You'll find all your answers to frequently asked questions relating to shipping, right here. If you'd like to chat with someone on our team, please send an enquiry on the contact us form. Our support team will follow up with you as soon as possible. Thank you in advance for your patience.
For help with refunds or exchanges, please visit our returns page.
How long will my order take?
We offer Standard Postage as our standard delivery service for $9.95. If your order exceeds $69, you will receive free delivery (if located within Australia). We also offer Express Postage for $13.90 or as an upgrade for $3.95 when your order exceeds $69. To check your delivery timeframes, please visit Australia Post’s website here.
Does Luminesce Lab Grown Diamonds ship outside of Australia?
Yes, we most definitely do!
With regard to orders placed from outside Australia, there might be destination taxes. These taxes are the responsibility of the buyer of the product. When you purchase a product from Luminesce Lab Grown Diamonds you only pay for the product (less Taxes in Australia) and shipping charges from Australia. There may be additional charges once the product has left Australia.
Can I track my order?
When your order has been dispatched by us, you will receive an email containing your unique tracking reference number. To track your order, please visit Australia Post’s Website here. If you have not received an email from us containing your consignment number, after the estimated delivery dates, please contact us.
Do I need to sign for my delivery?
Yes, Luminesce Lab Grown Diamonds requires a signature on delivery to successfully deliver your goods. If you are not at home to accept your delivery a card will be left advising you to collect your parcel at your local Australia Post office. To locate your closest Australia Post office, please click here.
How do I return an order?
Click here to view information on how to return your order or send an enquiry on the contact us form. Alternatively, you can call us on (08) 8110 4196.
Where does my item ship from?
All items are shipped from our head office in Adelaide.
Where is my item?
If you are unsure where your item is in the delivery process, there are a few things we recommend checking in the first instance.
1) Use your Consignment reference number to track your parcel online with Australia Post.
2) Check your confirmation email to ensure your address was entered correctly.
3) Check in your mailbox or under your door for an ‘Item Awaiting Collection’ card from Australia Post.
4) Speak to other members of your household to see if they have signed for the item.
5) Check delivery timeframes with Australia post.
If your item is showing on Australia Post’s tracking tool and you are still not able to locate your item, please submit a missing item enquiry with Australia Post so they can investigate this further for you.
If Australia post is not successful in locating your parcel to complete delivery or are unable to return back to sender, no compensation is payable, by Luminesce Lab Grown Diamonds, for loss or damage.
If your item does not appear on Australia Post’s tracking tool, please contact us so that we can investigate this further for you.
While we take missing/lost parcels seriously, Luminesce Lab Grown Diamonds are not held liable for parcels that do not arrive to their final destination. If you claim that an order was not received but there is a signature obtained, we will open an investigation with Australia Post, please note that orders not received are a case by case scenario and will need to be thoroughly investigated.
Please note this can take up to 10 business days and additional information may be requested to further help the investigation process.
In the rare event that you have not received your order please contact us via phone or contact us.