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Shipping


Current Shipping Delays

Due to the impacts of Covid-19 the Postal Service is experiencing an overwhelming volume of parcels as well as interruptions to regular operations. Please expect the possibility of delays for all domestic deliveries. Up to date information is accessible at www.australiapost.com.au


Shipping

Orders placed before 11am AEST, Monday to Friday will be dispatched the same business day. Please note, we do not ship on weekends, Victorian or Australian National public holidays. Orders placed during this time will be processed the next available business day.

All domestic orders over $150 AUD are eligible for Free Standard Shipping.

Express Shipping via Australia post (1-2 business days) - $15

Standard Shipping via Australia post (2-5 business days) - $10

We offer complimentary DHL express shipping on all jewellery purchases over $1,000 AUD. All orders receive full tracking information, communicated via email at the time of dispatch. All orders require a signature upon delivery unless otherwise stated by the customer.


Same Day Delivery

We offer a same day delivery service via StarTrack to those who are located within selected metro areas of Melbourne, Victoria.

Orders placed before 11am AEST, Monday to Friday will be dispatched the same business day. Please note, we do not ship on weekends, Victorian or Australian National public holidays. Orders placed during this time will be processed the next available business day.

All orders placed for same day delivery will receive full tracking information, communicated via email at the time of dispatch. All orders require a signature upon delivery.

If you are eligible for same-day delivery services the option will populate in the cart. If you need any further information please contact hello@lucyfolk.com.


Click & Collect

We offer click & collect to those who are located within selected metro areas of Melbourne, Victoria.

Orders placed before 11am AEST will be available for pick up from 3:00pm- 5:00pm on the date of order, or alternatively the following day at 10:00am - 5:00pm at the Lucy Folk Salon.


Rest Of The World

All international orders are shipped via DHL Express Worldwide. Orders over $500 are eligible for free shipping. Orders under the value of $50 AUD are subject to a $30 AUD shipping fee.

Please note that all orders may be subjected to duties and taxes upon arrival. These charges are determined by your local customs authority and include:

· The sales tax applied by your area for purchases from Australia

· Duties charged for processing by your country

Unfortunately, we are not able to estimate the amount of duties and taxes your package will incur as these are directly imposed by your local customs authority. These charges are to be paid upon the arrival of your parcel, Lucy Folk, being an Australian company, has no authority or influence over these charges which are payable by the receiver. Payment of these is necessary to release your order from customs. For more information, please contact your local customs office.

The customer is responsible for any return shipping costs for international returns.

All orders receive full tracking information, communicated via email at the time dispatch. For tracking enquiries, please contact DHL.

Returns Policy

The Lucy Folk Online store accepts the return of unworn and unused items in their original condition upon presentation of the original invoice within 21 days of order receipt for a refund.

Online purchases can only be returned for a refund via post to the Lucy Folk Head Office. Online purchases are not eligible for exchange.

Purchases made at Lucy Folk retail stores can be returned for an exchange or credit note at any physical store location within 14 days with proof of purchase. In store returns are not eligible for a refund for change of mind.

Lucy Folk cannot be held liable for return parcels that are lost. In turn, we recommend returning the parcel using a registered postal service.

Any Bespoke or Made to Order pieces are final sale and cannot be returned for exchange or credit. 

Please direct any questions or concerns regarding our Return Policy to hello@lucyfolk.com or contact +61 3 4240 5013.

How to Process a Return

Customers are required to return their items for arrival within 21 days from the date of purchase in order for a refund to be successfully processed.

Return can be processed by customers via our Australia Post Returns Portal (Domestic returns only) for $13. Cost will be deducted from your refund. 


