CUSTOMER SUPPORT
Collapsible content
CONTACT
Collapsible content
Shipping
DOMESTIC (AUSTRALIA)
- Carrier: Australia Post Express with insurance.
- Expected arrival date for orders is approximately 2-3 days from the shipment date.
INTERNATIONAL SHIPMENTS
- Carrier: Australia Post Express with insurance.
- All duties, tariffs and import taxes are included at checkout.
- Expected arrival date for international orders is approximately 7-10 days from the shipment date.
REFUSED SHIPMENTS
- If an order is refused, and automatically returned, the buyer is responsible for the original shipping charges and return shipping charges.
RETURNS AND REFUNDS
TO REQUEST A RETURN PLEASE CONTACT THE STUDIO
CHANGE OF MIND RETURNS
- Returns for in stock items are accepted within 14 days of delivery for a full refund.
- Items must be unworn, in original packaging, and accompanied by proof of purchase.
- Returns can be shipped to our USA or Australian return address at the buyer's expense.
- Custom orders and altered pieces are exempt from unless faulty.
- Please email us prior to making a purchase if you have any questions about the eligibility of a return.
FAULTY ITEMS UPON DELIVERY
- Covered under Australian Consumer Law (ACL): entitled to repair, replacement, or refund if faulty, damaged, or not as described.
- If your item is faulty, contact support with your order number and photos.
Sizing
Sizing assistance is available for in-stock and custom pieces.
For rings, a complimentary ring sizer can be mailed to you, or you can follow our sizing PDF.
CARE
Each Lloyd Steven piece is made to be worn everyday and last a lifetime.
Fine jewellery is durable, but not static. With regular wear, surfaces will soften and metals will develop a natural patina. These changes are considered part of the life of the piece.
GENERAL CARE
When not in use, store jewellery in a dry, dark place — ideally in its original box or a dedicated jewellery case.
Avoid direct contact with perfumes, lotions, sunscreens, and household cleaning products. Jewellery is best put on after dressing and removed before cleaning, bathing, or swimming.
STERLING SILVER
Sterling silver should be stored in a cool, dry environment.
Prolonged exposure to moisture or chlorinated water may cause oxidation and a tarnished appearance. Remove silver jewellery prior to swimming, bathing or sport.
CLEANING
For regular care, gently polish jewellery with a soft microfiber cloth.
To clean dirt from engraved areas, use warm water, mild soap, and a soft-bristled toothbrush. Avoid chemical jewellery cleaners and ultrasonic cleaning devices, particularly on plated or ceramic-finished pieces.
MATERIALS + SOURCING
Materials are selected with care and intention. Stones are sourced individually, with attention to quality, character, and suitability for each design. Certification is provided where applicable.
RING SIZING
Accurate sizing is essential. We recommend having your finger measured by a professional jeweller prior to confirming size. Finger size can vary with temperature and time of day.
Sizing assistance is available by appointment, or we can provide a complimentary ring sizer.
If you have questions regarding care, sizing, or wear, please contact the studio.
Collapsible content
DAMMAGES
Please inspect your order upon receipt. Any issues should be reported promptly for review.
Please email the studio with your name, order information and photos of the discrepancy.
WARRANTY
Lloyd Steven jewellery is guaranteed against manufacturing faults under normal wear.
WHAT'S COVERED
-Faults in materials or workmanship evident under normal use.
-Structural failures not caused by impact, misuse, or neglect.
WHAT'S NOT COVERED
-Impact, knocks, drops, or accidents.
-Misuse, rough handling, improper storage.
-General wear and tear.
-Loss or theft.
-Damage from chemicals, cosmetics, or chlorinated water.
-Damage from unauthorised repairs or third-party alterations.
-Natural tarnishing or patina over time.
-Re-sizing or modifications not performed by Lloyd Steven.
WARRANTY DURATION + SCOPE
Coverage applies for a defined warranty period from the date of purchase and for 2 years following (see your purchase documents for exact term). After that period, warranty faults are not covered, but repairs may be arranged through our workshop.
