FAQ
Here you'll find answers to some of the most common questions about our jewellery, custom orders, and care tips. If you have a question that’s not covered here, feel free to reach out. We’re always happy to help!
Email: hello@luster.co.nz
Care and Maintenance
Q: How do I care for my Luster Jewellery pieces?
A: To keep your jewellery looking its best, avoid exposure to harsh chemicals, perfume, and saltwater. Store your pieces in a safe place (not in the bottom of your handbag!) and use a soft cloth to clean them regularly. View our jewellery care guide for a full rundown.
Q: Can you resize or adjust my Luster Jewellery
A: Yes. There will be a fee depening on what’s required.
Ring re-sizing will be a minum $45 fee with a maximum fee of $60 (on Luster Jewellery pieces only).
Necklace shortening can be done at no cost other than postage.
Necklace lengthening will require a new chain or an extender chain which will incur a fee. We can price this upon consulation.
If you have bent your earrings out of shape, we can re-shape these at no cost other than postage.
Shipping and Returns
Q: How long will it take to receive my order?
A: Typically, orders are processed and shipped within 2-3 working days (unless specified). Custom orders may take longer.
Q: How much is shipping?
A: Standard tracked & signature: $10.00
Rural tracked: $12.00 | Rural tracked & signature: $15.00
FREE SHIPPING on orders $120 and over.
Q: What is your return/exchange policy?
A: We accept returns or exchanges on unworn items within 7 days, excluding earrings. Custom pieces are non-refundable.
Shipping, returns and refunds policy.
Custom Orders
Q: Can you do one of your styles with a different gemstone than what's online?
A: Yes, contact us letting us know what style you are after and in what gemstone and if we have your desired gemstone in stock we'll be able to make this for you quickly. If we don't have the gemstone you want, we might be able to source it.
A: It depends! If we still have the same stones used in the original piece then, yes we can. If not, we might be able to re-create with a different type of gemstone. Send us an email, with a photo of the original piece if you have it handy, and we'll see what we can do.
Q: How long does it take to create a custom piece?
A: The timeframe for custom orders varies depending on the complexity of the design and availability of materials. Typically, it takes 2-3 working days for us to get your piece ready for shipping, unless specified with you during the design and quote stage.
Q: Can you help me design a custom piece?
A: Absolutely! We love collaborating with customers to create unique designs. Share your ideas, and we’ll work together to bring them to life. For more info, check out our custom order page.
A: That depends on what you have in mind. If you have some ideas, send us an email with some photos and measurements of your stones and any ideas you have in mind.
Q: Can you make rings in gold or gold-filled?
A: Due to the high price of gold, we are not offering solid gold rings at this stage. We are unable to craft our rings in gold filled due the nature of the metal. Learn more about gold filled.
Materials and Sourcing
Q: Where do you source your gemstones?
A: Gemstones come from various mines across the globe. We are working on phasing out our untraced gemstones.
We have created a sustainability, responsibility and ethics plan which outlines our plan to continue sourcing more responsibly sourced stones like our pink rubies and coloured sapphire.
Q: Are your pieces hypoallergenic?
A: Yes, we use high-quality, hypoallergenic materials 14k gold-filled and 925 sterling silver to ensure comfort and durability.
Still have questions? No problem! You can contact us directly or complete the below contact form. We’d love to hear from you and assist with anything you need.