Customer FAQ's

How can we help?


Returns & warranty

What is Lalume The Label’s return policy? 

Change of Mind

Lalume allows customers to exchange or refund their jewellery due to change of mind within 14 days of their initial purchase. 

Our Change of Mind Policy excludes earrings of any style due to Health and Hygiene Laws regardless of being worn or unworn. 

To be eligible for a change of mind return, your item/s must be unused and in the same condition that you received the item when purchased. Items are only able to be exchanged once and must be returned to Lalume The Label within 14 days of the original purchase date. 

What is the Lalume Warranty?

Lalume offers all customers three months warranty for all faulty jewellery from date of purchase. 

Faulty jewellery includes; Broken Chains/Clasp/Stones, manufacturer error that inhibits the proper use of the jewellery and discolouring - does not include fading from use in water.

All transactions outside the three month warranty period can not be returned or exchanged due to faults. We can not accept returns/exchanges for lost items. 

Do you offer exchanges?

Yes we do! Please see our refund policy for further details.


How do I care for my jewellery? 

All our jewellery is made using the finest quality metals. Please refer to our Jewellery Care guide for more information. 

Help! My earring clasps are not clipping in properly. Are they faulty?

 All our jewellery is made using 925 Sterling Silver, the highest grade of silver possible. Due to the nature of silver it is a malleable metal, meaning it is prone to bending. It is common that the post on our earrings moves in the process of putting them on or wearing them. 

Over time this may result in your earrings fitting loosely, or failing to click in. 

When experiencing this, your earrings are often not faulty or broken. Please stop wearing them to avoid losing them and follow these instructions to adjust your earrings: 

Gently lift the part of the clasp that goes through your ear (the post) slightly up or down. A small adjustment can tighten them a lot. Adjust until the clasp clicks in or until the desired tightness. Over time through taking them on and off you may find the clasp gets loose again, simply repeat the above steps. 

If you are still having trouble please email us as soon as possible at 

Can I wear my gold plated jewellery in the water? 

We encourage you to keep your jewellery out of any water, including showering, swimming in saltwater or chlorinated water. This will help the jewellery stay lustrous and shiny. It will also help prevent you from losing your jewellery in the water. 

Orders & Shipping

Can I update my order or change my shipping address? 

If you need to make any changes to your order, including adjusting and cancelling the order, or changing the shipping address, please reach out within 24 hours of placing the order. 

Kindly note that as our team works hard to get your order dispatched as quickly as possible, we may not be able to cancel or update your order upon request.

How can I track my order? 

Once your order has been placed, you will receive an automatic email with your tracking number to track your parcel. Please reach out to should you have any problems with your tracking information.


What payment types do you accept?

We accept payments from all major credit cards; Visa, Mastercard, AMEX, and JCB. 

For your convenience we also accept PayPal.

Deferred payment options Afterpay and Klarna are also available please see further information on each payment type below. 

All prices  are displayed and processed in Australian Dollars AUD. International bank charges may apply. 


We accept Afterpay on Australian domestic orders only.For further information on Afterpay please read here


We accept Klarna online at only. For further information on Klarna please read

Do you sell gift cards?

Gift cards are available for purchase online.Gift cards can be redeemed online by entering the gift voucher code into the voucher section of the cart. Gift cards are valid for use 3 years from the date of purchase.

Gift cards are non-refundable, non-transferrable and must be treated like cash. Lalume takes no responsibility for lost or stolen vouchers or voucher codes.

If your order is placed online the voucher code will be sent to the order recipient. If the voucher is a gift, this email can be forwarded on to the receiver.  

Get in touch

Have questions about your order, or a general enquiry?