Returns & Repair
Can I return my item?
We have a 7-day returns policy, subject to the following terms and conditions. Refunds will be processed in online store credit only. Unfortunately we do not offer cash refunds.
What are your terms and conditions for returns?
Only jewellery item(s) purchased at full price are valid for return if they adhere to the following criterias:
- Jewellery item(s) must be in original unworn condition with no signs of wear or damage or scratches.
- Jewellery item(s) must be returned with its original packaging. Items returned without the original packaging will be considered incomplete and invalid for return.
- Metal Charms or customised products are not valid for return
- Jewellery item(s) is NOT a final sale/clearance product.
Should the returned item not meet the above return guidelines, we will reserve the right to deny a return request and have the item(s) returned to customers. Shipping charges to be borne by the customer.
How do I request for replacements?
Kindly send in your request to our email: email@example.com
In the event that the design is unavailable for replacement, we will refund the amount paid for this item in online store credits. All online store credits will expire within a year.
We use natural gemstones and real gold in our jewellery. Each gemstone is unique and has its own character. Natural inclusions (e.g. black carbon dots), uneven colour distribution, fissures and internal fractures are not considered defects. Requests regarding gemstones will be processed accordingly on a case-to-case basis.
As for the metal materials used in our jewellery, once sold will not be entitled for a replacement.
I received a damaged and/or incorrect item. What should i do?
We will be doing a 1-to-1 replacement for only Lumenstones’ products purchased within 7 days (inclusive of weekends and public holidays) from the date your order is received when:
- Your item is damaged upon receiving
- We have sent the wrong item to you
Replacements are not applicable on gold charms and/or customised items.
My item broke. Do you do repairs?
As with dainty and hand-crafted jewellery, we understand that from time to time, accidents do happen and you may need repair for your pieces.
We currently offer free one-time repairs; restring service for all disconnected bracelets.
Do note that charges may apply for replacement of charms or gemstones. Replacement is subject to availability of materials.
How do I send in a request for repair?
To request for a repair, please email us at: firstname.lastname@example.org
If you are returning an item you have received as a gift, you may return the said item in exchange for store credit, which will be credited toward a purchase you can make through the online store within one year of exchange. For any further inquiries about these or any other policies we have, please do not hesitate to contact us.
All Sales Are Final
Items denoted as final sale are not eligible for return or exchange.
Please note that for returns or refunds, the shipping costs will be covered by the buyer. The buyer must use registered/track-able shipping services and inform LumenStones with the tracking number.
Any other questions?
Please do not hesitate to send us an email at email@example.com