Refund policy
Return & Refund Policy
1. Overview
At Luul Jewellery, we want you to be fully satisfied with your purchase. If you are not happy with your order, we offer returns and refunds in accordance with UK consumer law.
Please read this policy carefully before making a purchase.
2. Returns
We accept returns within 14 days of receiving your order.
To be eligible for a return, your item must be:
- Unused and unworn
- In the same condition that you received it
- In its original packaging
To request a return, please contact us at:
📧 support@luuljewellery.co.uk
Please include your order number and reason for return.
3. Non-Returnable Items
For hygiene and safety reasons, certain items may not be eligible for return, including:
- Earrings (if sealed or worn)
- Custom-made or personalised jewellery
- Sale or clearance items (if stated at purchase)
4. Refunds
Once we receive and inspect your returned item, we will notify you about the approval or rejection of your refund.
If approved, your refund will be processed back to your original payment method within 5–10 business days.
Shipping costs are non-refundable unless the item is faulty or incorrect.
5. Exchanges
We only replace items if they are defective, damaged, or sent incorrectly. If you need an exchange, contact us at:
📧 support@luuljewellery.co.uk
6. Damaged or Incorrect Items
If you receive a damaged or incorrect item, please contact us within 48 hours of delivery with photos of the issue so we can resolve it quickly.
7. Return Shipping
Customers are responsible for return shipping costs unless the item is faulty or incorrect.
We recommend using a tracked shipping service, as we cannot guarantee receipt of returned items without tracking.
8. Late or Missing Refunds
If you have not received your refund yet:
- Check your bank account again
- Contact your payment provider (it may take time before your refund is officially posted)
- Contact your bank, as processing times may vary
If you still have not received your refund, please contact us.
9. Contact Us
For any questions regarding returns or refunds, please contact: