30 Day MONEY BACK GUARANTEE.
We love our jewellery, and we know you will too, but if for any reason it's not quite right, we offer a full money back guarantee on the purchase price of your item.
Returning an item is simple:
(a) Call us on +61406228237 during our business hours 9am to 5pm Monday to Friday, or email us at lukajewellery@outlook.comto log your request for return and we will provide you with a returns authorisation number.
(c) The item must be unworn and in its original condition, including any item tags.
(d) You must return the item packaged together with the original box/packaging you received with all the documents and tags in place as originally received.
(e) You must return the item within 30 days from the date of receipt of your item.
(f) Personalised items cannot be returned: if the item was made specifically to your requirements, engraved or personalised for you, we are unable to accept these items back for return (unless received damaged or faulty).
(g) Once we receive your return, we'll let you know the same day so you can rest assured we have received your item back.
We will process your refund within seven working days of receiving your item.
This refund guarantee only applies to unused and undamaged products, returned in their original condition in accordance with these Terms. If you received a gift from us with your order, you must also return the gift with the product for us to process your refund.
It is not what I ordered?
If we've sent you the wrong item, we are very sorry! While mistakes will happen from time to time, of course we will exchange it for you or give a full refund, and we will also pay for the return postage.
We will also do our very best to get the right item to you when you need it, at no extra cost to you.
All you need to do is:
(a) Call us on +61 406228237 during our business hours 9am to 5pm Monday to Friday or email us at lukajewellery@outlook.com to log your request for return and we will provide you with a returns authorisation number.
(c) The item must be unworn and in its original condition, including any item tags.
(d) Package your item together with the original box/packaging you received with all the documents and tags in place as originally received.
(e) You must return the item within 14 days from date of you receiving and signing for your item.
(f) Personalised items cannot be returned: if the item was made specifically to your requirements, engraved or personalised for you, we are unable to accept these items back for return (unless received damaged or faulty).
(g) Attach the Reply Paid label we send you to your parcel and take it to your nearest Post Office.
(h) We'll let you know the same day we receive your parcel so you know that we're working on rectifying the problem for you as quickly as we can.
We will process your exchange within five business days, or a refund within seven days of receiving your return.
It was received damaged or faulty
We are very sorry to hear you've received a faulty or defective item. We want you to love the jewellery you buy from us, please email us at ilukajewellery@outlook.com or call us on +61406228237 during our business hours 9am to 5pm Monday to Friday, and we'll organise a new piece or a refund for you as soon as possible.
Once you contact us, we'll assess your return with urgency to confirm if it falls under warranty and will call you to discuss your options of refund, repair or exchange.
