Frequently Asked Questions

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

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.

Given our commitment to craftsmanship & quality, these pieces can take approximately 6-8 weeks to complete and ship. A notification of shipment will be delivered to your email account once your piece is dispatched.

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.

Yes, we ship worldwide. Find out more information in our shipping section.

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.

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.

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.

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 outside of Australia and customers will be emailed tracking information.

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.

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.