Returns & Refunds Policy

Last updated: 28 May 2026

At Lumiovelle, we want every customer to feel confident when shopping with us. If you are not completely satisfied with your purchase, please read our returns and refunds policy below.

This policy applies to purchases made through our official website.

1. Your Right to Cancel

If you are a customer in the United Kingdom, you have the legal right to cancel your order within 14 days from the day you, or someone nominated by you, receives the goods.

You do not need to give a reason for cancelling your order.

To exercise your right to cancel, please contact us at:

Email: support@lumiovelle.com

Please include the following information in your email:

• Your full name
• Your order number
• The email address used to place the order
• A clear statement that you wish to cancel your order or return an item

2. Return Period

Once you have informed us that you wish to cancel your order or return an item, you have a further 14 days to send the item back to us.

Please do not return any item before contacting us first. Our customer support team will provide you with the correct return instructions and return address.

3. Return Conditions

To be eligible for a return, the item must be:

• Unused, unworn and in the same condition that you received it
• Returned in its original packaging, including any boxes, pouches, cards or tags
• Free from damage, scratches, marks, perfume, cosmetics or signs of wear
• Accompanied by proof of purchase, such as your order confirmation or receipt

You may handle the item in the same way you would in a physical store to inspect it. However, we may reduce the refund amount if the item has been used, damaged or handled beyond what is necessary to check its nature, characteristics and fit.

4. Items That Cannot Be Returned

For hygiene and safety reasons, some items may not be eligible for return unless they are faulty, damaged or not as described.

Non-returnable items may include:

• Personalised, engraved or custom-made items
• Earrings or other pierced jewellery where the hygiene seal or protective packaging has been opened or removed
• Items that have been worn, used, damaged or altered after delivery
• Gift cards, if offered

This does not affect your statutory rights if an item is faulty, damaged or not as described.

5. Faulty, Damaged or Incorrect Items

Please inspect your order as soon as it arrives.

If your item is faulty, damaged or you received the wrong item, please contact us as soon as possible at:

Email: support@lumiovelle.com

Please include:

• Your order number
• A clear description of the issue
• Photos or videos showing the fault, damage or incorrect item
• A photo of the packaging, if the parcel arrived damaged

If your return is approved due to a faulty, damaged or incorrect item, we will offer a suitable solution, which may include a replacement, repair or refund, depending on the situation and your legal rights.

6. Return Shipping Costs

If you are returning an item because you changed your mind, you will usually be responsible for the return shipping costs.

If the item is faulty, damaged or incorrect, we will provide instructions and, where applicable, cover the reasonable return shipping cost.

We recommend using a tracked shipping service when returning items. Lumiovelle is not responsible for returned parcels that are lost in transit without proof of postage or tracking.

7. Refunds

Once we receive and inspect your returned item, we will notify you by email whether your refund has been approved.

If approved, your refund will be processed to your original payment method within 14 days of receiving the returned item, or within 14 days of receiving proof that you have sent the item back, whichever happens first.

Please note that your bank, card provider or payment provider may take additional time to process and display the refund in your account.

8. Original Delivery Costs

If you cancel your full order within the legal cancellation period, we will refund the standard delivery cost you paid, if applicable.

If you selected a more expensive delivery option, such as express shipping, we are only required to refund the equivalent cost of standard delivery.

Original delivery costs may not be refunded for partial returns, unless required by law.

9. Exchanges

We do not guarantee direct exchanges for all items.

If you would like a different item, size or style, please contact us first. In most cases, the fastest option is to return the original item and place a new order once your return has been approved.

10. Late or Missing Refunds

If you have not received your refund yet, please first check your bank account or payment provider.

Then contact your bank, card provider or payment provider, as processing times can vary.

If you have done this and still have not received your refund, please contact us at:

Email: support@lumiovelle.com

11. How to Start a Return

To start a return, please email us at:

Email: support@lumiovelle.com

Please do not send any items back without contacting us first. Items returned without prior authorisation may not be accepted.

12. Return Address

Our return address will be provided by email once your return request has been approved.

Return Address: [Insert your return address here]

13. Contact Us

If you have any questions about returns, refunds or cancellations, please contact us:

Lumiovelle
Email: support@lumiovelle.com

This policy does not affect your statutory rights.