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SHIPPING

Orders are shipped from Sydney, Australia. I now ship all items Express with full insurance included in the cost. Please note however, due to COVID, there are still sometimes delays for International orders.

PROCESSING TIME

Most of my orders are custom finished post sale. Therefore please allow 10 - 14 business days for me to custom finish your jewellery before items are dispatched.

Ready to ship items are processed within 2 - 3 business days.

INTERNATIONAL ORDERS

Buyers are responsible for any customs and import taxes that may apply. I cannot accept responsibility for shipping delays due to customs or covid.

If your country has a restriction on the import of jewellery via mail, you must be willing to accept the risk that your package may be confiscated at customs. If that should occur, I unfortunately cannot provide a refund or replacement.

Due to recent Brexit changes to to import policies I am no longer shipping to the UK.

RETURNS & EXCHANGES

RETURNS Should you have any issues with your order, please contact me within 7 days of delivery.

Any custom finished / made to order items CANNOT be returned or exchanged. Please be 100% sure of your size, design preference before ordering, and any budgetary considerations before purchasing.

For ready to ship items that you are unhappy with for any reason I offer exchange or store credit. Please contact me to confirm return and you must ship the item back within 14 days of delivery. You are responsible for return shipping costs and all items must be returned in their original packaging. Any items lost or damaged on return are your responsibility so please obtain adequate postage with tracking and insurance.

Refunds will only be issued if there was an error on my part.

Once your return is received and inspected, I will send you an email to notify you that I have received your returned item. I will also notify you of the approval or rejection of your return. If you are approved, I will issue you a store credit (or refund, if applicable) within 2 business days.

Sale items, custom, made-to-order, and personalized orders CANNOT be returned or exchanged. Please be 100% sure of your size, design preference, and any budgetary considerations before purchasing.

RETURN SHIPPING

You must ship the item back within 14 days of delivery in order to receive store credit. You are responsible for return shipping costs. Shipping charges, if applicable, will only be refunded if there was an error on my part. If the item is not returned in its original packaging and condition, then you are responsible for any loss in value.

To protect your return, please use the original packaging and purchase a trackable shipping service with insurance. I unfortunately cannot approve returns for items lost, stolen or damaged in the mail during the return process.

JEWELLERY CARE

To ensure the longevity of your handmade piece, avoid wet and strenuous activity while wearing jewelry and remove for swimming, showering, applying lotion, playing sports, hand washing, etc.

Sterling silver, brass and copper tarnish with exposure to oxygen and moisture, so store in a dry location, preferably in an airtight bag. To remove tarnish, simply use a polishing cloth (I recommend the Sunshine brand). Avoid commercial jewelry cleaning solutions as these can be too harsh and can remove patinas or destroy more porous stones like turquoise, opal, malachite, and coral. Avoid contact with stones when using a polishing cloth.

If a piece gets dirty, clean with a soft toothbrush and warm soapy water.

CUSTOMER SERVICE

For any customer complaints or queries please email lara@loststone.com.au