Returns Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to return it back to us. If the item is received after the 30 days you will receive a credit voucher not a refund for your items (you have up to 45 days to return and receive a credit voucher anything returned past this point will not be accepted) Please note you must inform us first of any return you wish to make as some items are not eligible for returns SALE and items with the exception of non-refundable items can be returned for a Credit Note.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused and in its original packaging. If the item has been worn, damaged or used it will be returned back to you. You’ll also need the proof of purchase.
To start a return, you can message us on the Contact Us page on our website or email us on customercare@luxeemporiumx.com Please provide your order number. Please allow 24-48 working hours for a response (Mon-Fri)
If your return is accepted you can use our returns portal and you need to need to create a label for your return and £3.99 returns postage will be deducted from your refund. Again items sent back to us without first requesting a return will not be accepted.
If you return an item via your own method of postage please send the item tracked and keep your receipt as proof of return. We are unable to take responsibility for any lost items not sent tracked or loss of returns receipts.
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. You must inform us of any defects within 7 days of receiving your order or you will not be eligible for a replacement. For further information on faulty items see our Replacement/Repairs policy.
Exceptions / non-returnable items
Personalised Items such as initial necklaces and personalised name necklaces are non-refundable. Earrings are non refundable for hygiene reasons. Wedding Sets are made to order and can be returned for a credit voucher only. Green, Blue & Fuschia Jasmine rings are made to order and are returnable for a credit voucher only. SALE and items with the exception of non-refundable items can be returned for a Credit Note.
Exchanges
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. We are able to facilitate exchanges however this is a longer process as we must receive and check over the return before the exchange is processed.
Refunds
We will notify you once we’ve received and inspected your return please allow 5-7 working days from us receiving the item, we will let you know if the refund was approved or not. If approved, you’ll be automatically refunded to your original payment method please allow 5-7 working days for funds to go back on your original payment method.
If you are returning your item past the 30 day period you will be provided with a voucher for the value of the item. (you have up to 45 days to return and receive a credit voucher anything returned past this point will not be accepted)
Items purchased during promotions / FREE item Threshold Spend
Any purchases made during any of our FREE item promotional periods including 3 for 2/Free Ring all items must be returned in order to receive a refund. Alternatively you can be deducted retail price in order to keep the item you wish or receive a gift card for the value of your order.
