Refund policy

🚫 Returns & Exchanges – Personalised Items

Please note that all of our items are personalised and made to order, created specifically based on the details you provide.

For this reason, we do not accept returns or exchanges on personalised or custom-made items, including (but not limited to) engraved tags, keychains, jewelleries and made-to-order pieces.

We kindly ask that you double-check all personalisation details (size, names, spelling, dates, numbers, fonts, and layouts) before placing your order.

💛 Exceptions

If your item arrives damaged or with an error on our part, please contact us within 48 hours of delivery with clear photos, and we’ll be happy to assist and make things right.

You can always contact us for any return question at rose@luziecrafts.com.au. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at rose@luziecrafts.com.au.