TWISTED HEART 9-carat gold connector

At Lulu’s, we understand the challenges of ordering jewellery online and know it’s a very personal decision, which is why we aim to make not only shopping, but returns, exchanges, and refunds as fuss-free as possible.

Lulu’s will happily accept returns within 7 days of delivery - no questions asked - for a full refund, credit note, or exchange. In the instance your full order is returned for a refund this may incur a $10 deduction fee for NZ and $50 for international, this is an automatic charge applied to cover any complimentary shipping costs that are offered at the time of your order being placed.

All made-to-order and personalised pieces are final sale and therefore non-refundable.

All SALE items are final sale and therefore non-refundable.

Refunds cannot be offered on items purchased using AfterPay.

For international returns, we recommend indicating on the packaging that the items are intended ‘Returned Goods’ or ‘For Exchange’ to avoid any additional custom duties and taxes.

If you would like to return or exchange an item, simply email us at hello@luluscollective.co.nz with your order number and request, and we’ll be in touch to process.

It goes without saying, but the item must be unworn, in pristine condition, in the original packaging (minus the chocolate!), with all designer and Lulu’s tags attached. Any items that don’t tick these boxes will not be eligible for a refund, credit note, or exchange, and will be returned to you.

For any further questions or support relating to your order, please reach out to us at hello@luluscollective.co.nz.

All purchases made during Sale are final, and not eligible for a refund.

Once we’ve received your return please allow up to 7 business days for it to be processed. If a returned item is deemed faulty by Lulu’s, and this has not been flagged prior to the return approval, the cost of repair will be deducted from any refunded value - following a discussion with the customer. 

Return shipping costs are the responsibility of the customer. Please note: Lulu’s does not take responsibility for any items lost in the process of returning them to us. We highly recommend using a tracked and insured shipping service and keeping the tracking number in a safe place until your return has been delivered. Returns are processed within 7 working days of being delivered and signed for at Lulu’s. You will receive an email to confirm when your return is complete.

Lulu’s Collective/attn:returns
11 Landing Drive
Albany
Auckland
0632

Care

Jewellery should be treated carefully and with love. It should be treasured and enjoyed every time you put it on. There are, however, some important things to keep in mind so your jewellery will last for generations. The following are basic guidelines for keeping you and your jewellery happy.

• Believe it or not, regardless of price, jewellery that looks delicate ...  is.
  
• Unlike the perfect partner, it does not like to get wet, take showers with you or frolic in the sea.
  
• It is probably allergic to perfumes, lotions and hairsprays so make sure to apply to areas where your jewellery will not touch it. 
  
• Your jewellery likes to take it easy, so it should be the last thing you put on and the first thing you take off.
  
• Jewellery is already in amazing shape, so it does not need to join you at Pilates, hot yoga, aqua aerobics, surfing or any other strenuous physical activities.
  
• Your jewellery loves to travel, but not in the bottom of your handbag or in your pocket. It prefers instead to rest in its special pouch by itself.  And while you sleep, give your jewellery its beauty rest too - in its pouch or stored carefully in a box.
  
• It is also averse to performing chores of certain kinds, so think about it before you mow the lawn, wash dishes, or do a heavy-duty bathroom clean.
  
• Of course, jewellery is meant to be worn, seen and enjoyed - just do so with care!

Repairs

All of the jewellery in our collections has been hand-fabricated. As with any product, natural wear and tear or an accident might result in a piece of jewellery becoming damaged or broken. We ask you to send anything in this condition back to us for evaluation. Once we look at the piece, we will determine what is the best course of action to take. As part of our returns policy, we are required to send any items deemed faulty back to the studio of the artist who originally made it, so it can be repaired to their specifications. This process may take 2-8 weeks and, depending on the situation, may have an associated charge assigned by the artist. We will let you know in advance any repair charges, in addition to the shipping charge to get it back to you. If you have any questions about this process, please do not hesitate to call us at 021 198 8835 - we are here and happy to help.