Refund policy
Returns & Repairs — FAQ
What is Lucano’s return policy?
Full-priced items can be returned for store credit within 14 days of the dispatch date, as long as they are unworn, in original condition, and include all packaging. Earrings must be returned through our online returns portal.
Do you offer refunds?
No. Lucano does not offer refunds for change-of-mind or incorrect purchases.
Is there a return shipping fee?
Yes. For Australian orders, a $12 flat fee is deducted from your store credit once the return label is created.
How do I start a return?
Submit your request through our returns portal.
You may also return eligible items at any Lucano retail store within Australia.
When will I receive my store credit?
Once your return arrives and passes our quality check, a gift card valid for three years will be issued and sent to you via email.
What items cannot be returned?
Lucano is unable to accept returns for the following:
• Items not in original condition or missing packaging
• Returns lodged outside the 14-day return window
• Earrings (due to hygiene reasons)
• Bespoke, custom-made, or personalised items
• Archive, clearance, or sale items (unless faulty under Australian Consumer Law)
How do I return an item for repair?
Submit a repair request via email hello@lucanodiamonds.com.au
Items must be securely packaged to prevent damage in transit.
Are repair costs covered?
Customers are responsible for returning the item safely to Lucano. Domestic repairs incur a $50 processing fee, and a quote will be sent to you.
International customers can request a quote at hello@lucanodiamonds.com.au.
Can you refuse a repair?
If an item arrives in unsuitable condition or does not meet our repair requirements, the repair may be declined and returned at your expense.
Do you offer a recycling program?
Yes. You can return old Lucano jewellery for recycling by lodging a request through our recycling portal.
Can recycling requests be declined?
Yes. Lucano reserves the right to decline a recycling submission for any reason.