POST-WARRANTY + PAID REPAIRS
If a piece is outside warranty, has wear damage, impact damage, or requires resizing, contact us. The studio will assess and quote for repair. Not all items are repairable.
WARRANTY ON REPAIRS
Repairs performed by Lloyd Steven under paid service are covered for a fixed period from the date of completion against faults directly related to the repair work.
CLAIMS PROCESS
To start a warranty claim:
- Submit clear photos or video of the issue to the studio.
- Include your order number and original proof of purchase.
- We will assess and confirm whether the issue is a warranty fault.
- If covered, we will repair or replace at no cost. If not covered, we’ll provide a repair quote. Shipping costs to and from the studio may apply.
CONSUMER RIGHTS
This warranty is in addition to rights under applicable consumer law. You have statutory rights for major failures or unacceptable quality that cannot be excluded by law.
SUBMIT A CLAIM
Send images, order details, and a brief description to the studio. We will evaluate your request and respond with next steps within 24 hours.
CONTACT THE STUDIO
DELIVERY AND LEAD TIMES
-'In Stock' pieces 3 business days
-'Made To Order' pieces 6 weeks
Custom orders are sent as soon as the pieces are finished, and the delivery window will be confirmed with you prior to manufacturing.
Once shipped, you will receive a shipment confirmation email with the tracking information for the parcel.
Once shipped item is marked “delivered” by the carrier, Lloyd Steven is not responsible for lost or stolen parcels. Please opt for 'Signature-on-delivery' which is available at checkout.
Lost/stolen package claims must be made with the carrier.
TERMS OF SERVICE
OVERVIEW
This website is operated by Lloyd Steven PTY LTD. Throughout the site, the terms “we”, “us”, and “our” refer to Lloyd Steven.
By accessing this website or purchasing from us, you agree to be bound by the following terms and conditions. If you do not agree to these terms, please do not use our website or services.
PRODUCTS + SERVICES
Lloyd Steven offers fine jewellery, including made-to-order and custom pieces.
Descriptions, imagery, and specifications are provided for general reference. Due to the nature of handcrafted work, slight variations may occur and are considered part of the character of each piece.
Custom commissions are subject to design approval prior to production. Once approved, orders cannot be cancelled or materially altered.
PRICING + PAYMENT
All prices are listed in the currency displayed at checkout and are subject to change without notice.
Payment is required in full, or as otherwise agreed in writing, prior to production or shipment. Deposits for custom work are non-refundable once design approval has been confirmed.
PRODUCTION + DELIVERY
Most pieces are made to order. Production timelines are estimates and may vary depending on complexity, materials, and availability.
Shipping timelines are provided as guidance only. Lloyd Steven is not responsible for delays caused by third-party carriers or customs processes.
Risk of loss passes to the customer upon delivery.
RETURNS + EXCHANGES
Due to the made-to-order nature of our work, returns and exchanges are limited.
Eligibility for return, exchange, or repair is assessed on a case-by-case basis in accordance with our Returns & Refunds / Warranty / Care policies.
CARE + WEAR
Fine jewellery is durable but will change with wear. Surface marks, patina, and material changes resulting from regular use are expected and are not considered defects.
Improper handling, alteration, or wear beyond intended use may void eligibility for repair or warranty consideration.
INTELLECTUAL PROPERTY
All content on this site, including imagery, text, and design elements, is the property of Lloyd Steven and may not be reproduced, distributed, or used without prior written consent.
LIMITATION OF LIABILITY
To the fullest extent permitted by law, Lloyd Steven shall not be liable for any indirect, incidental, or consequential damages arising from the use of this website or the purchase of our products.
GOVERNING LAW
These terms are governed by the laws of New South Wales, Australia.
CONTACT
For questions regarding these terms or our services, please contact the studio.
Collapsible content
POLICIES
These policies govern all purchases from lloydsteven.com, including domestic and international orders, shipping, returns, warranties, and privacy.
