Refunds & Exchanges

Refunds & Exchanges

At Lume de l’Ouest, we want you to love your purchase. If you're not completely satisfied, we're here to help. Please review our Refunds & Exchanges Policy below.

Return Eligibility

To be eligible for a return or exchange:

  • The item must be unused, unworn, and in its original condition.

  • The item must be returned in its original packaging.

  • A return request must be submitted within 30 days of receiving your order.

  • Proof of purchase or your order number is required.

Items that do not meet these conditions may not be eligible for a refund or exchange.

Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned or exchanged unless they arrive damaged or defective:

  • Earrings

  • Personalized or custom-made jewelry

  • Gift cards

  • Final sale or clearance items

Refunds

Once we receive and inspect your returned item, we will notify you of the status of your refund.

If approved:

  • Your refund will be issued to your original payment method.

  • Processing times may vary depending on your bank or payment provider.

  • Original shipping charges (if any) are non-refundable unless the return is due to our error.

Exchanges

We only replace items that are damaged, defective, or incorrect.

If you would like to request an exchange, please contact our customer support team with:

  • Your order number

  • A description of the issue

  • Clear photos of the item (if applicable)

Damaged or Incorrect Items

If your order arrives damaged, defective, or you receive the wrong item, please contact us within 48 hours of delivery.

Include:

  • Your order number

  • Photos of the product

  • Photos of the packaging

We will review your request and provide a replacement or refund when appropriate.

Return Shipping

Customers are responsible for return shipping costs unless:

  • The wrong item was shipped.

  • The item arrived damaged or defective.

  • The return is due to an error on our part.

We recommend using a trackable shipping service, as we cannot guarantee receipt of returned packages.

Late or Missing Refunds

If you have not received your refund:

  • Check your bank account again.

  • Contact your credit card company or payment provider.

  • Processing times may vary depending on your financial institution.

If you have completed these steps and still have not received your refund, please contact our customer support team.

Need Assistance?

If you have any questions regarding returns, refunds, or exchanges, our customer support team is here to help. We're committed to making your shopping experience with Lume de l’Ouest as smooth and enjoyable as possible.