Refund policy

Last updated: 30 September 2026

Thank you for shopping with Lumière & Co. This policy explains how cancellations, returns, exchanges and refunds work. Nothing in this policy affects your statutory rights.

Change-of-mind returns

For items that are not personalised or custom-made to your specifications, you may tell us that you wish to cancel within 14 days of receiving your order. You then have a further 14 days to return the item.

To start a return, email hello@lumiereandco.net with your order number. Items should be returned safely, with all original components and packaging where possible. You may handle and try on an item as you would in a shop, but we may reduce the refund if handling beyond this has caused loss in value.

You are responsible for return postage for a change-of-mind return. We recommend using a tracked service. If the item is faulty, damaged or incorrect, we will cover reasonable return costs.

Personalised and custom-made items

The change-of-mind cancellation right does not apply to jewellery that is made to your specifications or clearly personalised, such as engraved pieces, custom names or initials, and rings made to a customer-selected custom size. This exception does not apply merely because an item is prepared after ordering; a non-personalised standard item remains covered by the cancellation rights above.

Personalised or custom-made items are still covered if they are faulty, damaged, not as described, or do not match the personalisation details supplied at checkout because of our error.

Faulty, damaged or incorrect items

Please contact us as soon as possible at hello@lumiereandco.net with your order number and clear photographs. Contacting us within 48 hours helps us investigate damage in transit, but this request does not limit your statutory rights.

Depending on the circumstances and your legal rights, we will offer an appropriate remedy such as a refund, repair or replacement. Sale items have the same statutory rights as full-price items.

Refunds

For an eligible change-of-mind return, we will refund the item price and the cost of our standard outbound delivery option. Any extra amount paid for an upgraded delivery service is not refundable beyond the standard delivery cost.

We may wait until we receive the returned item, or evidence that it has been sent back, before issuing the refund. Eligible refunds will be issued to the original payment method within 14 days of receiving the returned item or acceptable evidence of return. Your bank or payment provider may take additional time to display the credit.

Ring-size requests

If a custom-sized ring does not fit, contact us within 14 days of delivery. Where technically possible, we may offer a one-time resize or size exchange. A resizing and/or shipping charge may apply; we will confirm any charge before work begins. This goodwill option is separate from your rights where an item is faulty or not as described.

Order changes and cancellations before production

Please contact us within 24 hours if you need to change or cancel an order. We will help where possible. Once work has begun on a personalised or custom-made item, a change or cancellation may no longer be possible.