Terms & Conditions


PERFORMANCE OF SERVICES:

Louise Jean is dedicated to providing our clientele with exceptional customer service. In the rare event that an issue may arise, we will do everything in our power to resolve such in a timely and professional manner.
Please read these terms and conditions and understand our terms of service. By purchasing a Louise Jean piece, you agree to the terms and conditions here in.

PRODUCTION TIMEFRAMES:

Louise Jean Signature Engagement, Moissanite Engagement and Wedding Ring designs are made to order. The customer accepts the relevant production timeframe estimates for their piece.
Please note that turnaround times are an approximate guide and are subject to change or delay.
Shipping timeframes are not included in our production timeframe estimates.

QUALITY & PERFORMANCE OF PRODUCTS:

Louise Jean Jewellery pieces undergo thorough quality control checks to ensure we remain consistent with our mission to produce timeless jewellery pieces. We work closely with our design team and jewellers to ensure our high-quality standards are consistent throughout the manufacturing process.

PRICE POLICY & TERMS OF SALE:

By agreeing to these terms & conditions, the customer confirms the details outlined for their piece are true and correct.
Any alterations or additions to the original proposal will incur additional charges. Final payments for Signature Engagement Rings are subject to customer satisfaction of the final piece. Louise Jean Jewellery will provide high-quality photo and/or video footage for acceptance by the clientele before issuing a request for final payments to be made. 

RETURNS AND EXCHANGES

Made To Order
LOUISE JEAN does not issue refunds, store credit, or exchanges for Signature Engagement rings, Moissanite Engagement and Wedding Ring. 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 your 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.
Fine Jewellery

All LOUISE JEAN Fine Jewellery pieces are non-refundable and cannot be refunded if you simply change your mind or for incorrect purchases.

We kindly ask that you choose carefully - we will be happy to assist in any questions you may have about any of our items. Customer satisfaction is very important to us so if you are not happy with your item please contact us and we will work together to resolve the issue.

All in-stock LOUISE JEAN Fine Jewellery collection pieces purchased in-store may be returned for a credit in Australia if returned unworn, in saleable condition within 14 days of purchase date. LOUISE JEAN does not issue credits or exchanges for made-to-order jewellery or bespoke items.

Credits are issued once the item has been received, and are based on an assessment of the piece by our jewellers. They are issued in the form of physical gift cards (redeemable in-store only) or e-gift cards (redeemable online only). Credits are valid for a period of three years from the date of issue.

LOUISE JEAN reserves the right to request proof of purchase for all returns or credits.

To initiate a return for credit, please contact us via our website, or visit in-store at our Flagship. 

It is at the client’s expense to safely return piece(s) to LOUISE JEAN in their original condition or packaging and within the above timeframe.

 

PAYMENTS TERMS:

Deposit payment is required to secure the diamonds and/or gemstones included in Bespoke Engagement and Signature Engagement orders. It is expressly agreed between parties that bespoke jewellery pieces will remain the property of Louise Jean Jewellery until payment is received in full.

DELAYED PAYMENTS:

If payments are not made in accordance with the terms stated above, it is agreed upon between parties that Louise Jean Jewellery will not be held accountable for delays in clientele deadlines as a result.
If Louise Jean Jewellery does not receive any form of reasonable correspondence from clientele within 30 days upon completion, the piece in question will remain the property of Louise Jean. Failure to provide adequate correspondence after the completion of the piece in question will thus result in forfeiture. Louise Jean Jewellery will not be held responsible for forfeiture based on the above conditions.
Louise Jean Jewellery will ensure adequate correspondence between parties to finalise obligations outlined herein.

CANCELLATION & REFUNDS:

It is hereby agreed upon between parties that refunds for cancellations are not offered due to the nature of the product. Louise Jean Jewellery is not able to recoup losses incurred by purchasing on behalf of clientele.

LIMITATION OF LIABILITY:

It is hereby agreed upon between parties that Louise Jean Jewellery will not be held responsible for goods in transit or damages to goods in trust.
All goods are shipped by premium, traceable delivery services. Louise Jean cannot guarantee items in transit or be held responsible for issues that may arise while goods are in transit after they have left our facilities and are out of our care. In the rare event that goods in transit arrive damaged or lost, Louise Jean will endeavour to resolve any issues that arise.
All goods in trust and stones supplied to Louise Jean Jewellery will be handled with the utmost care by our expert jewellers.

