How can I get FREE delivery?
FREE delivery is available if your order is over £100 and for delivery to the UK. Your basket will show if your items qualify for this delivery option.
My order hasn’t arrived. Where is it?
Please contact us on 07894 336917 or email email@example.com quoting your order number and we can check delivery estimates and whether the item has been delivered. You may want to ask neighbours if a package has been left with them.
My order has arrived but there’s a problem. Can you help?
We’ll do everything we can to help you. Please contact us on 07894 336917 or email firstname.lastname@example.org quoting your order number and give details of the problem.
How do I return an item?
If you need to return an item of jewellery to us which has been purchased online from Lumina Jewellery at www.luminajewellery.com, please send us an email advising us of the item/s that are being returned, when they were purchased and the reason for the return. Items of jewellery up to £200 must be returned within 30 days of the date they were delivered and those over £200 must be returned within 10 working days. For all returns with the exception of damaged items, you will be liable for all postage fees. It is your responsibility to ensure items of jewellery reach us in the exact condition as when they were dispatched. You will be held entirely responsible for any loss or damage which may occur during transit. We strongly recommend that all items of jewellery be fully insured when being posted back to us. Upon receiving a returned item, it will be thoroughly inspected and providing it is found to be in the exact condition as when it was dispatched, a refund (excluding postage fees) or exchange will be arranged. Monies will only be returned in the same way by which they were received. Please be aware that refunds through PayPal can take between seven and ten days to process.
I’ve returned my item. How soon will I receive my refund/replacement?
We will do our best to keep you updated on any refund/replacement. Our aim is to contact you at each stage of the process. If you need to contact us please call 07894 336917 or email email@example.com quoting your order number.
I’d like to pay for next-day/an express delivery option.
Please contact us if you would prefer next day or an express delivery option. Contact us on 07894 336917 or email firstname.lastname@example.org quoting your order number.
How can I cancel my order?
You can cancel items/orders that haven’t been shipped yet by calling 07894 336917 or email email@example.com quoting your order number.
How can I update my shipping/billing addresses?
You can view your recent orders and manage your shipping and billing addresses via your online account dashboard.
I’ve forgotten my password. What can I do?
We can’t tell you your password but you can reset it by clicking on the ‘Lost password’ link on the login page. You’ll be sent details on how to reset your password. You can then change your password once you’ve logged back in using the new details.