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.
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North Island: 2–3 working days
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South Island: 3–5 working days
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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
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Email us at hola@luisafarah.com within 15 days of receiving your order.
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We'll confirm eligibility and send you a prepaid return shipping label via email.
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Package your jewellery in its original condition and packaging.
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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
We will repair any manufacturing fault at no cost within 6 months of the purchase date. Proof of purchase is required.
Manufacturing faults do not include:
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Chipped, cracked or broken gemstones.
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Broken chains.
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General wear and tear including rings that have bent out of shape or oxidized.
If you would like any of the above repairs made, we can assess the damage and will let you know the cost before proceeding. Any item that was purchased outside of the 6 month warranty period will be charged for repair/replacement.