Frequently Asked Questions
What payment methods are accepted?
We accept payment by Visa, Mastercard, American Express, PayPal 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 6-8 weeks to complete and ship. A notification of shipment will be delivered to your email account once your piece is dispatched.
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. Find out more information in our shipping section.
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.
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 outside of Australia and customers will be emailed tracking information.
Can I schedule a bespoke consultation?
Our Head of Jewellery Design, Craig Spark take commission appointments in the Melbourne and Sydney studios, or virtually.
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.
My cuff snapped, how can I have it repaired?
Cuffs can break if they've been bent or stretched when putting on, taking off, or tightening. This weakens the metal over time and may cause it to snap.
We can repair it, the sterling silver base will be mended and re-coated with 18ct Yellow Gold. Repairs cost $225 and take around 2–3 weeks.
To repair your cuff, drop it into one of our stores or post it to:
LUCY FOLK Repairs
151 Albert Street
Windsor, VIC, 3181
Include a note with your contact details and the reason for return.