Delivery

Shipping and Delivery Policy

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Every Luster & Co. order travels fully insured, door to door, and requires a signature on delivery. This policy explains how and when your piece will reach you.

1. Where We Ship

We ship across Canada and the United States, and internationally to most destinations. International orders include full customs documentation and clearance support. A small number of destinations cannot be served because of carrier insurance restrictions on high-value goods — if yours is one of them, we will tell you before taking payment and refund any amount already paid.

2. Delivery Options and Timeframes

Timeframes below are business days after your order has been dispatched, and exclude weekends and public holidays.

  • Standard shipping — 3 to 5 business days.
  • Express shipping — 1 to 2 business days.
  • Overnight delivery — next business day, where available for your address.
  • International shipping — varies by destination and customs processing; we provide an estimate at checkout.
  • Studio collection — collect in person at our Vancouver studio at no charge, by appointment.

3. Processing Time Before Dispatch

Delivery time is separate from the time needed to prepare your piece.

  • In-stock jewellery: usually dispatched within 1 to 2 business days.
  • Pieces requiring sizing or setting: typically 3 to 10 business days before dispatch.
  • Custom and bespoke commissions: lead time is agreed with you in writing at the start of the commission. Bespoke work is made to your specification and cannot be rushed without affecting quality.

Orders are prepared on business days only. An order placed on a weekend or public holiday begins processing on the next business day.

4. Insurance, Signature and Security

All shipments are fully insured for their full value while in transit and are covered by us until delivery is completed. For security reasons:

  • an adult signature is required on every delivery;
  • we cannot authorise a carrier to leave a package unattended, in a mailbox, with a neighbour, or in a safe place;
  • packaging is deliberately discreet and carries no branding indicating the contents; and
  • we may ask to verify your identity before dispatching a high-value order, or require that it ship to the billing address.

If you instruct the carrier directly to leave a parcel without a signature, or redirect it after dispatch, the shipment leaves our insured chain of custody and we cannot accept responsibility for loss from that point.

5. Tracking Your Order

You will receive a tracking number by email as soon as your order is dispatched. Tracking can take a few hours to become active with the carrier.

6. Failed Delivery and Unclaimed Parcels

If nobody is available to sign, the carrier will leave a card and re-attempt or hold the parcel at a depot. Parcels unclaimed after the carrier's holding period are returned to us. We will contact you to arrange redelivery; a second shipping charge may apply. If we cannot reach you within 30 days of a parcel being returned to us, we will treat the order as an exchange request under our Returns and Exchanges Policy.

7. Duties, Taxes and Customs

Orders shipped within Canada include applicable Canadian taxes as shown at checkout.

For international orders, import duties, taxes, and customs charges are the recipient's responsibility and are not included in the price you pay us. These are set by the destination country, and we cannot predict or control them. Refusing to pay import charges, which causes the parcel to be destroyed or returned, does not entitle you to a refund of shipping costs. Customs inspection can also delay a shipment beyond the estimates in section 2; delays in customs are outside our control.

8. Damaged, Lost or Incorrect Shipments

Please inspect the package before signing where you can. If it arrives visibly damaged, opened, or tampered with:

  1. note the damage with the carrier at the point of delivery if possible;
  2. photograph the outer packaging before opening it further; and
  3. contact us at info@lusterandcompany.com within 48 hours of delivery.

If a shipment is lost in transit, or the wrong item arrives, contact us and we will investigate with the carrier and put it right at no cost to you — by replacing the item, completing the correct delivery, or issuing a refund where a replacement is not possible.

9. Address Accuracy

Please check your delivery address carefully. We dispatch to the address given at checkout. If you need to change it, contact us immediately — we can usually help before dispatch, but once a parcel is with the carrier the address cannot always be changed. Re-shipping costs caused by an incorrect address supplied to us are payable by the customer.

Contact Us

Questions about this policy? We are happy to help.