Returns Policy
Returns & Refunds Policy
1. Return Window & Conditions
- We offer a 30-day return policy from the date you receive your item.
- If your return is received after 30 days but within 45 days, you will receive a credit voucher instead of a refund.
- Returns beyond 45 days will not be accepted.
2. Eligibility for Returns
To be eligible for a return:
- Items must be unused, unworn, and in their original packaging (including jewellery boxes and pouches).
- Rings must have all original tags attached.
- If the item has been worn, damaged, or altered, it will be sent back to you.
Luxury Jewellery Box Return Policy:
- To receive a full refund, all original packaging must be returned, including our luxury jewellery box.
- If the box is not included, a £4.99 replacement fee will apply.
3. How to Start a Return
- Contact us via the Contact Us page on our website or email customercare@luxeemporiumx.com with your order number.
- Our team aims to respond within 24-48 working hours (Monday–Friday).
If your return is approved, you will receive access to our tracked returns portal, where you can:
- Create a QR Code
- Generate a Printable Label
- Book a Collection (UK only)
A £4.99 return shipping fee applies for UK returns.
International Returns:
- We do not provide return labels or cover shipping costs for international orders.
- Customers outside the UK must arrange their own return shipping.
4. Non-Returnable & Exchange-Only Items
The following items cannot be returned or exchanged:
- Personalised items (e.g., initial necklaces, custom name jewellery).
- Earrings (due to hygiene reasons).
- Rings with tags removed.
- Clearance & final sale items (marked as clearance in the description).
The following items are exchange-only and eligible for a credit voucher, but not a refund:
- Wedding Sets (made to order).
- Green, Blue & Fuchsia Jasmine Rings (made to order).
- Premium made-to-order, pre-order, and custom items.
5. Damaged, Faulty, or Incorrect Items
- Please inspect your order upon arrival and contact us within 7 days if your item is defective, damaged, or incorrect.
- Issues reported after 7 days will not be eligible for a replacement.
For further details, refer to our Replacement & Repairs Policy.
6. Exchanges
- If you need a replacement quickly, we recommend placing a new order for the correct size/style and returning your original item.
- We do offer direct exchanges, but this process takes longer, as we must receive and inspect the return first.
7. Refunds
- Returns are processed within 10-14 working days from the date we receive the item.
- If approved, refunds are issued to your original payment method (please allow 5-7 working days for processing).
- If returning an item after 30 days but within 45 days, a credit voucher will be issued instead.
- Credit vouchers will be sent via email as digital codes and can be used on any future Luxe Emporium purchase.
8. Promotional Purchases & Free Gift Returns
Promotional Offers (e.g., "3 for 2", "Free Ring", "Free Bracelet")
- All items within the promotion must be returned to receive a full refund.
- Alternatively, you can:
- Keep the item and have the retail price deducted from your refund.
- Receive a gift card for the order value.
Free Earring Promotion:
- Earrings are non-returnable due to hygiene reasons.
- Items purchased with free earrings can only be returned for:
- A credit voucher for the item's value.
- A refund minus the value of the earrings (customer's choice).