Q: How long does it take to process my order?
A: All orders are processed from Monday to Friday, excluding public holidays. Orders placed before 2:00 PM (AEST) are processed the same business day, while those placed after are processed on the next processing day.
Please allow 1–3 business days for order processing and quality checks before dispatch.
For customised jewellery, please allow up to 7 business days for production.
Q: What shipping options do you offer?
Free Shipping: 2–8 business days — Free
Standard Shipping: 2–8 business days — 6.5 AUD (Taxable)
Express + Insured Shipping: 2–5 business days — 14.5 AUD (Taxable)
All orders are shipped from Sydney, Australia, via Australia Post.
Q: How do I track my order?
A: Once your order has been dispatched, you’ll receive an email with your tracking number and link to follow your delivery.
Q: What if my package is lost or damaged?
A: Customers who select Express + Insured Shipping are fully covered for loss or theft during transit. For Free or Standard Shipping, Luvella is not responsible once the carrier marks the order as “Delivered.”
Q: Can I change my shipping address after placing an order?
A: Yes, if your order hasn’t been dispatched. Please contact support@luvella.com.au within 24 hours of placing your order.
Q: Do you deliver on weekends or public holidays?
A: No, deliveries are only made on business days (Monday to Friday).
🔄 Returns & Refunds
Q: Can I return an item if I change my mind?
A: We accept returns within 30 days for non-personalised items that are unused, in original condition, and with all packaging intact. Customised jewellery cannot be returned unless faulty or damaged.
Q: How do I return an item?
A: Email support@luvella.com.au to request a return. Do not send items back without approval, as unauthorised returns will not be accepted. Return shipping is the customer’s responsibility unless the item is faulty or damaged.
Q: What if my order is damaged or incorrect?
A: Contact us immediately at support@luvella.com.au with a photo of the item. We’ll arrange a replacement or repair as quickly as possible.
Q: Can I get a refund for personalised items?
A: In line with ACCC guidelines, we do not offer refunds for personalised items. However, we do provide replacements or repairs for faulty or incorrect items.
Q: Are earrings returnable?
A: No. For hygiene reasons, all earrings are final sale and cannot be returned or exchanged.
🛍️ Orders & Cancellations
Q: Can I change or cancel my order?
A: Contact us immediately at support@luvella.com.au. If your order has already entered production, changes or cancellations may not be possible.
Q: What if my order has a spelling or customisation error?
A: If the error was not part of your approved order, please email a photo to support@luvella.com.au. We’ll arrange a replacement or correction promptly.
💳 Payments
Q: What payment methods do you accept?
A: We accept Visa, Mastercard, American Express (AMEX), Google Pay, Afterpay, Apple Pay and PayPal. All payments are processed in AUD.
Q: Is my payment secure?
A: Yes. All transactions are encrypted and processed through trusted third-party gateways. Luvella does not store your credit card details.
Q: What should I do if my payment fails?
A: Double-check your card details or try another payment method. If the issue persists, please contact support@luvella.com.au.
Q: When will I receive my order confirmation?
A: You’ll receive an email confirmation with your order details and receipt once your payment has been successfully processed.