Australia Post Returns Portal $13  (Domestic Returns)

1. Register your return through our return portal at 

https://return.auspost.com.au/LUCY_FOLK_JEWELLERY

2. Print out the parcel label at home or at your local Post Office

3. Drop your return at any Australia Post Office or Post Office box 

4. Upon processing $13 will be deducted from your refund

Or

Returns must be sent via Express Post or Registered Post and directed to:

Lucy Folk Returns

151 Albert Street, Windsor, VIC 3181, Australia

+61 3 4240 5013

Please keep an eye on your tracking number to ensure the safe arrival of your parcel and allow up 1 – 5 business days for your return to be processed once the item has arrived at our head office. Lucy Folk reserves the right to deny a return if it does not meet our returns policy.

Please note, Lucy Folk will not be 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.

Faulty Items

If a faulty item is received, please contact our Customer Care team to arrange return via post or in person to our Melbourne or Sydney stores 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.

Return postage of items with manufacturing faults will be covered by Lucy Folk.

Please consider and follow the recommended care instructions for all Lucy Folk items, as those considered faulty due to reasonable general wear and tear or customer mistreatment will not be considered for replacement or refund.

Lucy Folk offers, where able and with costs incurred by the customer, the repair of faulty items considered that of reasonable general wear and tear or customer mistreatment.

Product Care

Each individual Lucy Folk product requires specific care. The following Care Guide outlines this in detail.


Jewellery

Gold, Platinum 

Gold has a tendency to scratch, so extra care should be taken when wearing and cleaning to maintain quality and appearance.

Between professional servicing, gold and platinum pieces can be maintained with a non-abrasive cleaner. Gold can easily be cleaned using warm, sudsy water and a soft, gentle brush.

Be sure to rinse well after brushing and dry completely using a soft cloth before wearing.

Avoid exposing gold jewellery to perfume, cosmetics, household bleach or chlorine as it can cause discolouration and possible disintegration.


Sterling Silver 

Sterling Silver that is regularly worn typically requires less care, so we strongly encourage you to wear your silver everyday.

Sterling Silver tarnishes rapidly when exposed to salty air, chlorine, household chemicals and products containing sulphur. To remove tarnish, we recommend a non-abrasive silver polish.

Sterling Silver can be cleaned using a quality polish. Begin by using a soft cloth or sponge to apply the polish. Rub each piece gently but firmly lengthwise, using straight, even strokes.

A small brush, with natural bristles can be utilised for hard to reach surfaces. Wash in sudsy water, ensuring all polish is removed. Rinse well in warm water, dry thoroughly and buff gentle with a soft cloth.

Plated Metals

Although plated metals are more susceptible to chipping and colour fade, taking special care during wear and cleaning can dramatically extend the period between re-plating.

We strongly recommend avoiding extreme temperatures, over exposure to bright light, perfumes, chlorine, cosmetics, ultrasonic cleaning and household chemicals.

Always remove plated jewellery prior to exercise, showering, moisturising and swimming. Take care to protect your plated jewellery from impact against hard or abrasive surfaces. Avoid stacking rings and/or bracelets that may be vulnerable to abrasion.

Plated jewellery is the best cleaned with warm water and a very soft brush. Add a mild soap to water only if necessary. Dry with a soft cloth and use a jewellery cleaning cloth to finish.

Ensure plated pieces are stored in the protective box or pouch provided between wear.


Chains

Lucy Folk is careful to use only quality materials to create all pieces with exceptional craftsmanship however, delicate chains can break if pulled or snagged with force.

Between wears, we recommend storing all chains in the provided protective box or pouch, with clasps secured to avoid tangling or knots.

Avoid exposing chains to perfumes, cosmetics, chlorine and saltwater as this may cause colour deterioration or tarnishing of metals.


Gemstones

Examine your jewellery regularly to ensure settings are snug and clasps and joinings are secure.

Take care to protect your jewellery from impact against hard or abrasive surfaces. Avoid snagging prong settings on clothing as this may cause a loosening of the setting, risking the loss of a gemstone.

Extreme temperatures, over exposure to bright light, ultrasonic cleaning and household chemicals can damage or discolour gemstones.

Diamonds are best cleaned using a soft brush and a solution of six parts warm water to one-part ammonia. Be sure to rinse thoroughly after cleaning and dry with a soft cloth before wear.


