Returns and Cancellations
All orders made through this online store are considered custom orders, made as requested by “Client” (you).
Please read carefully before making your purchase. All orders made through this online store are considered custom orders, made as requested by the client (you), and we are not required to provide a refund if you have changed your mind about a particular purchase for any reason. Each piece of jewelry can take several weeks to create from start to finish, all depending on how you customized your order. Since items sold on our store are uniquely designed to your individual specifications, these pieces normally can not be sold to other clients if returned, therefore, 24 hours after you place your order SALES ARE FINAL. So it is imperative that you get to ensure that all details contained in your order are correct before being production begins. Make sure that the size selected and spellings for engraved items are correct as well as the color, dimensions and any other details regarding your order. Customers are allowed a one time cancellation. Any sales thereafter are final. Cancellations are subject to a 10% processing fee.
At Luxe Gemmes, your 100% satisfaction is our number one priority, and we strive to provide you with an exceptional experience, and the most beautiful fine jewelry that will last you a lifetime.
Our Return Policy:
If your order is received with manufacturing defect, you may return the unused item in its original condition within 30 days. Items may not be returned for any other reason.
- All items must be returned in their original condition, without scratches or signs of wear, and must not be resized or altered in any way.
- Products that have been worn, damaged or altered are not refundable, and will be returned to the customer at their expense.
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The following items are considered Final Sale and returns are not accepted: Personalized and engraved jewelry, discounted items and custom created orders.
- Free gifts that were included in the purchase must also be returned. If the free gift has already been shipped to a purchaser who wishes to make a return, then the purchaser must either ship the free gift back to Luxe Gemmes, or the retail value of the free gift will be deducted from the return credit.
- Moissianite and other items that included a Moissanite Certificate must be returned with the original Certificate. If the certificate is not included we must deduct $300 per certificate, from the amount being refunded.
- Engraved items are non-refundable
- Design your own engagement rings, pendants, and earrings can be exchanged for the same or higher value items. However, they cannot be exchanged for loose diamonds.
- Custom made orders are not refundable, and non-cancellable
- Contoured wedding bands are not returnable. If you are unsure if a contoured wedding band will match your ring please ask us for assistance or for a refundable sample ring to be shipped to you.
- Clearance items and items purchased with a discount are not refundable
- Packages must be received at our office within 30 days of the original shipment.
- Gift Cards are not returnable.
- The deposit made on layaway orders is not refundable.
- Although we do offer free shipping, we do incur the cost of shipping for every order. Therefore, we do not refund our shipping cost.
The Return Process:
Our simple return policy makes it very easy to return an item. Simply follow the instructions below:
- Return Authorization Number (RAN): email us at LuxeGemmes@gmail.com. We will give you an RAN number and Return Address. Write the RAN number in the original invoice that we have sent you. Returns will not be accepted without this number. We will give you an RAN number.
- Package Your Return: Safely package the item you are returning, and include all original packaging, the invoice, and collateral material. For security reasons do not write jewelry on the box. Return shipping costs are paid by the customer.
- Insure your Package: Insuring your package is extremely important. Please also make sure to get a tracking confirmation for your order.
- Refund: Upon receiving the package, our quality assurance team will review the item. Upon their approval we will issue a refund within 7 business days in the original payment method, except for wire transfers, which will be refunded with a company check.
Please follow the return instructions exactly as specified to prevent failure of refunding your order. We will refuse receipt of improperly packaged and/or uninsured packages. We will not be responsible for losses or damages during shipment.
Orders can only be canceled 24 hours after placing the order free of charge. After 24 hours, orders can not be cancelled. Email us at suport@luxegemmes.com to cancel your order
Please allow 2-3 weeks from the return shipped date for us to receive and process. If allowed, your Luxe Gemmes account will be credited with the determined amount.