SHOPPING ONLINE RETURNS AND EXCHANGES
Making a Purchase Returns Policy
Express Checkout Guidelines to Return or Exchange
Item Availability Faulty Goods
Payment Methods Sale Items
Security Gift Returns
YOUR ACCOUNT GIFT VOUCHERS/PROMOTIONS/DISCOUNT CODES
Registration Purchasing Gift Vouchers
Forgotten Password Redeeming Your Gift Voucher
Account Changes Redeeming Promotional/Discount Codes
Redeeming More Than One Code
SHIPPING JEWELLERY CARE GUIDE
General Jewellery Care
Domestic Shipping Costs General Cleaning
International Shipping Costs Gold Jewellery Care
Delivery Times Sterling Silver Cleaning
Shipping Restrictions Brass Cleaning
Multiple Shipping Addresses Fabric/Ribbon Cleaning
GIFT SERVICES WISH LIST
Gift Advice Wish List Help
Gift Wrapping
FAQ'S
1. Do you do special-made orders?
2. I am unable to sign up/create and account because my country is not listed on the sign up page, why?
3. I don’t have a credit card; can I still shop with Lisa Marinucci?
4. Is shopping on your website safe and secure?
5. What currency are prices displayed in?
6. What is the difference between treasure box pieces and other jewellery pieces on your website?
7. Can you make slight changes to any piece for me?
8. My gift voucher/promotional/discount code is not working, why?
9. I can’t remember my password. Can I get a new one?
10. When I logout of my account it doesn’t seem to save the items in my shopping bag, why?
11. Do you offer free shipping?
12. What is your privacy policy, and what information will you collect from me?
13. Do items always look exactly the as they do on screen?
14. I am not receiving any emails from you but i am a subscriber/have an account with you.
SHOPPING ONLINE
Making a Purchase
Making an online purchase is easy. Simply follow the steps below:
There are various ways to browse our products and collections and they are all located under the ‘shop by’ title on the left hand menu of the website. Shop by browsing through each collection, new arrivals, sale items, by jewellery types, or through our magazine.
1. Click on either the product title or image to access more information about each piece. Here you will be able to read about the product materials, pricing, sizing, or add the product to your shopping bag.
2. Add the item to your shopping bag by clicking on the ‘Add to Bag’ button next to the quantity box. Please also add in the quantity you would like. Here you will also be able to view shipping costs pertaining to your country.
3. Adding an item to your bag will take you into your shopping bag so you can review any items you have chosen. To delete any items you have chosen click the circle with the x button, for the product you no longer want, which is located under the ‘Remove’ title. To change the number of items you wish to purchase key in a new quantity and press the ‘Update shopping bag’ button.
4. To keep shopping/browsing click the ‘Continue Shopping’ button on the bottom left of the page.
5. When you are finished shopping either press the ‘Proceed to checkout’ button in the shopping bag page or the ‘Shopping Bag’ button at the top right of the page and then the ‘Proceed to checkout’ button if you are not in the shopping bag page to begin with.
6. At this point if you have not registered with us before you will be prompted to register and create an account. If you have already registered with us, simply sign in using you email address and password that you created for the account. You also have the option to use our express checkout which allows you to purchase without being a member. Once you have proceeded to checkout follow the prompts to complete your purchase.
top of page
Express Checkout
Express checkout is a feature designed for your ease and convenience. When checking out you will be prompted to either, sign in, sign up or use express checkout. Using express checkout allows you to purchase your items without the need to set up and account or be a member of our website. We do recommend you become a member as you will be given many benefits however if you are short of time feel free to purchase using this feature. You will still have to enter all details needed to process the order however they will not be stored in our member database or saved for any future promotional material.
top of page
Item Availability
If an item is out of stock you will not be able to purchase it. It will state in the product page that the item is currently out of stock. If you are interested in purchasing the product you can email us at enquiry@lisamarinucci.com.au to inform us of your interest and we will be happy to advise you if, and when it comes back into stock. Please always reference the product style number, which can be seen just under the product description, in any email you send.
