QUESTIONS & ANSWERS
FREQUENTLY ASKED QUESTIONS
Q. How Long Does It Take To Process My Order?
Orders are processed Monday through Friday, excluding U.S. federal holidays. Orders received before 2:00 PM Eastern Time (ET) may begin processing the same business day. Orders received after this time will begin processing on the next business day.
Please allow approximately 1–3 business days for processing and quality checks before dispatch.
Q. What Shipping Options Do You Offer?
We offer:
Free U.S. Shipping: Approximately 4–7 business days after dispatch
Orders are dispatched from the United States using USPS or another suitable U.S. carrier.
Delivery timeframes are estimates and may be affected by carrier delays, holidays, severe weather or other circumstances outside our control.
Q. How Do I Track My Order?
A: Once your order has been dispatched, you’ll receive a shipping confirmation email containing your tracking number and a link to follow the delivery.
Tracking information may require additional time to update after the carrier receives the package.
Q. What If My Package Is Lost Or Damaged?
Customers who select Express + Insured Shipping are fully covered for loss or theft during transit. For Free or Standard Shipping, Luvella is not responsible once the carrier marks the order as “Delivered.”
Q. Can I Change My Shipping Address After Placing An Order?
Yes, if your order hasn’t been dispatched. Please contact support@luvella.com.au within 24 hours of placing your order.
Q. Do You Deliver On Weekends Or Public Holidays?
No, deliveries are only made on business days (Monday to Friday).
Q. Can I return an item if I change my mind?
Eligible non-personalized products may be returned within 30 days of delivery if they are unused, unworn, in their original condition and returned with their original packaging.
Customized, engraved and personalized jewelry cannot be returned for a change of mind because it is made specifically for the customer. This does not apply when an item arrives damaged, defective or different from what was ordered.
Q. How do I return an item?
Email support@luvellagifts.com with your order number and reason for the return.
Please do not send an item back before receiving return instructions. Unauthorized returns may not be accepted.
For eligible change-of-mind returns, return shipping costs are the customer’s responsibility. If your item arrived damaged, defective or incorrect, contact us and we’ll work with you to resolve the issue.
Q. What if my order is damaged or incorrect?
Contact support@luvellagifts.com as soon as possible. Please include your order number, a description of the problem and clear photographs showing the item and issue.
After reviewing the claim, we may arrange an appropriate replacement, repair or refund.
Q. Can I get a refund for personalised items?
Personalized products are custom-made specifically for you, so we do not accept returns or provide refunds for a change of mind.
If your personalized product arrives damaged, defective or different from what you ordered, contact us and we’ll work with you to resolve the issue.
Q. Are earrings returnable?
For hygiene reasons, earrings are final sale and cannot be returned or exchanged for a change of mind. This does not affect your rights if the earrings arrive damaged, defective or incorrect.
Q. Can I change or cancel my order?
Contact support@luvellagifts.com immediately.
We may be able to change or cancel an order if processing or production has not started. Once an order has entered production, been personalized or been dispatched, changes and cancellations may no longer be possible.
Submitting a cancellation request does not guarantee that the order can be canceled.
Q. What if my order has a spelling or customisation error?
Customers are responsible for checking all names, dates, messages, photographs, spelling and other personalization details before submitting an order.
If the product you receive does not match the personalization information submitted with your order, email support@luvellagifts.com with your order number and a clear photograph. We’ll review the issue and arrange an appropriate correction or replacement.
Q. Q: What payment methods do you accept?
A: We accept:
- Visa
- Mastercard
- American Express
- PayPal
- Google Pay
- Apple Pay
- Shop Pay
Available payment methods may vary depending on your device, location and checkout eligibility. Payments on our U.S. website are processed in United States Dollars (USD).
Q. Is my payment secure?
Yes. All transactions are encrypted and processed through trusted third-party gateways. Luvella does not store your credit card details.
Q. What should I do if my payment fails?
A: Check that your card number, expiration date, security code and billing address are correct. You can also try another available payment method.
If the issue continues, contact support@luvellagifts.com.
Q. When will I receive my order confirmation?
A: You’ll receive an order confirmation email after your order has been successfully submitted. Please check your spam or junk folder if it does not appear in your inbox.
An order confirmation acknowledges that we have received your order but does not guarantee acceptance or shipment.
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Non-allergenic Non-tarnishing
The perfect Gift for every occasion
Shipped from USA
Purpose driven Jewellery