Refund policy

Return and Refund Policy

Please Note on Our Pearls:
Every piece of Lumi Letter jewelry features genuine, natural pearls. Due to their organic origin, slight variations in shape, size, color, and natural growth marks are unique characteristics of the gems and are not considered quality defects. We celebrate these natural imperfections as a testament to their authentic journey through time.

30-Day Return Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at hello@lumiletter.com. Please note that for non-quality returns, the customer is responsible for the international return shipping costs and any associated customs fees. Once your return request is approved, our customer support team will provide you with the detailed authorized return warehouse address and specific instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at hello@lumiletter.com. 

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.

Exceptions / Non-Returnable Items
Certain types of items cannot be returned, such as custom products (including special orders, custom-sized jewelry, or personalized items). Please get in touch if you have questions or concerns about your specific piece.

Unfortunately, we cannot accept returns on sale items or gift cards.

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.

European Union 14-Day Cooling Off Period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 

If more than 15 business days have passed since we’ve approved your return, please contact us at hello@lumiletter.com.