Returns Policy

Eligibility: 

• Full priced items (other than earrings, bundles including earrings & personalised or custom jewellery) can be exchanged for a store credit within 7 days of receiving your purchase under our change of mind policy.
• Your item must not have been worn, used or altered by another jeweller or repair service and come back to us in all of its original packaging and condition.
• Correct order number or receipt of purchase must be provided.
• We reserve the right to inspect the product on return, if we feel the item has been worn a credit note will not be granted.
• Tracking is required and the item must arrive safely, we will not be responsible for lost items and a return will not be actioned if item is not returned.

Return shipping cost: 

• Please note that while we are happy to receive returns, we do not cover the cost of return shipping. You will be responsible for the return shipping cost and providing a tracking number for proof of return.

Change of mind: 

• Incorrect colour or size purchases are considered change of mind and you may request to return the item and receive a store credit to repurchase the item. Please choose carefully.
• If Return Request is accepted, you will be eligible for store credit on receipt of the returned item. If you choose to purchase again during this time prior to store credit being received, you will not receive a refund in lieu of store credit on your returned item. 

To start a return, you can contact us a support@luisaluxe.com. If your return is accepted, we’ll send you a shipping address, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

Promotion Terms & Conditions:

Bundles:

• Bundles count as one (1) item and must be returned together to receive a full store credit.
• If you wish to return items in a bundle individually, we will issue a proportionate store credit.

Promo Sets:

• Promo sets (such as Buy 2, Get 3rd Free or Necklace and Bracelet deal) must be returned together to receive a full store credit. They cannot be returned if purchased during a sale. 
• If you wish to return 1 to 2 items, you will receive an 80% store credit of the full value of each item. Items that are discounted or free cannot be returned for credit unless complete promo set is returned together.

Free Gifts

• Free gifts are non-refundable.

Not covered under Returns & Exchanges

• No returns on earrings for hygienic reasons unless faulty within 30 day warranty period
• No returns on custom pieces or promotional gifts (such as special orders or personalised items) unless faulty
• Items purchased on sale are not included in the change of mind policy
• Items that have been altered or repaired by you or an external service such as a jeweller or watch repair
• Delayed shipping is out of our control therefore if items do not arrive within your expected time frame we reserve the right to resend the item if declared lost. Please see our Shipping page for further information. 
• Unfortunately, we cannot accept returns on sale items, bundles that include earrings and gift cards
• Items purchased from stockists, please contact them directly

Exchanges

• The fastest way to ensure you get what you want is to return the item you have and make a separate purchase for the new item to avoid missing out, however if  you choose to do this prior to store credit being received, you will not receive a refund in lieu of store credit on your returned item. 
• In some cases, we will be able to offer a direct exchange without need for a new order, however this will be on a case by case basis and dependent on product availability and order circumstances. 

Order Cancellation

• We cannot cancel orders after they have started production. If we haven’t started production there is a 10% cancellation/restock fee. 
• We cannot guarantee changes to an order's information after order has been placed as this information cannot be edited by us. Please be careful about the shipping address and personal information provided to avoid order being shipped to an incorrect location or information being sent to incorrect emails or phone numbers. 

Warranty Policy

Damages and issues

• Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. You must contact us within 7 days of delivery to be eligible for a replacement or in some cases a refund. 
• We do endeavour to always supply the highest quality product but as we are majority handmade there can sometimes be faults. We will happily provide replacements for any faults that were out of your control. All of our jewellery has a 30 day warranty period. 
• Please note that we cannot provide a warranty replacement for any lost or accidental breakages outside of production fault. Outside of the warranty periods we do not accept returns for natural oxidisation of metals. Please understand that all metals will naturally start to oxidise over a period of time and this is out of our control. Make sure to access our Care Guide and follow it carefully to best look after your jewellery.  

Warranty Procedure

• We will cover items within the 30 day warranty period from date of delivery for any manufacturing fault. Remember that we cannot offer refunds or exchanges for change of mind. If available, a replacement will be provided if an item has arrived damaged. If this is not possible, then a refund may be issued. Natural oxidisation is not a fault of the jewellery, this is something that happens to all types of metals and is out of our control. All items within the warranty period will be covered as long as we feel that the Care Guide has been followed and the fault is due to a manufacturing issue or fault. We cannot provide warranty for accidental breakages, as determined by our team. After this time, we cannot offer replacement or refund. 

Direct all enquiries to support@luisaluxe.com including the following information to discuss returning faulty items:

• Order Number and Order Name proving when the item was purchased
• A clear photograph and/or video of the fault
• Written description of the fault

Once we receive this information we will provide you with a replacement to the same shipping address from your order. 

If a refund is determined, they can only be issued via the original payment method such as credit card, afterpay or paypal. 

Refunds

• If you are eligible for a refund, we will notify you if the refund is approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process the refund too. Please note, refunds are not offered in lieu of store credit of a returned item, warranty or a change of mind.