Frequently Asked Questions

All our orders are shipped via Australia Post with tracking provided. We offer both Standard and Express options:

Australian Shipping: Standard shipping is $10.95, Express shipping is a flat rate of $15.35 Australia-wide. Our shipping is flat rate, meaning you never pay more than the advertised price for Australia-wide deliveries.

Orders over $99 qualify for Free Standard Shipping.

Love Story products are in stock in Newcastle, NSW. We generally ship the same day for orders placed before noon NSW Time on business days.

A small number of items have a 3-7 day turnaround (typically some 9ct, 18ct, and sterling silver pieces). Our website will show an estimated delivery date on the product page, cart page, and checkout page.

After dispatch, couriers attempt to deliver as quickly as possible. You’ll receive a tracking number via email once dispatched.

Most Australian customers who select standard postage receive their order within 5 business days of dispatch. In some cases, due to high demand in Australia Post’s network, it can take up to 14 days. Please contact us if your order hasn’t arrived within 14 business days.

Select express shipping if you need a quicker turnaround. Please reach out if you need your item faster than the dates shown.

We love serving our international customers! Our website automatically calculates shipping costs at checkout for New Zealand and USA customers after your address is entered.

If your country isn’t shown as an option, please reach out to us via our contact page, and we can arrange to ship your new favourite products to you. There may be times when we cannot ship to your country due to factors outside our control.

To keep our postage flat rate, we do not part-ship orders, which ensures we won’t have to raise our postage prices for all customers.

If you’re happy to pay the shipping charge for multiple shipments, we can arrange this. Reply to your order confirmation email, and we can send through an invoice.

Before ordering, we recommend reaching out if you need an item before a set date or event. This allows us to move your order to the top of the production queue and advise which shipping method is best.

If you’ve already placed your order and tracking indicates it may not arrive on time, we’re at the mercy of the couriers and cannot expedite it through their system.

We cannot offer a refund in cases where an order hasn’t arrived in time for a date or event.

All orders are shipped via Australia Post with tracking. The Australia Post MyPost app is brilliant for keeping an eye on your delivery—we highly recommend downloading it.

The driver will sometimes leave your delivery in a safe place and take a photo (visible in the MyPost app). If you’re not home and there’s no safe place, your item will be taken to the nearest post office. You’ll need to collect it within 5 business days.

If the item isn’t collected after several days, it’s returned to us. Once we receive it back, we’ll reach out to arrange redelivery fees.

If your package is returned by the courier for any reason (incorrect address, not collected, etc.), we can arrange redelivery with your selected postage method. This will incur an additional cost, as we’re charged again by the couriers.

To ensure you receive the lowest price possible, we recommend ordering directly through our website.

If you’re having issues, our friendly team can help through live chat during business hours or via phone (02) 4058 5818. However, we only accept orders directly through our website. We can guide you on how to order on our website or over the phone.

We have handy sizing guides that allow you to find your correct size quickly. Click here to access our sizing guides.

Love Story uses hypoallergenic and non-tarnishing metal only in our lockets. Our lockets will not tarnish. This also keeps your Love Story Locket affordable for everyone to own.

To ensure your stunning Love Story jewellery with crystals stays beautiful throughout its life, we recommend not wearing these pieces in steam or water.

The size of each floating charm is described in the description; charms range from 4mm to 14mm, with most being standard 8mm charms.

We suggest approximately 6 x 8mm floating charms for our 30mm Love Story Lockets. Don’t worry—each floating locket can be opened to swap charms later.

Once you begin entering text in the text box, the writing will show up below in the font you’ve selected. It will also change when you change the font, without needing to re-enter the text.

The quality of the photos supplied has much to do with the result. We’ve gone into great detail to let you know which images will produce the best results.

For the best results, please follow our guide by clicking here.

If the product allows this option, you can find it in the drop-down menu on the product page.

Currently, Love Story does not offer engraving of licensed logos, such as the NRL. If you’re interested in having your business logo engraved, please get in touch so we can help.

Our ready-made keyrings, charms, and other jewellery pieces are licensed products that we’ve purchased from our suppliers.

To keep our prices as low as possible for all customers and our turnaround just as quick, we don’t offer free artwork proofs or consultations before an order is placed. This ensures our focus is on your orders and that we’re genuinely offering the lowest price possible.

In many cases, our website will have a photo showcasing the item and display an example of the artwork required for engraving or printing.

If you’d like an artwork proof before placing your order, we can do this for a low fee. Please note that this does not include revisions or changes to your existing graphics. Please reach out to arrange an invoice.

To aid in understanding what an artwork proof is and why you may need one, we’ve put together a handy guide.

Click here to read the guide.

Yes, absolutely. Once you enter your local postcode at checkout, you can choose Local Pickup. If your postcode doesn’t allow this on our website and you wish to pick it up, please email hello@lovestory.com.au.

Click and collect orders will receive a text message when your order is ready for collection.

Collection times:
Monday – 8am till 2pm
Tuesday – CLOSED
Wednesday – 8am till 2pm
Thursday – 8am till 2pm
Friday – 8am till 2pm
Closed weekends and public holidays

Other times may be available if needed.