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PREGUNTAS FRECUENTES

  • Where are you based?
    Luisa Farah is based in Wellington, New Zealand
  • What is Luisa Farah jewellery made of?
    Our jewellery is made using recycled 925 sterling silver.
  • What does "recycled sterling silver" mean?
    Recycled sterling silver refers to the use of previously used or reclaimed silver in the creation of our jewellery pieces. It involves taking silver materials that have been sourced from various recycled sources, such as old jewellery, industrial byproducts, and electronic components, and reprocessing them to create new silver products.
  • Why do you use recycled sterling silver?
    We are committed to promoting sustainability and reducing the environmental impact of our jewellery production. By using recycled sterling silver, we can minimize the need for new silver mining, which helps conserve natural resources, reduce energy consumption, and lower carbon emissions associated with mining processes. It also helps to decrease the amount of waste generated and supports the concept of a circular economy.
  • Is recycled sterling silver of the same quality as traditional sterling silver?
    Yes, recycled sterling silver is of the same high quality as traditional sterling silver. The silver content and purity of recycled sterling silver are equivalent to that of freshly mined silver. Our jewellery pieces undergo thorough quality control to ensure they meet the highest standards.
  • Can I customise an order?
    Unfortunately no you can't but we hope to add the choice to get a custom order soon... so stay tuned!
  • How do I take care of my jewellery?
    To maintain the beauty of your jewellery, it is important to handle it delicately. We recommend refraining from swimming, bathing, or showering while wearing your jewellery. To keep it looking its best, we recommend using a soft cloth to clean it when needed. Avoid bending the jewelry to prevent potential damage or distortion. It's important to keep your jewellery away from oils, lotions, and perfumes, as these substances can accelerate oxidation. Luisa Farah is not responsible for the maintenance of the purchased jewellery. It is the customer's responsibility to properly care for and handle their jewellery to ensure its longevity.
  • Can I shower or wash my hands with my sterling silver jewelry?
    We recommend removing your jewellery before showering or washing your hands. Exposure to water, especially when combined with harsh chemicals present in soaps and shampoos, can potentially cause tarnishing and damage to the jewellery over time. To ensure the longevity and beauty of your pieces, it is best to avoid contact with water during these activities.
  • How long will my jewellery last?
    The lifespan of your jewellery depends on how well you care for it and how often you wear it. By following proper care instructions, such as avoiding contact with moisture and chemicals, storing it properly, and cleaning it regularly, your pieces can last for many years. However, please note that natural wear and tear may occur over time.
  • Can I use perfume and moisturizers while wearing my jewellery?
    We recommend applying perfume to your clothes and allowing moisturizers to fully absorb into your skin before wearing your jewellery. Perfumes, lotions, and other cosmetic products can potentially tarnish or damage your pieces over time.
  • Do you offer domestic shipping within New Zealand?
    Yes, we offer free shipping on all orders within New Zealand. Please note that delivery to rural areas may take slightly longer than to urban areas due to logistics involved.
  • How long does it take for domestic orders to be delivered?
    The estimated delivery time for domestic orders is typically 3 - 5 working days. However, please note that delivery times may vary depending on factors such as your location and any unforeseen circumstances that may affect the shipping process.
  • What happens if I'm not available to receive the package during delivery?
    If you are not available to receive the package at the time of delivery, the courier will typically leave a card or notification with instructions on how to arrange re-delivery or collection from a nearby pickup location. Please follow the provided instructions to ensure you receive your package.
  • Do you ship internationally?
    Yes, we do ship internationally! However, please note that our international shipping is currently available only to the following countries: Australia, Mexico, United Kingdom, and United States. If you reside in a different country, please get in touch with us at hola@luisafarah.com to discuss available shipping options. Disclaimer: It is important to acknowledge that while we work with a reliable national postal company for international shipments, once the package is handed over to the overseas shipping company, we cannot guarantee that they will adhere to the specific timeframes provided. Delivery times may vary due to factors beyond our control, such as customs procedures, local postal services, and other unforeseen circumstances. We will do our best to provide you with estimated delivery times, but please understand that these are approximate and subject to potential delays.
