Frequently asked questions
FAQ - Delivery
How long does delivery take?
Orders arrive in 3–5 business days, door to door, counted from the day you order. Your order is shipped from our logistics partner's warehouse, and you'll get tracking by email once it ships.
Is shipping free?
Shipping is free on orders over $89.95 USD. Orders under that ship for a flat $9.95 USD. Both amounts are charged in US dollars.
Which countries do you ship to?
We ship to New Zealand, Australia, the United States, Canada, the United Kingdom, Denmark and Sweden. We ship only to these countries; checkout won’t accept an address anywhere else.
Will I pay duties or import taxes?
Duties and import taxes are not prepaid. For orders delivered outside New Zealand, any duties or import taxes charged by the destination country are the customer’s responsibility.
How do I track my order?
Once your order ships, you'll receive an email with your tracking number. Click the link, or visit luzari.co/apps/track123, to follow your delivery.
My tracking hasn't updated in a few days?
Tracking can pause between carrier handoffs. If your tracking hasn’t updated in 7 or more days, email us at support@luzari.co with your order number and we’ll investigate.
Frequently asked questions
FAQ - Returns
What is your return policy?
You can return any piece within 90 days of delivery. It must be unworn and undamaged, in its gift box. Sale items can be returned too, and there is no restocking fee.
How do I start a return?
Email support@luzari.co with your order number, or use our contact form. Return postage is paid by the customer unless the item is faulty or wrong.
When will I get my refund?
We refund to your original payment method within 7 business days of receiving your return.
My item arrived damaged or wrong. What now?
Tell us within 48 hours of delivery and include a photo. We’ll send a replacement or a refund at our cost, and we cover the shipping.
Frequently asked questions
Payment & About us
What payment methods do you accept?
We accept Visa, Mastercard, American Express, UnionPay, PayPal, Apple Pay, Google Pay and Shop Pay. There is no surcharge on any method, and all prices are charged in US dollars.
Can I cancel or change my order?
Orders can be cancelled or changed free of charge any time before dispatch. Once your parcel has shipped, it falls under our 90-day return policy. Email us straight away at support@luzari.co and we’ll do our best.
Who are you?
Luzari is a small jade jewellery label run by NZ Supps Limited, trading as Luzari, from Palmerston North, New Zealand. We sell natural jade Cuban link bracelets and chains, and every piece ships in a gift box.
Where do your pieces ship from?
Every order is shipped from our logistics partner's warehouse and arrives in 3–5 business days from the day you order. Returns go to our address in Palmerston North, New Zealand.
Business details
NZ Supps Limited, trading as Luzari
97B Keith Street, Roslyn, Palmerston North 4414, New Zealand
Email: support@luzari.co
Phone: +64 27 561 6261
Customer service: Monday to Friday, 9:00 am to 5:00 pm New Zealand time