Returns & Exchanges

RETURNS & EXCHANGES

Thank you for shopping with us. We strive to provide you with high quality products and excellent customer service. In the event that you are not entirely satisfied with your purchase, we offer a 14-day returns and exchange policy, which means you have 14 days after receiving your order to request a return or exchange. We do not cover postage costs for returns or exchanges, unless your item has been classified as a manufacturing fault. 

For change of mind returns, we offer 100% store credit or a voucher which can be used on future purchases.

FAULTY ITEMS

In case you receive a damaged or defective item, please notify us at info@lustreandsage.com.au within 7 days of delivery. We may request photos or other evidence of the issue to facilitate the resolution process. We aim to respond within 1-2 business days (Mon-Fri, AEST time). 

ITEMS WE CANNOT ACCEPT

• Items must be returned in their original condition — unworn, undamaged, free from scratches, and in the original packaging.
  
  
• For hygiene reasons, earrings and hair accessories are non-returnable and non-exchangeable.
  
  
• Sale items are not eligible for returns or exchanges unless they arrive faulty, with photo evidence provided.
  
  
• Returns made after the 14-day return period will not be accepted.
  
  
• Orders paid via Afterpay are non-refundable due to the costs associated with offering this payment option.
  
  
• Pre-order purchases cannot be cancelled under any circumstances.

All refund requests are assessed on an individual basis. To start a return, please contact our customer care team at info@lustreandsage.com.au. If your return has been accepted we will provide you with further information on the process.