Refund policy
We hope you love your Gabriella Luchini Jewellery piece. If something is not quite right, please read the policy below and contact us at hello@gabriellaluchini.com.
Nothing in this policy limits your rights under Australian Consumer Law.
Change-of-Mind Returns
We offer a 14-day return policy on eligible ready-to-wear items.
This means you have 14 days from receiving your order to request a return.
To be eligible for a change-of-mind return, your item must be:
- unworn and unused;
- in the same condition you received it;
- in its original packaging;
- returned with proof of purchase;
- approved for return before being sent back.
Items sent back without first requesting a return will not be accepted.
To request a return, please email hello@gabriellaluchini.com with your order number and reason for return.
If your return is approved, we will send instructions on how and where to send your item.
Return Postage
For change-of-mind returns, return postage is the responsibility of the customer.
We recommend using a tracked and insured postal service, as Gabriella Luchini Jewellery is not responsible for items lost or damaged in return transit.
Original shipping costs are non-refundable for change-of-mind returns.
If an item is confirmed to have a fault or issue covered under Australian Consumer Law, we will reimburse reasonable return postage costs where required by law.
Return Address
Approved returns should be sent to:
Gabriella Luchini Jewellery
SU 33, Level 3
647–649 George Street
Haymarket NSW 2000
Australia
Please do not send your item back before your return has been approved.
Damaged, Faulty or Incorrect Items
Please inspect your order when it arrives.
If your item is damaged, faulty, not as described, or you have received the wrong item, please contact us as soon as possible at hello@gabriellaluchini.com with your order number, a description of the issue and clear photographs.
We will assess the issue and work with you to make it right.
Depending on the nature of the issue, this may involve a repair, replacement, refund or other remedy in accordance with Australian Consumer Law.
Non-Returnable Items
The following items cannot be returned or exchanged for change of mind:
- custom pieces;
- bespoke pieces;
- semi-custom pieces;
- made-to-order pieces;
- resized pieces;
- altered or engraved pieces;
- personalised items;
- special orders;
- earrings or pierced jewellery, for hygiene reasons;
- Studio Stones once design work, setting work or a custom/semi-custom commission has commenced;
- sale items;
- gift cards.
This does not affect your rights under Australian Consumer Law if an item is faulty, not as described, or does not meet applicable consumer guarantees.
Custom, Bespoke, Made-to-Order and Studio Stones Pieces
Custom, bespoke, semi-custom and made-to-order pieces are created specifically for you.
Because these pieces are made to your specifications, they cannot be returned, exchanged or cancelled for change of mind once work has commenced.
This includes pieces made to a chosen ring size, metal, gemstone, design direction, engraving, alteration or personal specification.
If you believe there is an issue with your custom or bespoke piece, please contact us so we can assess the item and work with you on an appropriate solution.
Exchanges
Due to the one-of-a-kind nature of many Gabriella Luchini Jewellery pieces, direct exchanges may not always be possible.
If you would like a different item, the fastest option is to request a return for the original eligible item. Once the return has been approved and processed, you may place a separate order for the new item.
Please note that one-of-a-kind pieces cannot be held while a return is being processed unless agreed in writing.
Refunds
Once we receive and inspect your return, we will notify you whether your refund has been approved.
If approved, your refund will be processed to your original payment method within 10 business days.
Please allow additional time for your bank, card provider or payment processor to process and show the refund in your account.
If more than 15 business days have passed since your refund was approved, please contact us at hello@gabriellaluchini.com.
International Orders
For international orders, shipping costs, duties, taxes and customs charges are non-refundable unless required by law.
Customers are responsible for any customs duties, taxes or import fees associated with their order.
If mandatory consumer laws in your location provide additional rights, those rights will apply.
Questions
For any return, exchange or refund questions, please contact: