ASK US

 A. PRE-SALES ENQUIRIES

 1. May I see the jewellery before I buy it?

  • Lustre retails exclusively online and at various pop ups and fairs within Singapore and Hong Kong.
  • Keep an eye on our Facebook page here, where we post our upcoming events. 

2. How do I receive emails or information on upcoming events?

  • We send out emails for new product launch and our bi-annual sales from sales@shoplustre.com 
  • Sign up on our website to receive a heads up on all our goodies, discounts and more.
  • For information on our upcoming events, and pop-ups, you can head on over to our Facebook page here

3. I have a question about an item I want to buy online

  • Email us at sales@shoplustre.com for any product enquiries.
  • Please include the actual product title in your email/message. 

4. Is my email address safe with you? 

  • We do not share our lists with any third party.
  • We send out emails only about once a month, to alert you of new collections, or new discounts.

 

B. PRODUCT ENQUIRIES

1. Will you customise a piece of jewellery for me?

  • We do not undertake any customizations on our jewellery.
  • This includes ring resizing and engraving.

2. Does the jewellery look the same as in the photos?

  • Yes, we try our very best to make sure that our photos are real representations of the jewellery itself.
  • We do not colour enhance the photos in any way except to make the background a pure white.
  • In addition, we shoot our products in natural light, so that the gemstones in the photographs are as real as is possible to the actual piece of jewellery itself. 

 

C. SHIPPING

1. Do you ship internationally?

  • We are happy to serve shoppers from all over the world.
  • Pricing may vary based on your final shipping destination and duties and taxes are the responsibility of the buyer. 

2. What are my shipping options?

       Within Singapore:

  • For orders under SGD $99 and under, you may choose Singapore Registered Post or the courier option. All registered post articles have a tracking number and will need a signature to receive.
  • All orders SGD$100 and over, automatically use a trusted courier service like Uparcel. 
  • Registered Post takes between 1 to 3 working days. We do not post out parcels on Public Holidays or Weekends. 
  • We send you an email with a tracking number when the parcel is shipped out. 

      International Orders

  • All international orders are shipped via Singapore Registered Post. 
  • Lustre is not responsible for any shipping duties and taxes, which need to be borne by the customer. 
  • Delivery timings vary depending on your location. All registered post articles have a tracking number and will need a signature to receive.
  • We send you an email with a tracking number when the parcel is shipped out. 

 3. How long will it take to get my order?

  • All items ship within 24 hours. 
  • Choosing the courier service option ensures that you receive your items within 48 hours.
  • For international orders, shipping times vary based on the chosen shipping destination, and this can get affected during the peak seasonal holidays of Chinese New Year and Christmas.

 4. How do I track my order once it has been shipped?

  • An email notification with a tracking number will be sent to you once we ship your order.
  • To check on the status of your shipment, click on the tracking number displayed in the email.

 5. Is it safe to mail jewellery?

  • Yes, we ship our jewellery with trusted carriers such as Uparcel, and Singapore Registered Post.
  • All orders received before 12 noon will be shipped out the same day.
  • Please do note that there will be no registered mail shipping out over weekends, or courier shipments on Sundays. 

 6. Is shipping free?

  • All orders $300 or higher receive free standard shipping worldwide. Within Singapore, you get free next day courier service.
  • For orders below this amount, our shipping rates are very reasonable both for worldwide and local shipping. We offer flat shipping rates - which means you pay the same rate for a single item of jewellery or multiple pieces.

 

For urgent orders, please contact us via message or what’s app

 

D. RETURNS & WARRANTY

1. What if my item breaks in transit?

  • We take extremely good care with packaging our products when shipping out an item. Prior to that, each piece of jewellery is checked by us to ensure that it is in good condition. 
  • In the event that an item does break in transit, please send us an email at sales@shoplustre.com with a photo of the broken piece as soon as you get it. We will organise a replacement or a refund for you as soon as we receive the return

 2. If I paid for shipping and return my item, do you refund the shipping fee?

  • Shipping charges are only refundable if we shipped you an incorrect item.

3. What is your return policy?

  • We have a no questions asked refund or return policy. If for any reason you are dissatisfied, you may choose to refund or exchange your item for anything else in stock within 7 days from the date you receive your shipment. All refunds will be made via the same mode of the original payment. 
  • If for any reason you are dissatisfied, you may choose to refund or exchange your item for anything else in stock within 7 days from the date you receive your shipment. All refunds will be made via the same mode of the original payment. 

4. How do I return an item I have purchased?

  • Drop us a line within 7 days of receiving your parcel at sales@shoplustre.com and just let us know it didn't work out.
  • Send us back our item as soon as possible via Registered Post and send us the tracking number.  
  • We will refund the amount you paid for the item, minus shipping fees, as soon as we receive the items and ensure that it is in good condition, are free from scratches, blemishes, sizing or alterations, and without signs of wear or tear.

5. Do you offer a warranty on your products?

  • Lustre stands by the quality and craftsmanship of each piece we manufacture. Please retain your original receipt for all refund/repair services. We agree to repair or exchange any item that we deem to be damaged due to a manufacturing defect. This warranty expressly excludes coverage for excessive wear and tear and/or physical/accidental abuse, loss (including loss of stones) and theft. 
  • Repair or service performed by anyone other than Lustre will immediately void the warranty.  Our warranty period is 30 days  
  • All repairs undertaken by us for items bought outside of the 30 day period will bear a repair cost.  We are always happy to hear of any concerns you might have, so please do not hesitate to email us at sales@shoplustre.com

6. How long will I have to wait for a refund?

  • Once we receive your returned item and have deemed it untampered with in any way,  a refund will be made within 7 days.
  • Refunds will be issued using the same mode of payment used in the original purchase.

7. How do I cancel an order once it has been submitted?

8. Is the refund policy the same for items bought at a pop-up or online?

  • If you are dissatisfied with your online purchase, you may refund or exchange your items within 7 days from the date you receive them. We only accept that are unused and in their original packaging. 
  • For products purchased in person at a pop-up or at one of our events, you may choose to exchange your items. We are unable to give you a refund for items bought by you in person. Please do keep your sales receipt handy.