FAQ's

Frequently asked questions

  • Q: What length are your necklace chains?
  • A: All of our necklace chains are 18 inch in length. 18 inch necklaces normally sit just below the neckline.
  • Q: What material is your jewellery made from?
  • A: 99% of our pendants, necklaces, earrings & rings are made from 925 sterling silver. We stock a handful of plated jewellery; which is nickel-free. Plated jewellery will tarnish, with the silver or gold colour eventually fading. 925 sterling silver jewellery can naturally tarnish over time, but there's lots you can do to revive it again.
  • Q: How do I care for my 925 sterling silver jewellery?
  • A:¬†It is beneficial to wash your sterling silver by hand in hot, soapy water as soon as possible after use. Rinse well in clear hot water and hand-dry immediately & thoroughly. For silver that is tarnished, clean with a good quality silver polish & avoid 'dip' polishes.
  • Q: Do you re-size rings?
  • A: We do offer a ring re-sizing service, which is completed by our local & trusted jeweller. The turn around time for this is approx 2 weeks. We have a specific listing for this on our website.
  • Q: Do¬†you¬†ship to my country?
  • A: Good news; we ship worldwide! We ship to over 30 countries. The quickest way to see if we ship to your country is adding an item to your basket & attempting to check out. If we don't ship to your country, please email us at hello@lumijewellery.com & we will¬†obtain a shipping quote for you.
  • Q: I'm an¬†International customer; will¬†I be charged import tax?
  • A: Some companies charge you the import tax at the point of sale, so you will not be charged when you¬†receive your item. However, we don't charge you the import tax, so this will be payable when you receive your item (the value is the same no matter if you pay it at the¬†point of sale, or after). Import tax is calculated at a percentage dependant on your country, for some¬†countries it is 0%, & others it is 20% + We recommend you check this prior to ordering from us.
  • Q: I'm a UK customer, what happens if¬†I missed my delivery &¬†it's been returned to Lumi Jewellery?
  • A: If the parcel is returned to us we will send you an email to notify you. You then have a few choices of how you'd like to proceed. If it's been returned within 14 days, we can either offer a refund minus postage charges, or take an additional postage charge from you to re-send the¬†item, as per our terms & conditions. If your parcel was returned to us after 2 weeks, we can either offer a credit note to the value of your order minus postage charges,¬†or take an additional postage charge from you to re-send the¬†item, as per our terms & conditions.
  • Q: Do you accept returns?
  • A: We accept returns of all items apart from earrings, for hygiene reasons. Return requests must be emailed to us within 7 days of receiving the parcel. Returns must be sent back to us within 14 days of receiving the parcel if you wish to receive a refund. Returns must be sent back to us in ALL cases within 30 days of receiving the parcel if you wish to receive a credit note. Returns that are sent back to us after 30 days will not be accepted, refunded or provided a credit note. We advise you send returns back to us using a tracked service, as we cannot be held responsible if your return is lost by the courier.
  • Q: My item is damaged, can I return it?
  • A: Please email us at hello@lumijewellery.com with photo's of your damaged item & we will work hard to resolve this for you.
  • Q: I'm an international customer, I think my parcel is lost, what can I do?
  • A: Our courier requires contact from us within 30 days of us booking your shipment, in order to raise a parcel search. We therefore we require contact from our international customers to report a suspected problem within 28 days of us dispatching your order. Failure to contact us within 28 days results in us not being able to make a claim for your lost parcel.
  • Q: What courier & service do you use to ship parcels in the UK?
  • A: Royal Mail collect our parcels daily; we ship your parcels either by Tracked Royal Mail 48 (¬£4.50, which arrive in 2-3 working days) or Tracked Royal Mail 24 (¬£6.50, which arrive in 1-2 working days). We also offer an ¬£11.50 option which is Royal Mail Special Delivery before 1pm the next working day.
  • Q: Do I get tracking information when my order is shipped?
  • A: All orders (UK & Worldwide) are sent using a tracked service, this also enables us to see the location of the parcel at the time of the 'delivered' scan.

 

Tap the arrow on each question to learn more

What length are your necklaces?

All of our necklace chains are 18 inch in length. 18 inch necklaces normally sit just below the neckline.

What material is your jewellery made from?

99% of our pendants, necklaces, earrings & rings are made from 925 sterling silver. We stock a handful of plated jewellery; which is nickel-free. Plated jewellery will tarnish, with the silver or gold colour eventually fading. 925 sterling silver jewellery can naturally tarnish over time, but there's lots you can do to revive it again.

How do I care for my 925 sterling silver jewellery?

It is beneficial to wash your sterling silver by hand in hot, soapy water as soon as possible after use. Rinse well in clear hot water and hand-dry immediately & thoroughly. For silver that is tarnished, clean with a good quality silver polish & avoid 'dip' polishes.

Do you re-size rings?

We do offer a ring re-sizing service, which is completed by our local & trusted jeweller. The turn around time for this is approx 2 weeks. We have a specific listing for this on our website.

Do you ship to my country?

Good news; we ship worldwide! We ship to over 30 countries. The quickest way to see if we ship to your country is adding an item to your basket & attempting to check out. If we don't ship to your country, please email us at hello@lumijewellery.com & we will obtain a shipping quote for you.

I'm an International customer; will I be charged import tax?

Some companies charge you the import tax at the point of sale, so you will not be charged when you receive your item. However, we don't charge you the import tax, so this will be payable when you receive your item (the value is the same no matter if you pay it at the point of sale, or after). Import tax is calculated at a percentage dependant on your country, for some countries it is 0%, & others it is 20% + We recommend you check this prior to ordering from us.

I'm a UK customer, what happens if I missed my delivery & it's been returned to Lumi Jewellery?

If the parcel is returned to us we will send you an email to notify you. You then have a few choices of how you'd like to proceed. If it's been returned within 14 days, we can either offer a refund minus postage charges, or take an additional postage charge from you to re-send the item, as per our terms & conditions. If your parcel was returned to us after 2 weeks, we can either offer a credit note to the value of your order minus postage charges, or take an additional postage charge from you to re-send the item, as per our terms & conditions.

Do you accept returns?

We accept returns of all items apart from earrings, for hygiene reasons. Return requests must be emailed to us within 7 days of receiving the parcel. Returns must be sent back to us within 14 days of receiving the parcel if you wish to receive a refund. Returns must be sent back to us in ALL cases within 30 days of receiving the parcel if you wish to receive a credit note. Returns that are sent back to us after 30 days will not be accepted, refunded or provided a credit note. We advise you send returns back to us using a tracked service, as we cannot be held responsible if your return is lost by the courier.

My item is damaged, can I return it?

Please email us at hello@lumijewellery.com with photo's of your damaged item & we will work hard to resolve this for you.

I'm an international customer, I think my parcel is lost, what can I do?

Our courier requires contact from us within 30 days of us booking your shipment, in order to raise a parcel search. We therefore we require contact from our international customers to report a suspected problem within 28 days of us dispatching your order. Failure to contact us within 28 days results in us not being able to make a claim for your lost parcel.

What courier & service do you use to ship parcels in the UK?

Royal Mail collect our parcels daily; we ship your parcels either by Tracked Royal Mail 48 (£4.50, which arrive in 2-3 working days) or Tracked Royal Mail 24 (£6.50, which arrive in 1-2 working days). We also offer an £11.50 option which is Royal Mail Special Delivery before 1pm the next working day.

Do I get tracking information when my order is shipped?

All orders (UK & Worldwide) are sent using a tracked service, this also enables us to see the location of the parcel at the time of the 'delivered' scan.