FAQ

We support ethical fashion initiatives to support discerning jewellery and fashion lovers.

What is your sustainability policy?
We recognise it is our responsibility to minimise our impact on the environment. We constantly seek ways to reduce waste and our carbon footprint at every stage of making. 

We strive to make our jewellery items from natural or upcycled/recycled materials whenever we can.

Do you have plastic-free packaging?
We avoid the use of plastic packaging at every opportunity. However, if you receive your jewellery item in plastic packaging, it is because we recycle the packaging we sometimes receive our  jewellery supplies in. We do encourage our suppliers to source alternatives where possible.

Pricing
All prices shown on our website are in Australian dollars. Lusque Jewellery reserves the right to change prices at any time.

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.

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 you make to order or adjust to size?
You're welcome to request a special order or a size to suit you, however, special orders are subject to bead and materials availability. 

Intellectual property
All designs on the Lusque website remain the intellectual property of Lusque Jewellery and are protected by Australian and International Copyright Laws.

Our prior written consent is required in order to publish, reproduce or distribute any images or text content.

Images may be shared on social media only if each item is credited to Lusque Jewellery. Images must be unaltered in any way.

Can I order a jewellery design once it's sold out?
All limited edition or one-off pieces are sold on a first-come basis and we cannot guarantee that a style will become available, once sold out.

Please check with us as we may re-stock your favourite piece!

Colour appearance on devices?
Please note that how a bead or metal colour looks on your monitor or phone may differ from the actual product.

It is the accepted screen-to-product difference.

I have sensitive skin, what should I get?
Most of our jewelry is nickel free. However, as many pieces are created using upcycled elements, it is recommended that you choose pieces that are made from gold or silver and is safe for most people with sensitive skin.

Can I swim with my jewellery on?
We recommend that you avoid getting your jewellery item wet.

Avoid wearing when bathing, showering, swimming in salt or chlorinated pools and the ocean to preserve the appearance and prolong the life of your jewellery item.

We recommend removing your jewellery before excessive exposure to sun. Avoid wearing jewellery for a day at the beach or pool or when washing the dishes.

When getting dressed, we recommend putting your jewellery on after your perfume and hairspray has dried to avoid dulling the finish on your jewellery items.

An item I purchased is now on sale. Can I get a price adjustment?
If you purchased an item and paid full-price, we'll gladly offer a credit voucher for a price adjustment within one week of your item being marked on sale. To request a credit voucher for a price adjustment for eligible orders, contact us with your name, the date and the order number.  

Please note, if you purchased a jewellery item using a discount code, we're unable to provide a credit voucher for a price adjustment. We do not offer price adjustments for full-price items as part of a promotional offer.

The discount code didn't apply to my order.
If you're looking for your discount code, please check your emails after signing up for our newsletters. This code won't automatically apply at checkout on your purchase.

Unfortunately, we are unable to apply a discount once an order has been placed.

Can you repair a piece of jewellery that I have broken?
Yes, we're happy to repair your treasured Lusque jewellery, if we still have similar beads or components available. Let us know what needs to be repaired so that we can provide you with a quote. Please include a stamped, self-addressed return envelope so we can post your item back to you.

Wired Headbands
We handcraft these limited-edition, wired headbands from premium quality designer fabrics which are surplus from fashion and interior design workrooms. This stops these beautiful fabrics from ending up in landfill.

Generally, once a fabric is sold out, it is not possible for us to to re-stock it.

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

Exchanges
Our exchange policy lasts 21 days. After 21 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 returned or exchanged.

Personalised or bespoke 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 get in touch with us via our Contact Us page.

Our Refund Policy
We want you to love your jewellery as much as we do.

We accept returns that are unused, unworn, in original condition and in original packaging with tags still attached for up to 21 days from dispatch. We are unable to accept earrings for pierced ears for return due to change of mind.

Please note that our change of mind policy does not cover 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 it was sent to you. 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.

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

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

Late or missing refunds from your bank
1. If you haven’t received a refund yet, first check your bank account. Ensure you are checking the same account you paid for your purchase.
2. Contact your bank/credit card company, as it may take 7 to 10 days for your refund to show in your account. This is determined by your financial institution.
3. Next contact your bank. There is often some processing time before a refund is processed by your bank.

If you still have not received your refund yet, please contact us to see how we can assist.

Sale Items
Only full priced jewellery items are eligible for refunds. Sale and discounted items are final and cannot be refunded, unless faulty, as required by law.

Gift Jewellery Items
If the item was purchased as a gift and shipped directly to you, you may be eligible to receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.

If your item wasn’t purchased as a gift or the gift-giver had the order shipped to themselves to gift to you later, we will send the refund to the gift-giver and they will be notified about the return.

Shipping
To return your product, please 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.

How do I know what size to order?
If you are unsure about which size to buy then please contact us here. We'll be happy to provide you with more details about fitting and measurements.

Payments
What payment methods do you accept?
We accept payments from Master Card, Visa, Shopify Payments and Pay Pal.

What is AfterPay (Australian customers only)- Pending
All information regarding AfterPay can be viewed directly on the AfterPay website at the link below.
https://www.afterpay.com.au

Please contact us to find out more.