How long does it take to process my order?
Orders are processed within 1 to 2 working days, excluding weekends and bank holidays. During peak periods such as Black Friday and December, please allow slightly longer. You will receive a confirmation email with tracking as soon as your order is dispatched.
How long does delivery take?
| Destination | Service | Delivery | Cost |
|---|---|---|---|
| United Kingdom | Royal Mail Standard | 2 to 4 working days | £3.00, free over £100 |
| United Kingdom | Royal Mail Next Working Day | Next working day | £5.00 |
| Europe | DHL Express | 1 to 4 business days | €12.00 |
| United States | Royal Mail Standard | 7 to 9 business days | $10.00 |
| Canada | DHL Express | 1 to 4 business days | CAD $20.00 |
| Australia | Royal Mail Standard | 7 to 10 business days | AUD $20.00 |
| Australia | DHL Express | 2 to 4 business days | AUD $50.00 |
| New Zealand | Royal Mail Standard | 7 to 10 business days | NZD $20.00 |
| New Zealand | DHL Express | 2 to 4 business days | NZD $50.00 |
| Asia | DHL Express | 3 to 5 business days | £10.00 |
| Middle East | DHL Express | 3 to 5 business days | AED 145.00 |
| Rest of world | Standard International | 3 to 17 business days | £11.00, free over £150 |
Next Day orders must be placed before 4pm Monday to Friday. Orders placed after 4pm, at weekends or on bank holidays are processed the following working day.
When will I get my tracking?
You will receive a tracking link by email once your order has shipped. Please allow up to 48 hours for the first scan to appear. If you have not received your order within 7 days of your shipping confirmation, contact us with your name and order number.
Can I change or cancel my order after placing it?
Once an order is placed we are unable to amend or cancel it. If you no longer need it, please return it once it arrives.
Can I change my shipping address after ordering?
We are unable to update addresses once an order is placed, so please double check your details including house number and postcode before completing checkout.
If a UK order is returned to us due to an incorrect address, a £4.99 reshipping fee applies. If you would prefer not to have it resent, a £4.99 handling fee is deducted from your refund. For international orders, the reshipping cost is calculated on return and charged before redelivery, as this varies by destination and carrier.
My tracking says delivered but I have not received it.
We are unable to cover orders marked as delivered by Royal Mail's GPS and image proof system. We recommend having your order delivered to a secure address.
Will I be charged customs or import fees?
No. For every destination we ship to, all applicable VAT, import duties and clearance fees are calculated and collected at checkout. The price you pay is the final price. Your courier will not ask you for anything on delivery.
How does this work for my country?
Why is my total in my own currency?
Prices are shown and charged in your local currency wherever we support it. Use the country selector at the top of any page to switch.
What is your returns policy?
You have 30 days from the date you receive your order to return it for a refund. Returns received after 30 days but within 45 days are refunded as a credit voucher. We are unable to accept returns beyond 45 days.
Items must be unworn, in original condition and with tags attached. Anything showing signs of wear, damage or alteration will be returned to you.
How do I return an item?
UK customers can start a return through our returns portal, where you can create a QR code, print a label or book a collection. A £4.99 return shipping fee applies, which covers your tracked label.
International customers arrange their own return shipping. We do not provide return labels or cover return postage on international orders.
Requests are reviewed within 24 to 48 working hours, Monday to Friday. If you have any trouble, email customercare@luxeemporiumx.com with your order number.
Which items cannot be returned?
Original shipping costs and Package Protection are non-refundable once purchased.
Do you offer exchanges?
Yes, though the fastest route is to place a new order for the size or style you want and return the original for a refund or credit voucher. Direct exchanges are available but take longer, as we need to receive and inspect the return first.
Can I return something bought in a promotion?
Yes, with two options. If your item was part of a multi-buy offer such as 3 for 2, a free ring or a free bracelet, all items in the offer need to come back for a full refund. Alternatively, keep the promotional item and we will refund you minus its retail value.
If your order included free earrings, those cannot be returned for hygiene reasons. You can choose either a credit voucher for the full item value, or a refund minus the value of the earrings.
Do you offer a warranty?
Yes. All items purchased on or after 1 January 2024 carry a 1 year warranty. Items purchased before that date carry a 6 month warranty. The warranty covers manufacturing faults, such as a clasp failing or a stone coming loose without impact.
My gold plating has worn. Can you fix it?
Yes. Replating is complimentary within your 1 year warranty period. Plating wear is normal over time and depends on how often a piece is worn and what it comes into contact with, so this is a service we are happy to provide rather than a fault.
My item was damaged while I was wearing it.
Damage caused during wear, such as a snapped chain after a knock or a stone lost to impact, sits outside the warranty. That said, we look at these case by case and will always try to find a fair solution. Send us your order number and clear photos.
My cubic zirconia stones have gone cloudy.
This is a care issue rather than a fault. CZ picks up a film from perfume, lotion, fake tan, hand sanitiser and natural skin oils, which dulls the sparkle. It cleans off completely. Our Cubic Zirconia Cleaning Guide walks you through it.
How do I report a fault?
Contact us within 7 days of delivery with your order number and clear photos of the issue.
What are your pieces made from?
925 Sterling Silver, 18K and 14K Gold-Finished Sterling Silver, Stainless Steel, and Platinum-Finished Copper for the Aura Cuff and the Luxe 5mm Tennis Necklace and Bracelet.
Can I wear my jewellery in water?
How do I look after my jewellery?
Put your jewellery on last, after perfume, lotion, fake tan and hand sanitiser have dried. Take it off before swimming, showering in hard water or sleeping. Store it in your Luxe Emporium box rather than loose, so pieces do not scratch each other. Our full Jewellery Care Guide has more.
How do I find my ring size?
Our Ring Size Guide has a printable sizer and a method for measuring a ring you already own. If you are between sizes, size up.
What length necklace or bracelet should I choose?
Our Necklace Size Guide and Bracelet Size Guide show each length on the body so you can see how it will sit.
How long do personalised items take?
Personalised pieces take 28 days to produce. Your whole order ships together once the personalised item is ready. If you would like the rest of your order sooner, place two separate orders or a £3.99 postage fee applies for split shipping.
Can I return a personalised item?
Personalised and custom jewellery is non-returnable and non-exchangeable, as each piece is made specifically for you.
What payment methods do you accept?
Visa, Mastercard, American Express, Maestro, Discover, Diners Club, PayPal, Apple Pay and Google Pay. You can also spread the cost with Klarna or Clearpay.
Do you have a newsletter offer?
Yes, 10% off your first order when you sign up.
Do you run bundles?
Yes. Our Bundle & Save collection lets you build a set and save up to £227.
Email customercare@luxeemporiumx.com with your order number and we will come back to you within 24 to 48 working hours, Monday to Friday.
Made to Last
We use only the finest materials in crafting our products.
Luxury Packaging
Every Luxe Emporium piece comes in our luxury branded velvet interior draw box.
