How to make a request
How do I request an exchange or refund?
Submit your request through our official channels, including your full name, order number, purchase date, reason, and photos of the item if necessary.
Receive instructions with the authorized address and procedure. Do not send the jewelry before receiving them.
Prepare the package with protective packaging and a note with your name and order number.
Inspection: Upon receiving the jewelry, we verify its condition and status according to the type of request.
Resolution: We handle the exchange, repair, credit balance or refund, as appropriate.
We inform you of the processing times, and refunds are made within the legal deadlines.
How do I claim a warranty?
Contact us via WhatsApp or email with your order number, a description of what happened, and photos or videos of the item.
Preliminary assessment: We reviewed the information and will advise you on the next steps. This review is not a final approval.
Workshop review: if necessary, we will explain how to send the jewelry for technical evaluation.
Answer: We aim to respond within 10 business days of receiving your jewelry. This is an evaluation period and does not include the time required for any repairs, nor does it replace legal deadlines.
Result: We will inform you of the diagnosis and the solution.
What happens if the damage is not covered by the warranty?
When technically feasible, we can offer a repair for a fee. Before proceeding, we'll send you the diagnosis and a quote for your approval. If you decline, we'll arrange for the part to be returned without any further work.
Who pays for shipping on a warranty claim?
It is assumed according to the law. When the guarantee applies., LU JEWELRY covers the costs that legally correspond to him.
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