We hope you love your order. If something isn't quite right, we're here to help.
All return, exchange and faulty item requests must be submitted via email and are reviewed case-by-case to ensure the most appropriate outcome.
HOW TO REQUEST A RETURN OR EXCHANGE
To request a return, exchange or report a faulty item, please email info@lustreandsage.com.au.
Please include:
- Your order number
- The reason for your request
- Photos of the item if it is faulty
Once we've reviewed your request, we'll be in touch with the next steps.
CHANGE OF MIND
If you've changed your mind, you can request a store credit or exchange within 14 days of receiving your order. We do not offer refunds for change of mind.
If approved, return postage costs are the responsibility of the customer.
To be eligible, items must be:
- Unworn and unused
- Free from scratches or damage
- Returned in their original packaging
FAULTY ITEMS
If you believe your item is faulty, please contact us within 7 days of delivery.
Once we've assessed your claim, we'll advise the most appropriate resolution. Approved faulty items may be eligible for a refund, replacement or store credit in accordance with Australian Consumer Law.
NON-RETURNABLE ITEMS
The following items cannot be returned or exchanged unless they are confirmed as faulty:
- Earrings
- Hair accessories
- Sale items
We are unable to accept:
- Change of mind requests made more than 14 days after delivery
- Pre-order cancellations once an order has been placed
If you have any questions before submitting a request, please get in touch at info@lustreandsage.com.au. We're always happy to help.