Pearls

Between professional cleanings, wipe pearls gently with a lint free cloth and store in the protective box or pouch provided. Do not store pearls in an airtight container or immerse in water.

Avoid sudden temperature changes and contact with cosmetics, exposure to bright light, ultrasonic cleaning, hairspray, perfume or household chemicals. Furthermore, abrasive surfaces may damage the smooth finish of the pearls and should be avoided.

Eyewear

To prolong the life of your Lucy Folk eyewear, we recommend cleaning the lens carefully with the cleaning cloth provided and a gentle lens solution. Cleaning the lens when dry can cause dust particles to damage the surface layer.

Take care not to overextend the armbands when putting on your eyewear and avoid wearing the eyewear on the crown of your head as this may damage the securing screws. Eyewear chains may break if pulled or snagged with force.

Avoid exposing the eyewear chain to perfume, cosmetics, chlorine and salt water as this may cause the colour to deteriorate.

We recommend servicing eyewear with a reputable optometrist and storing securely in the provided pouch between wears.


Cocktail Clutches 

Lucy Folk cocktail clutches are made with high quality plastic beads and wiring that is sturdy and durable.

We recommend avoiding hard impact, as this can put stress on the wired stitching and lead to damage or even breakage.

Avoid abrasive surfaces, as this can cause the beads to erode and diminish the colour.


Cuffs 

All Cuffs We love that you love me so to take the best care of me, please find a comfortable shape and keep me there. Repeatedly bending or flexing me will create a weak spot and I will break. Taking me on and off is easy, simply slip me over the opening of the wrist just below the thumb, and twist... To keep me all shiny and new, please follow the above care instructions, dependent on the metal of choice.



Anchovy Cuff 

Like an anchovy, repeatedly bending or flexing me will create a weak spot and I will break. Taking me on and off is easy, simply slip me over the opening of the wrist just below the thumb, and twist...

Apparel & Accessories 

All Lucy Folk textile products have a label attached that advises the composition and most appropriate care instructions for apparel and soft accessories.

Where possible we recommend hand washing or eco-friendly dry-cleaning to maintain the quality of each item. This will also reduce exposure to potentially harsh chemicals and improve the item’s longevity.


Embroidery

All embroidered products are delicate and individual due to the nature of this technique.

For any product that is embroidered we recommend avoiding contact with abrasive surfaces.

Embroidered items must be hand washed in cold water or dry cleaned.

Do not machine wash or tumble dry unless it is on the care label as this may damage the design or cause shrinkage.


Handwoven Product 

These products are delicate and individual due to the artisanal nature of hand-weaving.

For any product that is handwoven we recommend avoiding contact with abrasive surfaces as this can cause pulls or strain in the fabric.

These items specify on their care label whether they should be hand washed or dry-cleaned as this is dependent on the fabric composition.


Towel Product 

The terry pile that is integral to our quality towelling fabric can be delicate.

We recommend avoiding contact with abrasive surfaces as this may cause pulls in the fabric. If this does occur, do not cut the threads.

These can be threaded back into the fabric weave with a standard sewing needle.

These items are able to be gently machine washed in cold water however do not tumble dry as this may cause the item to shrink.

FAQ


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 at hello@lucyfolk.com


What payment methods are accepted?

We accept payment by Visa, Mastercard, American Express and Afterpay.


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?

Given our commitment to craftsmanship & quality, these pieces can take approximately 4–6 weeks to complete and ship.

A notification of shipment will be delivered to your email account once your piece is dispatched.

If you require a faster turnaround time, please contact us via phone or email prior to placing your order and we’ll do everything we can to meet your special time frame. bespoke@lucyfolk.com

What is a pre-order?

Occasionally, we produce some products in very limited quantities so to avoid disappointment, we offer customers a Pre-Order service. Pre-order allows you to secure your purchase, ahead of the piece being available for delivery.

