Australia Post is currently experiencing significant delays due to COVID-19 and Melbourne restrictions. We will continue to fulfil orders within two business days, however please allow extra time for orders to arrive.



FAQs

Collaboration

We're a super small business (like SUPER small) so don't typically have the ability to give away pieces for free. However, if you're a fan of ours and think that our brands align please feel free to drop us an email. 

Care

Each product page contains specific care instructions.

If you experience any reactions to the metal components of the jewellery please discontinue use immediately.

Variance in Materials

Patterns may vary across products, particularly for our resin products and natural stones.

Currency

All prices are listed in Australian Dollars (AUD). Your bank will determine the exchange rate that you will be charged.

Shipping

Your order will be shipped within 2 business days of order receipt.

Domestic orders
Once shipped, orders within Australia ship via Australia Post. Parcel Post will take 2 to 6 business days to reach you, and Express Post orders will take 1 to 2 business days.  A flat rate of $5 will be charged for Standard mail and $11 for Express.

International orders
We ship to anywhere in the world via Australia Post Standard or Express mail.

New Zealand
A flat rate of $15 will be charged for Standard mail and $30 for Express.

Elsewhere
A flat rate of $21 will be charged for Standard mail and $36 for Express.


Please note that these are estimated delivery times and once your order has been delivered to Australia Post we are no longer in control of delivery times and can not guarantee delivery dates.  As such lupo. will not be liable for any reasonable or unavoidable delay in delivery. Please check the Australia Post website for further details on estimated shipping time frames for your location.

When your order is shipped, an email containing a tracking number will be sent to you. If you have not received a shipping confirmation email within 3 business days of placing your order please email us. It is your responsibility to arrange for re-delivery or pick up from your post office if the parcel cannot be left at the address provided.

Returns and Exchanges

Due to hygienic reasons unfortunately we cannot accept refunds or exchanges of accessories due to change of mind. Please choose carefully and feel free to contact us via email with any product specification questions.

Refunds for faulty items
All items are quality checked before they are shipped. If you received a damaged or defective product, please email info@lupo.studio within 14 days of receiving the order. Please include your order number and a photo of the damaged item. From here we will advise of a return address.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.


When exchanging a product, the time it may take for your exchanged product to reach you may vary depending on where you live. You should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your bank, it may take some time before your refund is officially posted. If you’ve done all of this and you still have not received your refund, please contact us at info@lupo.studio

Taxes and duties

All international orders may be subject to taxes and duties. lupo. is not responsible for any taxes or duties applied to your order. Please contact your local customs office for further information regarding taxes and duties.