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Return & Exchange Policy

Last updated: March 12, 2026

Our Commitment

We want you to love every piece you receive from LumaLark. If anything falls short of your expectations, we will do our best to make it right.

Return Window

You may submit a return request within 30 days of actually receiving your item. Once your request is approved, please ship the item back within 14 days. If your order is shipped in multiple shipments (e.g., including pre-order items), the return window for each item starts separately from the date you receive that item.

Extended Holiday Return Period: Orders placed between November 1 and December 31 have their return deadline extended to at least January 31 of the following year; if an item's standard 30-day return window ends later than January 31, the later date applies.

Return Conditions

Items eligible for return must:

  • Be unworn and undamaged — no signs of wear, alterations, or perfume/lotion residue
  • Include original packaging — including the jewelry box, pouch, and all tags and cards
  • Be returned as a complete set — sets and bundled items must be returned together; individual pieces cannot be returned separately. EU and UK consumers: When returning items under your statutory right of withdrawal, if the individual pieces in a set can be used independently and are priced separately, you have the right to return only some of the items.

Partial returns: If your order contains multiple individual items (not a set), you may choose to return only some of them without returning the entire order.

The above return conditions apply to our 30-day commercial return policy. When consumers in the EU and UK return items under their statutory right of withdrawal (within 14 days of receiving the goods), the above conditions do not apply as prerequisites; however, consumers shall be liable for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

Non-Returnable Items

The following items are final sale and cannot be returned:

  • Custom-made or engraved items (specially made to your personal specifications and cannot be resold)
  • Gift cards
  • Items marked as "final sale" or "clearance" on the product page
  • Items showing signs of wear, damage, or alteration

Exception for custom items: If a custom-made or engraved item has a craftsmanship defect (e.g., breakage, detachment, material issues), or the customization does not match your order (e.g., wrong engraving, wrong materials used), please contact us within 30 days of receiving the item with clear photos, and we will arrange a remake or full refund. The above 30 days is a recommended contact timeframe and does not affect your rights under statutory quality guarantees.

EU and UK consumers: Under the Consumer Rights Directive, you always have a statutory right of withdrawal within 14 days of receiving the goods. The "final sale" designation above does not affect your statutory rights. Custom-made items are exempt from the right of withdrawal under Article 16(c) of EU Directive 2011/83/EU, but defective items are not subject to this exemption.

Partial Returns and Refund Calculation

Partial Returns from Multi-Item Orders

You may choose to return some items from an order while keeping the rest. Refunds for partial returns are calculated according to the following rules:

  • Refund Amount: Refunds are based on the actual price paid for the returned items (if an order-level discount was applied, the discount will be prorated across items by their price proportion)
  • Shipping Fee Handling: After a partial return, if the remaining items in the order still meet the free shipping threshold, the original shipping fee rules remain unchanged; if the remaining items fall below the free shipping threshold, the previously waived shipping fee will not be deducted from the refund
  • Return Shipping Fee: A return shipping fee is charged once per return request (see Return Shipping Fee below), not per item

Mixed orders containing pre-order items

When your order includes both in-stock items and pre-order items, the order may be shipped in separate batches. Below are the handling methods for various return scenarios:

Scenario 1: Return only the received in-stock items and keep the pre-order items

  • In-stock items are processed through the standard return procedure without affecting the shipment of pre-order items
  • The refund amount is the actual price paid for the returned items

Scenario 2: Cancel only the unshipped pre-order items and keep the received in-stock items

  • Pre-order items can be canceled at any time before shipment by contacting customer service for a full refund of those items
  • Received in-stock items are not affected

Scenario 3: Return in-stock items and cancel pre-order items at the same time

  • The in-stock portion is handled according to the standard return process
  • The pre-order portion is handled according to the pre-order cancellation policy
  • Refunds for the two portions will be processed separately

Scenario 4: Returning a Pre-Order Item After It Has Been Shipped and Received

  • The standard return policy applies, with the 30-day return period starting from the date you receive the pre-order item
  • The return period is independent of the return periods for other items in the same order that have already been received

Shipping Fee Refund Policy: If all items in the entire order are returned or canceled (including in-stock returns + pre-order cancellations) and the return is not due to our error, the original shipping fee will not be refunded. If the return is due to our error (wrong item sent, product defect), the full shipping fee will be refunded. Consumers in the EU and UK exercising their statutory right of withdrawal will also receive a refund of the standard shipping fee.