DOMESTIC (AUSTRALIA)
- Carrier: Australia Post Express with insurance.
- Expected arrival date for orders is approximately 2-3 days from the shipment date.
INTERNATIONAL SHIPPING
- Carrier: Australia Post Express with insurance.
- All duties, tariffs and import taxes are included at checkout.
- Expected arrival date for international orders is approximately 7-10 days from the shipment date.
REFUSED SHIPMENTS
- If an order is refused, and automatically returned, the buyer is responsible for the original shipping charges and return shipping charges.
REFUNDS + RETURNS
CHANGE OF MIND
- Returns are accepted within 14 days of delivery for a full refund.
- Items must be unworn, in original packaging, and accompanied by proof of purchase.
- Returns can be shipped to our USA or Australian office
- Lloyd Steven will cover the cost of return shipping.
- We do not offer returns on custom orders unless faulty.
- Please email us prior to making a purchase if you have any questions about the eligibility of a return.
FAULTY ITEMS UPON DELIVERY
- Covered under Australian Consumer Law (ACL): entitled to repair, replacement, or refund if faulty, damaged, or not as described.
- If your item is faulty, contact support with your order number and photos.
WARRANTY AND REPAIR
- 3-month warranty for manufacturing faults from delivery date.
- Excludes wear, misuse, resizing, or accidental damage.
- Out-of-warranty repairs available at customer expense (materials + shipping).
SHIPPING POLICIES
- Orders are sent as soon as the pieces are finished.
- Buyer receives a shipment confirmation email with the tracking information for the parcel.
- Once marked “delivered” by the carrier, Lloyd Steven is not responsible for lost or stolen parcels.
- Please opt for 'Signature-on-delivery' which is available at checkout.
- Lost/stolen package claims must be made with the carrier.
PRIVACY + COOKIES
- Data collected only for order fulfilment and communication.
- Technical data (IP, browser) used for troubleshooting and analytics.
- No unnecessary consent required.
- Data stored securely and retained only as required by law.
- GDPR Rights (EU Customers): access, correction, deletion, portability, restriction, objection.
- SMS Abandoned Cart & SMS Opt-In
- Third-Party Data Sharing
SMS ABANDONED CART + OPT IN
We use cookies and tracking technology to keep track of items you place in your shopping cart, including when items are left without completing checkout. This information is used to determine when to send abandoned cart text messages, if you have opted in to receive SMS communications.
By opting in to receive SMS messages from Lloyd Steven, you consent to receive text messages regarding your shopping cart, order updates, and related communications. You may opt out at any time by following the unsubscribe link in any message or by contacting us directly.
THIRD PARTY DATA SHARING
Lloyd Steven does not share, sell, or disclose SMS opt-in data or telephone numbers with non-affiliated third parties. SMS consent data is kept separate from other marketing data and is not used for unrelated third-party marketing.
COMUNICATIONS
- Occasional emails and updates may be sent.
- You can unsubscribe anytime.
- We will not sell your personal data.
POLICY CHANGE
We may update these policies from time to time. The “Last Updated” date reflects the most current version. Customers will be notified of major changes.
FEEDBACK
All other feedback, comments, requests for technical support and other communications should be directed to: info@lloydsteven.com
KLARNA TERMS
INSTALMENT PAYMENTS
Klarna is available for all in stock, made to order, and custom LLOYD STEVEN pieces.
Using an instalment provider does not alter our return eligibility or approval process. Please review our terms before purchasing.
For in stock and made to order pieces, choose Klarna during checkout. Custom commissions will receive a private checkout link.
KLARNA REFUNDS
In stock and made to order items are eligible for a refund within 14 days of purchase. Where a return is approved, funds are returned through Klarna according to their timelines and procedures.
Lloyd Steven cannot influence provider processing speeds.
KLARA FOR CUSTOM PIECES
We accept Klarna payments for custom commissions, however custom commissions are final sale and cannot be returned or refunded.
If you require clarification, contact the studio prior to purchase.
CONTACT STUDIO