CUSTOMER SERVICE

 

COMMITMENTS OF THE ONLINE SHOP WWW.LUMA-JEWELS.COM

- Quality items manufactured in France
- Money back guarantee
- An easy to use website
- Secure Payment by Credit Card
- Packaging Quality
- Customer service with your listening

CARE INSTRUCTIONS

The LUMA jewels are designed and manufactured in handicraft workshops in France.

Hand-assembled in small batches, our jewels may present irregularities due to this mode of production and use of natural materials.

Each LUMA jewel produced by our artisans has been controlled at each stage of the production, guaranteeing its quality.

Nevertheless, the choice of delicacy in terms of creation and the fragility of some materials may induce a slight weakness.

Thus, in order to preserve the lifetime of your LUMA jewel, we recommend that you:

  • keep your jewel dry in its velvet pouch
  • avoid prolonged contact with water
  • avoid contact with perfume or cosmetics
  • do not use cleaners or solvents
  • do not wear your jewel when you engage in physical activity
  • do not keep your jewel while sleeping
  • give your LUMA jewel all the LOVE it deserves

 

SHIPPING AND DELIVERY

The preparation of your order is made with the utmost care and will be shipped as soon as possible. Once your order is validated, your LUMA jewel will be packed in a lovely velvet pouch, with the invoice and shipped in a package that guarantees the optimal protection during transport.

Shipment will be made within 48 working hours (Monday to Friday, excluding holidays).

We chose to send our items mainly via “La Poste, Colissimo” (French service) with delivery against signature, to provide you with quality services, and ensure that you will receive the package in person.

Delivery times advertised on the website are those given for information by “La poste, Colissimo”:
- France, Corsica and Monaco: 48 hours
- International: 4-8 days

The package delivered by “Colissimo” is delivered to the shipping address provided on your order. It is important to be specific about your delivery address. Delivery is made from Monday through Saturday. In case of absence, the mailman will leave you a calling card telling you the coordinates of the post office where the package can be removed. Then you usually have 15 consecutive days to get it.

You can track your order by logging in to the website www.laposte.fr / Colissimo with the tracking number that will be sent to you by email.  

You also have the option to receive your package in France via “La poste, en lettre max”, or by “Chronopost” for express shipment:

  • “Lettre max”: this type of transmission is possible only for objects not exceeding 2cm thick and a maximum of 100 € (Time: D+1 for guidance)
  • "Chronopost”: express delivery within 24 hours, Monday through Friday except holidays.
 

You can track your order by logging in to the website:

http://www.chronopost.fr/transport-express/livraison-colis/suivi  

In mainland France, the delivery is offered for orders over 200€.

Below 200€, shipping costs will be 8,50€ in France, 16€ within the European Union, 18 € for overseas destinations, and 25€ for the rest of the world.

Contact us by email at info@luma-jewels.com if you need further informations.

RETURN AND EXCHANGE

Are you not completely satisfied with your purchase? No problem!
You have a withdrawal period of seven days from the date of the receipt of your purchase to send it back to us.

We ask you, before any return or exchange request, and in order to ensure the best treatment, to inform us of your request via your LUMA account. To do this you simply need to log in to your account / History and Order Details. Select the order and follow the instructions.

You have questions? Do not hesitate to contact us by email at the following address: info@luma-jewels.com

We will then confirm the details of the procedure to return or exchange (if the item is available).

However, Luma-jewels.com will not accept the exchange and the refund of the product if all the following conditions are not met:

  • The client must inform the seller of his intention to return the product within the time limits,
  • The Product must be returned in new condition, without having been worn or used,
  • The product must be returned in its original packaging with a copy of the invoice.
 

At reception and subject to these conditions of return, we will refund the product by crediting your bank account between 1 and up to 30 days after receiving the package at our office, excluding original shipping.

If these conditions were not met, then we would be unable to return or exchange the item, and this one will be returned at your expense.

What if I received a non-compliant product? Despite the care taken in the preparation of our orders, it may be possible that a product is missing from it, or an error has occurred during preparation. If you find such an error, please notify us by email at the following address no later than 48 hours after receipt of the order. The cost of returning the product will be entirely at our expenses. Subject to stock availability, we will reship the jewel taking in charge the shipping cost.

My package is damaged and it has obviously been damaged during transport (package showing opening and/or deterioration traces), do not accept it! It is imperative to refuse the delivery. Indeed packages leaving our offices are always flawless, and it will be delivered to you in this state. We therefore strongly recommend that you check the content of your package in the post office or with the mailman, and report any reservation in case of a missing or damaged item.

For any questions about a return or exchange contact us by email at the following address: info@luma-jewels.com