Full payment is required for Pre-order, and notification of shipment will be delivered to your email account once dispatched.

For information about the expected delivery time, please refer to the Details tab on the product page.


In what packaging will my purchase be delivered? 

All Lucy Folk products are shipped in beautiful custom made branded packaging.

Necklaces, Bracelets, Earrings, Rings and Pendants arrive in a purpose made jewellery box.

All accessories arrive in a Lucy Folk cloth bag.

Each pair of sunglasses is delivered in a leather sleeve pouch complete with a Lucy Folk cleaning cloth.

Can I include a personalised gift message with my purchase? 

Yes definitely.

You will be given the opportunity to write a personalised gift message at the checkout. Messages are handwritten & included with your purchase.

Where a gift message is requested, these orders 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 and 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.

For further information about expected duty and taxes when importing to your country, please visit your relevant customs website.

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 this point a notification will be sent to your email account regarding the shipment information and tracking link.

When will I receive my order?

Orders within Australia are sent with Express Post, or Standard Post. Express Post will be received within 1–4 business days for Metropolitan areas, and 3-10 business days for Rural areas. For standard post, please allow 3-5 business days for Metropolitan areas, and 5-10 business days for Rural areas. All orders placed outside of Australia will be sent via DHL Express and will be received within 1-4 business days.

Am I able to track my order?

Yes definitely. Upon dispatch, customers will receive notification via email that includes full tracking information for their parcel.

Australian customers can visit the Australia Post website to track their order.

DHL is used for orders dispatched to New Zealand and customers will be emailed tracking information.

How do I purchase an online gift card? 

To make a purchase for an online gift card through the Lucy Folk online store, simply select the product, 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 Customer Care.

Please note, all gift cards are delivered by email to the recipient at the time of purchase and contain instructions for redemption at the online checkout. Gift Cards are valid for 3 years (36 months) from the date of purchase. Online purchased Gift Cards are valid exclusively for use through the Lucy Folk website.

Can I schedule a bespoke consultation? 

Lucy Folk and or the Head of Jewellery Design, Craig Spark take commission appointments in the Melbourne and Sydney studios, or on location when travelling abroad. Appointments can also be arranged via remote communications.

To schedule a one-on-one appointment to commission your special bespoke piece, please email bespoke@lucyfolk.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 wonderful Customer Care team here.

Measurement Guide

Inner Diameter

Use the table below to find your ring size. The most accurate sizing is determined by measuring the inner diameter of your ring in millimetres (mm) using a ruler.

Size Conversion Chart

UK/AU I J K L M O Q R S
US
FR 47¾ 49 50 51¾ 52¾ 55¼ 57¾ 59 60¼
IT 8 8.75 10 11.25 12.5 15 17.5 19 20.25
Millimetres 15.29 15.49 15.9 16.31 16.71 17.53 18.34 18.75 19.15
Inches 0.602 0.61 0.626 0.642 0.658 0.69 0.722 0.738 0.754

Still not sure what size?

Our team can answer all of your questions about sizing. To learn more contact customer service.

 

Call Us+61 (3) 4240 5013

hello@lucyfolk.com

Looking for something bespoke?

Lucy Folk offers a unique customisation service on selected items. To discover more or schedule a bespoke consultation contact us.

 

bespoke@lucyfolk.com

Sizing varies between our items, so we recommend using the graph below to determine your ideal size and comparing these measurements to similar item that you already own. Additional style and fit details are included in the product page ”Size & Fit” tab.

All measurements below are taken of the item lying flat.

Global Size Conversion Chart

Size XS S M L XL
US 2 4 6 8 10
UK 6 8 10 12 14
IT 38 40 42 44 46
FR 34 36 38 40 42
EU 38 40 42 44 46
AU 6 8 10 12 14
RU 40 42 44 46 48
JP 5 7 9 11 13

Still not sure what size?

Our team can answer all of your questions about sizing. To learn more contact customer service.

 

Call Us+61 (3) 4240 5013

hello@lucyfolk.com