Returns & Refunds
What is the Lumé Lumé return policy?
What is the Lumé Lumé return policy?
You can request a return within 14 days of receiving your order.
Email contact@lume-lume.com within the return period and include your order number and the item you would like to return. We will provide the relevant return instructions.
What condition must returned jewellery be in?
What condition must returned jewellery be in?
Returned items must be unused, unworn and in their original condition. The original packaging and any protective materials should also be included.
Items showing signs of wear, use, damage or improper handling may not qualify for a full refund.
Can I return earrings?
Can I return earrings?
For hygiene reasons, earrings can only be returned when they are unworn and any hygiene seal or sealed packaging remains unopened and intact.
Please review the return conditions before opening sealed earring packaging.
How do I start a return?
How do I start a return?
Email contact@lume-lume.com with:
- Your order number
- The item you want to return
- The reason for the return
Wait for the return instructions before sending the parcel. Unregistered returns can take longer to identify and process.
Who pays for return shipping?
Who pays for return shipping?
Return shipping costs are normally paid by the customer unless the item is defective or an incorrect product was delivered.
We recommend using a tracked shipping service and keeping your proof of postage until the return has been processed.
Can I exchange an item or ring size?
Can I exchange an item or ring size?
We do not currently offer direct exchanges.
To select another product or size, place a new order and return the original item in accordance with the return policy.
When will I receive my refund?
When will I receive my refund?
Once your return has arrived, we will inspect the item and confirm whether the refund has been approved.
Approved refunds are sent to the original payment method. Processing times can vary between banks and payment providers.
How will my refund be issued?
How will my refund be issued?
Refunds are returned to the original payment method used for the order. We cannot normally redirect a refund to another card, account or payment method.
Will my original shipping cost be refunded?
Will my original shipping cost be refunded?
Whether the original shipping charge is included in the refund depends on the reason for the return and the applicable return conditions.
Additional costs paid for an express or upgraded shipping method are generally not refundable beyond the standard delivery amount where applicable.
Can I return a gift?
Can I return a gift?
Yes, provided the item meets our return conditions and is returned within the applicable return period.
Please contact us before sending the item back so we can provide the correct return instructions.
Problems With Your Order & Warranty
My jewellery arrived damaged. What should I do?
My jewellery arrived damaged. What should I do?
Contact contact@lume-lume.com as soon as possible after delivery.
Include your order number and clear photographs of:
- The damaged item
- The protective packaging
- The outer parcel
- The shipping label
This information helps us assess the issue quickly.
I received the wrong product. What should I do?
I received the wrong product. What should I do?
Email us with your order number and clear photos of the item you received.
Once the issue has been confirmed, we will explain the available solution and arrange an appropriate replacement or refund at no additional cost to you.
An item is missing from my order. What should I do?
An item is missing from my order. What should I do?
Check the shipping confirmation first to see whether the order was divided into multiple parcels.
If all items should have arrived together, email us with your order number and a photograph of everything received, including the packaging.
What does the Lumé Lumé warranty cover?
What does the Lumé Lumé warranty cover?
Lumé Lumé provides a 30-day commercial warranty against manufacturing defects.
The warranty does not cover:
- Normal wear
- Accidental damage
- Loss
- Misuse
- Improper storage
- Scratches caused by wear
- Damage caused by perfume, cosmetics or chemicals
What should I do if I notice a problem after 30 days?
What should I do if I notice a problem after 30 days?
Contact us with your order number, a description of the issue and clear photographs.
We will review the product, its age and the nature of the problem and explain which options may be available.
What information should I include when contacting customer care?
What information should I include when contacting customer care?
Include your order number, the email address used for the purchase, a clear description of your question and any relevant photographs.
Providing complete information helps us assist you more quickly.
