How do I redeem a discount code off my first order?

To receive 15% off your first order from The Loved, fill out our mailing list pop-up form. You will receive an email with a discount code included. To apply this code to your order, add your code during checkout where it asks for a discount code. Please also check your junk mail as it can find its way into there.

The item I want is out of stock. Will you restock it?

If you would like to order an item that is marked as out of stock, click the “Notify me when back in stock” button on the product page. Alternatively, please feel free to email info@theloved.com.au and we can let you know when the item is expected to be back in stock.

Where is my order? 

You will receive an email confirmation email your tracking number as soon as your order is dispatched. You will be able to track your order online by using the Australia Post website. If you are having issues with tracking, please contact us by emailing info@theloved.com.au or via the form below.

I put the wrong address on my order. How do I change it?

If you have made an error in your shipping address, please contact us as soon as possible by emailing info@theloved.com.au. If your order has already been dispatched, please note that we are unable to change the shipping address. If this occurs, please contact Australia Post as they may be able to assist. Once an order has been delivered to the submitted shipping address, The Loved cannot be held responsible for lost or stolen packages.

I want to change or cancel my order. Can I?

We pride ourselves on shipping orders as soon as possible which means we can only accept changes or cancellations if you contact us before dispatch. If you change your mind about your order, we do offer 30 day refunds for all purchases excluding earrings, personal care goods and perishable items. Please refer to our refund policy for more information on how to request a refund.

Unavailable items

We’re human. Sometimes errors can happen. If for some reason, an item is unavailable, and we are unable to fulfil your order we will let you know by email as soon as possible and whether we can provide you with an alternative option. If this occurs, we will refund your payment immediately if you elect to do so.

Gift Cards:

A gift card is a great idea for when you aren’t sure what to get someone. The Loved offer E-Gift Cards, which are delivered by email and include instructions on how to purchase from The Loved with their voucher. Gift Cards do not have additional processing fees. Gift Cards are valid for 12 months from the date of purchase.

Payment methods:

The Loved accepts Visa, Mastercard, American Express, Shop Pay, Paypal, Afterpay, and gift certificates. Once payment has been processed you will receive an email notification with your order confirmation. Afterpay is an interest free payment plan option. The funds for the first payment will need to be available on your card at the time of purchase. For more information see https://www.afterpay.com/en-au. Direct deposit may be available. please contact info@theloved.com.au if you would like to use this payment method.

Gift wrapping, messages and gifting

We send all orders in a beautifully designed mailing box. To minimise wastage, products are sent in one single box. If you would like multiple boxes for multiple gifts in one order, please advise
us by adding a note at the checkout or emailing us at info@theloved.com.au.

Do you offer free shipping?

Yes, we offer free standard delivery on all orders over $75.

Do you ship to PO Boxes?

Yes, we sure do!

Delivery

Please ensure you provide a shipping address where someone is available to accept the delivery. We are unable to redirect products once an order has been dispatched.

Unfortunately, we are unable to take responsibility for any unforeseen circumstances which may cause your delivery to be delayed.

All orders are packed in either a pouch or box and placed in a mailer box/bag. If your jewellery arrives in a damaged or faulty condition, please contact us immediately by emailing info@theloved.com.au

How do I seek a refund?

Any purchases made through The Loved must be returned within 30 days from the date of purchase. For hygiene reasons, we can not accept returns on earrings. We also cannot accept returns on personal care goods or perishable ideas. We do not offer refunds or exchanges on any sale items.

If you would like to return your purchase, please contact us by email on info@theloved.com.au.

If you refund request is accepted, we will provide instructions on how to proceed.

All customer returns are at the customers expense and must be returned in their original condition, unworn, undamaged and in its original packaging.

When will I receive my refund?

Once your order has arrived, it can take up to 5-7 business days to process and refund your payment. Once the refund has been processed, we’ll contact you and let you know.

Faulty goods

Whilst we inspect each item before dispatch to ensure the quality, sometimes items may incur a fault. If this happens and your products arrive faulty or damaged, please contact us immediately by emailing info@theloved.com.au and include your order number, contact details and images of the product. Items will be assessed upon return. Should a refund be required, funds will be processed and returned via the original method of payment used to place the order, excluding shipping costs.

Please note, faulty items do not include items that have been worn. If your worn item is faulty, please see warranty section.

Warranty

Items come with a warranty of Between 30 days and 1 year depending on the item that you have purchased.

Warranties are effective from The date of purchase and covers manufacturing faults and defects in materials.

Warranties do not cover accidental breakage and general wear and tear which includes scratching, tarnishing or fading. 

Please refer to our Care Guide section for jewellery care tips.

We would love to hear your feedback on your experience shopping with The Loved as well as your purchases. You can provide feedback by emails info@theloved.com.au.

Feedback may be published on our website or social media platforms with any identifying information excluded.

If you're interested in being stocked on The Loved, please email info@theloved.com.au