Shipping Information

Orders are processed Monday through Friday, excluding national holidays in Malaysia. We endeavour to ship all orders within four (4) business days.

We ship to whichever address is filled in by you as the “Shipping Address” at checkout. If you enter an incorrect address in any way, you will be responsible for reshipment fees and any other fees that may apply. If the package is returned to us, we will reconfirm the correct shipping address with you and reship the package. Refunds (if possible, for the item under our Returns Policy) at this point will not be permitted. If the package is delivered to the wrong address and you do not receive it, a replacement will not be shipped, and a refund will not be permitted.

We ship everything via DHL e-Commerce, which means that once it arrives in your home country, it will be passed over to your local postal service. What that means is that if you have a less than reliable local postal service in your home country, or live a long way out from the city, as with every other parcel you receive, your shipment will take time to arrive. No guarantee is made that shipments will arrive within any time frame, but generally please allow 3 weeks for delivery to major cities in the United States and United Kingdom and longer for the rest of the world and remote locations, subject to local postal service efficiency once the shipment arrives in the destination country

You are solely responsible for any customs and import duties or other applicable taxes.

Please do not order items that are illegal to import into your country. Laws are different in every country. It is your responsibility to check with your Customs office to see if your country permits the shipment of our products to your country.

If for any reason your package is seized by Customs officials, we will not be able to issue a refund (if possible, for the item under our Returns Policy) unless all products are returned in their original condition.

Returns and Refunds

Returns and refunds are only permitted for the following categories of products:

  • Gemstones
  • Stone Setting Practice Sets

If you’re not entirely happy with your product, they can returned in their original packaging within 7 days of receipt. Please feel free to contact us at shop@lucywalkerjewellery.com to let us know.

You should return the full package via registered post or courier and shall bear all shipping charges in the event of a return. You shall provide to us the tracking number of the return shipment if so requested.

If you choose to return the stones using a regular postal service rather than courier, then unfortunately we cannot be responsible for any parcels lost.

Processing time for refunds is usually 7-14 business days from the time the returned package is received by us. An email will be sent to confirm receipt and processing of your refund request.

Refunds will be paid out to the same payment method you used during the checkout process.

All other products not in the above categories will not be eligible for returns and refunds.

 

Last Update: 22 June 2021