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Christmas Delivery

We’re seeing significant delays with orders being sent to Western Australia, with transit times of up to 3 weeks due to disruptions in transport caused by current extreme weather and flooding. Please place your orders before Thursday the 8th of December for guaranteed Christmas delivery.

For guaranteed Christmas delivery to the remainder of Australia or International, please ensure you place your order on or before the dates specified below.

Australia

Express Post: Friday 16 December

International

DHL Express Worldwide: Friday 16 December

Shipping

Orders placed before 11am AEST, Monday to Friday will be dispatched the same business day.

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

All domestic orders under $150 AUD incurs a $15 fee for Express Shipping.

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.


Same Day Delivery

We offer a same day delivery service via StarTrack to those who are located within selected metro areas of Melbourne, Victoria and your order is placed prior to 11am AEST.

If your order is eligible for Same Day Delivery, the option will populate in your cart.

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.

Please note Same Day Shipping is not available during promotional periods.


Click & Collect

We offer click & collect for customers that 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.

Please note Click & Collect is not available during promotional periods.


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

We are unable 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

We want you to be completely satisfied with your Lucy Folk purchase and will gladly accept returns on all items within 21 days of receipt for an exchange, credit note or refund. Please ensure your products are in new, unworn, unwashed condition with tags attached. For swimwear all tags and hygiene stickers need to be attached to be eligible for return.

Request a return here.

For instore purchases, please attend your local store with proof of purchase to receive an exchange, credit note or refund.

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

Please direct any questions or concerns regarding our Return Policy to hello@lucyfolk.com or contact +61 3 9007 0507.

How to Process a Return

Head to our Returns Portal to register your return. We offer exchange, credit note and refunds pending your item is within the 21 day returns period.

Exchanges and credit notes are complimentary, if your opt for a refund a $13 return shipping fee will be deducted from your refund.

Faulty Items

If a faulty item is received, please contact our Customer Care team to arrange return. 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.

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.


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

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 are can I use my Welcome discount on?

The following parameters, terms and conditions apply to our Welcome Discount Code, including '*' where this offer is displayed. Products purchased with this code must be under $2000. This code is not applicable to third party, collaboration product, Made To Order, Bespoke or Mes Yeux.

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! 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 internationally?

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.

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) 9007 0507

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) 9007 0507

hello@lucyfolk.com