Sometimes you may have placed an item in your shopping cart however when you go to checkout it is not available or out of stock. This may happen if there is only one piece left and someone else has purchased it while you were still browsing, or while it was sitting in your shopping cart. Again, if this happens you can email us and we can let you know if, and when it may come back into stock.
top of page
Payment Methods
Lisa Marinucci currently accepts Visa, Master Card, and Direct Deposit payments. You can choose which one you wish to make your payment with during checkout.
Credit card payments will be debited and cleared from you account upon receipt of your order by Lisa Marinucci.
Direct Deposit (internet transfer, EFT) payments are direct transfers from your bank account to ours. Delivery using direct deposit will take longer as we need to wait until your payment has been cleared in our account; this generally takes 1-4 days depending on your financial institution. We will allow 5 days from purchase for your payment to clear after which time we reserve the right to cancel your order.
All prices on our website are in Australian Dollars (AUD). All purchases will be charged in Australian Dollars only. If you wish to find the approximate value in your currency please visit a currency converter website such as www.xe.com.
Tax
Prices on this website are shown inclusive of GST (Australia). GST is charged at a rate of 10%. If you are purchasing on this site from an international country, for delivery to an international country the GST component of the sale will be removed from the total of your product(s) cost. You will see this during checkout.
top of page
Security
We take every reasonable precaution to ensure that our site is safe. All credit card transactions on this site are processed using eWay, Australia’s leading payment gateway. eWay uses 1024 bit bank encryption to process your payments in a secure online payment gateway. lisamarinucci.com.au does not store, or have access to any of your credit card information.
To further ensure that your shopping experience is safe, lisamarinucci.com.au uses Secure Socket Layer (SSL) technology. Our SSL technology encrypts and protects any data you send to us over the internet, ensuring that it is kept confidential. If SSL is enabled you will see a little gold padlock down the bottom of your browser and the address bar will begin with https rather than http.
top of page
RETURNS AND EXCHANGES
Returns Policy
We sincerely hope that you are completely satisfied and love your Lisa Marinucci purchase, however in the event that you wish to return an item or your item is faulty please read our return policy below.
Returns and exchanges on all full price merchandise are accepted within 10 days of the date of dispatch for items. Items must be in 100% new condition, have not been worn or altered and have all tags and additional inserts still attached. All returns and exchanges must include the original packaging that they were sent in, including any additional inserts. All items being returned must be accompanied by the original Lisa Marinucci proof of purchase that you received with your item.
Returns and exchanges will not be accepted on sale items so please choose carefully.
Returns that have been worn, damaged, or altered from their original condition will be returned to the customer and no refund or exchange will be given. Determination of the condition of an item will be at the complete discretion of Lisa Marinucci. We strongly advise all customers to check pieces thoroughly upon delivery before removing any attached tags and before disposing of any original packaging.
For any returns accepted by Lisa Marinucci you will be credited for the total amount of the purchase, excluding postage, and will be refunded to the original means of payment. If you wish to exchange a piece you will only be credited if the piece you wish to exchange is less than the total amount of your first purchase, excluding postage. If there is any credit remaining, this amount will be refunded to the original means of payment. Alternatively if the piece you wish to purchase is more than the total amount of the returned item, excluding postage, you will be required to pay additional costs. In the event that this occurs Lisa Marinucci will contact the purchaser to obtain details of method of payment.
We do not offer store credits at this time.
PLEASE NOTE: Shipping and handling charges are not refundable and customers are responsible for all shipping costs on returns. Unidentified returns/exchanges may be returned to the sender. Return postage will be charged to the purchaser at the reduced rate of AUD$8.50 (within Australia). For costs of return postage and handling on international orders please contact Lisa Marinucci.
Please be aware that international customs duties and sales taxes are NOT refunded under any circumstances.