DELAYS:

It is agreed upon between parties that Louise Jean Jewellery shall not be held responsible for deadlines stated by the client. Goods in transit, alterations, material sourcing, client approvals for CAD designs, metal casting and stone setting are all subject to delays in production timeframes.
Louise Jean will not be held responsible for delays in production timeframes for reasons that are out of our control. We recommend allowing ample time for the production of bespoke jewellery pieces when placing orders in preparation for special events.

MATERIALS & CARE:

Louise Jean Jewellery utilise high-quality precious metals from our trusted Australian metal supplier. Regular servicing and cleaning is recommended to maintain the overall appearance of jewellery pieces. It is hereby agreed upon between parties that Louise Jean jewellery will not be held responsible for the deterioration in appearance or damages.

RESIZING AND REMANUFACTURING:

Louise Jean Jewellery stress the importance of confirming the correct size prior to undergoing our manufacturing process. However, we understand that this can be difficult due to the nature of the product itself, so therefore Louise Jean Jewellery do offer complimentary resizes for all of our Bespoke Engagement, Signature Engagement, Ready-to-Wear Engagement and Moissanite Engagement rings. Our complimentary resizing offer is valid within 6 months from the date that the ring was dispatched from our studio.
Complimentary resizes are subject to the ring being within our resizing parameters, if the ring is outside of these parameters it may be necessary to re-manufacture the piece in order to maintain the structural integrity of the piece. Resizing parameters can differentiate subject to the setting style and initial size of the ring. Louise Jean Jewellery will not resize one of our rings if we feel as if it will compromise the structural integrity of the ring itself.
For all engagement rings dispatched within 6-months that require re-manufacture, a discounted re-manufacture rate will apply. After the initial 6-months has come to pass from the date of dispatch, our standard repairs and resizing fee structure will be in effect.
The costs related to undergo repairs, resizes and re-manufactures differentiate subject to the metal type and setting style. Resized pieces that require rhodium plating will be charged at cost.

WARRANTY AND REPAIRS:

Engagement and Wedding
Louise Jean Jewellery extends a limited lifetime warranty for all Bespoke Engagement, Signature Engagement, Ready-to-Wear Engagement, Moissanite Engagement and Wedding Ring designs. This limited lifetime warranty is extended to clientele for the purpose of eliminating production faults in the rare occurrence that they are not picked up in our quality control procedures.

Our limited lifetime warranty is considered void if the original purchaser contracts a third-party jeweller to undertake alterations, or if signs of damage caused by extreme misuse are visible.
Jewellery repairs that are not covered by our limited lifetime warranty will incur a charge based on relative repairs undertaken to the piece to its original condition.
Our limited lifetime warranty covers your ring/s under normal wear. If the ring is noticeably bent, damaged, or shows sign of improper care upon inspection, we will repair the ring at a cost.
If a manufacturing issue is found, LOUISE JEAN will repair the damage without charge and cover the relevant shipping charges.

As a part of our servicing warranty, we offer a complimentary stone tightening and polish (to an undamaged ring) on all of our engagement and wedding rings. It is recommended that an annual service is taken to ensure your pieces are in good condition. 

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.
Fine Jewellery

All LOUISE JEAN Fine Jewellery collection pieces come with guarantees that cannot be excluded under the Australian Consumer Law. In addition to this LOUISE JEAN offers a voluntary manufacturer’s warranty. 

In order to register your LOUISE JEAN voluntary warranty, you may be required to provide personal information about yourself (such as identification or contact details), including address, email or contact number. LOUISE JEAN guarantees that your personal information will never be disclosed or used for any other purpose unless authorised, including email marketing.

In accordance with the terms of this warranty, LOUISE JEAN offers a warranty against manufacturing defects in our products for a period of six months from the date of purchase. 

This warranty covers all manufacturing faults, and does not cover damages, wear and tear, oxidisation and broken chains. 

Lost, damaged, or chipped diamonds, stones or pearls are not covered under our warranty.

Based on an assessment by our jewellers, where a manufacturing defect is identified during this period, LOUISE JEAN will offer a repair (where possible) or replacement. If a direct replacement is not available, a replacement item of equivalent value will be offered.

LOUISE JEAN reserves the right to request proof of purchase for all warranty claims.

To initiate a warranty claim, please contact us via our website.

We always recommend the purchase of an independent insurance for your LOUISE JEAN purchase. This will cover anything outside of our warranty and protect you for accidents or circumstances out of your control. More information on insurance can be found here.