100% SATISFACTION GUARANTEED – OUR RETURNS POLICY
We understand what it’s like to purchase something and be unhappy when you receive it. If you are not 100% happy with your purchase, simply contact us within 7 days from the date you receive it, for a refund or exchange. Item must be returned in its original condition.
• It is your responsibility to ensure that all returns are packaged to prevent damage in transit. It is suggested that you insure or use tracking on your return package as Lava Rose cannot be held responsible for any products lost or damaged in the post.
• We will process your refund or exchange within 7 days of receiving it.
• All shipping costs will be on Lava Rose for exchanges back to you
MISSING ITEMS OR THE WRONG ITEMS IN YOUR PARCEL
Sometimes things can go wrong and you may not receive exactly what you ordered. If this happens to you, please contact us and we will correct your item and ship it to you. We have checks in place to prevent this but sometimes with human intervention a mistake can be made.
If the item is on backorder, we will forward it to you as soon as it arrives.
If your item goes missing and you don’t receive it, please let us know and we will track your item for you and organise a replacement to be sent to you.
We provide a 30 day warranty on the lockets & chains only. Items that are damaged within transit, break before you wear it, or have a defect are all eligible.
Examples of manufacturer defect:
o Non-functional clasp on the locket
o Jump ring or chain link that is not closed properly
o Loose glass panel
o Crystals are loose
This warranty does not cover merchandise damaged through normal wear, accident or misuse (wearing in water, etc.). Upon receipt of your order, please check it carefully for accuracy.
WHEN CAN I EXPECT TO RECEIVE MY ITEM?
We aim to contact you and process your order within 3 business days of payment being received. We use standard Australia Post with tracking. We can fit up to 4 lockets in one order so save on postage so purchase a few as gifts for your family.
HOW CAN I PAY FOR MY ITEM?
We accept the following forms of payment, bank deposit or paypal. Upon checkout you will see these options.
WILL MY PERSONAL DETAILS BE SHARED?
Your details will remain safe with us. We are committed to ensuring that your details will not be shared with anyone.
HOW DO I CARE FOR MY JEWELLERY?
When not being worn, you need to store it in the box provided.
- Handle with care: Give your locket plenty of TLC. The glass on your Locket is fragile. It can break.
- Avoid water: Always remove your jewellery before entering water. They are not waterproof.
- Polish: Our jewellery is made with real metals & will naturally tarnish with time. To keep it looking as good as new, rub all pieces with dry polishing cloth in a circular motion until shine is restored.
- Remove: Take off your jewellery when using harsh chemicals, applying beauty products or entering extreme heat or cold. Do not sleep with your locket on and avoid vigorous activities when wearing it.
WHAT IS MY JEWELLERY MADE FROM?
Lockets – Our lockets are stainless steel and the front and back panels are glass. They are crafted of the highest standards.
Chains – We stock stainless steel, silver plaited and sterling silver chains. When ordering you can make your selection.
Enjoy wearing your Lava Rose Locket. Celebrate your life and what’s important to you by holding all those things close to you inside your very own locket.