Returns & Exchanges
At Deluxur it is our desire to give you a confident and satisfactory shopping experience.
We ensure that all your custom made handpieces are delivered to your desired destination in time.
Every detail that pertains to your order is recorded and worked on in order to meet your precise preferences. Every piece of jewellery is designed to meet your exact requirements.
Since all personalised necklaces are uniquely designed and made to an individual's specifications, these pieces normally cannot be sold to other clients if returned and therefore not refunded.
Personalised products are created on demand upon purchase, so we’ll be happy to replace or refund your personalised order if it arrives damaged. In the rare case of that happening please contact us and include order number along with a photo of the issue for quick processing. We regret that personalised products can’t be returned for a refund or any other reasons. No refund for delayed deliveries, it is out of our control.
It is therefore imperative that you get to ensure that all details contained in your order are correct before we begin the production. Make sure that the spellings for names that need to be handstamped are correct as well as the colour, dimensions and any other important details regarding your order and assembling the discs.
We accept unworn/unpersonalised returns and/or exchanges within 28 days of when your package was delivered within Australia with the following exceptions:
- All personalised pieces are final sale, no refund will be given.
- Earrings are final sale
Please contact us for a return/exchange/repair: info@deluxur.com.au. For faster service please provide us with your Order No. and contact information.
If for some reason an item arrives damaged, please contact us and send photos of the damage. We will send replacements in exchange for the damaged product as soon as you return the item back to us within 15 days.
Returns will be handled on a case by case basis. In the instance that you return your damaged item in original package, your refund will be made as soon as we receive the returned product between 7-14 business days. Please note that there will be a 25% restocking fee on all items if returned incomplete and 20% restocking fees for personalised items.
Please Note: Shipping and handling for returned items is the buyer's expense.
Exchanges
- You can replace faulty item or If you didn’t order the correct length and you're looking for the perfect size. You can send it back to us within 28 days only and we will either replace or adjust it for you here in the studio. Or you can purchase extender here with us. Whichever comes easier and more affordable for you. Please note no replacement of faulty items after 28 days from the day your order received. Before you send the item back to us you must first contact us for exchange/return: info@deluxur.com.au. and provide your Order No., Contact Information and image of damages.
- We charge a re-making fee of $30 p/h for each item we have to adjust or a small repair plus postage. Complete re-making of the whole item will be handled on a case by case basis and a quote will be provided.