Returns & Exchanges

Because each LuckySOUL piece is handmade and prepared in small batches, we do not offer refunds to the original payment method for change-of-mind purchases. We offer one exchange or store credit within 14 days of delivery, provided the item is unworn, unused, in its original condition, and returned with its original packaging.

Return postage for a change-of-mind return or exchange is paid by the customer, and we recommend a tracked service, as we cannot process a return we do not receive. The one exception is sizing: for one size exchange within Australia, we post the replacement size to you at our cost — you only cover the post back to the studio. Where a piece is returned as faulty and is found on inspection not to be faulty, return postage remains the customer’s responsibility.

Earrings and personalised, resized, or made-to-order pieces are not eligible for change-of-mind returns due to hygiene requirements and the handmade or customised nature of these items. Small variations in natural stones, bead pattern, colour, inclusions, and hand-finishing are part of the character of a handmade piece and are not necessarily faults.

Every piece is inspected and photographed before it is packed, so it leaves our studio in the condition described. Crystal beads are a natural material and elastic cord is a wearing part: both are affected by how a piece is stored and worn.

We cannot accept a return or provide a remedy where a piece has been damaged after delivery by misuse, accident, alteration by someone other than us, contact with perfume, chemicals, chlorine or salt water, or storage that stretches, soils or breaks it. This is the position under the Australian Consumer Law, which does not require a remedy where the problem was caused after the goods left us.

We do not offer a separate or extended warranty beyond the consumer guarantees described below. Ordinary wear over time, including elastic that relaxes with use, is not a fault.

Nothing on this page limits the consumer guarantees you receive automatically under the Australian Consumer Law. Those guarantees cannot be excluded by us, and they apply regardless of anything else stated here.

If a piece has a major problem, you may choose a refund, a replacement, or compensation for the drop in value. If the problem is minor, we will provide a remedy within a reasonable time, and we may choose to repair, replace or refund. Where a piece is genuinely faulty, we pay the return postage.

Contact client services through Quick Help or email us with your order number and the piece you would like to exchange. Our team will confirm eligibility and provide the return address and instructions.