Returns & Refunds — Luvella
Change of Mind & Returns
At Luvella, we want you to feel confident and supported with every order. That’s why we offer a 30-day return window from the date your item is delivered.
Due to the made-to-order nature of our personalised jewellery, we’re unable to accept returns on custom pieces unless they are damaged or faulty.
To be eligible for a return:
Your item must be unused, in its original condition, with all tags and packaging intact
You must provide proof of purchase
We only accept returns for items that are faulty or damaged.
To initiate a return, please email us at support@luvella.com.au. Once approved, we’ll provide return instructions and the appropriate return address. Please note: return shipping is the responsibility of the customer.
⚠️ Please do not return any items without first contacting us. Unauthorised returns will not be accepted.
Cancelling or Changing Your Order
Because we begin crafting your jewellery as soon as your order is placed, we ask that you double-check all details carefully (including spelling, style, and metal colour).
If you need to make a change or cancel your order, contact us immediately at support@luvella.com.au. If your order has already entered production, changes may no longer be possible.
Damaged, Faulty, or Incorrect Items
Please inspect your items upon delivery. If you receive an item that is damaged, faulty, or incorrect, get in touch with us right away at support@luvella.com.au, including a photo of the issue to speed up resolution.
We’ll organise a replacement or repair as quickly as possible.
Non-Returnable Items
For hygiene reasons, all earrings are final sale and cannot be returned or exchanged.
Spelling or Customisation Errors
If your order contains an error that wasn’t approved in your original order, email us at support@luvella.com.au with a photo. We’ll arrange a replacement or correction promptly.
Replacements, Not Refunds
In line with ACCC guidelines, Luvella does not offer refunds for personalised items. We are committed to repairing or replacing items where necessary, not refunding.
Refunds (If Applicable)
If your return is approved and your item meets eligibility, we’ll process your refund to the original payment method.
Please allow a few business days for your bank or card provider to process the refund.
We accept returns by mail within 30 days for eligible items (excluding personalised jewellery and earrings). Refunds are processed within 7 business days after we receive your return. Return shipping is the customer’s responsibility unless the item is faulty or damaged.
| Return Policy Summary | Details |
|---|---|
| Return window | 30 days from delivery |
| Return method | By mail |
| Return shipping | Customer pays unless item is faulty or damaged |
| Refund processing | Within 7 business days |
