Lusque Shipping and Returns

Delivery
Where can I find my tracking information?
You will receive a tracking number by email from our shipping team when your package has shipped. All shipments are made through Australia Post. You can check your delivery status by visiting their Track and Trace page.

Generally, your order will be processed same day or the next working day. Should we have any queries (for example regarding stock availability or an incomplete delivery address), we will email you and hold your order for a reasonable period until we receive a response. Goods are subject to availability. 

Can I cancel or change my order?
Yes, we want you to be happy with your Lusque accessory!

You may cancel or amend your order if it has not been dispatched to you. Please get in touch with us as soon as possible, as we generally aim for same or next business day dispatch. 

If you decide to cancel an order after the products have been dispatched, postage costs will be payable. We advise you to check the status of the delivery before you request cancellation.

Correct delivery address

Please check the shipping address carefully, to ensure it is complete and correct. A telephone number is required, for use by our shipping team only. It is never shared or used for any other purpose. If you have a specific delivery date request, please add a note at the cart stage so we can try to accommodate it.

Lusque is not responsible for orders that cannot be delivered due to incorrect, incomplete or a past address being supplied to us.

What is your return policy?
We want you to love your jewellery as much as we do. We are happy to accept return items without asking any questions. 

We accept returns that are unused, unworn, in original condition and in original packaging with tags still attached for up to 30 days from dispatch. Unfortunately, due to health issues, we are unable to accept earrings for return due to change of mind. Please note that our change of mind policy does not cover custom or discounted/sale items.

Please contact us prior to sending your item back to us. We recommend you register the parcel, as we are unable to accept responsibility should it go missing in transit.

The item needs to be suitably wrapped and protected so we receive it in the same condition that you received it in. In the case of a refund, it will be made via the original method of payment, less shipping costs.

Any orders paid with Afterpay will incur a 7% fee to be subtracted from the total refund amount. Any orders paid with PayPal will incur their fee to us to be subtracted from the refund amount.

The item will need to be returned to us so that your refund can be processed. Once your return is received and checked by our team, we will send you an email to notify you that we have received your returned item. We will also notify you of the outcome of your refund request.

If it is accepted, your refund will be processed and a credit will be applied to your original method of payment.

For hygiene and safety reasons, we are unable to accept returns for earrings for pierced ears. We only refund or replace earrings if they are received as defective or damaged, as required by law.

What is your exchange policy?
Our exchange policy lasts 30 days. After 30 days have gone by since your purchase, unfortunately we are unable to offer you an exchange.

To be eligible for an exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging with tags attached.

Due to hygiene reasons, including Covid 19, some jewellery items are exempt from exchange. Earrings for pierced ears cannot be exchanged.

Personalised or custom-made items are unable to be accepted for exchange or refund. If you need a personalised item amended, let us know what needs to be done so that we can provide you with a quote. 

To complete your exchange, we require a receipt or proof of purchase. If you need to exchange it, please first get in touch with us via our Contact us page.

The item will need to be returned to us so that your exchange can be processed. Once your item is received and checked by our team, we will send you an email to notify you that we have received your exchange item and next steps including any additional shipping charges, if required.

Australian consumer law
We will always aim to meet our obligations under the Australian Consumer Law. This may include (but are not limited to) replacing the item if stock is available, or providing a refund if necessary, depending on the individual case.

Can I add an item to my order?
If you let us know as soon as possible, we will certainly try to add any additional items to your order, subject to stock availability. It will not be possible to add any extra items once the order has been dispatched but you may place a new order.

Do I need to set up an account to order?
You're welcome to shop at Lusque without creating an account.

The product I am interested in isn’t available, will you be getting it back in stock?
We often re-stock products that sell out quickly, unless they're a special Limited Edition. We recommend you check back daily.

Shipping back to us
To return your product, please first contact us via our Contact us page for instructions.

You are responsible for paying for your own shipping costs to return your item, unless due to an error on our behalf. Original shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.

Depending on your location, shipping times for your exchanged product to reach you may vary.

We recommend you use a trackable shipping service. We are unable to accept responsibility if we do not receive your returned item.

Why isn’t my tracking number working?
Sometimes tracking numbers can take up to 36 hours before they start working. If you have just received your tracking link, please wait a few hours before trying the link again.

Please allow sufficient time for your parcel to be processed through your country's Customs Department in order to see your tracking updates online.

How long will my delivery take?
For Australian orders: Standard delivery– 2 to 5 business days via Australia Post local delivery, however, allow up to 14 business days (excludes weekends). Longer in remote regional areas, postal delays, the Christmas period or during extreme weather events.

For International orders: Standard delivery– 5 to 7 business days, however, allow up to 25 business days (excludes weekends). Delivery times will depend upon your local postal service and are outside our control. Shipping may take longer during postal delays, the Christmas period or during extreme weather events.

We will always work to deliver your order to you as quickly as possible, however, as you may appreciate, we rely on third party carriers to deliver your order to you in a timely fashion so is outside our control. Delivery times may vary due to extreme weather events, pandemic, your location and your local postal system.

We appreciate your understanding.

We dispatch your order to you the same or next business day.

Where is my order?
You will receive a confirmation email once your order has been shipped to you with your tracking information. If you have not received the shipping confirmation email, please check your junk mail or spam folder, as it may have accidentally ended up there.  

Can I order over the phone?
Lusque cannot process orders or payments via phone, however, you're welcome to place your order online here.

Will I be charged duty and taxes for my order?
Please contact your local customs office for information.

Payments
For your complete peace of mind, payments can be made securely online with Shopify Payments through Stripe or Paypal.

Your privacy and security are assured. We do not receive your card details.

Faults and damages
All items are quality controlled, filmed and individually checked for faults prior to dispatch. Should you receive an item that is not in perfect condition please contact us immediately. Include all items to be returned from an order in the same package to assist the returns process. Items must be returned in their original packaging with tags attached. Ensure goods are well packaged to protect them during transit.

 

 

 

 

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