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SHIPPING & RETURNS

Shipping Policy

Order Processing and Shipping


Orders are processed within 2–3 working days (excluding weekends and holidays) following your order confirmation email. You’ll receive another notification once your order has shipped. If there are any delays, we’ll contact you via email.

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Domestic Shipping


Orders within New Zealand are sent via third-party couriers. Once shipped, you’ll receive an email with a tracking number. Please allow up to 48 hours for tracking information to be updated.

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  • North Island: 2–3 working days

  • South Island: 3–5 working days

  • Rural deliveries: Up to 8 working days

 

International Shipping


We offer international shipping, with estimated timeframes provided at checkout.

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Disclaimer


While we work with a reliable national postal service for international shipments, we cannot guarantee delivery times once the package is with overseas carriers. Factors like customs procedures, local postal services, and unforeseen circumstances may affect delivery. We’ll provide estimated timeframes, but these are approximate and subject to potential delays.

Return & Exchange Policy

Please note that Luisa Farah Jewellery has a 15 days returns policy. Please follow our instructions below if you wish to make a return or exchange:

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  • Please inform us of your intent to return or exchange by emailing at hola@luisafarah.com 

  • Jewellery must be unworn and in their original condition,

  • Place the items in the original packaging 

  • Ship with your chosen courier or postal company - we recommend using a trackable and insured method so that your carrier will refund you in the event of theft or loss during delivery. Please keep a record of your tracking number.

  • Send your package to 65 Abel Smith Street, Te Aro, Wellington 6011, New Zealand.

 

Jewellery must be in its original condition and packaging, jewellery must be unworn. Bespoke pieces cannot be returned.  If changes need to be made due to purchasing the wrong size or style, you will be charged the appropriate re-sizing fee.  The customer must return the jewellery by tracked postage and we can not be held accountable for postage costs.

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Holiday Return Policy Extension: For purchases made from 1 December 2024 to 1 January 2025, we offer an extended 30-day return policy. This adjustment accounts for the holiday season, providing additional flexibility for returns during this period.

Repairs

We will repair any manufacturing fault at no cost within 6 months of the purchase date. Proof of purchase is required.

Manufacturing faults do not include:

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  • Chipped, cracked or broken gemstones.

  • Broken chains.

  • General wear and tear including rings that have bent out of shape or oxidized.​

 

If you would like any of the above repairs made, we can assess the damage and will let you know the cost before proceeding. Any item that was purchased outside of the 6 month warranty period will be charged for repair/replacement.

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