Customer Care
Shipping and Handling
We delivery to all locations within Australia and New Zealand via Sendle or Australia Post. Delivery will take between 3-5 working days after dispatch. All designs are handmade. Please allow for 10 days production time in addition to the shipping time
For International Location (See International Delivery)
International orders are sent via Sendle and delivery will take between 10 – 15 working days after dispatch. All designs are handmade. Please allow for 10 days production time in addition to the shipping time. Allow up to 4 weeks to receive your items as delays maybe experienced due to customs clearances.
Please note that customs or importation charges that maybe incurred with international orders are the customer’s responsibility.
International delivery is available to the following countries:
| Europe | North America | Middle East | Asia/Pacific | Africa |
|---|---|---|---|---|
| Austria | Canada | Israel | Brunei | South Africa |
| Italy | United States | Saudi Arabia | China | |
| Belgium | United Arab Emirates | Hong Kong | ||
| Monanco | Japan | |||
| Netherlands | Malaysia | |||
| Denmark | Singapore | |||
| Norway | Thailand | |||
| Finland | Vanuatu | |||
| Poland | Vietnam | |||
| France | New Zealand | |||
| Spain | ||||
| Germany | ||||
| Sweden | ||||
| Greece | ||||
| Switzerland | ||||
| Ireland | ||||
| United Kingdom |
You will receive an email confirming your order. An email confirming shipment and tracking details will also be sent when your order has been dispatched.
Once an order is shipped we are unable to make any changes to the order, delivery address or location. LORISSA TOWEEL takes no liability for orders that are sent to the incorrect address due to customer error or delays experienced due to courier delivery times or international customs clearance.
Once shipped it is the customers responsibility to track the delivery. If any issues arise regarding the delivery of the parcel (lost or damaged), LORISSA TOWEEL will endeavour to rectify this with the courier company and initiate an investigation on your behalf.
Claims for damage sustained during delivery must be made within 5 days of receiving the package. You are required to provide photographic evidence of the damage. The single photograph must include all of the following:
- the packaging
- it must clearly display the reference number on the shipping labels
- indicate the damage to the item.
Claims for non-delivery must be made ASAP and no later than 15 days from the date of its estimated arrival. If a claim is raised outside of 15 days from the delivery date, it may not be processed.
Please forward all delivery enquiries and concerns to orders@lorissatoweel.com, within the timeframes outlined above. Claims that fall outside of these timeframes will not be considered.
All orders come carefully wrapped and packaged into either branded boxes or bags that are placed into an unbranded box (promoting delivery security) for shipping. If you are ordering multiple pieces, these will be wrapped individually but packed into the same gift box/bag.
If you have ordered multiple pieces and your order is a gift requiring separate packaging, please leave us a note on your order at check out or email us directly once you have placed your order at:
orders@lorissatoweel.com
Returns
Unfortunately, we do not offer refunds or exchanges for a ‘change of mind’ or custom pieces which are not defective.
In the unfortunate and unlikely event that the jewellery’s integrity is comprised, of and unsatisfactory standard or where quality is not as expected, please contact orders@lorissatoweel.com as soon as is reasonably practicable.
It is important to note that with all handmade jewellery, each piece will vary in appearance and may even reveal marks left by the makers tools. Furthermore, natural materials will not only vary in appearance but may also continue to be affected by their contact with the various chemicals in the environment and skin. These variations will not be considered terms for a refund or exchange.
Associated postage and redelivery fees will be the responsibility of the buyer. If the items are found warrant a refund, the delivery fees incurred will be reimbursed, provided proof of delivery costs can be furnished. It is recommended that the original protective packaging is used for the return to ensure the items arrive in good order. LORISSA TOWEEL is not responsible for lost, damaged or stolen parcels. For this reason, it is recommended that returns are made via registered post.
Care Instructions
Please store your jewellery in a safe and secure place where the pieces are protected from dust, moisture and direct light which may cause tarnishing and damage. The packaging (pouch/box) that your items were delivered in is ideal, given that the pieces are not stored with other pieces that could put them under pressure.
A good quality polishing cloth is a sound investment. It will keep your jewellery clean and sparkling. It is natural for metals to tarnish and oxidise in reaction to heat, body oils and other chemicals but a regular polish will help maintain the shine.
Do not wear your jewellery while showering, swimming, washing your hands.
Minimise the jewellery’s contact creams, lotions, perfumes, sunscreen and soaps, as they may cause damage.
Silver is a soft metal and subject to force it will warp and potentially break. Necklaces and earrings can kink and snap under pressure. Remove your jewellery before sleeping, working out or carrying heavy items.
Please avoid dropping your jewellery or allowing them to come into contact with hard, abrasive surfaces as this may result in chipping and scratches.
Warranty
Your jewellery comes with a 12-month warranty, from date of purchase, on material and / or workmanship defects or faults.
This warranty does not cover:
- Damage due to wear and tear over time
- Third party repairs, alterations or substitutions,
- Negligence or misuse regarding the recommended care instructions on this page
- Theft, disappearance or loss (including loss of gem stones)
- Any use causing damage or deterioration
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. 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