Returns and Exchanges

Returns

Our policy lasts for 30 days. If 30 days have passed since your purchase, unfortunately we cannot offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition as when you received it. It must also be in the original packaging.

Additional non-refundable items:

• Gift cards
• Any customisable items
• Any items returned more than 30 days after delivery
• Any items that are not in their original condition, are damaged, or are missing parts for reasons not attributable to us.

To process your return, we require a receipt or proof of purchase.

Please do not send your purchase back to us; first, you should email us at hello@lumeajewels.com

Please note that if you received a free gift with your purchase, this must also be returned in the event of a full or partial return of the order, if the final amount no longer meets the threshold required to qualify for the promotion. We also reserve the right to deduct any promotion applied to your order.

For example: If your order included a free gift such as a jewellery box because you had exceeded the required amount to receive it free of charge, but you subsequently return all or part of the jewellery and the final value no longer meets the promotion threshold, you will be charged for the jewellery box at the retail price (RRP) and this amount will be deducted from your refund.

Refusal of delivery or failure to collect the parcel

If the customer refuses delivery without a valid reason or fails to collect the parcel within the timeframe specified by the carrier, the parcel will be returned to our premises.

Once the parcel has been received, we will refund the order amount minus the return shipping costs, as well as a handling fee of 7€ to cover packaging, return and re-dispatch costs.

This deduction does not apply in the event of an error on our part or a manifestly defective product.

In accordance with Articles L. 221-18 et seq. of the French Consumer Code, personalised or made-to-order products are excluded from the right of withdrawal.

Refunds

You can only request a refund once you have received your order.

Once an order has been placed, we cannot cancel or refund your order or purchase until you have received it (if you do not receive it within 70 days of placing your order, you are entitled to request a refund).

Once your return has been received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within a few days.

We will only issue a refund for the value of the returned item, from which we will deduct our delivery and administration fees (whether or not these were charged at the time of purchase), up to 2,95€ per returned item.

Late or missing refunds

If you haven’t received a refund yet, please check your bank account again first.

Next, contact your credit card company; it may take some time before your refund is officially posted.

Next, please contact your bank. There is often a processing time before a refund appears in your account. If you have done all of this and still haven’t received your refund, please contact us at hello@lumeajewels.com.

Sale items

Only full-price items are eligible for a refund; unfortunately, sale items cannot be refunded. Unfortunately, orders and/or products on special offer cannot be returned, nor can items and/or orders purchased using a discount code.

Exchanges

We only replace items if they are faulty or damaged. If you need to exchange an item for the same product, please email us at hello@lumeajewels.com and we will send you the address to which you should send your item.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item has been received, a gift voucher will be sent to you by post.

If the item was not marked as a gift at the time of purchase, or if the gift giver had the order sent to themselves to give to you later, we will issue a refund to the gift giver and they will be notified of your return.

Delivery

You will be responsible for paying the delivery charges for returning your item. Delivery charges are non-refundable. If you receive a refund, the return delivery charges will be deducted from your refund.

If you wish to return a product, you should send it to our premises in Spain; we will provide you with full instructions by email upon request.

*** Depending on where you live, the time it takes for your replacement product to reach you may vary. If you are sending an item worth more than 60€, you should consider using a tracked delivery service or taking out delivery insurance. We cannot guarantee that we will receive your returned item.