Refund 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 box or packaging. You’ll also need the receipt or proof of purchase (email address and order number).

Simply contact us at support@lua-joia.co.uk to start a return we’ll send you a return shipping label, as well as 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 support@lua-joia.co.uk.

Christmas Extended Returns
During the Christmas period, products purchased from 19.10.20 can be returned and exchanged up to and including 17.01.21. This will overwrite the standard 30 day rule.

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, like custom products (such as special orders or personalized items), and for hygiene reasons some items may be exempt from being returned such as earrings or other piecing jewellery if it has been tried on. Please get in touch if you have questions or concerns about your specific item at support@lua-joia.co.uk.

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.

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. Please remember it can take some time for your bank or credit card company to process and post the refund too.