Refund policy
Returns & Exchanges
We want you to love your Lumielle pieces. If something isn't right, you have 30 days from the date of delivery to request a return or exchange.
Return Conditions
- Items must be unworn, unaltered, and in their original condition with all packaging and tags intact.
- For hygiene reasons, earrings cannot be returned unless they arrived damaged or defective.
- Custom or personalised pieces are final sale and cannot be returned.
- Proof of purchase (order number or confirmation email) is required.
How to Start a Return
- Email us at support@lumiellejewelry.com within 30 days of delivery.
- Include your order number and the reason for your return.
- We will reply within 2 business days with return instructions and the correct return address.
- Please do not send items back before receiving our instructions — returns sent to the wrong address cannot be processed.
Return Shipping Costs
- If the item is damaged, defective, or incorrect, we cover the return shipping cost.
- For change-of-mind returns, the customer is responsible for return shipping costs.
- Original shipping fees are non-refundable, except where the item was faulty or the order was incorrect.
Refunds
Once your return is received and inspected, we will notify you of the outcome. Approved refunds are issued to your original payment method within 5–10 business days. Please note that your bank or card issuer may take additional time to post the refund to your account.
If more than 15 business days have passed since we approved your refund and you have not received it, please contact us at support@lumiellejewelry.com.
Exchanges
The fastest way to exchange an item is to return the original piece and place a new order once the return is approved. This ensures the item you want doesn't sell out while your return is in transit.
Damaged or Defective Items
Please inspect your order upon delivery. If an item is damaged, defective, or incorrect, contact us within 7 days of delivery with photos of the item and packaging. We will arrange a replacement or a full refund, including shipping costs.
Order Cancellations
Orders can be cancelled free of charge within 12 hours of purchase, provided they have not yet shipped. Once an order has been dispatched, it falls under our standard return policy.
Late or Missing Deliveries
If your tracking shows delivery but you have not received your parcel, please contact us within 14 days. We will open an investigation with the carrier. Please note that orders confirmed as delivered to the address provided are generally not eligible for a refund.
Contact Us
Questions about returns? Email support@lumiellejewelry.com — we usually reply within 1–2 business days.