Returns policy
Eligibility, return shipping, refunds, and cancellations for Lumière purchases.
Eligibility for returns
To qualify, products must be unused, unworn, in their original packaging, and returned with all accompanying documents and certificates. The security label must remain intact. Notify us within 14 days of receiving your order.
Exclusions
Custom-made, engraved, personalised, and made-to-order designs are not eligible for return unless defective or required by law. Products not labelled “Shipped in 24h” are treated as made to order.
How to return an item
Email returns@lumierediamonds.eu within 14 days of receipt. Include your order number, the item or items, the reason for return, and whether you want a Lumière insured return label. After approval, send the item within 14 days, securely packaged with proof of purchase.
Our prepaid, fully insured label costs €80 and is deducted from the refund. You may instead arrange your own tracked courier and insure the parcel for its full value.
Return address
Nova Group Sp. z o.o.
Żurawia 6/12 lok. 745
00-503 Warsaw, Poland
This is our official return address. Personal drop-offs are not accepted.
Return shipping costs
The customer is responsible for return shipping costs unless the item is defective or incorrect.
Condition and refunds
Returned items are inspected. We may refuse a refund where the return does not meet these conditions. Eligible refunds are issued to the original payment method within 14 days after we receive and approve the returned product.
Defective or incorrect items
Notify returns@lumierediamonds.eu promptly. After review, we will provide the available replacement or refund options and cover eligible return shipping.
Cancellations
Contact us as soon as possible before dispatch. After dispatch, follow this returns process. Custom-made or personalised products cannot be cancelled once production has begun, except for a defect or our error.
Lost or damaged returns
Self-arranged returns remain your responsibility until delivered to us, so use tracked shipping and full-value insurance. A Lumière prepaid return label is fully insured.
Warranty
Manufacturing defects may be covered by our lifetime craftsmanship warranty.
Contact
Email returns@lumierediamonds.eu or use our contact page.