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RETURN & EXCHANGE POLICY

  • 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. Shipping charges will not be included in the credit,
  • Change of Mind items are sent back to us at your cost.
  • Incorrect colour purchases are considered change of mind and you will receive a credit to repurchase the correct colour. Please choose carefully. 
  • To be eligible for a return, 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. 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.
  • You must provide a receipt of purchase.
  • It is the customers responsibility to return the item safely to us and we suggest getting tracking details as we will not be responsible for lost items.

To start a return, you can contact us a info@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. 

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. 

Not Covered Under Returns & Exchanges

  • No returns on earrings for hygienic reasons unless faulty
  • No returns on custom pieces (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
  • 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, make a separate purchase for the new item to avoid missing out. 

Order Cancellation

We cannot cancel orders after they have started production. If we haven’t started production there is a 10% cancellation/restock fee. 

Shipping Details

We cannot guarantee changes to an order's information after order has been placed. 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. 

Returns Procedure

  • Request an exchange via email within 7 days of receiving your item
  • Provide proof of purchase with an invoice number or invoice name
  • Return postage is at customers expense unless faulty (see below) 
  • 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
  • It is the customers responsibility to return the item safely to us and we suggest getting tracking details as we will not be responsible for lost items. 

Faulty Items Policy

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 1 month 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, this time period will be sped up if jewellery is not cared for or comes in contact with chemicals such as perfumes, moisturisers, salt water or chlorine etc. 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 order 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 warranty enquiries to warranty@luisaluxe.com. 

Please email warranty@luisaluxe.com including the following information to organise returning faulty items:

  • Order Number and Order Name proving when the item was purchased
  • A clear photograph 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 once we’ve received and inspected your return, and let you know if the refund was 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 a change of mind.