products have been treated and are stain resistant.

Full cleaning instructions for each fabric can be found here.

Can I wash my bean bag, sun-lounger and cushion covers in the washing machine?

Sunbrella covers are machine washable. Cleaning instructions can be found here.

Lujo Indoor Bean bags are not machine-washable, simply vacuum and spot clean as required.

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, bringing them in over winter, if not in use, will prolong the life of the product.

How do I look after the Kwila hammock stand?

Lujo hammock stands are made from treated Kwila, so are extremely weather resistant. However, like all wood, it will weather over time.

Some people like to let their kwila furniture ’silver off’ over time whilst others prefer to maintain the original rich brown or red color.

If you’re in the latter group, we recommend giving you kwila a light sand (using fine sandpaper or a scour pad) every 6-12 months to remove any dirt and open the pores of the timber again. Following this, apply a generous coat of kwila furniture oil (Cabots, Sikkens, Wattyl or similar) with a rag or brush, then wipe down to remove any excess oil. Allow at least 24 hours to dry, then repeat.

Will the Kwila hardwood 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 water-blasted or bleached to remove quickly. We recommend giving your hammock stand or sun lounger a good hosing down on grass before putting it on paving or deck, to reduce resin bleed.