FAQ

How can i make a return?

We allow up to 30 days from date of delivery to request a return. After this time period We will not accept a return unless an error has been made on our behalf. Returns postage is paid for by the customer.

Please make sure you have the order number/slip in your return package. You can get this from your order confirmation email.

We offer refunds on all full price items. Any items purchased in sale or with a promotional code will be refunded via store credit via a code or a gift card* *This does not include unique discount codes issued by our customer service team.
We do not accept returns for customised products, earrings or solid gold earrings.

As soon as a return is received you will get an email and we will automatically process the refund or replacement. We do not refund the shipping cost you paid. Please note, all items must be in original packaged condition in order for us to accept your return.

I haven't recieved my refund?

Depending on the service & country you're returning your item(s), it can usually take up to 10 working days (excluding weekends & public holidays) to be delivered and processed by our returns team.

Can I cancel my order?

We work hard to process your order quickly and efficiently to get your purchases out for delivery as soon as possible, cancelation of an order may be possible if you contact us via email at support@luxsyjewels.com before 3.30pm on the same day.

If cancelation is no longer possible, unwanted items would need to be returned per our returns policy.

My Luxsy jewellery has arrived and is damaged/faulty. What should I do?

We politely request that faulty or damaged items are returned to us immediately to do further checks on the item. You can start a return process by following our return procedure.

Do I pay custom fees?

International - Taxes and duties are not included in the checkout total. We produce and ship most of our parcels straight from the UK. Any duties and taxes owed on orders shipped direct from our factory will be billed directly to customers by the carrier.

USA - There are no taxes or duties payable if your order is under 800USD*. Taxes are payable on orders over 800USD only.

EU - Please be aware that your local VAT tax rate will apply on all parcels over 22EUR*. Duties are payable over 150EUR*. These taxes and duties are not included in the checkout total

Canada - Taxes are payable on orders over 22CAD*

U.K - You will not need to pay VAT or duties.

*For all other countries and for more information please visit http://go.borderlinx.com/tax-and-duty-de-minimis/