  • Will I be charged import duties for shipping to another country?
    If you are shipping to a country other than New Zealand, it is important to be aware that some countries impose import duties on imported merchandise. These duties are charges levied by your country's customs or border control, and they are separate from our shipping fees.
  • How can I calculate the expected cost of import duties?
    To calculate the estimated cost of import duties for your shipment, you can use a duty calculator. We recommend using this calculator with the harmonized code (HS) 711311, which is applicable to our merchandise. By inputting the necessary details, the calculator will provide an estimate of the expected import duty costs. Please note that import duties may vary based on the specific country's regulations and policies. We recommend consulting your country's customs or relevant authorities for the most accurate and up-to-date information regarding import duties.
  • Who is responsible for paying the import duties?
    When importing merchandise to a country that charges import duties, it is the customer's responsibility to pay these fees. The postal service or shipping carrier will request the payment of the import duties from you, and they will then forward the collected amount to your government.
  • Why can't you cover the cost of import duties?
    As a small business, we are unable to cover the cost of import duties charged by different countries. These duties are collected by your government and do not go to us, which is why we cannot provide refunds for this amount.
  • Can I track my order?
    Yes, we provide order tracking for domestic and international shipments. Once your order has been shipped, you will receive a tracking number. This tracking number allows you to monitor the progress of your delivery online.
  • Couldn't find your answer?
    If you have any further questions or need assistance with international shipping, please feel free to contact us at hola@luisafarah.com
  • Can I return or exchange my order?
    Yes, we have a 10-day return policy, except when Final Sale is noted on the product page. The jewellery must be unworn, in its original condition, and placed in the original packaging. If you wish to make a return or exchange, please inform us of your intent by emailing us at hola@luisafarah.com. Holiday Return Policy Extension: For purchases made from 1 December 2023 to 1 January 2024, we offer an extended 30-day return policy. This adjustment accounts for the holiday season, providing additional flexibility for returns during this period.
  • What are the conditions for returning or exchanging merchandise?
    The jewellery must be in its original condition and packaging, and it should be unworn or altered in any way. Please ensure your return is accompanied by the original receipt. We reserve the right to deny returns or exchanges if the pieces sent back are in poor condition, returned after 10 days of receipt, on styles noted as Final Sale, or without prior authorization. Please note that bespoke pieces cannot be returned. If changes need to be made due to purchasing the wrong size or style, you will be charged the appropriate re-sizing fee. The customer is responsible for returning the jewellery using tracked postage, and we cannot be held accountable for postage costs.
  • How should I ship the returned or exchanged items?
    For returns within New Zealand, please email hola@luisafarah.com to start the return process and receive the address for returns. Ship the items using your chosen courier or postal company. We recommend using a trackable and insured method to ensure that you are eligible for a refund in case of theft or loss during delivery. Please keep a record of your tracking number. For international returns, please email hola@luisafarah.com to start the return process and receive the address for returns. You will be responsible for creating and tracking the return package on your end, as we are unable to generate international return shipping labels. Once you've created the return package, please provide us with the tracking number. Please note that shipping, import duty charges, customs, and local sales taxes levied by the import country are nonrefundable. We recommend contacting your local customs bureau for assistance in recovering these funds.
  • What is the repair policy for manufacturing faults?
    We offer free repairs for any manufacturing faults within 6 months of the purchase date. Please provide proof of purchase when requesting a repair. The repair policy does not cover chipped, cracked, or broken gemstones, broken chains, general wear and tear (such as rings that have bent out of shape or oxidized), or plating that has worn off.
  • What if I need repairs for issues not covered by the repair policy?
    If you require repairs for issues not covered by the policy, we can assess the damage and inform you of the cost before proceeding. Any item purchased outside of the 6-month warranty period will be charged for repair or replacement.
  • How are refunds processed?
    Refunds will be made in the form of the original payment. Once your return is processed, a refund will be issued for the merchandise amount. Please note that shipping costs are non-refundable. Please allow 5-7 business days for the refund to post to your account. If your return does not meet the return policy, we reserve the right to offer store credit when returns do not meet our return policy.
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