Returns & Exchanges Policy
At Lumellia, we are committed to providing you with high-quality products and attentive service. We understand that you may need to return an item, so we want to provide you with a simple and smooth return process. Please read the following return policy carefully before applying for a return.
Return and Exchange Conditions
Authorised Returns: Unauthorised returns will not be accepted.
Time Requirements: Return or exchange requests must be submitted within 30 days of receiving the order, and a valid tracking number must be provided within 7 days of approval.
Product Condition: Returned items must be in new, unused condition with no scratches or alterations.
Special Note: Rose gold/gold jewellery is plated with 1 micron of colour over 925 silver. Normal wear and tear (such as friction or impact) may cause fading, which is a normal phenomenon and not considered a quality issue.
Shipping Tracking: Please ensure you select a shipping method with tracking functionality. Returns without tracking will not be processed.
Promotional Gifts: Any promotional gifts must be returned with the product; otherwise, the value of the gift will be deducted from the refund.
Return Address Reminder: Do not send returns to the shipping address on the package, as this may cause processing delays.
Shipping Costs
Return shipping costs and any applicable duties are the responsibility of the customer. To protect your rights, we recommend using a traceable shipping method.
Refund Policy
Eligible returns will be refunded at the purchase price of the item, excluding shipping costs. All returned items must be in their original condition and undamaged.
UK Customer Return Process
Please follow the instructions on our return portal.
International Customer Return Process
Within 14 days of receiving your order, please contact [service@Lumellia.com](mailto:service@Lumellia.com) and provide:
Full name (if the item was a gift, please provide the recipient's name)
Order number
Reason for return
If the item is defective, please include clear photos
Our customer service team will assess your request and provide further guidance.
Exchange Policy
We support exchanges for parts of different lengths, materials, or styles. If you wish to exchange an item, please send an email to [service@Lumellia.com](mailto:service@Lumellia.com) and provide:
Full name (if it is a gift, please provide the recipient's name)
Order number
Detailed information about the product you wish to exchange (e.g., material, length, etc.)
Return address
If you need an exchange urgently, we recommend returning the original item first and placing a separate order for the desired style.
Non-Returnable Items
The following items are not eligible for return:
Personalised or customised items
Items that have been used or are not in their original condition
Any damaged or altered items
Defective or damaged items
If you encounter any issues with the product, please contact [service@Lumellia.com](mailto:service@Lumellia.com) and provide:
Full name (if it is a gift, please provide the recipient's name)
Order number
Photos of the defective product
Return Schedule
Return requests must be submitted within 14 days of receiving the product. Refunds or exchanges will be processed within 5 business days after approval.
Contact Us
If you have any questions, please feel free to contact our customer service team at [service@Lumellia.com](mailto:service@Lumellia.com).
Thank you for choosing Lumellia. We will continue to provide you with an exceptional shopping experience.
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