Customer Service
In order to provide you with the highest level of service our customer service centre is open from Monday to Friday 9.00am – Friday 5.00pm. Contact the centre via of the following methods:
Email: info@pinkloulou.com
Phone: +61 2 8095 0339 or +61 (0) 405 414 070
Post: 65 Cameron St. Edgecliff NSW 2027
Pink LouLou will aim to get back to you within 24 hours. Please note all hours are Australian Eastern Standard Time.
How to order
1. Selecting items
In SHOP, all the ranges & collections are listed on the left hand side. As you browse through the categories you will see all the items displayed in the main body. You can also click on an individual range or collection, or use our SEARCH button to discover the exact item you are looking for.
By clicking on a particular item you will see the details of that piece including the images, price, material and dimensions. To add the item to your shopping cart, simply click on ADD TO CART. Keep browsing and add additional items in the same way .
2. Your Shopping Cart
You can review your items at any time by clicking on CART. You can delete items and change quantities as necessary. To amend the quantity simply select a new quantity amount in the drop down box, the order amount will adjust automatically. To delete an item click on 'REMOVE'. To continue shopping simply click on ‘CONTINUE SHOPPING’ button.
3. Checkout
Once you are happy with your order, click on CHECKOUT. All delivery and any insurance costs will be added for you to review. To continue, enter your details in the following sections:
Contact details - Please ensure your email address and your phone number is correct as they are used if we need to contact you about your order:
Billing address - Please ensure you fill out all mandatory fields marked with an asterisk. *
Shipping address - Please note that we are unable to deliver to a PO Box. If you intend to send a gift, the billing address will be your address and the delivery address will be to the person you are sending the gift to.
Payment information - This is a secure area and you will notice the security lock in the bottom right hand corner of your browser. The security lock ensures your order & payment details are encrypted by a 128 bit encryption and remain secure over the internet. We accept Visa and Mastercard but do not accept cash, cheque, money order or travellers cheques.
Once you have completed all fields marked with an *, please click on the ‘CONTINUE CHECKOUT' button. You will then be shown all your order details for you to review and confirm. If you are happy your details are correct, click on the ‘PLACE YOUR ORDER’ button. Your credit account will then be debited.
When we receive your order we will send you a confirmation email with your order number and order details attached. If there are any problems with your order please email us at orders@pinkloulou.com or contact us on +61 2 8065 0206.
Home & Abroad Delivery
For all domestic deliveries Australia wide Pink LouLou utilises Registered Post, an excellent service offered by Australia Post. This service is the most efficient, cost conscious and secure we could find to deliver your purchase to you. Benefits of using this method of domestic delivery are:
- A unique identification number for every article
- A signature obtained on delivery
- Insurance covering up an item/s up to the value of $200
- Secure packaging
All deliveries within Australia are priced $9.50 and will arrive within 4-5 working days. For overnight deliveries within Australia, the is cost of $13.50.
For International deliveries Pink LouLou utilises an insured airmail service. We have found this to be the most efficient, cost conscious and secure for overseas deliveries. Benefits of using this method of delivery are:
- A unique identification number for every article allowing the tracking of the article
- A signature obtained on delivery
- Insurance covering up an item/s up to the value of $200
- Secure packaging
Costs and delivery timeframes will vary depending on the place of delivery. Please see below table to calculate the cost of delivery of your item. If your region is not covered below please contact Pink LouLou at order@pinkloulou.com for a delivery cost to your country.
|
|
Order Value | Delivery & Insurance Cost |
Timeframe |
| Australia | All Orders |
$13.50 | Overnight |
| Australia | All Orders |
$9.50 | 4 - 5 working days |
| New Zealand/Asia | (Orders $0 - $200) | $23.50 | 5 - 7 working days |
| New Zealand/Asia | (Orders $201 - $400) | $29.00 | 5 - 7 working days |
| New Zealand/Asia | (Orders $401 - $600) | $34.50 | 5 - 7 working days |
| Europe/UK | (Orders $0 - $200) | $26.50 | 5 - 7 working days |
| Europe/UK | (Orders $201 - $400) | $33.00 | 5 - 7 working days |
| Europe/UK | (Orders $401 - $600) | $40.50 | 5 - 7 working days |
| USA | (Orders $0 - $200) | $25.50 | 5 - 7 working days |
| USA | (Orders $201 - $400) | $31.50 | 5 - 7 working days |
| USA | (Orders $401 - $600) | $36.00 | 5 - 7 working days |
| Middle East | (Orders $0 - $200) | $27.00 | 5 - 7 working days |
| Middle East | (Orders $201 - $400) | $31.50 | 5 - 7 working days |
| Middle East | (Orders $401 - $600) | $35.65 | 5 - 7 working days |
| Other | Contact Us |
All international purchases are exempt from Australian consumer tax known as Goods and Services Tax (GST) (currently 10%); however, they may incur taxes and duties applied by customs in the country where the order is delivered. The responsibility for any customs duties, foreign taxes or other fees which may be imposed will rest with the customer. To determine exactly what these charges may be, it could be necessary to call your local customs office to gain further details.
Please note should we be unable to fulfil your order within two working days, The Pink LouLou Team will notify you via phone or email.