Pre-Order Item Returns

The following return rules apply to pre-order items:

  • Cancellation Before Shipment: Before a pre-order item ships, you may contact customer service at any time to request a cancellation and receive a full refund (the refund amount is the actual price paid for the pre-order item). If a pre-order item is delayed beyond the original estimated shipping date due to production or supply reasons, you also have the right to cancel at any time and receive a full refund
  • Returns After Shipment: Once a pre-order item has shipped, the same standard return policy as in-stock items applies — within 30 days of receipt, you may request a return provided the return conditions are met
  • Return Period Start Date: The 30-day return period for pre-order items starts from the date you actually receive the item, not the date of order placement or the pre-order start date
  • Multiple pre-order items: If your order contains multiple pre-order items, you may cancel or return some of them individually without having to cancel the entire order

EU and UK consumers: Pre-order items are also covered by the statutory 14-day right of withdrawal after receipt, starting from the date you actually receive the item.

For pre-order cancellation refunds paid via PayRam stablecoin, blockchain network fees (Gas Fee) are also covered by LumaLark (see Refund Methods below).

Exchanges

We do not currently offer direct exchanges. If you need a different item, please return the original item following the process below, and place a new order for the item you want after the refund has been processed.

This policy does not affect your right to request a replacement for non-conforming items under statutory quality guarantees (see Statutory Quality Guarantee below).

How to Initiate a Return

  1. Log in to your LumaLark account and go to My Orders
  2. Select the relevant order and click Request a Return
  3. Select the item(s) to return and the reason for the return
  4. You will receive return instructions and the return address via email. Orders in the US and Canada will include a prepaid return shipping label; for orders in other regions, please arrange the return shipment at your own expense
  5. Pack the item securely using the original packaging
  6. Drop off the package at the designated carrier location

Important: Please keep your return shipping receipt and tracking number. You are responsible for the return package during transit until we confirm receipt. We strongly recommend using a trackable shipping method.

Don't have an account? Please contact customer service at [email protected] with your order number, and we will assist you.

EU and UK consumers: Submitting a return request through My Orders constitutes a valid declaration of exercising your statutory right of withdrawal. You may also use the standard withdrawal form at the bottom of this page.

Gift Returns

If you received a LumaLark item as a gift, please contact customer service at [email protected] with the gift giver's order number or email address, and we will assist you with the return. Refunds will be issued to the original purchaser's payment method.

Gift returns are subject to the same return conditions listed above. The return window is within 30 days of the gift recipient's actual receipt of the item.

Gift returns are an additional commercial courtesy offered by LumaLark. The statutory right of withdrawal and statutory quality guarantees are exercisable by the original purchaser (the contracting party).

Return Shipping Costs

  • Worldwide: Free

The above return shipping costs were disclosed to you during the checkout process.

When EU and UK consumers return items under the statutory right of withdrawal (within 14 days of receipt), consumers are only responsible for the direct cost of return shipping (disclosed to you before placing the order), and standard delivery charges will also be refunded.

International Return Notice: For packages being returned from overseas, please mark "Returned Merchandise" and the original order number on the outer packaging to help customs identify the shipment as returned goods and avoid duplicate duty charges. For returns caused by our error (wrong item shipped, product defects), we will cover any duties incurred from the return; for returns due to other reasons, duties are the responsibility of the returning party.

Refund Processing

Refund Timeframes

  • Standard Returns (Airwallex Card/Local Payment): Processed within 5–7 business days after receiving the return; an additional 5–10 business days for the refund to appear in your account
  • Standard Returns (PayRam Stablecoin): Processed within 5–7 business days after receiving the return; 1–3 business days for the refund to appear in your account
  • Pre-order Cancellations: Processed within 3–5 business days after cancellation is confirmed; refund arrival time follows the same timeline as above based on the original payment method
  • EU/UK Statutory Withdrawal: Refund issued within 14 days of receiving the withdrawal notice; we may withhold the refund until we receive the returned goods or you provide proof of shipment (whichever comes first)

In this policy, business days refer to Monday through Friday in the Eastern Time (ET) zone, excluding U.S. federal public holidays.

We will notify you by email once your return is received and will begin processing the refund after confirming the item meets the return eligibility requirements.

Refund Method

Refunds will be returned to your original payment method:

  • Orders paid via card or local payment methods (Airwallex channel): Refunds are returned to the original payment method (card payments are refunded to the original card; local payments are refunded to the original payment account)
  • Orders paid directly with stablecoins (PayRam channel — wallet payment): Refunds are returned to your payment wallet in USDT/USDC, calculated at the USD equivalent value at the time of purchase. Blockchain network fees (Gas Fee) are covered by LumaLark, and you will receive a full refund

Stablecoin Refund Risk Notice: USDT and USDC are stablecoins pegged to the US dollar, but their market prices may experience brief fluctuations. The refund amount is calculated based on the nominal USD value at the time of purchase and issued in an equivalent amount of stablecoins. LumaLark is not responsible for any fluctuations in the market price of stablecoins after the refund is received. If you have concerns about this, please contact customer service when submitting your return request to learn about alternative refund methods.