All ancillary costs (including but not limited to postage and handling) associated with returning goods to Lisa Marinucci are the responsibility of the purchaser.
top of page
Guidelines to Returns or Exchange
If you wish to return your purchase, please contact us at sales@lisamarinucci.com.au or call us on 02 9660 4087 so we can send you instructions for return and issue you with a Return Authorisation Number (RAN). Items will not be accepted if they do not have a RAN. If you wish to exchange an item please make this clear when contacting us.
Once we have received your product(s) and it has undergone a quality control check to ensure that it has not been worn, damaged, or altered from the original condition, the original proof of purchase is enclosed and that the item has all tags still attached, we will process your return. Please allow 2 weeks for processing from the date we receive your product(s).
You must send good back to us via registered post to ensure they are trackable. Until the item has been received by Lisa Marinucci, responsibility and liability of the good is your responsibility. You will need to include all tags, packaging and additional inserts with your return and please ensure that your goods are securely and sufficiently wrapped so they do not get damaged in the mail. Lisa Marinucci will not accept liability of any items damaged during the return process if they are not securely packed. You will need to provide proof of purchase for all items you wish to return or exchange.
When exchanging goods you will be charged an $8.50 re-delivery fee Australia wide. For any international exchanges you will be charged the postage cost pertaining to your location.
PLEASE NOTE: Items listed in the “treasure box” collection make use of vintage jewellery and components. They may therefore show some signs of wear however we will do our best to photograph and describe any wear which may be present. Please consider your treasure box item purchase carefully prior to purchasing as returns will not be accepted purely for “change of mind” or “not what I expected” reasoning.
top of page
Faulty Goods
Items are carefully inspected before they are shipped to ensure they are securely and sufficiently packed to protect your purchase. If however your item arrives damaged, please contact us as soon as possible, within our 10 day returns period. We will send you return instructions and issue you with a RAN (Return Authorisation Number). You can choose to either have your item repaired, exchanged or refunded.
For any faulty items we require you to contact us immediately to report the fault.
Great care is taken when manufacturing to ensure pieces are of the highest quality. If however your product(s) are faulty as a result of deficient manufacturing we are happy to accept returns within 2 months from the date of purchase for repair. We regret that we can not reimburse you for return delivery but you will not be charged the re-delivery fee of $8.50.
Customers acknowledge that products are hand manufactured using many semi-precious stones and special finishes and accordingly special maintenance is required. Please view our jewellery care guide for maintenance. All items returned as faulty will be inspected and any items deemed faulty due to damage caused by the failure of the customer to maintain the product properly will not be accepted as faulty. Determination of what is deemed faulty is at the complete discretion of Lisa Marinucci.
top of page
Sale Items
Lisa Marinucci does not refund or provide exchanges on sale items.
top of page
Gift Returns
If you have received an item from Lisa Marinucci as a gift you will only be able to exchange it, for an item of the same value or higher. In the case that the product you wish to exchange is a greater value than your gift you will be required to pay any difference in cost and any additional shipping, taxes and import duties.
If you wish to return your purchase, please contact us immediately at sales@lisamarinucci.com.au or call us on 02 9660 4087 so we can send you instructions for return and issue you with a Return Authorisation Number (RAN). Items will not be accepted if they do not have a RAN. Please make it clear that the item was received as a gift.
In the case of an item that has been received as a gift and is faulty upon receipt, we can repair the item for you however refunds will not be permitted. Please follow the “Guidelines to Return or Exchange” as outlined above.
top of page
YOUR ACCOUNT
Registration
We have tried to make it as easy as possible for you to register with Lisa Marinucci however you do not need to do so to make a purchase. We hope you do want to register with us as there are many benefits to registration. By creating an account you will be able to shop faster, receive account holder only specials and promotions, create your own wish list, and keep up to date on your order status. In short, we will look after you. Registration is easy and can be completed by clicking on the ‘My Account’ button on the left hand menu bar or the ‘Login’ button at the top right of our site.
