Refund policy

Return Window

We offer a 14-day return policy. You have 14 days after receiving your item to request a return for eligible products.

Eligibility for Returns

To be eligible for a return, your item must be in the same condition that you received it: unworn, unused, with tags, and in its original packaging (including gift boxes and certificates).

1. Standard Items (Returnable)

  • Standard jewelry collections can be returned for a refund within the 14-day window.

  • Earrings: For hygiene and safety reasons, earrings can only be returned if they are still in their original, unopened sealed packaging. If the hygiene seal is broken, we cannot accept the return.

2. Customized & Personalized Items (Non-Returnable)

  • Items that have been engraved, resized, or custom-made specifically for you are Final Sale and cannot be returned for a "change of mind."

  • Exception: If your custom item arrives damaged, defective, or incorrect, please contact us immediately for a replacement or refund.

Return Shipping Costs & Address

  • Defective/Wrong Items: If the return is caused by our error (e.g., damaged or wrong item), we will cover the return shipping costs.

  • Change of Mind: For standard returns (e.g., you changed your mind), the customer is responsible for the return shipping costs.

  • Return Location: Returns must be mailed to our processing center in [Shenzhen, China]. Detailed address instructions will be provided via email upon approval.

Refund Process

  1. Initiate: Contact us at care@lumina-east.com to start a return.

  2. Ship: We will provide you with the return instructions. Please ship the item back within 7 days of approval.

  3. Inspection: Once we receive your return, allow up to 5 business days for inspection.

  4. Refund: If approved, you will be automatically refunded on your original payment method. Please note that it can take 4–7 business days for your bank or credit card company to process and post the refund.

*Note: Original shipping costs (e.g., the $60 express fee) are non-refundable unless the return is due to our error.*

Cancellation Policy

  • Standard Orders: Can be cancelled before the item is shipped.

  • Custom Orders: Can be cancelled within 24 hours of placing the order. After 24 hours, production begins, and cancellations are not accepted.