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 a refund in the form of a voucher or store credit worth 110% of the original price, which can be used towards future purchases with us.
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
- A piece is not returned in its original condition: has been worn, scratched, damaged or is not in its original packaging.
- Due to sanitary reasons we cannot accept returns on earrings
- No returns or exchange on sale items
- If the item is returned outside of the 14-day timeframe stated above
- No refunds on orders paid via AfterPay (Please note: This is due to the cost we incur for offering these services on our website)
- Strictly no cancellation of pre-order orders
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.