If however you are rushed for time, you can still purchase from us through our ‘express checkout’. You simply have to fill in all the details needed to process your order and you will be done.
You can sign up for our newsletters at any time so even though you may receive emails from us it does not mean you are registered.
top of page
Forgotten Password
If you have forgotten your password please don’t worry as we will issue you with a new one straight away. There is always a link, on the ‘My Account’ page, located under the ‘Returning Customer’ title. Simply click where it says forgotten password and you will be directed to a page where you will be asked to enter your email address; this is so we can send you your new password.
For security reasons you will be sent a new password. Please use it to login to your account, at which time you can change your password to something more personal using the 'My Profile' section of your account.
Please note that passwords are case sensitive.
top of page
Account Changes
To make any changes to your account log into your account and click on ‘My Profile’. In here you can make any necessary changes to your account (i.e. email address, billing address etc). To confirm your changes scroll to the bottom of the page and click ‘Update’. The changes you have made will now be saved to your profile.
top of page
GIFT VOUCHERS AND PROMOTIONAL/DISCOUNT CODES
Purchasing Gift Vouchers
Gift vouchers are purchased just like any other item in our online boutique. Simply click the gift voucher button on the left hand side of the website to view all the gift voucher values we have on offer. Once you have chosen which predetermined value you wish to purchase click ‘Add to Bag’ and from here you can proceed to checkout and make payment for your voucher.
Gift vouchers will either be emailed directly to you, or can be posted (physically sent) to you or your chosen recipient at no extra charge. If you choose not to have your gift voucher physically sent it will be emailed directly to you as soon as payment has been confirmed. You are then free to forward the voucher to your recipient when you are ready. Details for voucher redemption are within the email. We send the email directly to you for a few different reasons, firstly we think its nicer to have the voucher come directly from your inbox so its more personal, secondly, this ensures the recipient will receive it (it may get overlooked as junk or spam from our address) and lastly this allows you to add any personal message you wish onto the top of the email.
If you choose to have your gift voucher physically delivered (posted) to you we will send our beautiful voucher in card form once your payment has been confirmed. You can choose to have it delivered to your address so you can personally give it to the recipient, or you can choose to have it directly delivered to the recipients address. Please add a personal message in the comments box, at the base of the page, located in checkout page 3. We will then hand write your message on a gift card for you and attach it to your voucher. Your recipient will also receive details on redeeming their voucher in the post.
Lisa Marinucci gift vouchers will never expire so you have all the time you wish to make your purchase, just make sure you keep your voucher code safe as we are not responsible for lost, stolen or misplaced gift vouchers and voucher codes.
PLEASE NOTE: Gift vouchers can only be used once and for one order only therefore the total sum of the gift voucher must be used in one transaction.
top of page
Redeeming Your Gift Voucher
Each Lisa Marinucci gift voucher contains a voucher code. To redeem the value of your gift voucher, once you have finished shopping, have at least one product in your shopping bag and are ready to checkout you will be taken through a number of steps. The voucher code needs to be entered into the ‘Promotional Code’ field located on page 2 of checkout. The value of your gift voucher will then be deducted from your subtotal.
Please note that gift vouchers can only be used once and for one order only therefore the total sum of the gift voucher must be used in one transaction. If you are having troubles reaching the total value of the gift voucher, we say, simply save up any items you are interested in, in your wish list until the total reaches the value of the voucher (remember that products can become out of stock during that time however).
If the item(s) you wish to purchase total more than the gift voucher value you will be taken through to the payment page of the checkout where you will be required to make payment for the remaining balance owing.
