Shipping Policy

 

Order Processing and Shipping

Orders are processed within 2–3 working days (excluding weekends and holidays) following your order confirmation email. You’ll receive another notification once your order has shipped. If there are any delays, we’ll contact you via email.

 

Domestic Shipping

Orders within New Zealand are sent via third-party couriers. Once shipped, you’ll receive an email with a tracking number. Please allow up to 48 hours for tracking information to be updated.

• North Island: 2–3 working days

• South Island: 3–5 working days

• Rural deliveries: Up to 8 working days

 

International Shipping

We offer international shipping, with estimated timeframes provided at checkout.

 

Disclaimer

While we work with a reliable national postal service for international shipments, we cannot guarantee delivery times once the package is with overseas carriers. Factors like customs procedures, local postal services, and unforeseen circumstances may affect delivery. We’ll provide estimated timeframes, but these are approximate and subject to potential delays.

 

Return and Exchange Policy

 

We hope you’re happy with your jewellery. If you need to return or exchange a piece, we offer a 15-day return window from the date of delivery.

To start a return or exchange, please email us at hola@luisafarah.com.

 

Returns Process

1. Email us at hola@luisafarah.com within 15 days of receiving your order.

2. We'll confirm eligibility and send you a prepaid return shipping label via email. 

3. Package your jewellery in its original condition and packaging.

4. Drop off the parcel using the instructions provided with your label.

 

Conditions for Return

To be eligible for a return or exchange, your piece must be:

• Unworn
• In its original condition
• Returned with original packaging
  

Please note:

• Bespoke pieces are final sale and cannot be returned.
• We cannot accept returns on gift cards. 
  
• We are not responsible for any customs fees, taxes, or import duties on international orders. These fees are the responsibility of the customer and will not be covered or reimbursed by Luisa Farah Jewellery.
• Please ensure the returned item is securely packaged to avoid any damage during transit. Items damaged during return shipping due to improper packaging will not be eligible for a refund.

 

Refunds

Once we’ve received and inspected your return, your refund will be processed to your original payment method.

• The cost of return shipping will be deducted from your refund, for both New Zealand and international orders. 
• You'll receive confirmation once the refund has been issued. 
• Please allow a few business days for the refund to appear on your statement.

 

Exchanges

If you'd like to exchange your piece, we’re happy to assist.

• For New Zealand orders, return shipping is covered by us. 
• For international orders, customers are responsible for return shipping costs. 

Once we've received your return, we'll send out the new piece as soon as it's ready. 

 

Damaged or Incorrect Items

If your jewellery arrives defective or is not what you ordered, please contact us within 7 days of receiving your item. We’ll arrange a return at no additional cost to you and ensure you receive a replacement or a full refund.

 

Holiday Return Extension

Orders placed between 1 December 2025 and 1 January 2026 are eligible for a 30-day return period, offering a little more time over the holiday season.

 

If you have any questions, please reach out — we’re here to help: hola@luisafarah.com

 

Repairs Policy

We stand by the quality of our jewellery and offer free repairs for manufacturing faults within 6 months of purchase. To be eligible, please provide proof of purchase.

What’s covered:

• Faults in craftsmanship or materials caused during production

• Issues like broken clasps, loose settings, or soldering problems

What’s not covered:

• Damage from wear and tear, such as scratches, tarnishing, or bending

• Chipped, cracked, or broken gemstones

• Broken chains or accidental damage

• Repairs requested after the 6-month warranty period

If your jewellery needs repair outside the warranty or for excluded damage, we’ll assess the item and provide a clear cost estimate before proceeding.

How to request a repair:
Email us at hola@luisafarah.com with your order details and a description of the issue. We’ll guide you through the process and turnaround times.

Please note, customers are responsible for shipping costs to and from the studio for repairs. We recommend secure packaging to avoid further damage during transit.

Thank you for trusting Luisa Farah Jewellery to be part of your everyday style. We’re here to help maintain your pieces for years to come.