In-Store Purchase Policy

At Luisa Luxe, we take pride in creating high-quality, waterproof gold-plated jewellery designed to last. To ensure fairness and consistency for all customers, the following policy applies to all purchases made in-store.

Returns & Exchanges

All in-store purchases are final sale.

We do not offer refunds for change of mind or incorrect selection.

We offer in-store exchanges only, subject to approval and the conditions outlined below.

Earrings Policy (Hygiene)

For hygiene reasons, all earrings are strictly final sale.

We are unable to accept exchanges or returns on earrings under any circumstances.

Customised Jewellery

All customised pieces are final sale.

This includes (but is not limited to):

• Charm Bar jewellery (bracelets, necklaces, anklets)
• Personalised or made-to-order pieces
• Any jewellery altered or assembled in-store to your selection

As each piece is uniquely created, we are unable to offer exchanges or refunds.

Exchanges (If Approved)

In rare cases where an exchange may be considered, the following conditions apply:

• Requests must be submitted via email first to support@luisaluxe.com
• Items must be unworn and in original condition
• Proof of purchase is required
• Approval must be granted by management prior to visiting in-store

Approved exchanges must be completed at the original place of purchase.

This includes the specific location where the item was purchased, such as:

• Pacific Fair store
• Surfers Paradise Market stall
• Any authorised Luisa Luxe stockist
• Temporary or seasonal pop-up locations

We are unable to process exchanges at a different location due to variations in stock and inventory between locations.

Please note: Our retail team cannot process or approve exchanges on the spot without prior approval.

How to Request Support

If you have a request, your first point of contact must be our team via email.

Please contact us at support@luisaluxe.com with:

• Your proof of purchase
• A description of the issue
• Clear photos if applicable

Our management team will review your request and advise on next steps.
If approved, we will coordinate directly with our retail team to assist you in-store.

Faulty Items

We stand by the quality of our jewellery. We also check each item before it leaves our stores. We encourage you to check your jewellery carefully for faults at the time of purchase. 

If you believe your item is faulty, please contact us via email immediately with details and images. We may be able to offer a repair, even if outside of Warranty. This will incur a shipping fee.

Each case will be assessed in line with applicable consumer laws. 

Change of Mind

We do not offer refunds or exchanges for change of mind on in-store purchases.

Pricing & Promotions

Prices are final at the time of purchase.

We do not offer price adjustments, refunds, or store credit for:

• Change of mind
• Missed promotions
• Future sales or discounts

Care & Responsibility

Once purchased, items become the responsibility of the customer.

• We are not responsible for:
• Loss or damage after purchase
• Improper care or handling

We recommend following all care instructions provided to maintain the quality of your jewellery.

Our Care Guide is also available online here → https://luisaluxe.com/pages/gold-jewellery-care-guide

Important Notes

We are not able to accommodate returns, refunds, or exchanges in-store without prior approval.

We have a clear Warranty policy of 30 days from date of sale. The process and terms and conditions are available online here - https://luisaluxe.com/pages/returns-policy 

Our retail team follows company policy and may not override these guidelines.

We recommend carefully checking your selections before completing your purchase.

We appreciate your understanding and support of our small, family-owned business. These policies allow us to continue offering high-quality pieces while ensuring a fair experience for all customers.