Gift voucher codes are case sensitive so please enter the code in exactly as you see it.
top of page
Redeeming Promotional/Discount Codes
Promotional and discount codes are any code that we will send to you via email for specific promotions we may be running. To redeem any promotional or discount code, once you have finished shopping, have at least one product in your shopping bag and are ready to checkout, enter the code into the ‘Promotional Code’ field located on page 2 of checkout and press ‘redeem’. The value or discount given with the promotional code will then be deducted from your subtotal when you continue to checkout.
top of page
Redeeming More Than One Code
At this time you are only able to redeem either a gift voucher, promotional or discount code at one time.
top of page
SHIPPING
All items sent within Australia, excluding to the Northern Territory are charged at a flat rate of $10 and are sent via Toll Priority Couriers. Goods will be sent within 48 hours from receipt of payment and you will be notified once they have been dispatched. Courier deliveries generally take 1 to 3 working days to arrive, depending on your location, however delays may occur during busy seasons or for reasons beyond our control.
A signature is required on delivery therefore we recommend you specify your business hours address as deliveries are made during business hours, Monday to Friday. We recommend specifying a work address if this is more convenient. If no one is there to accept and sign for the delivery Toll will leave a delivery calling card for you to reference. Please call them back as soon as possible to arrange another time for delivery of your item.
If you have any special delivery instructions, or know you can not arrange anyone to accept the parcel and want Toll to leave your parcel at the back door, for example, please make a note of this in the comments box during checkout. We cannot be held responsible for any parcels Toll have delivered in regard to any special instructions you have left.
Since a signature is required to confirm delivery, we cannot deliver to Post Office addresses.
All items sent to the Northern Territory are charged at a flat rate of $9.90 and are sent using Express Post. Goods will be sent within 48 hours from receipt of payment and you will be notified once they have been dispatched. Express Post generally takes 1 to 3 working days to arrive within Northern Territory.
Free shipping is offered Australia wide on all purchases of $300 AUD or more.
top of page
International Shipping Costs
All items sent internationally will be sent via registered Air Mail. Goods will be sent within 48 hours from receipt of payment. All parcels will be insured for up to $200 AUD. Generally, shipments are delivered to most countries within 3 to 10 working days however we can no assume responsibility for any delays.
Currently we ship to:
New Zealand
ASIA PACIFIC
Hong Kong
Japan
Singapore
USA/CANADA/MIDDLE EAST
United States
Canada
EUROPE
Belgium
Denmark
Finland
France
Germany
Greece
Ireland
Italy
Netherlands
Norway
Sweden
United Kingdom
International shipping costs vary in price by zone. Please see table below for international shipping prices pertaining to your location (prices are in AUD).
| ZONE |
SHIPPING COST |
| Zone A - New Zealand | $19.00 |
| Zone B - Hong Kong, Japan and Singapore | $21.00 |
| Zone C - Canada and the United States | $23.00 |
| Zone D - Belgium, Denmark, Finland, France, Germany, Greece, Ireland, Italy, Netherlands, Norway, Sweden and the United Kingdom | $26.00 |
If you wish to purchase from our site and your country is not listed in the above table please contact us at enquiry@lisamarinucci.com.au to enquire about shipping to your country.
IMPORTANT
Customs Tarrifs/Taxes are not included in shipping costs. We are not responsible for any additional charges your order may incur once the item has left Australia. Should you refuse to pay any additional charges, and your order is returned to us, we reserve the right to deduct these costs from your refund. To avoid this from happening, we strongly suggest that you check with Customs for any restrictions or charges.
top of page
Delivery Times
We try and ship all items within our quoted time frame, 48 hours from receipt of payment, or quicker if possible however sometimes delays beyond our control occur and deliveries are delayed. Items are shipped Monday to Friday, excluding public holidays.
Approximate delivery times are as follows:
Australia, excluding Northern Territory: 1 to 3 days
Northern Territory: 1 to 3 days
International: 3 to 14 days
Once your item has been dispatched you will receive a delivery confirmation email which will have the postage method, contact details and tracking number, including any instructions needed for your parcel. If your goods were delivered via courier this number will let you track the progress of the shipment, if your goods were delivered using another postage method, this tracking number can be used to follow the parcel should anything go wrong.
