Refund policy

Last updated: 10 May 2026 

At Luxus Love Jewellery, your satisfaction is our priority. If you are not completely happy with your purchase, we are here to help. Please read our policy below carefully.

1. Return Window

We offer a 30-day return policy. You have 30 calendar days from the date you receive your item to request a return.

2. Eligibility for Return

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

  • Unused and in the same condition you received it

  • In its original packaging with all tags and protective materials

  • Accompanied by proof of purchase (order number or receipt)

3. How to Start a Return

To initiate a return, please email us at info@luxuslove-jewellery.com with your order number and the reason for the return. Once your request is approved, we will send you the return address and full instructions.

Items sent back to us without first requesting a return will not be accepted.

Return Address: 1603 Capitol Ave Ste 413, Cheyenne, WY 82001, United States

4. Return Shipping Costs

Defective, damaged, or incorrect items:
We cover the full cost of return shipping. Where prepaid return labels are available for your country, we will provide one; otherwise, we will reimburse your return postage upon receipt of proof of payment.

Change of mind / customer remorse: The customer is responsible for the actual cost of return shipping. 

Restocking fee: None. We do not charge a restocking fee under any circumstances. 

5. Damaged or Defective Items

Please inspect your order on arrival and contact us within 7 days of delivery if your item is defective, damaged, or incorrect. Include clear photos of the issue and your order number. We will arrange a free replacement or a full refund, including original shipping costs.

6. Non-Returnable Items

Most of our gift sets — including our standard message-card necklaces and bracelets — are returnable under this policy. Only the following items cannot be returned or refunded: 

  • Pierced earrings (unless faulty on arrival)

  • Custom, personalised, or engraved jewellery

  • Gift cards

  • Items marked "Final Sale" or "Clearance"

7. Refunds

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

If approved, your refund will be issued to your original payment method within 5–10 business days. Please note that your bank or card issuer may take additional time to post the funds to your account.

If more than 15 business days have passed since we approved your return and you have not received your refund, please contact us at info@luxuslove-jewellery.com.

8. Exchanges

The fastest way to exchange an item is to return the original under this policy and place a new order for the replacement item.

9. Order Cancellations

You may cancel your order free of charge within 24 hours of placing it by emailing info@luxuslove-jewellery.com with your order number. After 24 hours, or once the order has been shipped, the order can no longer be cancelled — but you may still return the item under this policy after delivery.

10. Lost, Stolen, or Missing-in-Transit Packages

If tracking shows your package as delivered but you have not received it, please contact us within 7 days so we can investigate with the carrier. We also recommend reporting the issue to your local authorities if theft is suspected.

If a package shows no tracking movement for more than 30 days from dispatch, we will consider it lost in transit and will resend or refund your order at our discretion.

11. Late Deliveries

We are not responsible for shipping delays caused by carriers, customs clearance, peak holiday seasons, weather events, or other circumstances outside our control. If your package has not arrived 45 days after dispatch, please contact us and we will work with you to resolve the issue, including a full refund where appropriate.

12. EU and UK Customers — Statutory Cooling-Off Period

Customers in the European Union and the United Kingdom have a statutory right to cancel their order within 14 days of receiving the goods, without giving a reason. This right is in addition to the rights set out in this policy. Goods must be returned in their original, unused condition. Refunds for statutory cancellations will be processed within 14 days of us receiving the returned item.

13. Currency

All refunds are issued in the currency in which the original payment was made (USD, GBP, EUR, AUD, or CAD as applicable at checkout). Exchange rate fluctuations between the time of purchase and the time of refund are the responsibility of the customer's bank or card issuer.

14. Contact Us

For any questions about returns, refunds, or your order, please contact us:

Company: LUXUS LOVE LLC

EIN: 30-1445945

Address: 1603 Capitol Ave Ste 413, Cheyenne, WY 82001, United States

Phone: +1 (970) 516-2931

Email: info@luxuslove-jewellery.com

Working Hours: Monday – Friday, 8 am – 5 pm (MT)