Refund policy

Last updated: 5 September 2026

Thank you for shopping with Lumière & Co. We want you to love your jewellery, and this policy explains how returns, exchanges and refunds work.

Personalised & Made-to-Order Items
Many of our pieces are personalised or made to order, including engraved items, custom name jewellery, and made-to-size rings. Because these items are created especially for you, personalised and made-to-order items cannot be returned or exchanged unless they arrive faulty, damaged, or do not match the personalisation details you provided at checkout due to our error.

Non-Personalised Items
For jewellery that is not personalised, you may request a return within 14 days of receiving your order. To be eligible, your item must be unworn, undamaged, and in its original packaging. To start a return, contact us at hello@lumiereandco.net with your order number and reason for return. Return shipping costs are the customer's responsibility unless the item is faulty or was sent in error.

Faulty, Damaged, or Incorrect Items
If your item arrives faulty, damaged in transit, or is not what you ordered, contact us within 48 hours of delivery at hello@lumiereandco.net with your order number and photos. We will arrange a replacement, repair, or full refund, including return shipping costs where applicable.

Refunds
Once your return is received and inspected, we will notify you of approval or rejection. If approved, your refund will be processed within 5-10 business days to your original payment method.

Ring Size Exchanges
If a made-to-size ring doesn't fit, contact us within 14 days of delivery. We will offer a one-time size exchange where possible; a small resizing or shipping fee may apply.

Cancellations
Orders may be cancelled or amended within 24 hours of purchase, before production begins. Once personalisation has entered production, orders cannot be cancelled or changed.

Contact Us
Questions about this policy? Email hello@lumiereandco.net.