Return Policy
Quick Summary
- Eligible items may be returned or exchanged within 30 days of delivery.
- Items must be unused, unworn, unwashed, and returned with original packaging, tags, intention cards, certificates, and accessories where applicable.
- If your item arrives damaged, defective, or incorrect, contact us within 7 days of delivery with photos so we can replace, refund, or resolve the issue.
- Custom, personalized, made-to-order, engraved, resized, or special request bracelets are final sale once production has begun, except where the item arrives damaged, defective, incorrect, or materially different from the confirmed order details.
- For change-of-mind returns, customers are responsible for return shipping costs, duties, taxes, and any customs-related charges.
- Original standard shipping is free and will not be deducted from eligible refunds. Paid expedited shipping, if selected, is non-refundable unless the issue was caused by us.
Return Window
You may request a return or exchange within 30 days of delivery for eligible items. Requests made after 30 days may not be accepted.
Return Eligibility
Returned items must be unused, unworn, unwashed, undamaged after delivery, and in original packaging with tags, cards, certificates, pouches, boxes, and accessories where applicable.
Items That Cannot Be Returned
- Custom, personalized, made-to-order, engraved, resized, or special request items.
- Final Sale, clearance, gift cards, digital products, and free promotional gifts.
- Items that have been worn, washed, altered, damaged after delivery, or returned without required packaging.
- Items returned without prior authorization from LumaLuck.
Custom and personalized bracelets: custom, personalized, made-to-order, engraved, resized, or special request bracelets are created specifically for you. They are final sale and are not eligible for return, refund, or exchange due to change of mind, intention preference, wrong wrist measurement, incorrect customization details submitted by the customer, or preference for a different stone, color, size, or style once production has begun.
How to Start a Return or Exchange
- Email support@luma-luck.com within 30 days of delivery.
- Include your order number, item name, reason for return or exchange, and photos if the item is damaged, defective, or incorrect.
- Wait for return instructions and authorization before sending items back.
- Ship the item using a trackable method and keep your receipt until processed.
Damaged, Defective, or Incorrect Items
Please inspect your order when it arrives. If you receive a damaged, defective, or incorrect item, contact us within 7 days of delivery with clear photos of the item, packaging, and shipping label. If confirmed, we may offer a replacement, exchange, refund, store credit, or another appropriate solution. LumaLuck will cover reasonable return or replacement shipping costs where a return is required.
For custom bracelets, this also includes cases where the item arrives materially different from the confirmed customization details in your order, such as the wrong stone, wrong charm, wrong engraving, or a sizing error caused by LumaLuck. If a sizing issue is caused by our production error, we will resize or replace the bracelet at no cost. If the wrist size or measurement was submitted incorrectly by the customer, the item is not eligible for refund, but we may offer a paid resizing service when available.