We ship worldwide! Online orders are processed Monday to Friday, excluding public holidays.
Our shipping providers are as follows:
Australian domestic fine jewellery orders are shipped via DHL Express or Australia Post Express Service. Shipping costs are calculated at checkout.
If your delivery address in a capital, major city, or metro area, please allow 1-4 business days for delivery. For all other regions, delivery can take from 3-7 business days and may be carried out by a third-party courier.
All parcels require a signature upon delivery and include tracking and insurance whilst in transit. We do not guarantee any of the shipping times as advertised by DHL, Australia Post or FedEx. Please ensure you allow adequate time for production, processing, and shipping to your delivery address.
If you feel the shipping timeframe is not suitable and you would like an alternative option that may be quicker, we can offer Toll Hand to Hand service for an additional cost, If you would like to use this service, please contact us here for a quote.
International orders (outside of Australia);
International orders are shipped via DHL Express Service or FedEx Priority. Shipping costs are calculated at checkout however if you would like to know the cost of shipping to your location prior to making a purchase, please contact us here.
DUTIES AND IMPORT TAXES
Import duties and taxes may be relevant to international shipments outside of Australia. Once your order arrives to your destination country, you will be liable for the duties and taxes that may be incurred to release the parcel. Duties and taxes are respective to your order value and destination country.
LOUISE JEAN will not process a refund if you refuse to pay the relevant duties and taxes for your order. If your parcel is returned as a result of unpaid duties and taxes, payment for the redelivery of the item is at the customer’s discretion.
We package all of our pieces in LOUISE JEAN personalised boxes with important care information and details about your item. We use plain outer boxes for delivery to avoid drawing attention to the package when shipping or receiving the piece.
We believe in keeping our carbon footprint low so in some cases, when more than one item is ordered, we will package multiple pieces in one shipping box. All our outer packaging is recyclable (excluding ring boxes).
RETURNS AND EXCHANGES
Made To Order
LOUISE JEAN does not issue refunds, store credit, or exchanges for Bespoke Engagement rings, Signature Engagement rings, Weddings Bands, Ceremonial Rings, or earrings for hygiene reasons. We kindly ask that you choose carefully – we will be happy to assist in any questions you have about our pieces.
Customer satisfaction is very important to us. If you aren’t happy with you item, please contact us and we will work together to resolve the issue.
Ready To Wear
Unless otherwise stated, unworn ready-to-wear pieces may be exchanged within 14 days of receiving the item(s) for a store credit, less a $150 restocking fee*. If returned within 14-28 days, the restocking fee will increase to $300*. We do not accept exchanges outside of these specified timeframes.
A store credit will be issued to the email address provided and can be used towards a LOUISE JEAN purchase of equal or more value.
Customers will be responsible for any return shipping fees. We recommend shipping return orders via a trusted and trackable service as LOUISE JEAN is not responsible for any lost, damaged, or stolen parcels.
*This exchange policy does not apply to rings that have been resized. Items must be returned in their original condition, unworn, and with the original packaging. We reserve the right to reject an exchange if we believe that it is not in new condition.
FAULTS AND WARRANTY
Quality and integrity is at the upmost importance to LOUISE JEAN. All LOUISE JEAN engagement rings and wedding bands come with a Limited Lifetime Warranty from the date of completion.
Our Limited Lifetime Warranty covers the piece under normal wear. If a manufacturing issue is found, LOUISE JEAN will repair the damage without charge and cover the relevant shipping charges. If the ring is noticeably bent, damaged, or shows sign of improper care upon inspection, we will repair the ring at a cost.
If you require assistance related to damage, please contact our Customer Service team here with a photograph and description of the damage. We will advise the recommended steps and requirements for a repair. We will always assist with any repair that is required.
Lost, damaged, or chipped diamonds and stones are not covered under our warranty. For the very unlikely event of your focal stone falling out or becoming damaged, personal insurance is highly advised.
Please note, our warranty is void if you take your piece to another jeweller for resizing or repair work. We do not take responsibility for work done by other jewellers.
We always recommend the purchase of an independent insurance for your LOUISE JEAN ring. This will cover anything outside of our warranty and protect you for circumstances out of your control, such as theft. More information on insurance can be found here.
LOUISE JEAN offers complimentary lifetime servicing. As part of this service, your ring will be given a thorough inspection, clean, polish, and tightening of stones (if required).
If your ring is crafted in white gold, it will require re-plating in Rhodium. This can be added to your service for an additional charge. Re-plating is not covered in our warranty.