Refund policy

Return Policy
At Lustraa Luxe, your satisfaction is our highest priority, and we strive to ensure that every piece you receive meets your expectations. If, for any reason, you are not completely satisfied with your item, you may request a return or exchange within 7 days of receiving your order. Upon receiving a returned item, we will carefully inspect it to confirm that it is in its original purchase condition, including all accompanying paperwork, certifications, and original packaging. It is essential that the product tag remains intact, as items with removed tags will be considered used and will not be
eligible for return.

Please note that returns will not be accepted for damages caused by customs clearance processes, natural calamities, or any mishandling by the customer. If the product is free from quality issues, a 30% restocking fee will be applied to the returned item. Certain items are non-returnable and non-exchangeable, including custom or personalized orders, engraved products, full eternity or twisted rings, rings smaller than US size 3 or larger than US size 9, or items returned after the
seven-day period.
Customers are responsible for all return shipping costs, and any customs or handling fees incurred
for packages sent outside of our specified return instructions are not covered by Lustraa Luxe.
Additionally, refusing to release packages from customs may result in extra charges, which are the
responsibility of the customer. Each item may only be exchanged once, and items that have been
exchanged are not eligible for a return.
This policy is designed to ensure fairness while maintaining the quality and integrity of each
unique piece we create. By adhering to these guidelines, we can continue to provide a seamless
and trustworthy shopping experience for all our customers, ensuring that every Lustraa Luxe piece
is delivered as intended, meeting the highest standards of craftsmanship and customer satisfaction.
Exchange Policy
At Lustraa Luxe, we recognize that there may be occasions when an exchange is necessary, and
our goal is to make this process as seamless and transparent as possible. Each item purchased is
eligible for exchange only once, which helps us uphold the high standards of craftsmanship and
quality that define our brand. Exchanges must be requested within 7 days of receiving your order
to ensure timely processing. Once an item has been exchanged, it cannot be returned again, so we
encourage customers to thoughtfully select the replacement item during the exchange process to
ensure complete satisfaction.
For exchanges, customers have the option to select a product of equal or higher value than the
original item. This allows flexibility in choosing a piece that better suits your preferences while
maintaining fairness in the exchange process. If the exchanged item has no quality issues, a 20%
restocking fee will apply, which helps cover the handling, inspection, and restocking costs
associated with the returned item.
In some cases, customers may prefer a credit note instead of a direct exchange. A credit note will
reflect the value of the original item, minus any applicable restocking fees, and is valid for 45 days
from the date of issue. The credit note can be applied toward any future purchase on Lustraa Luxe,
allowing you to select another piece at your convenience. To redeem the credit note, simply enter
the unique code provided during checkout on your next order. For any additional information
related to credit notes or exchanges, please contact us at info@lustraaluxe.com.
Our exchange policy is designed to balance customer flexibility with product quality and safety.
By providing clear guidelines and options, we aim to offer a seamless experience that allows you
to find a product you love while maintaining the craftsmanship and standards Lustraa Luxe is
known for.
Note:
Special considerations for earrings: Due to hygiene and health concerns, we do not accept returns
or exchanges for earrings related to personal health issues, allergies, or sensitivities. Customers
are strongly advised to ensure they do not have known allergies or sensitivities to the metals or
materials used in our earrings before making a purchase. This policy ensures the safety, hygiene,
and well-being of all customers.
To ensure a seamless and efficient process, customers are requested to contact us first at
info@lustraaluxe.com before initiating any return or exchange. This allows us to provide proper
guidance, confirm eligibility, and ensure that your return or exchange is handled correctly and
promptly.