Thank you for shopping at lucajouel.com

 
Placing an order
 
Making a purchase on our site is very easy. Just browse our store and add any items that you wish to buy into the shopping bag. All prices are inclusive of applicable Australian taxes (GST). After you have finished your selection, click on 'Checkout' and you will be asked for a few details that we need to be able to complete your order.
 
Accepted payments
 
We accept online payments with Paypal, Visa & Mastercard. By purchasing on this website you certify that you are over 18 years of age and are the owner of the credit/debit card or Paypal account this is being used, or that you have specific legal authorisation by the owner of the credit/debit or Paypal account owner to use it. All credit/debit cardholders are subject to validation checks and authorization by the card issuer. Timely delivery of your purchase is dependent upon payment authorization by the issuer of your payment card. We will not be liable for any delay or non-delivery in the event of issuer payment refusal.
 
Payment security
 
Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you. If completing your purchase with a credit card, your data is temporarily stored through Shopify’s data storage, databases and the general Shopify application. It is encrypted using secure socket layer technology (SSL) through the Payment Card Industry Data Security Standard (PCI-DSS) and stored with AES-256 encryption. Shopify stores your data on a secure server behind a firewall only as long as is necessary to complete your purchase transaction, after that is complete your purchase transaction information is deleted. For further information please read our Privacy Policy.
 
If you choose to use Paypal to facilitate your purchase we recommend that you read their privacy policies so you can understand the manner in which your personal information will be handled by them. In general, such a third-party provider will only collect, use and disclose your information to the extent necessary to allow them to perform the services they provide to us in order to complete your transaction. 
 
Order confirmation
 
You will received a confirmation email detailing your purchase details once your payment has been accepted.
 
Sold and Out of Stock Items
 
Items that you are able to purchase now and have shipped to you within 2-14 days, depending on your location, are displayed on our Available Now page. However, we may continue to display pieces that have already been sold or that are out of stock in our collection and individual piece pages. We have done this so that our customers are still able to view pieces that they might like to specifically order as part of their individual collections or in comparison to other similar items, and also as potential inspiration should they like to order a custom Luca Jouel piece.
 
Orders not fulfilled
 
We always endeavour to accurately display item availability on our store. If however you have selected an item from our Available Now page and for some unforeseeable reason the piece is not in stock we will email you immediately. You will have the option to wait until the piece is placed into production specially for you, make a substitution, or cancel your order.  Additionally, we reserve the right to not fulfill any other order type due to lack of availability of materials, specifically hard to source gemstones, at which time we will immediately notify you by email and refund any monies paid using the original payment method. 
 
Cancelling an order before it is shipped
 
If you wish to cancel your order before the goods have been shipped, please inform us as soon as possible so that we can stop the payment from your card. 
 
Gift Vouchers
 
Luca Jouel gift vouchers can be purchased for amounts of $50, $100, $200, $500, $1000 and $5000. If you require a gift voucher for a different amount please contact usOnce purchased we can either post your voucher to you, or if it is a gift we can send it directly via post or email to your gift recipient also. Gift vouchers must be redeemed within one year from the date of purchase. Luca Jouel gift vouchers can be used as full or part payment for any purchase and do not have to be used in full at any one time. Gift vouchers cannot be returned or exchanged for cash. If a product is returned to us that has been purchased using a gift voucher, then the value will be refunded back onto that gift voucher. Please contact us if you have any further questions.
 
Custom Orders
 
Custom pieces are designed and made specially for you. Please appreciate that they are therefore not returnable or refundable, except in the event where the piece is deemed faulty. Once you are happy that we have achieved your design vision we will provide you with a cost estimate. A 50% deposit will be required prior to commencement of all commissioned pieces. As a general guide, please allow a time frame to completion of 4-8 weeks. This time can vary depending on availability of materials and workshop lead times. We will always endeavour to achieve any specific time requirement that you may have, and we will let you know immediately if we are not able to accommodate your request.