FAQ'S

General

Are you using solid metal for all jewellery and will it be a hallmarked stamp?

Yes, we only work with solid metals, such as real gold (white, yellow, and rose), 925 silver. Every piece of jewellery comes with a metal purity stamp, which is a hallmark stamp. We do not work with plated materials or any low-quality materials. We use only the highest quality materials.

Is all jewellery conflict-free and ethical?

Yes, all our jewellery is conflict-freed and ethical. We use lab-grown diamonds, which are created in controlled environments without the harmful mining practices associated with traditional diamonds. This means that our diamonds are never sourced from conflict zones or involved in human rights abuses.

Do you offer wholesale services?

Yes, Lustraa Luxe offers exclusive wholesale opportunities for select jewelry collections. If you’re interested in collaborating or exploring our wholesale range, please contact us at info@lustraaluxe.com to receive our latest wholesale catalogue and detailed information. Our team will be delighted to assist you with customization options, order timelines, and partnership details.

Is your website safe to shop on?

Absolutely. We use secure SSL encryption and trusted payment gateways to protect your personal and payment information. For more details, please visit our Privacy Policy page.

How can I contact Lustraa Luxe for more questions?

Our support team is available 24/7 via WhatsApp at +91 93132 52500, as well as through email at info.lustraaluxe@gmail.com. You can also reach us via the live chat feature on our website for instant assistance.

Product

Are your products ready to ship?

All of our items are made after your order is placed. The standard crafting period is 7–9 business days, depending on the complexity of the design. Please refer to our Shipping Policy for detailed delivery timelines.

How did you choose the diamond for the jewellery?

Every diamond will be hand-picked by our experts, who handcraft it with maximum sparkle and fire, ensuring a 100% guarantee of quality.

Can I get a jewelry certificate with my order?

Yes! At Lustraa Luxe, we offer certification options to ensure transparency, authenticity, and trust in every piece you purchase.

Every order includes a free Lustraa Luxe Jewelry Authenticity Certificate, which comes with your package and verifies the materials and craftsmanship of your jewelry.

If you prefer a gemological certification from a recognized authority such as IGI or GIA, this service is available for an additional charge. The gemological certificate provides a detailed grading report that includes the gemstone’s weight, shape, color, clarity, cut, proportions, and measurements.

Please note that gemological certifications (IGI or GIA) require 2 additional business days for processing. If you would like to include one with your order, kindly inform us at the time of purchase so we can arrange it accordingly.

Customization

Do you offer custom jewelry design services? 

Yes! At Lustraa Luxe, we specialize in custom-made jewelry designed exclusively for you. Whether you have an idea in mind, a reference image, or a lost design you wish to recreate — our expert designers will bring your vision to life with precision and artistry.

Is there a charge for custom designing?

At Lustraa Luxe, we are delighted to offer free design and engraving services for your custom jewelry. However, before we begin creating your design sketch or CAD (Computer-Aided Design) preview, a $50 design deposit is required. 

This deposit covers the time and expertise of our professional designers and confirms your commitment to proceed with the order. Once you confirm your custom order, the $50 deposit will be fully adjusted toward your final purchase amount.

How does the custom jewelry process work?

Our process is simple and transparent:

1. Share Your Idea – Send us your concept, reference image, or inspiration
2. Design & Visualization – Our designer creates a sketch or CAD model based on your idea.
3. Customer Approval – You’ll receive a rendered design with measurements for approval before production begins.
4. Production & Crafting – Once approved, we begin the crafting process using 14K or 18K gold and lab-grown or moissanite diamonds.
5. Final Inspection & Delivery – After completion, we show you the finished piece before dispatching it securely to your doorstep.

Our complete customization process is available step by step in the “Customization” section of our store. You can easily follow each stage — from sharing your idea to receiving your finished piece.

Can I create jewelry to match my engagement ring or existing pieces?

Yes, we can customize or modify designs to perfectly stack or complement your engagement ring, solitaire, or other existing jewelry — ensuring a seamless and
elegant fit.

How long does it take to make a custom piece?
The crafting time for custom orders usually ranges between, depending on the complexity of the design. We’ll keep you updated throughout each stage — from design approval to dispatch.

Can I cancel my custom order after confirmation?
Once your design is approved and production begins, custom orders cannot be canceled, returned, or refunded, as each piece is made exclusively for you. Please review the final design carefully before giving approval.

Do you accept returns or exchanges for custom-made jewelry?

Unfortunately, custom or personalized jewelry cannot be returned or exchanged unless there is a quality or manufacturing defect. Each piece is made uniquely for you, following your approved design.

