Australia & New Zealand Shipping Policy
Free Standard Shipping within Australia and New Zealand for all orders, no minimum spend required. You can upgrade to express shipping at checkout for a faster delivery. Once your item has been dispatched we will notify you via email with your tracking number. Please check your spam/junk mail folders for order confirmations and tracking information.
*Indicated delivery timeline does not include weekends, public holidays and any unforeseeable delays on the courier’s end (weather, volume, strike, traffic, etc.)
Additional Re-shipping fees applies, these include packages that are Return to sender or Insufficient address.
We cannot change an address that is already in transit.
We cannot forward packages or ship to forwarding addresses.
International Shipping Policy
Free international delivery for order over AUD $150. For orders under AUD $150 a shipping fee is calculated by your location and will be displayed at check out.
Customs fees are based on your location and your local government, We cannot guarantee you will or will not be charged a custom fee.
Shipping time may vary due to postal service delays - these delays are out of our control and we will do our best to stay updated with unexpected changes.
International Shipping Timeline: Estimated 8-25 business days.
Additional Re-shipping fees apply (based on location) for orders that are returned to us for the following reasons. These include packages that are Return to sender, Insufficient address, unpaid customs and etc.
Return & Change of Mind Policy
To start a return, please message us on the Contact Us page on our website or email us on hello@clublux.com.au. Please provide your order number and a brief explanation of why you are returning the goods. We allow refunds on most sale items, bundles and promotions.
We get it - sometimes something just doesn't work for you and you want your money back. As long as an item is still in its original condition, we accept returns due to change of mind and we will issue you with a store credit.
For change of mind returns we can also refund you via your original payment method and 15% processing fee will be deducted from final refund in order to cover the loss on our end for accommodating this service.
Note, change of mind returns are different to returning a product under the Australian Consumer Law if the product is faulty. There is no legal requirement to offer change of mind returns, we are offering this as a service with fees appliable.
For Australia returns, you can either choose to send back the return yourself or we can provide you with a postage label. Returns postage cost of $10.60 AUD, will be deducted and retained from your overall refund amount to help cover the cost of getting the goods back to us if you choose the latter option.
For New Zealand returns, as we are unable to issue you with an Australia Post return shipping label, please get in touch with us for the return address and lodge your return at your local NZ post offices.
For UK returns, a UK domestic address will be provided to send back returns. (Exchanges only)
For US & Canada returns, a US domestic address will be provided to send back returns. (Exchanges only)
We do not refund shipping fees (where appliable) for returns.
You have 30 days from the day of delivery or the day the order becomes available for collection to return an item to use for a refund. The refund will be issued to your original payment method. Please note our Return & Change of Mind Policy does not apply to:
1. Earrings (Hygiene issue)
2. Personalized items
3. Final clearance items
Your rights under the Australian Consumer Law
The Australian Consumer Law (ACL) is the national law for fair trading and consumer protection. You have rights as a consumer under the ACL in relation to our goods that we cannot exclude. This includes consumer guarantees that our goods will:
- be of acceptable quality and not be faulty or unsafe;
- match their description; and
- be fit for their intended purpose.
Nothing in these Terms is intended to limit or exclude your rights as a consumer under the ACL.
You are entitled to a replacement or refund for a major failure, and for compensation for any other reasonably foreseeable loss or damage caused by our products. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Responsibility
Returned items are your responsibility until they reach us, so make sure they're packed up properly and can't get damaged on the way!
As the parcel remains your responsibility until it arrives back to us, please ensure that you get proof of postage in case you need to contact us about your return.
Its recommended to send your return item via tracked service, just in case it gets lost in transit. (It happens!)
We’re not responsible for any items that are returned to us by mistake. If we’re able to locate them (it’s not always possible) and you’d like these returned to you, we may ask you to cover the delivery cost.
Defect and Issues
If you believe you have received a defective item, contact us within 7 days upon receiving of the package at hello@clublux.com.au with the email titled “Defective Item Received - [Insert Order Number]”.
Together with this e-mail, please provide us with your order number and a clear snapshot of the defect followed by a detailed description of the defect.
Upon receiving your email, our team will assess your situation on a case by case basis. As a guideline to assist our decision making, we will consider compensation for items which fall at least 180 days since your parcel was shipped.
For example, if your parcel was shipped on February 1st, you have 180 days (February 1st - August 1st) to qualify for some form of compensation either by replacements or store credits.
Please note that any personal damaged done to the item in question will not qualify for any compensation. This will be assessed on a case-by-case basis.
Items who have exceeded the 180 day grace period, will not be entitled to any form of compensation as we believe any damages occurred after, will be the customers responsibility.
Exchanges
If you need your new item quickly we recommend to reorder the correct size/style and then return your item. We are able to facilitate exchanges however this is a longer process as we must receive and check over the return before the exchange is processed.
Your exchange will only ship once our team has confirmed received the correct items you are exchanging. We cannot ship your exchange before we receive the original items in your order. The exchanging items must be clean, unworn and shipping with original packaging to be accepted. After exchange is requested the package must be shipped to us within 5 business days.
Due to high demand we cannot guarantee the items your originally purchased will be available to exchange later.
International exchanges - Will be required to pay the shipping fees in order to exchange their items.
We do not pay for the return shipping unless the products are faulty upon receiving (must contact us within 5 days) or the wrong products being sent.
Refunds
If your return is approved, you’ll be automatically refunded to your original payment method. Please allow 5-7 working days for funds to go back on your original payment’s method. If you are returning your item past the 30 day period from the day which return/refund request was made you will be refunded via CLUB LUX Jewellery store credit.
Items purchased during promotions
Any purchases made during any of our FREE item promotional periods including 3 for 2/Free Ring/Free Earrings all items must be returned in order to receive a refund.
International exchange
You will be required to pay the shipping fees in order to exchange the items. You will need to return an item via your own method of postage please send the item tracked and keep your receipt as proof of return. We are unable to take responsibility for any lost items not sent tracked or loss of returns receipts.
Replacement/Warranty
If your item is damaged (e.g. stones has fallen out/chain has snapped) within 30 days of delivery we will gladly replace your item and send your another for free.(Replacement of original item and original size only)
Requirements for Claiming your warranty
The details of your items and order number including pictures of item is required to claim your replacement in addition to your order being within the 30 days from your delivery date. Due to high demand we cannot guarantee the size or item you will need to replace will be available.