Frequently Asked Questions

We accept payment via Visa, Mastercard, American Express, PayPal, Apple Pay and Google Pay. A 50% deposit is processed when your order is placed, with the remaining 50% balance automatically charged once your piece has been completed and dispatched.

Yes, we offer custom and bespoke creations where we work one-on-one with you to design your own LUCCÈ piece. The cost of customisation depends on the intricacy of the design and the materials required to handcraft the piece. We provide transparent pricing based on your design choices and will work within your budget to create something truly extraordinary. To enquire about custom designs, please email us at info@luccediamonds.nz and our team will assist you.

Once your order is processed, you'll receive a tracking number via email. You can use this number to monitor the shipment status through our courier partner.

First, please check your spam and junk folder to see if the confirmation email appeared there. We also ask you to review the contact information provided to ensure it is up to date and correct. Once checked, please email us at info@luccediamonds.nz and our team will assist you and confirm your order.

Each LUCCÈ piece is handcrafted to order. Most jewellery is made to order, typically completed within 50 business days. For any questions regarding availability, contact us at info@luccediamonds.nz, we're always happy to help.

Bespoke and made-to-order commissions typically take 2 to 6 weeks from design finalisation to delivery. For more complex creations, an extended timeline may be agreed upon privately; your LUCCÈ specialist will confirm all details before work commences.

We do our best to accommodate time-sensitive orders. Email us at info@luccediamonds.nz with your required date and we'll confirm whether a rush option is available for your chosen piece.

All LUCCÈ jewellery is made to order, handcrafted individually to the highest standard. We also carry a curated selection of ready-to-ship pieces; these are clearly marked within the product description. If you're unsure about availability, reach out to us directly at info@luccediamonds.nz and we'll assist you promptly.

While every piece is crafted with meticulous care and we do our utmost to meet agreed timelines, unforeseen circumstances can occasionally arise. Should there be any delay, we will contact you promptly with an updated timeline and ensure you are fully informed every step of the way.

We understand that a vision can evolve. If you need to make minor modifications once production has commenced, please contact us as early as possible at info@luccediamonds.nz. We will do our best to accommodate your request depending on the stage of production, while maintaining the exceptional standard of craftsmanship LUCCÈ is known for.

We ship across Australia and New Zealand with complimentary fully insured shipping. For clients in Perth, showroom pickup is also available from our partner showroom, Stefan Diamonds.

For clients across Australia and New Zealand, please allow 2 to 6 weeks for crafting and delivery. The delivery times are estimates from our shipping partners; peak periods and unforeseen events may affect these times.

Every LUCCÈ order is sent with complimentary express, fully insured shipping. As each piece is made to order, we will notify you once your jewellery has been crafted and dispatched, along with your tracking details. Once dispatched, domestic orders within Australia are typically delivered within 1 to 3 business days.

Orders to New Zealand and other international destinations are typically delivered within 5 to 7 business days of dispatch. Your piece is sent with complimentary express, fully insured shipping, and we will notify you with tracking details once it has been crafted and dispatched.

If showroom pickup is chosen at checkout, please allow a minimum of 2 to 5 business days in addition to your Completion Date for your order to arrive at the Perth showroom. Upon collection, a physical ID (driver's license or passport) that matches the name on the order, or a third-party name that has been authorised, is required.

We recommend first checking with your reception, concierge, neighbours or building management, as parcels are occasionally left in a safe place. If you're still unable to locate your order, please email us at info@luccediamonds.nz and our team will investigate with the courier immediately.

For the most up-to-date information on customs delays, please contact DHL or email us at info@luccediamonds.nz. We'll work with you and our shipping partners to resolve any delays as quickly as possible.

Import duties and taxes may apply to international shipments. These charges are determined by the customs authority of the destination country and are outside of LUCCÈ Diamonds' control. Any applicable duties or taxes are the responsibility of the customer, and we recommend checking with your local customs office before placing your order.

Once your order arrives in the destination country, the customer is liable for all customs fees and taxes required to release the parcel. LUCCÈ Diamonds is unable to offer a refund where a customer chooses not to pay the relevant duties or fees. If a parcel is returned to us due to unpaid duties, any redelivery costs are the responsibility of the customer.

If you are sending a piece back to us from overseas for servicing, resizing or a warranty assessment, please declare the parcel as "Returned Goods - Warranty Service" so it is not treated as a new sale. Any import fees incurred on re-entry remain the responsibility of the sender.

Ready-made jewellery is eligible for a 14-day exchange or store credit from the date of collection or delivery. No refunds are offered for change of mind. The item must be unworn and returned in its original packaging. Store credit issued is valid for 12 months.

A 50% non-refundable deposit is required to commence your custom piece or engagement ring. Once the diamond has been approved and ordered, the commission cannot be cancelled. No refunds are offered on bespoke pieces. The balance is payable before collection.

Diamond sourcing deposits are non-refundable. Once the supplier order has been placed, no change of mind is accepted. If the supplier is unable to provide the stone, your deposit will be refunded in full or transferred to an alternative stone at your discretion.

Each LUCCÈ piece is covered by our Limited Lifetime Craftsmanship Warranty from the date of collection or delivery. This warranty covers manufacturing and craftsmanship defects only and excludes normal wear and tear, third-party alterations, and accidental damage. For any warranty enquiries, please email info@luccediamonds.nz.

Yes. We offer one complimentary resize within 60 days of collection, giving you complete confidence in your purchase. This applies to rings where the design allows resizing. Some styles, such as full eternity bands, cannot be resized and would require remaking. Please contact us at info@luccediamonds.nz to arrange your complimentary resize.

To keep your piece looking its best, gently clean it with a soft, lint-free cloth and warm soapy water. Avoid exposing your jewellery to harsh chemicals, perfumes, or abrasive materials. We recommend having your piece professionally checked and cleaned annually.

Yes. Every LUCCÈ piece is crafted with premium laboratory-grown diamonds that are physically, chemically and optically identical to mined diamonds. Each diamond is hand-selected to meet our uncompromising LUCCÈ quality standards, ensuring exceptional brilliance, beauty and craftsmanship in every piece.

We have created a LUCCÈ ring size conversion chart covering UK, Australian, New Zealand and US sizes, along with inside diameter and circumference measurements in millimetres. Download the LUCCÈ Ring Size Conversion Chart (PDF).

We begin with a personal consultation to understand your vision, style and budget. Our designers then create a bespoke concept, followed by a detailed CAD (Computer-Aided Design) for your review and approval. Once the design is finalised, our master craftsmen handcraft your piece with exceptional attention to detail. From final design approval, the process typically takes 2 to 6 weeks to complete and deliver your finished jewellery.

In some cases, we can incorporate stones you already own into a bespoke setting. This depends on the quality, size and suitability of the stone. Please contact us at info@luccediamonds.nz with details and our team will advise.

We offer complimentary engraving on most pieces. If you would like your jewellery engraved, please include your engraving request when placing your order.

Once your order has been processed, engraving requests cannot be added. Likewise, if engraving has been requested and your order has been processed, the engraving cannot be removed or reversed. Please ensure your engraving details are correct before submitting your order.