You can also track the progress of your order at any time through logging into your account and selecting the ‘My Orders’ option. Once in here you can click on any order and check its status.
top of page
Shipping Restrictions
Lisa Marinucci does not ship to P.O. Boxes so please always use a street address when filling in delivery details.
top of page
Multiple Shipping Addresses
If you order multiple products, at this time Lisa Marinucci can only ship your order to one address. You will be asked to enter the shipping address for your order during checkout. We understand your order may include gifts to be delivered to multiple addresses. You will need to place separate orders for each address you wish to ship to.
If however you wish to purchase a product and a gift voucher at the same time and send them to different addresses you are able to do so. You can send the product to one delivery address and send the gift voucher via email, or if you wish to have your gift voucher physically delivered you are able to send this to a different address than the product.
top of page
JEWELLERY CARE GUIDE
General Jewellery Care
Each piece of Lisa Marinucci jewellery is hand crafted in Australia using a range of high quality materials. We ask you to follow our care instructions below and care for each piece as it deserves so you maintain their quality and longevity.
- Avoid placing excess strain on necklaces, chains or bracelets.
- Try and store pieces individually in soft cotton cloths, jewellery boxes or our signature pouches to prevent scratching and tangling.
- Avoid storing pieces in direct sunlight or extreme heat or cold.
- Pieces have not been designed to be water proof so please avoid wearing in situations where they will be in full contact with water.
top of page
General Cleaning
- The body contains its own oils which can be transferred onto jewellery pieces when wearing; to maintain the shine and finish of each piece it is best to wipe over pieces with a soft cotton cloth after each wear.
- There are certain products that you can purchase that can be used specifically for cleaning costume jewellery. Read labels to be sure that the product doesn’t contain ammonia, vinegar, acid or alcohol. These substances can be too harsh for delicate materials. If your piece contains pearls or semi precious stones, be sure that the cleaner indicates that it will not harm them.
top of page
Gold Jewellery Care
The finish on gold plated jewellery may fade over time. We take every effort to provide a strong finish to minimise this however you can also take the following precautions with your pieces to try and prevent this from occurring:
- Please try and avoid contact with substances such as hairspray, perfume, lotions or harsh chemicals which may affect the finish. The best way to protect your pieces is to spray your perfume or hairspray before you put your jewellery on in areas which your jewellery will not be directly sitting. Waiting 5 minutes before you put your jewellery on is also recommended to allow these substances to dry.
top of page
Sterling Silver Cleaning
Sterling silver oxides over time which can lead to the metal darkening and loosing its shine. There are several ways which you can clean sterling silver:
- Clean smooth or larger surfaces with a sterling silver polish cloth. These cloths can be purchased from most jewelers or department stores and are impregnated with silver cleaner and anti-tarnish agents to maintain the shine of silver pieces.
- For chains and other sterling silver which is small or hard to clean you can purchase ‘jewel clean’ which is a cleaning bath or ‘silver foam’. Please follow the instructions for these products and note you may have to rinse pieces afterwards. Take care to dry your jewellery completely after washing, because moisture can damage surfaces and cause them to rust or become pitted.
top of page
Brass Cleaning
Brass will oxide over time turning a darker, more vintage looking gold. You can either leave your brass like this if you are happy with the way it looks or you can polish it using a brass cleaner such as brasso. Brasso can be found in most supermarkets. Dab some onto a cotton cloth and wipe over the area to be cleaned. Dampen a clean part of the cloth and then use to wipe excess polish off the piece.
top of page
Fabric/Ribbon Cleaning
The gross grain ribbon used in some pieces is quite easy to clean. Wet the area that is soiled, squeeze a small amount of detergent into your hands and rub over wet area. You can also rub the ribbon together to generate a more thorough clean (be careful not to rub so hard you damage the ribbon). Once you are satisfied the area is clean, rinse with warm water until all the detergent has gone, take care not to get water over the remainder of the jewellery piece.
