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SHIPPING

  • Guess how much our shipping costs? Nothing! If you live in Australia, all orders over $49 come with FREE SHIPPING + tracking! It's important to us that shopping for jewellery is affordable and enjoyable and who likes to pay for shipping anyway? 
  • And guess what else, if you spend over $180, you receive Free EXPRESS Shipping on all orders, so you will have your jewellery haul in no time. 
  • If you're in a serious hurry to receive your order, you can absolutely pay to upgrade your shipping to Express for only $10. 
  • We also ship internationally for a flat rate of $25 per order. 
  • Once you have placed your order you will receive a confirmation email. If you do not receive a confirmation email please contact us directly at support@luisaluxe.com.
  • All orders are typically shipped from our warehouse within 1-3 days of processing with expected shipping by or before the 4th business day from date of order.
  • For urgent orders please consider Express shipping to avoid disappointment. You may also email support@luisaluxe.com before placing the order to enquire as to whether we are able to help you receive it by your required date. Express shipping only relates to Express Postage once the order is shipped via Australia Post Express. Our email response times are usually within 24-48 hours, except during peak times in which response times may vary (Black Friday week, Christmas time and Boxing day, etc.). 
  • Delivery times  depend on the shipping provider and cannot be guaranteed due to unforeseeable delays caused by busy periods, traffic, and weather conditions. You will receive complimentary tracking once your order ships, and this can be used to track delivery. 
  • If items are lost in the post, Luisa Luxe reserves the right to send out a replacement. Items that are delayed due to shipping providers such as but not limited to Sendle, Australia Post, Aramex or DHL are not covered for a refund if they are successfully delivered or not, even if not on time. Please make sure you provide the correct and most reliable information at the time of purchase and if you have any concerns after receiving shipment information, contact the relevant shipping provider for further support, as we cannot access your parcel or any more information except for the tracking number once it has shipped. All responsibility for package delivery is handed to the shipping provider once shipped, and Luisa Luxe is not responsible for any extra costs that arise from orders that cannot be delivered or lost orders. 



Shipping Methods & Costs 

  • Australian Standard Shipping Costs - FREE for orders over $49
  • Australia Express Shipping Costs - $10.00
  • International Standard Shipping Costs - $25.00
  • Please note international orders may attract customs duties and taxes. As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to. As we are unable to advise the amount this may be, please check with your local customs authority prior to placing an order.

Tracking Queries

Australia and New Zealand

  • Please allow up to 5 working days before querying your parcel. All orders will be sent via Australia Post or Sendle, you will be sent a tracking number. Please consult the Australia Post website or link received in from your Shipping email before emailing us at support@luisaluxe.com with your name, address and order number.

International

  • Please allow 7 - 14 business days. All orders will be sent via Australia Post, please check your tracking number on their website, if you have further queries after 14 business days please email us at support@luisaluxe.com with your name, address and order number. Please understand that any custom/border delays due to internal postal delays or Covid-19 are out of our control, refunds will not be permitted for delays on items unless they are deemed lost by postal service. 

Important Information

  • We are unable to redirect orders once they have been dispatched.
  • If you receive a collection slip in your letterbox to pick up your parcel from the nearest post office, please do so ASAP or it will be sent 'return to sender' after a certain time and you will be responsible for postage charges for Luisa Luxe to return it to you.
  • Any return to sender items due to an error on the purchasers end or issue with shipping provider delivery will not be refunded and a second postage charge will be required to resend the items. 
  • If your Australia Post or Sendle tracking number shows that your parcel has been delivered Luisa Luxe are not responsible for replacement. We recommend not choosing the 'Safe Drop' and instead a 'Signature on delivery' option as you will not be covered. 
  • Any damaged goods during transit will be exchanged after the damaged product is returned to Luisa Luxe within 7 days. Please check any further details about faults, refunds, exchanges and warranties here - Returns Policy (luisaluxe.com)

 

Cancellations

  • Once an order is submitted we are unable to change or cancel the order if already in production. Please email support@luisaluxe.com urgently to find out if your order is already in production and packaged for shipping. 

GST & Sales Tax

  • Please note that GST and tax calculations are based on the country specified in your shipping address.