Refund policy

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. Refunds are only offered on eligible orders and will incur a $9.30 postage and handling fee. We don't cover postage costs for returns or exchanged items, unless your item has been classified as a manufacturing fault.

⏤ If you are looking exchange an item please request for a ‘gift card’ in refund process
⏤ By selecting our gift card option you will receive a credit of 110% of the order value. This will be emailed once the return is received and it meets the return requirements.

 

CHANGE OF MIND

If you change your mind about your order, we can offer a gift card to the amount of 110% of your purchase or a refund of 100%, excluding the shipping costs to mail items back to 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.