Refund/Return Policy
At Pink LouLou we pride ourselves on our quality and our customer service. We want you to enjoy your online shopping experience and be excited by your purchases. If you change your mind on anything you have bought from our website, we will gladly exchange it for a Pink LouLou Credit Note equal to the value of the good/s less postage you have returned provided this is done within seven days of your purchase. The Pink LouLou Credit Note, in the form of a gift voucher will be valid for 12 months. Items must be sent back in their original, unworn condition. Please ensure you contact us within 7 days of receipt to arrange the return of the item or items.
When ordering Rings, it is the customer's responsibility to ensure that they have ordered the correct size. A ring ordered in the incorrect size can possibly be re-sized, but this will be subject to a charge and individual cases.
If you should receive a faulty or damaged item, please notify us within seven days.
To arrange a return, or if the item you received is faulty or is not what you believed originally ordered, please email orders@pinkloulou.com quoting your name and address, invoice number details of the Product, the reason for return and whether you require a refund or replacement. The Pink LouLou Team will then advise on how to proceed with the return.
The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods. We cannot be held responsible for returns that are lost in transit. We also recommend you keep proof of return via Australia Post.
If you are returning an item to us for a refund or an exchange, the cost of returning the item to us is your responsibility. Your original postage costs will not be refunded unless the item you received wassent in error or is faulty (providing we are notified of faults within 7 days of receipt).
All Products to be returned must be carefully repackaged in their original packing and be in an unworn condition. We will not exchange goods that have been worn, do not have their original packaging or show obvious signs of wear. In this instance, the goods will be returned to the buyer at their own cost.
In the interests of fraud prevention, should a refund be issued, it will be done via the same payment method, within 28 days of receipt of the return.
Placing and Accepting Orders
Orders will not be dispatched until payment in full has been received and integrity of the order confirmed. Without limiting the operation of any other Terms and Conditions, Pink LouLou is not responsible for any loss or damage caused by late delivery or cancellation of an order or a Product. Placement of an order by you constitutes an offer to enter into an agreement with us ("your offer"). Pink LouLou will email you an Order Confirmation for the sole purpose of confirming the details of your offer.
Late and Lost Deliveries
If your delivery has been delayed, then please contact us and we will provide you with the tracking number to enable you to chase it up with the Australia Post.
We cannot refund or replace lost items until an item has been reported as lost to Australia Post and Australia Post lodge & complete a search for the item. Australia Post require the sender to report a lost item so please inform us should you believe your parcel is lost in delivery. Please be aware this process of lodging a lost item search with Australia Post can take up to 20x days for Australia wide deliveries and up to 60x days for International deliveries.
International delivery - When items are sent to another country, your parcel is often handled by more than one postal service. Unfortunately that means delivery problems are more likely. When we send a parcel abroad, the actual delivery of the item will be the responsibility of the postal service in the country the items are going to. Delays can often be caused by customs checks, which can sometimes take up to 1 - 2 weeks.
Items not received but tracked as being delivered - This frequently happens when items are delivered to places of work. In some cases, your item might have been delivered to a post room or colleague within your company and someone else will have signed for it. In these cases for a small charge, you can request a proof of delivery certificate from Australia Post (www.auspost.com.au) by filling in a signature request form. Please note that we do not refund or replace items that are tracked as being delivered. Pink LouLou cannot be held responsible for goods that are lost or delayed in transit.
Ordering online
Ordering Online with us is safe and secure. The secure URL uses the HTTPS protocol and has a 128bit Security Certificate, providing a high level of security for your online transactions.
Pricing
All prices quoted on the web site are in Australian dollars. Goods purchased are charged at price shown on the Product pages on the date the customer places the order and are (inclusive) of GST. Prices are correct at time of publication, however, errors and omissions are excepted. Orders will be processed at our published prices; otherwise, in the case of any unexpected change in price, you will be informed and asked if you wish to reconsider your order before proceeding. Prices quoted are correct at the time of printing but are subject to change without notice.
GST and Taxes
All purchases delivered in Australia will incur the standard GST tax rates.
All international purchases are exempt from Australian taxes; however they may incur taxes and duties applied by customs in the country where the order is delivered. The responsibility for any customs duties, foreign taxes or other fees which may be imposed will rest with the customer. To determine exactly what these charges may be, it could be necessary to call your local customs office to gain further details.
Please note that to comply with Australian export regulations; we are required to declare the exact value of all items ordered and to markthem as “Fashionable Jewellery”. We are also prohibited by law from marking the order as a "gift", even if the order is placed with that intention.
Photography
Please note that some items may appear slightly larger or smaller than actual size due to screen defaults and photography techniques. Other items may be represented at a larger than actual size in order to clearly show details, or smaller than actual size in order to show the entire item.
Changing your subscription
This site gives users the following options for removing their information from our database to not receive future communications or to no longer receive mail list messages. Send us an email at info@pinkloulou.com with the word ‘Un-subscribe’ in the subject heading.
This site also gives users the options for changing and modifying information previously provided. You can email us at
info@pinkloulou.com and we will update your details upon receiving your email.
Feedback
The Pink LouLou Team always welcome feedback from our customers. Please forward any feedback regarding Pink LouLou by either phone, e-mail or letter.
