At Love Story Jewellery, we are dedicated to creating treasured pieces of jewellery that you will love. However, we understand that sometimes a return or exchange is necessary. Our policy is designed to be fair and transparent, with your rights respected.

Policy Summary

  • Faulty or Damaged Items: If your item has a major fault, you are entitled to a refund or replacement under Australian Consumer Law. Please contact us immediately so we can help. This is detailed further below.
  • Change of Mind: For non-personalised items, you can return them within 7 days of delivery for a refund, less a 20% restocking fee. Personalised items are not eligible for change-of-mind returns.
  • Incorrect Size / Exchanges: We can exchange non-personalised items for a different size. The customer is responsible for all tracked shipping costs.

Change of Mind Returns

If you have changed your mind about a purchase, we are happy to help under the following conditions:

  • Eligibility: The item must be a non-personalised, standard stock item.
  • Condition: The item must be in its new, unused, and sellable condition.
  • Timeframe: You must contact us to initiate the return within 7 days of your order being delivered.

A 20% restocking and handling fee will be deducted from your refund to cover processing costs. Original and return postage costs are non-refundable.

Please Note: We are unable to accept returns for personalised or pre-order items if you simply change your mind. We appreciate your understanding.

Exchanges for Incorrect Size

Ordered the wrong size? We can arrange an exchange for a new size, provided the item is:

  1. A non-personalised item.
  2. In new, unused, and sellable condition.

Please contact us to arrange the exchange. You will be responsible for the tracked shipping costs to return the original item to us, as well as the shipping cost for the new size to be sent to you. Our team will provide you with instructions on how to process the return and pay for the redelivery.

How to Start a Return or Exchange

  1. Contact Us First: Please email our team at hello@lovestory.com.au with your order number and the reason for your return/exchange. We will provide you with further instructions.
  2. Package Your Item: Ensure the item is packaged securely to prevent damage during transit.
  3. Ship with Tracking: Send your return using a tracked postage service. Love Story Jewellery is not responsible for items that are lost or damaged in transit, so tracking is essential for your protection.

Refund Processing Times

Once your return is received and inspected by our team, we will notify you of the approval of your refund.

Please allow 3-5 business days for us to process the return. From there, it can take an additional 5-10 business days for the refund to appear in your account, depending on your bank’s processing times. We will process your refund as quickly as possible.

Your Rights Under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. A major failure includes when an item:

  • Has a problem that would have stopped someone from buying it if they’d known about it.
  • Is significantly different from the sample or description.
  • Is substantially unfit for its common purpose and can’t easily be fixed within a reasonable time.
  • Is unsafe.

If you believe your jewellery has a major fault, please contact us immediately at hello@lovestory.com.au with your order number and photos of the issue. We will work with you to provide a replacement, repair, or full refund.