Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
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 info@lulajewelry.com.
If your return is accepted, we’ll send you a return shipping address, 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 returns will need to be sent to Europe or New Zealand address.
You can always contact us for any return question at info@lulajewelry.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (all special orders and personalized items). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on gift cards.
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 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. Please note the 14-day cooling-off period doesn't apply to goods made to order or clearly personalised.
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.
Cancellations
We understand that choosing the perfect piece of jewelry for a special occasion is a significant decision, and to accommodate this, we have implemented a cancellation policy.
Please note that production is scheduled as soon as the order is placed. Despite placing your order, there may still be an opportunity for adjustments within a limited timeframe. However, it's essential to recognize that our jewelry is crafted upon order placement, and once production begins, materials cannot be reclaimed.
Outlined below is our cancellation policy for your reference:
- Within 3 hours of payment: 90% refund.
- Within 6 hours after payment: 70% refund + shipping fee.
- Within 12 hours after payment: 50% refund + shipping fee.
- Over 12 hours after payment: Refund of shipping fee only.
Please be aware that payment provider fees are incurred with every transaction and refund. In the event of a change of mind or accidental order placement, a full refund is not feasible.