Last Updated: 13-11-2024
At lumera, we want you to love every piece of jewelry you purchase from us. If for any reason you're not fully satisfied with your order, we offer an exchange option for eligible items. Please read the guidelines below for making an exchange request.
How to Request an Exchange
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Check Eligibility
To be eligible for an exchange, the following conditions must be met:- Your exchange request must be made within 7 days of receiving your order.
- The item must be in new, unused condition, with all original tags, packaging, and labels intact.
- Jewelry must not be worn, altered, or damaged.
- Custom or personalized items, final sale items, or earrings (for hygiene reasons) cannot be exchanged unless defective or damaged.
Step-by-Step Exchange Process
Step 1: Contact Us
To initiate your exchange, please contact our Customer Service team at caratlan.in@gmail.com or use the form below. Provide the following information:
- Your order number
- The item(s) you wish to exchange
- The reason for the exchange (e.g., size, style, etc.)
- Your preferred item for the exchange (if applicable)
Step 2: Receive Exchange Authorization
Once we’ve reviewed your request, we’ll send you an Exchange Authorization Number (if applicable) along with return instructions. This ensures that your exchange is processed smoothly and efficiently.
Step 3: Return the Item
Carefully package the item in its original packaging (if available) or use a secure box to prevent damage during shipping. You will be responsible for return shipping fees, unless the exchange is due to an error on our part (e.g., receiving a damaged or incorrect item).
Step 4: Ship the Item Back
Send your exchange item to the address provided in your exchange authorization email. Be sure to use a trackable shipping service to ensure that your return reaches us safely. We recommend purchasing shipping insurance for high-value items.
What Happens After You Return the Item
Once we receive your returned item, we’ll inspect it to ensure that it meets our exchange criteria. If the item is approved for exchange:
- We will send you a replacement item (if available).
- If the item you want in exchange is out of stock or unavailable, we will contact you to discuss other options, such as store credit or a refund.
If your item is not eligible for exchange due to wear, damage, or missing packaging, we will notify you, and the item will be returned to you.
Exchange Shipping Costs
- Customer Responsibility: You are responsible for covering the cost of return shipping unless the exchange is due to a defect or error on our part.
- lumera Responsibility: If your exchange is due to a damaged, defective, or incorrect item, we will cover the return shipping cost. We will provide you with a pre-paid return label or a refund for the return shipping.
Can I Exchange for a Different Item or Size?
Yes! If you’re exchanging for a different size, color, or style, simply specify your preferred exchange item when you contact us. If your preferred item is unavailable, we’ll offer you alternative options or store credit.
Exchanges for Defective or Incorrect Items
If you received a damaged or incorrect item, we sincerely apologize for the inconvenience. Please contact us immediately at caratlan.in@gmail.com with:
- A description of the issue
- Photos of the damaged or incorrect item
- Photos of the packaging (if applicable)
Once we confirm the error, we will offer you a full exchange (at no extra cost to you), or we may issue a refund if you prefer.
Exchange FAQs
How long does the exchange process take?
Once we receive your returned item, the exchange process typically takes 7 business days. We’ll notify you once your new item has been shipped.
Can I exchange sale or clearance items?
Items purchased during sales or promotions are eligible for exchange if they meet our return and exchange criteria. However, some special promotions or clearance sales may be final sale, in which case exchanges are not allowed. Please refer to the product description or our Terms & Conditions for details.
Can I exchange my item for a different style or color?
Yes, as long as the item is in its original condition and you are within the exchange period. We can help you select the right size, style, or color depending on availability.
Can I get a refund instead of an exchange?
If you prefer a refund rather than an exchange, please refer to our Return Policy for more information. Generally, we offer exchanges rather than refunds unless the item is damaged, defective, or incorrect.
Contact Us
If you have any questions or need assistance with your exchange request, please don’t hesitate to contact our Customer Service team:
- Email:lumerajewels.in@gmail.com
- Live Chat: Available on our website