Returns & Refunds
Our Quality Promise
We want you to love your keepsake. To ensure the highest quality, we provide:
- Peace of Mind Guarantee: Our team manually reviews every order before production to check for design or engraving errors.
- Satisfaction Remake: If you aren't in love with the craftsmanship of your personalised item, we will remake it for you once (1) per order.Note: Customer covers reshipping and any applicable tariff fees.
Standard Returns & Eligibility
- 30-Day Window: You have 30 days after receiving your item to request a return.
- Condition: Items must be unworn, unused, with tags, and in original packaging.
- Non-Personalised Items: Eligible for exchange, store credit (valid 6 months), or refund.
- Personalised Items: As these are crafted uniquely for you, they are non-returnable but are fully covered by our Satisfaction Remake promise.
- Fees: A $15 restocking fee applies to refunds. Return shipping, redelivery fees (for failed attempts/incorrect addresses), and import tariffs are the responsibility of the customer.
Damages, Issues & Exchanges
Damages & Issues
Please inspect your order upon arrival. If the item is defective, damaged, or incorrect, contact us at support@bylumine.com immediately so we can make it right.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Exceptions & Non-returnable Items
Specific items are not eligible for return, including custom-made pieces (special orders or personalised jewellery) crafted uniquely for you. Sale and clearance items are not eligible for change-of-mind returns.
European Union 14 day cooling off period
Notwithstanding the above, if shipping to the EU, you have the right to cancel or return your order within 14 days for any reason. Items must be in the same condition as received with proof of purchase.
Delivery Issues & Refunds
Failed Deliveries & Redelivery Fees
If an order is returned due to unsuccessful delivery attempts, incorrect addresses, or failure to collect, a redelivery fee applies. This covers reshipping costs plus any duties and taxes.
Refund Processing
Approved refunds are processed to your original payment method within 10 business days. If more than 15 business days have passed since approval, please contact support@bylumine.com.