Shipping Policy & Packaging

To reduce shipping costs to our customers, we keep our standard packaging as compact as possible without compromising on the safe keeping of the jewellery. Each item comes with a gift pouch for free shipping, unless otherwise stated. Gift boxes are available at extra postage costs.
Receipts and price tags are not included in the packaging, so your gift item can be shipped directly to the recipient upon request.
Free personalised gift message is available upon request at Checkout in ‘Order Notes’.
Care instructions and our international warranty card are enclosed with every order.
Please allow 1 – 3 business days from purchasing your items for your order to be dispatched.

Below quoted prices are in Australian dollars (AUD).

We use two services for shipping within Australia:

Free Standard Post. Delivery time estimate is 5 – 7 business days (excluding weekend and public holidays). There is no tracking with this service and item comes in a pouch (unless otherwise stated).
Express Post at a flat rate of AUD$ 12. Delivery time estimate is 2 – 3 business days and comes with tracking. Gift boxes and tracking are available with this service.

We use the following service for international shipping:

International Standard Post. Delivery time estimate is 10 – 30 business days depending on destination. There is tracking with this service and item comes in a gift box (unless otherwise stated).

Due to Corona-virus impacts, we are currently shipping only to the following regions:

* For International delivery, if you require extra cover please contact us at gems@luminousgems.com.au.

LuminousGEMS does not guarantee at any time a certain delivery date or time frame for delivery for any product or order. Any listed time for a shipping method is an estimate only. Most of our international customers usually receive their items within 2-4 weeks.
Estimated delivery timing does not include weekends, public holidays or any delays due to custom clearances. We are not responsible for custom delays and charges. Kindly note that this is not extra shipping charges.
If you have not received your order after 40 days of purchase, please get in touch with us (gems@luminousgems.com.au).
If you require products delivered by a certain date, please email us to verify your product availability. Kindly note that we do not produce on a very large scale and some stocks may often become limited. So, for orders with deadlines please order well in advance.
Shipping rate is based on up to five pieces of LuminousGEMS jewellery. If your total order is more than five pieces, at our discretion, we may bear the additional shipping cost. However, we reserve the right to contact the customer to discuss any additional charges.

You, the buyer, are responsible for any VAT, tariff, duty, taxes, handling fees, customs clearance charges, etc. required by your country for importing consumer goods. We do not collect this beforehand, and cannot give you an estimate of the cost – charges vary around the world.

As an international consumer, please do your research to ensure there are no surprise charges when clearing your package through customs, and to have an idea of what the additional cost may be. If you are unfamiliar with customs fees and charges, please speak to your local postal or customs office for more information. It is your full responsibility to verify the customs, duties, charges, and procedures in your country prior to placing your order.

If customs fees and charges are refused at the time of delivery, your order may be returned and you will not receive a refund for shipment costs.

LuminousGEMS is not responsible for lost, misplaced, or delayed shipments or damaged freight by the freight carriers after they have been dispatched. Please note that we have no control over such factors after the package has been dispatched from our end.
LuminousGEMS cannot be held responsible/liable for lost or stolen packages that have delivery confirmation to the address that was provided. The customer accepts full responsibility to file any claim(s) with carrier for damaged and/or lost shipments. We do recommend opting the ‘Extra Covers’ as part of your order.
LuminousGEMS is not responsible for mis-delivery errors via carrier, or incorrect shipping information.

15/09/2017