WHEN WILL MY ORDER ARRIVE?
For ready to ship items, orders are packed and shipped within 1-3 days of your purchase.
All Personalised pieces take up to 14 days (sometimes more) as they are handmade to order.
14K Fine Collection pieces take up to 15 days (sometimes more) as they are handmade to order.
If your order includes a personalised or a 14K fine collection piece with a ready to ship item, your order will be shipped altogether once the personalised piece / 14K piece is ready to dispatch. If you'd like seperate shipping for these items, please contact us via email firstname.lastname@example.org
Unfortunately we DO NOT offer refunds or exchanges due to hygienic reasons. PERSONALISED PIECES CANNOT BE CANCELLED, RETURNED OR EXCHANGED
ALL SALES ARE FINAL. PLEASE SHOP CAREFULLY.
Customer satisfaction is of the utmost importance to us, please email us with any questions you may have about repairs.
LENSIA the label reserves the right to deny unreasonable repairs.
Email email@example.com / ATTN: Repair ORDER #
Please write the nature of your repair. Include any photos or description so we understand the reason and thus can help you out to the best of our ability.
Repair: You will receive an email with directions on return studio location and return instructions.
We are not responsible for the shipping costs of the item back to the LENSIA office. For your protection, please use a well-padded envelope and a 'signature required' shipping method. LENSIA the label is not responsible for any packages returned without proof of our signature acquired upon receipt.We are not responsible for items that are lost or damaged during return shipping. All costs related to return shipping are paid by the customer.When shipping an item for repair, please note this process may take longer than your original delivery process. Repairs may take up to 21 days, personalised items can take up to 28 days.Urgent delivery is not guaranteed. We ship items out via the shipping method you have paid for. Please email us if you have any questions or would like to upgrade to express shipping.We will always send you an updated tracking number once package leaves the LENSIA studio.
WILL I HAVE TO PAY ANY DUTIES ON MY ORDER?
Possibly. We are not responsible for any taxes or duties that may be incurred on international orders
MY ITEM IS LOST IN THE MAIL, WHAT DO I DO?
Once items are shipped it is out of our hands. We are not responsible for items that are lost, stolen or damaged during shipping. Please contact the postal service your item/s were shipped with.
More information on shipping can be found here
WHAT CURRENCY DO YOU CHARGE?
WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept all major credit cards including Visa & MasterCard, PayPal, Afterpay & Sezzle
WHAT IF MY PACKAGE WAS RETURNED TO SENDER?
If your package is returned to us for any reason you will be responsible for paying for the package to be resent
Gold-plated jewellery - A base metal such as steel or brass is dipped into a bath of electroplating solution, with a lump of solid gold. When an electric current is applied, a thin layer of gold is deposited on the metal. Since the plating is quite thin, the plate (and hence the color) on findings can wear off.
Sterling Silver jewellery - Sterling Silver is a mixture of pure silver and some other metal, usually copper. The resulting alloy gives the silver strength. The standard is at least 92.5% silver. Hence the .925 stamp you see on some sterling silver items.
Some people have allergic reactions to some plating. if allergy is a problem, please avoid purchasing plated pieces.
For best care, do not shower with your jewellery. If your items do turn immediately, it may be caused by a metal-to-skin oil reaction. Each persons oils make metal react differently, in this case, it's not our responsibility to exchange your item. We apologize in advance.
Care for your jewellery:
Filled or Plated Jewellery
Please remove while exercising, showering and swimming. Avoid contact with perfumes, lotions or hair products, even organic ones.
Do not use harsh chemicals, bleach, oil, jewellery cleaners or polishing cloths. This can affect the finishing. LENSIA is not responsible for the maintenance of your jewellery
WHAT IS 14K GOLD FILLED?
We choose to work with 14k gold-filled because it allows us to offer top-of-the-line quality at an affordable price. The thick outer layer of gold makes it highly durable and safe for people with allergies or sensitive skin. We get a lot of questions about gold-filled and what it actually is. So we've compiled a list of Q&A below on some topics that we hope you find helpful!
“Gold-filled” is an industry standard that legally requires 1/20th, or 5% pure gold by weight. It’s a strictly regulated process that involves pressure bonding multiple layers of solid 14k gold with extreme heat over a core of high quality jeweler’s brass resulting in a durable, quality real gold product.Q: IS "GOLD-FILLED" THE SAME AS "GOLD FILL"?
Q: IS GOLD-FILLED JEWELRY REAL GOLD?
A: The gold in 14k gold-filled is definitely real. There’s a thick layer of real, solid 14k gold on the outside of a brass core. The 14k gold that’s on the outside of gold-filled is the same gold as you would get from a solid 14k piece.
Q: HOW MUCH REAL GOLD IS IN GOLD FILL?
A: Gold-filled jewellery is required to have a minimum of 1/20th (5%) gold by weight. The 5% gold in gold-filled jewelry may not sound like a lot, but it’s all on the outside and it's plenty to keep your jewelry looking great for many years.
Q: IS "ROSE GOLD-FILLED" DIFFERENT?
A: If you see "rose gold-filled," you can assume we mean "14k rose gold-filled", rather than yellow gold. The difference is just in the color, not in the quality or durability. Both 14k yellow gold and 14k rose gold alloys contain the same amount of 14-karat solid gold. It’s the combination of metals that are added to the pure 24k gold that changes the colour.
MY SKIN IS TURNING GREEN AND MY JEWELLERY IS RUSTING, WHAT DO I DO?
Everyone's skin type is different. Some people have strong reactions to bronze, nickel & gold plating, it is not our fault. If you are susceptible to this, please avoid buying non-solid gold or sterling silver jewelry.
No refunds or returns are given for this reason or the turning of your jewelry colour caused by skins oils. We apologise in advance.