How do I make a purchase?
To make a purchase through the Lucy Folk online store, simply select the relevant product, including size if relevant and click ‘Add to Cart’.
The cart icon on the top right of the screen will update to display the product selected. You can elect to complete your purchase, by clicking this icon and proceeding to the checkout by clicking ‘Checkout’, or continue shopping to add more items to your cart.
Once you proceed to ‘Checkout’, there are simple prompts to guide you through the purchase process. You will be required to enter both your Shipping & Payment information & agree to the Terms & Conditions of our online store.
If you have any issues or require further guidance with this process, please contact our Customer Service Team.
What payment methods are accepted?
We accept payment by Visa, Mastercard or Paypal.
Is it safe to use my credit card through the online store?
All transactions placed through the Lucy Folk online store are processed through Braintree Payments, which is a validated Level 1 PCI DSS Compliant service provider.
This system ensures fraud protection measures are maintained & cardholder data is secure & encrypted for buyer security.
What is the turnaround time on Made to Order pieces?
Made to Order pieces are handmade in our Melbourne Studio when your order is received. Given our strong attention to craftsmanship & quality, these pieces take approximately 2–4 weeks to ship. A notification of shipment will be delivered to your email account once dispatched. In the case you require a faster turnaround time, please contact us via phone or email prior to placing your order to ensure we can meet your time requirements.
What is a Pre-Order?
Pre-Order allows you to secure your purchase, ahead of the piece being available for delivery. Full payment is required and notification of shipment will be delivered to your email account once dispatched. For information around the expected delivery time, please refer to the Details tab on the product page.
In what packaging will my purchase be delivered?
Necklaces, Bracelets, Earrings, Rings, Brooches: These pieces arrive in a branded jewellery box.
Powder-coated Chains, Friendship Bands, Slap Bands, Hair Ties, Eyewear Chains, Cocktail Clutches, Socks and Hats: These pieces arrive in a branded cloth bag.
Eyewear: Each pair of sunglasses comes in a branded leather sleeve pouch complete with branded cleaning cloth. A Lucy Folk gold eyewear chain is also included.
Can I include a personalised gift message with my purchase?
Yes, you will be given the opportunity to write a personalised gift message at the checkout. Messages are hand written & included with your purchase.
Orders where a gift message is elected, will not include any hard copy invoice information. This information can be retrieved by the buyer through their email account, or via the order confirmation email.
Can I ship my order to an international location?
Yes, we ship worldwide.
Will I be charged sales tax on my purchase?
All prices are displayed inclusive of GST (10% tax). International orders are exempt from this tax, which is removed from the order subtotal after shipping information is entered at the checkout.
Can I pay in my own currency?
We provide the ability to view our online store in your preferred currency, for ease of conversion, however all transactions settle in Australian Dollar (AUD).
How will I know if you have received my order?
After your order is placed, you will receive a notification to your email account that your order has been received. Please note, your order is not confirmed until payment has been received & items prepared for dispatch, at which point a notification to your email account regarding the shipment information will be sent.
When will I receive my order?
Orders within Australia are sent with Express Post and will be received within 1–4 business days for Metropolitan areas, and 3-10 business days for Rural areas.
3 Hour Courier delivery is available within Melbourne Metro, Monday to Friday for orders placed between 9am and 2pm. This service must be elected at the checkout & additional fees apply. International orders will be received within 3–12 business days.
International orders sent via Standard Post will be received within 3 - 10 business days. Express Courier International orders will be received within 2 - 4 business days, and must be elected at the checkout.
Am I able to track my order?
Upon dispatch, all customer will receive notification via email, that includes full tracking information for their parcel. To track your item, visit the Australia Post website, or the postage service website of your country.
How long is my Lucy Folk credit note valid for?
Credit notes are valid for 12 months from the date of issue.
What is your return policy?
Lucy Folk accepts the return of unworn and unused items in their original condition within 14 days of order receipt, for exchange or credit note. Purchases made in store require a proof of purchase and online orders an original order number.
Any Bespoke or Custom pieces are final sale, and cannot be returned for exchange or credit. This does not include pieces that are purchased as Made to Order or Pre-Order through our online store.
If a faulty item is received, please contact our Customer Service team to arrange return via post or in person to the Melbourne or Sydney flagship for assessment.
If the item is deemed to have a manufacturing fault, a repair or replacement will be issued. A refund will be issued if we cannot repair or replace the item.
Do I cover the shipping fees in the return process?
Lucy Folk is not responsible for return shipping costs nor duty reimbursement in the case of international purchases (other than faulty items) for the exchange of change of mind items. It is the responsibility of the customer to cover shipping costs to dispatch their updated order upon exchange of goods.
Do I have to pay import and duty charges?
Import & duty charges are not included in your purchase, and are the responsibility of the customer. For further information around expected duty and taxes when importing to your country, please visit your relevant customs website.
Can I schedule a Bespoke consultation?
Available for appointments in her Melbourne Studio, or on location, when travelling abroad, Lucy Folk meets with clients to establish a creative outlook for each special commission. If unable to meet in person, Bespoke pieces can be created via remote communications. To schedule a one-on-one appointment, please email email@example.com.
How do I contact Customer Care?
Our customer service team are available Monday to Friday, 9am to 5pm AEST via phone or email. Enquiries sent outside of this time will be responded to the following business day. Contact our team here.