FREQUENTLY ASKED QUESTIONS

 
PLACING AN ORDER:

Can I change my order?
An order can not be changed once it has been placed. If you change your mind about something, please contact us as soon as possible through the contact link with reference to your order number sent by email.

Can I add items to my order?
You can not add items to an order once it has been placed.

I've added the incorrect shipping address; how do I change it?
Please contact us and provide us with the order number and correct address.

How do I know if an item is out of stock?
Although we do our best to display correct stock levels, error may occur and on rare occasions an item can be out of stock. In case of this you will be informed by e-mail. 


SHIPPING AND DELIVERY:

Where are my items shipped from?
We ship our products from Perth, Australia

Can I track and trace my shipment?
As soon as your items are shipped, you will receive an email with shipping information and a tracking number. Please click the link in the email to track your shipment or simply enter the tracking number on the courier’s homepage.

When do I receive the tracking number?
Once your order has been dispatched, you will receive an email containing a tracking number. Delivery time is normally 1-5 business days, depending on your country of delivery. Please note that delivery may take slightly longer at peak times such as sales and holidays.


RETURNS AND EXCHANGES:

How do I return an item?
1 ) Follow the instructions on the contact page to send through an email

2 ) Make sure that the jewellery is packed neatly in their original jewellery boxes.  
3 ) Add your order confirmation in the shipment
4 ) Clarify on the customs declaration on the outside of the package that it is a return and value is 0.
5 ) Return your order to : LucieGroom Jewellery, 170 Alma Road, North Perth, 6006. Australia.

 

Can I exchange to another item?
Unfortunately, it is not possible to swap to another item online, so you want to order a new style, return your purchased style and place a new order. 

Will I have to pay for the return myself?
As of now, we are unfortunately not able to offer free returns or exchanges. Please note that while you are free to choose which shipment method to use when returning items to us, it is your responsibility to ensure that the items reach us safely.

I received an item as a gift. Can I return it?
If the gift was bought from us online, you can return it within 14 days upon delivery. We require the name of the person that bought the gift, and also that the item is in its original condition with all the tags still attached.

The refund will be issued after receiving the returned item and after it has been inspected for any signs of wear and tear. The refund is made using the same payment method used at purchase. Normally it takes between 3-8 days before the refund is complete. Be aware, however, that there may be a longer processing time in the Christmas period.

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