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Frequently Asked Questions

Frequently Asked Questions

Q. What are your accepted payment methods?

A. We want to make shopping online as easy as possible and so accept a number of payment methods including Eftpos, VISA, Mastercard, AMEX, PayPal, ZIP Pay, ZIP Money and Gift Cards.

Q. Can I place my order over the phone?

A. If you’d prefer to speak to someone to place your order, call our friendly Customer Services team on (02) 9484 8625 and they’ll be happy to help you. They can offer knowledge and expertise should you require further information about any of our jewellery and watches.

Q. How can I return my purchase for an exchange or refund?

A. We’re certain that you’ll love your purchase but, on the rare occasion that it’s not right, we’ll be more than happy to offer you an exchange within 14 days of purchase (excluding earrings) , when returned in an “as new” condition with the original product tags, packaging and all paperwork (such as proof of purchase, diamond certificates and/or watch instruction booklets). Lurene Jewellers will only refund if required to do so under Australian Consumer Law. For further information regarding Exchanges and Refunds please visit our Returns Policy here.

Q. What are your store opening times?

  • Monday, Tuesday Wednesday and Friday 9am - 5:30pm
  • Thursday 9am - 7pm
  • Saturday 9am – 5pm
  • Sunday 10am – 4pm

    Q. Which brands does your store stock?

    A. As well as our own fabulous Lurene made products, we have branded jewellery and watches available. We currently stock a variety of brands including Maurice Lacroix, Baume & Mercier, Classique, Livadi, Ellani and Cudworth.

    Q. How long will it take for my order to arrive?

    A. Depending on your chosen method of delivery your item may take between 1-10 business days to arrive once your order has been dispatched. For further information regarding Deliveries please visit our Delivery Policy here.

    Q. Do you deliver outside of Australia?

    A. Yes we offer international delivery. For further information regarding Deliveries please visit our Delivery Policy here.

    Q. If I already have the stone can you make my piece of jewellery?

    A. Yes definitely. If you have an idea or a vision of a piece you would like to create, we have the in-house design and jewellery making expertise to bring your dream to reality. Please contact us on (02) 9484 8625 to get started today.

    Q. My watch has stopped what do I do?

    A. In most cases it simply means your watch requires a new battery in which we offer a service for. If the battery is not the issue and the watch is within the warranty period and was purchased from Lurene Jewellers bring it along with your receipt and warranty and we will organise to return your watch back to the manufacturer in order to assess the problem and arrange any repairs required.

    Q. Do you offer a watch and clock service?

    A. Yes we do. We offer a free quote to determine the problem with your watch or clock in all makes and models to ensure they run smoothly again. The turnaround time for a quote is around 1 week. Completion time will depend on the requirements and availability of your repair.

    Q. Do you engrave items?

    A. We work closely with a well-regarded engraver and are able to send your item to be engraved. If you have something in mind that you would like to be engraved, please contact our team on (02) 9484 8625 to find out more, or pop in store.

    Q. Do you buy Gold?

    A. Yes we do, we are licensed Gold Buyers. Bring in any Gold you wish to sell and we will happily provide you with a purchase price.

    Q. How long does it take to make my special order?

    A. We allow a 4-5 week completion period on all our Special Orders (commissioned pieces). The time taken in our manufacturing process means you will receive a high quality, luxury product that ensures longevity.

    Q. Can I order an item that has been sold out online?

    A. In most cases we will be able to either reorder or remake an item which is sold out online. On the rare occasion, some items might be discontinued and unfortunately, we will be unable to reorder them.

    Q. What services do you offer in-store?

    A. We have a variety of in-store services we offer for your convenience including:

    • Remake
    • Repairs
    • Resize
    • Jewellery Cleaning
    • Watch Battery
    • Watch strap adjustments
    • Gold Buying
    • Liasing with our in-house Jeweller
    • Valuations