Politique de remboursement

We offer a 15-day return policy exclusively for orders shipped to European Union countries, which means you have 15 days after receiving your item to request a return or exchange. For all other non-EU orders, all sales are final and non-refundable. Most Lumingem jewelry is made to order or prepared specifically for each order based on the selected size, gemstone, finish, or other available options. Because these pieces are prepared specifically for each customer’s order, we are unable to accept returns for change of mind or other non-quality-related reasons outside the European Union. We understand that purchasing jewelry online requires trust, and we want you to feel confident ordering from Lumingem. If there is a genuine quality issue with your order, we will review it carefully and work with you on an appropriate solution.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

To start a return, you can contact us at shopify@lumingem.com. Please note that returns will need to be sent to the following address: [Please contact customer service for the return address]

If your return is accepted, we'll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Please note that return shipping fees are borne by the customer and are non-refundable.

You can always contact us for any return question at shopify@lumingem.com.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, if you receive the wrong item, or if the item is materially different from what you ordered, so that we can evaluate the issue and make it right. If the issue is confirmed to be related to product quality or an error on our side, we will take responsibility and work with you toward a fair solution.

Exceptions / non-returnable items

Except for orders shipped to European Union countries, all items, custom products, sale items, and gift cards cannot be returned or refunded for non-quality-related reasons. This does not apply to items that arrive defective, damaged, incorrect, or materially different from what was ordered.

Exchanges

For eligible EU orders, the fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

Refunds

We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we've approved your return, please contact us at shopify@lumingem.com.