1. Dispute and Resolution Window
We value our customers’ trust and aim to settle all order inquiries efficiently. If you experience an issue with your order (e.g., damaged items, incorrect items received, or packages missing in transit), you can initiate an inspection request by contacting our support desk. We promise a dedicated review window and will respond or resolve your order dispute within 24 to 72 hours.
2. Return Instructions & Shipping Address
Please do not return packages to the sender address printed on your shipping label. Because we utilize an automated global logistics network, return packages sent directly to fulfillment warehouses cannot be tracked or processed. To initiate a return, you must contact our helpdesk at support@luxiajewelry.online. Our team will provide you with an authorized return destination address based on your region.
3. Return and Refund Eligibility
- Items can be returned or exchanged within 14 days of delivery if they arrive broken or vastly different from the product description.
- If your product arrives damaged or incorrect, you must provide photographic proof to our dispute desk within 7 days of delivery to claim a 100% free replacement or a full refund.
- Due to the lengthy transit times inherent to international delivery, refunds for “items in transit” will not be processed until our maximum standard delivery window of 45 days has expired.
4. Change of Mind or Buyer Error
If you wish to return an item due to a change of heart, or because you ordered the incorrect size/color, the item must be unopened and in its original packaging. In these specific cases:
- The customer is responsible for paying all international return shipping costs to our designated facility.
- A 20% restocking and processing fee will be deducted from your final refund amount to cover international merchant handling fees.
5. Refund Turnaround Time
Once a refund is formally approved by our review team, the funds will be reversed back to your original payment method. The refund turnaround processing time typically takes 7 to 10 business days to reflect in your bank account, depending entirely on your banking institution’s compliance rules.
