Shipping & Returns

How much does shipping cost?

All our orders are delivered through the letterbox, so you don't have to stay home to receive your package.

Rates:

  • Netherlands: Letterbox package with Track & Trace – €3.99
  • Belgium: Letterbox package with Track & Trace – €3.99
  • Rest of Europe: Letterbox package with Track & Trace – €3.99
  • Free shipping on orders over €40!

How long does shipping take?

  • Netherlands: Ordered Sunday to Friday before 11:00 PM, delivered tomorrow (free shipping over €40)
  • Belgium: Ordered Monday to Thursday before 8:30 PM, delivered the next working day. (free shipping over €40)
  • Within Europe: Ordered Monday to Friday before 5:00 PM, delivered within 1-3 working days. (free shipping over €40)

Please note that in November and December the shipping time may be slightly longer due to the busy period with our shipping partners.

Returns and exchanges

Orders can be exchanged within 30 days or returned within 14 days (unbroken labels, unworn).

 

Exchange

⭐ Most chosen – Option 1: Fast exchange service

€9.95 per ring, including free shipping*

Want to receive the correct size quickly? With our fast exchange service, we will immediately send you a new ring (same color) in the correct size.

  • You will receive the new ring without having to return the old one
  • You can keep the original ring (perfect as a spare or to give as a gift)
  • Faster and easier than returning

This service is designed to get you the correct size as quickly as possible, hassle-free.

Here's how it works

Contact us via the contact form at the bottom of this page or email to info@luminora.nl

Mention in your message:

  • Subject: Exchange - Option 1
  • Order number: #XXXXX
  • Ring name + desired size

We respond within 24 hours on business days and usually ship your new ring the same day.

Note: this option is available for both worn and unworn rings.

*A fee of €14.95 applies for the Gemini Ring.

Option 2 – Return and exchange

You can also choose to return the ring and then receive the correct size.

Fill out the contact form at the bottom of this page or email us at info@luminora.nl

Mention in your message:

  • Subject: Exchange Option 2
  • Order number: #XXXXX
  • Ring name + desired size

Return costs are at your own expense. You must create the return label yourself via a carrier of your choice (such as DHL, PostNL, or another service).

Once we have received and processed the ring, we will send you the correct size.

Important

  • The ring must be unworn.
  • All labels and original packaging must be intact.
  • Exchange requests can be submitted within 30 days after receipt of your order.

Our return policy for partially returning discount promotions:

In 2+2, 2+1 & 1+1 deals, the discount is void if one of the items is returned.

Our return policy for earrings:

For hygienic reasons, earrings can only be returned if they are unopened and still in the sealed packaging.

Our return policy for the breathing necklace

For hygienic reasons, the Breathe Necklace can only be returned if it is still unopened and in the sealed packaging.

take time before the refund is visible in your bank account.

What is the return policy?

RETURN PERIOD: We have a return period of 14 days during which the customer can return their package without stating a reason. This 14 days begins when the package is received. Please note that the return shipment must be sent back to us within these 14 days.

In the case of an exchange, the original reflection period remains in effect. This means that no new 14-day reflection period starts upon receipt of a replacement product.

Additionally, the following applies:

  • The first return or exchange per order is free of charge (excluding any return shipping costs).
  • For multiple returns or exchanges within the same order, we reserve the right to charge €5 processing fees for each additional request.

These costs will be deducted from the amount to be refunded or the new shipment.

RETURN CONDITIONS: All items must be in unworn condition, suitable for resale, with any labels still attached to the item, returned to us. Shipping costs are non-refundable.

Please note:
Returns will only be processed after prior registration and approval by our customer service.

Upon approval, you will receive the correct return address and further instructions. The return address may differ from the shipping address listed on your package.

Returns sent without notification, without approval, or to an incorrect addresscannot be processed. Any costs or delays resulting from this are the sender's responsibility.

We are not responsible for any customs fees (import duties or taxes) on return shipments. The customer is responsible for all costs and charges associated with returning an order.

The return shipment is at the customer's own responsibility and risk. Keep the shipping receipt with tracking well until the return shipment is received and processed by us. Unfortunately, we cannot take responsibility for lost return shipments without a shipping receipt.

Would you like to return an order? Please contact us via info@luminora.nl. Please include your order number so we can assist you quickly.

WHAT ARE MY REFUND OPTIONS?

Gift card + €5 extra
Choose a gift card and receive the full purchase amount, plus a €5 bonus. This is the fastest option: as soon as your return shipment is received and checked, you will receive the gift card directly by email.
The gift card can be found in your inbox immediately after processing and can be used for any future order.

Refund via original payment method
Would you prefer to have the amount refunded via your original payment method? That’s possible! Once your return is processed, you will receive a confirmation by email. Please note that it may take up to 10 working days for the amount to be visible in your account.

Important:
Any gifts received with the order must also be returned. If these are not included, the original sale price of the gift will be deducted from the amount to be refunded.

Rejected or uncollected orders
When an order is refused upon delivery or not picked up at a parcel point and is automatically returned to us, we consider this a return shipment. In that case, we charge a€5 return fee deducted from the amount to be refunded.

Incorrect packaging on return
When a product is returned without the original packaging (the correct bag with barcode and all received jewelry boxes), we charge €5,- re-packaging costs per incorrect or missing item. This amount will be automatically deducted from the amount to be refunded.

RETURN PROCESSING TIME: If you indicate that you want to exchange a product when registering your return, we will start working on it immediately. This way, we can ensure that your exchange is completed within a few days.

We do our best to process returns as quickly as possible. After we have received your return in our warehouse, we will process it within 10 working days. On your tracking information that you receive with your return shipment, you can see when the package has arrived in our warehouse. From that moment, the 10 working days begin. After the refund has been made, you will receive a notification. Please note that it may take up to 10 days for the refund to be visible in your bank account.

RETURN FAQ

  • What can I do if my exchange product is no longer available?

Ask our customer service team about the options. We will give you an update on when we expect to be able to deliver the product. If you have already created your return and the product is sold out, we will contact you and work together to find a solution.

  • Where can I find my order number to register my return?

You can find your order number in the confirmation email you received after placing your order. This is a five-digit code (#XXXXX). If you did not receive this email correctly, our customer service will be happy to assist you.

  • What should I do if a product is delivered defective or damaged?

Unfortunately, it sometimes happens that a product gets damaged during shipping or production. Of course, we are happy to resolve this with you. Send a message to info@luminora.nl with a photo of the complaint. Our customer service will work with you as soon as possible to find a solution.

  • What should I do if I want to return my order outside the return period?

Don't forget to deliver your return within 14 days before the return period expires. In the unlikely event that this is not possible, we offer you the option to exchange the product for a replacement product or a voucher. Ask our customer service team about the options. 

Send an email to info@luminora.nl with the order number to start your return shipment.