FAQ

Placing & Paying for Your Order

Do you offer free shipping?

Yes, we offer free worldwide shipping on all orders of 300 USD or more. For orders under $300, a flat-rate shipping fee of 60 USD applies.

Do you offer gift wrapping?

While we don't offer additional gift wrapping, all our jewelry comes beautifully presented in our signature gift-ready boxes that are perfect for giving as special presents to your loved ones.

My payment was not processed, can you help?

We apologize for the inconvenience! Please check your payment details are correct and that your bank has authorized the transaction. If issues persist, try an alternative payment method or contact us at care@lumina-east.com for further assistance.

Order deadline for Valentine's Day 2026 engraved gift?

To ensure your engraved jewelry arrives by Valentine’s Day 2026, please order by January 31, 2026. Each engraved piece is made to order, with total delivery estimated at 9–14 business days. Please note our crafting team may begin Chinese New Year holidays about 15–18 days early to avoid the festival traffic, which may extend timelines after Jan 31.

I have not received a confirmation email

You should receive an order confirmation email within a few minutes of placing your order, but sometimes it can take a little longer.

Occasionally these emails will get sent into your spam folder, please check and see if that has happened. If your order confirmation email has not been received within 24 hours please contact us.

Changes, Cancellations & Shipping

Track my order

To see your order status, please provide your order details.

Will there be any customs duties or import taxes on my order?

Depending on your country's customs regulations, your ordermaybe subject to duties, VAT, or other import fees. These charges are therecipient's responsibilityand arenot includedin the product price or shipping cost. When your package reaches customs, the carrier (DHL/FEDEX/UPS) will proactively notify you via SMS or email with the exact amount due and payment instructions.

If customs fees apply, how can I pay them?

The carrier (DHL/FEDEX/UPS) will send you an electronic payment notification (via SMS or email) before customs clearance. This notification should includes:

  • Detailed breakdown of charges
  • Secure payment link (credit/debit card accepted online)
  • Payment deadline
  • Customs inquiry contact information

Please ensure timely payment to avoid storage fees or package return due to clearance delays.

I've changed my mind and wish to cancel my order

We understand! Standard jewelry orders can be cancelled within 24 hours of purchase. However, customized/personalized pieces cannot be cancelled after 24 hours as they are specially crafted for you. Please contact us at care@lumina-east.com for assistance.

Receiving Your Order & Returns

Can I return my product?

We offer a 14-day return policy for standard items if they are in new condition with original packaging. Please note that all customized items are final sale and cannot be returned. You can start a return by contacting us at care@lumina-east.com.

My item has arrived damaged, what can I do?

We're so sorry to hear this! Please contact us within 14 days at care@lumina-east.com with a clear unboxing video as evidence. We'll immediately help you file a carrier claim and arrange a replacement or refund for you.

I have a problem with my order, can you help?

Of course! We're here to help. Please email us at care@lumina-east.com with your order number and a detailed description of the issue. Our team will respond within 1-2 business days to assist you personally.