Shipping & Returns

Every Sanluxury order is carefully packed in our premium packaging and dispatched from Australia. This page explains how shipping and returns work.

Shipping

Australia

Free standard shipping on orders of A$99 and over. For orders under A$99, shipping is calculated at checkout.

International

Tracked shipping is available worldwide. International shipping is free on orders of A$150 and over. For orders under A$150, shipping is calculated at checkout and shown in your local currency.

Dispatch and tracking

You will receive an email with your tracking details as soon as your order has been dispatched. Delivery times are estimates and may be affected by carrier delays, customs processing, weather or peak periods that are outside our control.

Customs, duties and taxes

International orders may be subject to import duties, taxes or customs fees charged by the destination country. These charges are the responsibility of the recipient and are not included in our prices or shipping fees.

Address details

Please check your shipping address carefully before placing your order. We are not able to redirect a parcel once it has been dispatched, and we are not responsible for orders delivered to an incorrect address provided at checkout. If you notice a mistake, email us straight away at hello@sanluxury.com and we will do our best to correct it before the order ships.

Lost or delayed parcels

If your tracking has not updated for some time, or your parcel shows as delivered but has not arrived, contact us with your order number and we will follow it up with the carrier for you.

Complimentary gift

Orders of A$99 and over receive a little something from us, complimentary, worldwide.

Returns

Change of mind

If you change your mind, you may return your purchase within 14 days of delivery for a refund, provided that:

• the piece is unworn, unused and in its original condition;
• it is returned in its original Sanluxury packaging; and
• you contact us first so we can give you the return details.

Return postage for a change of mind is paid by the customer, and original shipping charges are not refunded. We recommend a tracked service, as we cannot take responsibility for returns lost on their way back to us.

Items that cannot be returned for change of mind

• Earrings, for hygiene reasons.
• Gift add-ons, including gift cards, handwritten notes and stickers, and any personalised item.
• Pieces that have been worn, altered, damaged after delivery or returned without their original packaging.

These exclusions do not apply where an item is faulty or not as described.

Faulty, damaged or incorrect items

We check every piece before it leaves us. If your order arrives faulty, damaged or incorrect, please email hello@sanluxury.com as soon as possible with your order number and clear photos. We will arrange a replacement or refund, and we will cover the cost of returning the item to us.

Normal wear and tear, and damage caused by misuse or by not following our Jewellery Care Guide, are not faults.

How to return

1. Email hello@sanluxury.com with your order number and the reason for your return.
2. We will reply with the return address and instructions.
3. Pack the piece securely in its original packaging and post it back to us.

Refunds

Once your return has been received and inspected, we will let you know by email. Approved refunds are made to your original payment method. Your bank or card provider may take a few business days to show the refund in your account.

Your consumer rights

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing on this page limits those rights.

Questions

We are happy to help. Email hello@sanluxury.com or use our Contact page.