Wallet Address Change: If your payment wallet can no longer receive refunds (e.g., private key lost or address no longer in use), please contact customer service when submitting your return request to provide an alternative wallet address. We will complete identity verification within 7 business days (requiring the name and registered email matching the order) and send the refund to the new address. If you are unable to provide any usable wallet address, we will refund the equivalent fiat currency via bank transfer (bank account information required).

Refund Amount

  • Partial Return Refund: Only the actual paid price of the returned item(s) will be refunded. If an order-wide discount or coupon was applied, the discount amount will be prorated based on the price proportion of each item before calculating the refund
  • Original shipping fees are non-refundable, unless the return is due to our error (wrong item shipped, product defect), or all items in the entire order are returned/canceled and the statutory right of withdrawal applies

For EU and UK consumers exercising their statutory right of withdrawal, standard delivery costs will also be refunded.

Returned Items Not Meeting Return Conditions

If the returned item(s) do not meet the above return conditions (e.g., signs of wear, damage, missing original packaging, etc.), we will notify you and offer the following options:

  • Return the item(s) to you: We will ship the item(s) back to you within 14 days, with shipping costs borne by you
  • Partial refund: Based on an assessment of the actual condition of the item(s), we will offer a partial refund reflecting the current value of the item(s) (subject to your confirmation and agreement)

If you disagree with our assessment, please contact customer service for further discussion. This does not affect any statutory rights you may have under applicable law.

If you do not respond within 30 days of receiving our notification, we will assume you have chosen to have the item returned and will ship it back to your order's delivery address (shipping costs will be deducted from the refund).

Received a Damaged or Defective Item

Received a damaged or defective item? We sincerely apologize. Please contact us as soon as possible after receiving the item (preferably within 48 hours):

  1. Email [email protected] with your order number
  2. Include clear photos of the damage or defect
  3. Our team will review your case and offer a replacement or full refund. Depending on the circumstances, we may not require you to return the item

The contact timeframes above do not affect your statutory rights under applicable law.

Statutory Quality Guarantee (EU & UK Consumers)

In addition to the commercial return policy described on this page, EU and UK consumers are entitled to the following statutory rights:

EU Consumers: Under the EU Sale of Goods Directive (EU 2019/771), the goods you purchase are covered by a statutory conformity guarantee for 2 years from the date of delivery. If the goods do not conform to the contract (including materials, craftsmanship, functionality, etc.), you are entitled to request repair, replacement, a price reduction, or a full refund. For any lack of conformity discovered within the first year after delivery, the defect is presumed to have existed at the time of delivery unless we can prove otherwise.

UK Consumers: Under the Consumer Rights Act 2015, you are entitled to the following rights:

  • Within 30 days of receiving the goods: if the goods do not conform to the contract, you have the right to reject them and receive a full refund
  • Within 6 months of delivery: entitled to request a repair or replacement; if repair/replacement is unsuccessful, entitled to a full refund
  • Within 6 years of delivery (5 years in Scotland): if you can prove the goods were defective at the time of delivery, you are still entitled to request a repair or partial refund

These statutory rights are independent of our 30-day commercial return policy and are not limited by the return period.

Refund Delays

If you have not received your refund after the expected processing time:

  1. Check your bank account, credit card statement, or payment wallet balance
  2. If you paid by bank card or a local payment method (Airwallex channel), please contact your bank or payment platform — there is usually a processing period before the refund officially posts
  3. If you paid via PayRam, please check whether your payment wallet has received USDT/USDC
  4. If you have tried all of the above and still have not received your refund, please contact us at [email protected]

Fair Use of the Return Policy

We reserve the right to review abnormal return patterns. If systematic abuse of the return policy is identified (e.g., repeatedly purchasing and then returning items that have clearly been used), we may, upon prior notice, restrict return eligibility for subsequent orders. This does not affect any statutory rights you may have under applicable law.

Appendix: EU Standard Withdrawal Form

(Pursuant to Annex I Part B of the EU Consumer Rights Directive)

To: LumaLark LLC, Email: [email protected]

I/We ( *) hereby give notice that I/We ( *) withdraw from my/our ( *) contract of sale of the following goods ( *)/ for the provision of the following service ( *):

  • Ordered on ( *)/ received on ( *): __________
  • Name/description of goods: __________
  • Order number: __________
  • Name of consumer(s): __________
  • Address of consumer(s): __________
  • Signature of consumer(s) (only for paper form): __________
  • Date: __________

( *) Delete as appropriate

You may send the completed form via email to [email protected] with the subject line Right of Withdrawal — Order #[your order number].

If you have a dispute regarding a return or refund that cannot be resolved through customer service, please refer to Terms of Service Section 16 for dispute resolution procedures. EU consumers may also file a complaint through the ODR platform .

This policy forms part of the Terms of Service, and applicable law and dispute resolution are detailed in the Terms of Service.