If the stain is on a ribbon wrapped bracelet, wet an old (non stained) toothbrush with warm water, place some detergent on the toothbrush and softly rub over the area to be cleaned. Once you are satisfied the area is clean, rinse the toothbrush clean and use to softly rub off any detergent, you can also dampen a clean cloth and blot any excess detergent off. Leave ribbon/fabric to dry. Make sure the ribbon is completely dry before wearing again as wet or damp ribbon/fabric will attract dirt easier.
top of page
GIFT SERVICES
Gift Advice
If you are having trouble choosing a gift we would be happy to help you decide on the perfect piece. Please send an email to giftadvice@lisamarinucci.com.au with details of the occasion, recipient and any likes or dislikes they may have. The more information you provide us with the easier it will be to choose the perfect present. Please include your contact details so we can follow up with you. We look forward to making your gift shopping an enjoyable and easy experience.
top of page
Gift Wrapping
Lisa Marinucci offers a gorgeous gift wrapping service to ensure that any gift you purchase is perfect. You will have the option to purchase gift wrapping during checkout, however if you are like us you will want to see how your item is going to arrive so you can have a sneak peak by viewing our gift wrapping page.
If you select your product(s) to be gift wrapped then your purchase will be wrapped in scented vanilla tissue paper then boxed in a beautiful cream gift box and finished with peach satin and cream gross grain ribbon, with an oh so sweet white butterfly. Our gift wrapping service also includes a gift card which will be hand written for that personal touch. Simply fill in your gift card message once you have chosen to have gift wrapping. We are also happy to send the gift directly to its lucky recipient, just fill in the delivery address details when prompted.
If you are purchasing more than one item you can choose to have each item wrapped separately, each will have its own gift box, or all items wrapped together in one gift box.
The recipient will receive customer service details with their package should they need to contact us at any time regarding the gift.
top of page
WISH LIST
Wish List Help
In order to create your very own Wish List, you must first have an account at lisamarinucci.com.au. Don't have a Lisa Marinucci account? Let's go get you set up.
top of page
FAQ’S
1. Do you do special-made orders?
At this time, we are sorry, but we can not complete special bespoke orders.
top of page
2. I am unable to sign up/create and account because my country is not listed on the sign up page, why?
Unfortunately at this stage we only ship to those countries listed under International Shipping Costs in our customer service section, or those listed on the shipping cost pop up window. Because we can not ship to your country we are unable to allow signup as it may interfere with our processing systems. Please check back over time as we may have included your country in our shipping zones.
You can still sign up to our newsletters by putting your email address in the newsletter box located on the left hand menu of the site to get all the latest news about the label.
top of page
3. I don’t have a credit card; can I still shop with Lisa Marinucci?
Absolutely, we offer direct deposit payments for your convenience. Proceed through the checkout as normal and when you are prompted to choose a payment method on page 4 of the checkout, select ‘Direct Deposit’.
Paying through direct deposit may slow down delivery as we need to wait until your payment has been cleared before we can dispatch your order. Payments can take from 1 to 4 working days to clear.
top of page
4. Is shopping on your website safe and secure?
Absolutely, We take every reasonable precaution to ensure that our site is safe. All credit card transactions on this site are processed using eWay, Australia’s leading payment gateway. eWay uses 1024 bit bank encryption to process your payments in a secure online payment gateway. lisamarinucci.com.au does not store. or see any of your credit card information.
To further ensure that your shopping experience is safe, lisamarinucci.com.au uses Secure Socket Layer (SSL) technology. Our SSL technology encrypts and protects any data you send to us over the internet, ensuring that it is kept confidential. If SSL is enabled you will see a little gold padlock down the bottom of your browser and the address bar will begin with https rather than http.
top of page
5. What currency are prices displayed in?
All prices listed on the Lisa Marinucci site are in Australian Dollars. If you wish to get the approximate value in your currency please visit a currency converter website such as www.xe.com.
