Returns and Refunds

Returns and Refunds

Most Luma pieces are made to order, which means they are personalised to your specifications and not subject to the 14 day distance selling cancellation right. As a goodwill gesture, we accept returns on these pieces within 14 days of receipt and issue store credit so you can choose something else. Ready to ship pieces returned within 14 days are refunded to your original payment method per UK consumer law. Bespoke, engraved and pierced pieces cannot be returned unless they are faulty.

How It Works

If your item qualifies for return or has a manufacturing fault, here is the process:

  1. Get in touch via our contact form or email info@lumajewellery.com and one of the team will assist you.
  2. We will arrange the best way to get your item back to us. This can be by post or in person at our Hatton Garden studio by appointment.
  3. When returning by post, include the original packaging, packing slip, all stone certificates and a copy of your invoice. Wrap everything securely and include a note with your contact details. Incorrect or incomplete packaging may affect your refund.
  4. A refundable postage deposit applies: £40 UK, £150 international.

What Happens Next

Once we receive your item, our jeweller will assess its condition. This takes 1 to 7 business days.

If the issue is a manufacturing defect, your postage deposit will be refunded in full and the repair will be carried out at no charge. For a goodwill return on a made to order piece in original condition, we will issue store credit. For a ready to ship piece returned within 14 days under UK consumer law, we will refund to your original payment method. If the damage is not covered by warranty, we will send you a repair quote. If you choose not to go ahead with the repair, your deposit covers the return postage.

Refunds

Made to order pieces are refunded as store credit. Ready to ship pieces returned within 14 days under UK consumer law are refunded to your original payment method. Either way, approved refunds are processed within 3 to 7 business days.

Returns Address

Luma Jewellery
13 Hatton Place
London, EC1N 8RU
info@lumajewellery.com