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Refund Policy
for Love Libby Earrings

Last updated: August 12, 2025

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At Love Libby, every piece is individually handcrafted in our Queensland studio. We take exceptional care in the creation and inspection of each item before it leaves us. Because of the bespoke and hygienic nature of our products, returns and refunds are limited; however, we will always honour your rights under Australian Consumer Law.

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1. Change of Mind

  • Due to hygiene regulations, we do not accept returns or offer refunds for change of mind on any earring purchase.

  • This policy applies to both ready-to-ship and custom couture orders.

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2. Custom & Couture Orders

  • All custom designs are made to your exact specifications.

  • These items are non-refundable and non-exchangeable, except in the case of a confirmed fault or error on our part.

  • A non-refundable deposit of 50% is required before custom work begins.

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3. Faulty or Damaged Items

We take every precaution to ensure your earrings arrive in perfect condition. If your item is faulty or damaged upon arrival:

  1. Contact us at [Insert Email] within 7 days of delivery.

  2. Provide clear photographs of the fault or damage and your proof of purchase.

  3. Once assessed, we will offer a repair, replacement, or refund, in accordance with Australian Consumer Law.

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4. Exclusions from Refund or Replacement

We cannot provide a refund or exchange if:

  • Damage has occurred due to mishandling, accidental dropping, exposure to moisture, perfumes, hairsprays, or chemicals.

  • Natural variations in shape, colour, or finish are present — these are inherent to the handcrafted process and part of the charm of your piece.

  • The claim is lodged outside the 7-day notification period for faults or damage.

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5. Return Process for Approved Cases

  • If your return is approved, we will provide instructions for safely packaging and sending the item back.

  • All returned items must be sent in their original packaging to ensure protection in transit.

  • Return postage is the responsibility of the customer, except where the fault is ours.

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6. Refund Timeframes

  • Approved refunds will be processed within 5–10 business days of receiving your returned item.

  • Refunds will be issued to the original payment method only.

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7. Event & Gift Purchases

  • If your earrings were purchased as a gift, any returns or remedies will be issued to the original purchaser.

  • Please ensure event or gift orders are placed well ahead of time to avoid delivery delays, as refunds cannot be offered for missed dates outside of a confirmed fault.

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