top of page
6. What is the difference between treasure box pieces and other jewellery pieces on your website?
Treasure box pieces are a special collection of one off pieces designed and made using vintage jewellery and components. These are then merged with contemporary components to create unique, one of a kind jewellery pieces which are only made available to Lisa Marinucci customers that shop in our online boutique. There will only ever be one of each piece and designs will vary widely according to vintage materials sourced. New designs are added to the collection when new materials are sourced.
top of page
7. Can you make slight changes to any piece for me?
We are sorry but at this time we can not alter or change pieces to suit special requirements. Pieces are sold as seen and described on our website.
top of page
8. My gift voucher/promotional/discount code is not working, why?
All codes are case sensitive meaning they need to be entered exactly as you see them. Make sure you have entered the code as seen on screen, making use of any capital or lowercase letters. If your code is still not working after you have done this please contact us for further assistance.
top of page
9. I can’t remember my password. Can I get a new one?
If you have forgotten your password please don’t worry as we will issue you with a new one straight away. There is always a link, on the ‘My Account’ page, located under the ‘Returning Customer’ title. Simply click where it says forgotten password and you will be directed to a page where you will be asked to enter your email address; this is so we can send you your new password.
For security reasons you will be sent a new password. Please use it to login to your account, at which time you can change your password to something more personal using the 'My Profile' section of your account.
Please note that passwords are case sensitive.
top of page
10. When I logout of my account it doesn’t seem to save the items in my shopping bag, why?
Our site has not been designed to save any items you have placed in your shopping bag which have not been purchased. If you wish to save items for referral or purchase later on please use the wish list function available to you if you have any account with us. Here you are able to save a list of your favourite pieces.
top of page
11. Do you offer free shipping?
Yes, we do offer free shipping on any items over $300 to be shipped within Australia.
top of page
12. What is your privacy policy, and what information will you collect from me?
Your privacy is very important to us. Lisa Marinucci recognises the trust you are placing in us through your dealings with us. We do everything we can to maintain that trust. We hold ourselves to the highest personal standard. If you use the lisamarinucci.com.au website, personal information will be collected directly from you so that we can provide you with the services you have requested. Lisa Marinucci will not use your personal information for any other purpose without your consent. Please view our full privacy policy here.
top of page
13. Do items always look exactly the as they do on screen?
Whilst all images of jewellery are photographed and placed on the web as is, lighting and the varied range of computer screens available on the market make it impossible to guarantee that colouring is always exactly the same as your computer may show.
We endeavour to provide you with the exact stones and findings as seen on screen however in some cases if our suppliers do not have stock, we have no choice but to replace materials/stones/findings with another. In this instance Lisa Marinucci will always endeavour to find the closest match possible. Please note dissatisfaction with colour or stone will not be grounds for a refund/exchange.
As Lisa Marinucci generally uses genuine semi-precious gemstones (which are not machine produced) there may be slight imperfections and variations with each stone. This is a testimony of the genuine nature of the handcrafted stones used by Lisa Marinucci in all items of jewellery and therefore will not be considered adequate grounds for a refund/exchange.
top of page
14. I am not receiving any emails from you but i am a subscriber/have an account with you.
There are a few reasons you may not be receiving emails from us. Firstly, the mail we send may be getting mistaken for spam and not being delivered to your inbox. Add enquiry@lisamarinucci.com.au to your contacts safe list in your email program to ensure that any emails we send you won't be mistaken for junk. We also use other addresses to communicate with you but they all end with @lisamarinucci.com.au so if saved once you should receive all other emails from us.
Secondly, we may not have sent out any newsletter/promotional emails in the period since you signed up. Newsletters go out once a month so if you think you have missed out, email us at customercare@lisamarinucci.com.au and we will check and re-send you any emails you may have missed out on.
A good indication of whether you are receiving emails from us is to check that you receive a 'Welcome' email once you create an account with us. If you did not receive this email check your spam folder and add enquiry@lisamarinucci.com.au to your contacts safe list in your email program.
top of page
