Returns & exchanges
Our goal is 100% customer satisfaction. We want you to absolutely love your purchase, so if for any reason you are not happy we accept returns or exchanges of any unworn and unaltered piece(s) in its original packaging within 14 days of the receipt date. To return or exchange an item, please contact us first for return instructions.
If we do not receive the returned item in its original condition unfortunately a refund or exchange will not be offered. Any damage incurred during return transit to Luca Jouel is the responsibility of the sender and any damaged items will not be refunded or exchanged. All exchanges are subject to availability.
For all exchanges, if the value of the new item exceeds the original purchase or gift value, you will be required to pay the difference. Should the value of the new item be lower than the original purchase or gift value, the difference will be credited to the credit or debit card originally used for the purchase.
If a refund is requested we will issue you with a full refund minus the original shipping cost (unless goods are faulty or not as ordered). For domestic returns this amount will be a flat fee of $20 AUD, and for international returns it will be a flat fee of $50 AUD. Luca Jouel is not liable for refund of any customs duties associated with receipt of the original purchase (unless goods are faulty or not as ordered). If goods are returned to us as a consequence of your refusal of payment of duties they will incur an additional administration and return fee. We will credit your original method of payment, or we can also hold a credit for you for a future purchase if you prefer. Please note this does not include any custom orders which are final sale because they will have been made especially for you as per your design specifications.
All returns must include a return address, phone number, copy of your original emailed receipt, and a brief note stating the reason for the return. For your protection, please insure the item for its full value and ship the item in a way that is trackable and where you can verify receipt (e.g. Australian Post registered or Express Post Platinum, Fed Ex). We are not responsible for the item(s) until it is received, or for any shipping charges associated with the return; such charges are non-refundable except in the case of faulty goods or where goods received are not as ordered, in these instances Luca Jouel will reimburse any reasonable documented shipping charges.
Refunds and exchanges are processed as soon as possible, which is generally within 48 hours of receipt and you will receive an email to notify you when this has completed. Please allow up to a maximum of 30 days for the refund to be processed and your card to be refunded.
Exchanging a Gift
We are happy to offer an exchange option to Luca Jouel gift recipients. Please contact us to discuss the details regarding the original purchase and how we can facilitate helping you find your preferred piece of jewellery within a reasonable extended time frame of 28 days.
For refund requests, please note that we can only refund the credit or debit card originally used for the purchase.
As with all exchanged or returned items, they must be received back by us in unworn and unaltered condition and in the original packaging.
Address for returns & exchanges
Luca Jouel Pty Ltd
PO Box 3885
Success, Western Australia 6164