Refund policy
At Lurelle™, we believe every piece of jewelry should be something you'll treasure for years to come. Your satisfaction means everything to us, which is why every purchase is backed by our 365-Day Money-Back Guarantee.
Please review our Refund & Return Policy before placing your order.
365-Day Money-Back Guarantee
We proudly offer a 365-day return and refund policy for eligible purchases.
If you're not completely satisfied with your order, you may request a return within 365 days from the date your package is delivered.
To qualify for a return:
- The item must be in its original condition.
- Jewelry should show no excessive signs of damage caused by misuse.
- Original packaging is preferred whenever possible.
- Proof of purchase or your order number is required.
To start a return, simply contact us at:
Our Customer Care Team will guide you through the return process and provide return instructions.
Please do not send any item back without first contacting us, as unauthorized returns cannot be processed.
Promotional Orders
Orders purchased during special promotions, including but not limited to:
- Buy One, Get One Free
- Bundle Offers
- Limited-Time Discounts
- Seasonal Promotions
may be subject to different return conditions.
Depending on the promotion, refunds may be adjusted to reflect the promotional pricing applied at the time of purchase.
If you have any questions regarding your order's eligibility, our support team will be happy to assist you.
Non-Returnable Items
The following items are not eligible for return unless they arrive damaged or incorrect:
- Gift Cards
- Personalized or custom-made jewelry
- Final Sale or Clearance items
- Products intentionally damaged or altered after delivery
Exchanges
Need a different size or color?
We're happy to help.
If your requested variation is available, we will gladly arrange an exchange.
Depending on the situation, we may not require the original item to be returned before shipping the replacement.
Once an exchange has been completed, the replacement order becomes final and is no longer eligible for an additional exchange or refund.
Order Cancellations
Orders may be canceled within 24 hours of purchase.
After this period, your order may already be in production or fulfillment and can no longer be canceled.
Orders that have already been shipped cannot be canceled.
Damaged, Defective, or Incorrect Items
Please inspect your package as soon as it arrives.
If your order arrives:
- Damaged during shipping
- Defective
- Incorrect
- Missing an item
please contact us within 48 hours of delivery.
Email us at:
To help us resolve your request as quickly as possible, please include:
- Your order number
- Clear photos of the item
- Photos of the packaging
- Photos of the shipping label (if available)
After reviewing your request, we'll provide the most appropriate solution, which may include:
- A replacement item
- A partial refund
- A full refund
European Union Customers
If your order is delivered within the European Union, you may have the legal right to withdraw from your purchase within 14 days of receiving your order.
Returned items must:
- Be unworn and unused
- Include original packaging
- Include proof of purchase
This right applies in accordance with applicable EU consumer protection laws.
Refund Processing
Once your return has been received and approved, refunds will be issued to your original payment method.
Please allow approximately 5–10 business days for your financial institution to complete the refund.
Processing times may vary depending on your bank or payment provider.
If you have not received your refund within 15 business days after approval, please contact us.
Chargeback Policy
Your satisfaction is extremely important to us.
If you experience any issue with your order, we kindly ask that you contact our Customer Support Team before opening a chargeback with your payment provider.
Most concerns can be resolved quickly through our support process, allowing us to provide the fastest possible solution.
Contact Us
If you have any questions regarding returns, refunds, or exchanges, we're always here to help.
Lurelle™ Customer Care
Response Time: Within 24–48 business hours