Returns & Exchanges

Because each LuckySoul piece is handmade and prepared in small batches, we do not offer refunds to the original payment method for change-of-mind purchases. We offer one exchange or store credit within 14 days of delivery, provided the item is unworn, unused, in its original condition, and returned with its original packaging.

Earrings and personalised, resized, or made-to-order pieces are not eligible for change-of-mind returns due to hygiene requirements and the handmade or customised nature of these items. Small variations in natural stones, bead pattern, colour, inclusions, and hand-finishing are part of the character of a handmade piece and are not necessarily faults.

This change-of-mind policy does not limit any rights or remedies available under the Australian Consumer Law. If a product has a major problem, the customer may choose a refund or replacement. If a product has a minor problem, LuckySoul will provide an appropriate remedy in accordance with the Australian Consumer Law, which may include a repair, replacement, refund, or another legally required solution.

Contact client services through Quick Help or email us with your order number and the piece you would like to exchange. Our team will confirm eligibility and provide the return address and instructions.