Can I engrave something personal on my jewelry?
Yes! We offer complimentary engraving services. Whether it’s initials, a date, or a meaningful phrase, we can inscribe it with precision. Engraving adds a beautiful personal touch to your custom piece.

Important Note:
All custom-made jewelry is crafted exclusively to your approved specifications. Therefore, these items are non-refundable and non-returnable unless they arrive damaged or defective. Please ensure you review the final design thoroughly before confirming your order.

Return and exchange

What is Lustraa Luxe’s return policy?

At Lustraa Luxe, your satisfaction is our priority. You may request a return within 7 days of receiving your order. Items must be in their original condition with all paperwork, certifications, packaging, and tags intact. Returns are not accepted for damages caused by natural calamities, or customer mishandling. Certain items, including custom orders, engraved products, full eternity or twisted rings, and rings smaller than US size 3 or larger than US size 9, are non-returnable. A 30% restocking fee applies to items without quality issues. Customers are responsible for return shipping and any customs or handling fees.

Can I exchange my item instead of returning it?
Yes. Each item is eligible for one exchange only and must be requested within 7 days of delivery. Exchanges allow you to choose a product of equal or higher value. Items that have been exchanged cannot be returned again. A 20% restocking fee applies to exchanged items without quality issues.

Can I get a credit note instead of an exchange?
Yes. Lustraa Luxe offers a credit note reflecting the value of your original item minus any applicable restocking fees. The credit note is valid for 45 days and can be applied to any future purchase. Simply enter the unique code provided during checkout when making your next order. For assistance, contact info@lustraaluxe.com.

Are there special considerations for earrings?
Due to hygiene and health concerns, Lustraa Luxe does not accept returns or exchanges for earrings related to allergies, sensitivities, or personal health issues. Customers are advised to confirm they are not allergic to the metals or materials used before purchasing.

Do I need to contact Lustraa Luxe before returning or exchanging an item?
Yes. To ensure a smooth and efficient process, customers must contact us first at info@lustraaluxe.com before initiating any return or exchange. This allows us to provide guidance, confirm eligibility, and ensure your request is handled correctly.

Warranty

Does Lustraa Luxe offer a warranty on its jewelry?

Yes, at Lustraa Luxe, we proudly offer a 365 days warranty on all our pieces as a testament to our commitment to exceptional craftsmanship and enduring quality. This warranty ensures that your jewelry continues to shine and stay secure for years to come.

What does the Lustraa Luxe warranty cover?

Our warranty reflects our commitment to the lasting quality and craftsmanship of every piece. It includes professional stone tightening to ensure that diamonds and gemstones remain secure, prong and setting repairs to preserve the structure and beauty of your jewelry, and ongoing care and polishing services to maintain its long-term brilliance and elegance. This comprehensive coverage is designed to help your jewelry look as stunning as the day you received it, for years to come.

Is resizing included under the warranty?

Yes. We offer one free resizing service within one year of purchase to ensure a perfect fit. However, please note that full eternity bands cannot be resized due to their continuous design. If resizing is requested after one year, a reasonable resizing fee will apply.

What is not covered under the warranty?

Our warranty does not cover:

Replacement of broken, lost, or damaged gemstones, pearls, diamonds, or lab-created
stones.

Alterations or repairs performed by another jeweler, which will void the warranty.

Damage caused by misuse, accidents, or lack of proper care.

The buyer is responsible for shipping costs to and from our studio, as well as any
expenses related to stone replacement.

How can I use my warranty service?
Simply contact us at info@lustraaluxe.com with details and photos of your jewelry issue. Our care team will guide you through the next steps, including shipping instructions and repair evaluation.

Payment

Do you offer layaway or payment plans?

Yes! At Lustraa Luxe, we offer flexible layaway and payment plans to make your purchase more convenient. You can pay in 2–6 monthly installments over a period of 2–6 months, depending on your preference.

How does the layaway plan work?
● The first installment includes the shipping cost.
● Production or resizing of your jewelry begins once we receive the first
payment.
● Your jewelry will be shipped after full payment is received.
● If you decide to cancel your layaway, a 10% cancellation fee applies.

What are your payment plan options?

We can begin your custom jewelry order with a 50% deposit of the total amount. Once your piece is completed (within 2–3 weeks), we’ll send you final product photos, request the remaining payment, and ship your order immediately after full payment is received.

How can I set up a layaway or payment plan?
Simply send us a message or email at info@lustraaluxe.com, and our team will help you set up a personalized layaway schedule that fits your needs.