Refund policy
At Lucent Row, we take pride in the quality of our jewellery and want you to be completely satisfied with your purchase. If something isn’t right, we’re here to help.
Returns
We accept returns under the following conditions:
- Returns must be requested within 14 days of delivery
- Items must be unused, unworn, and in original condition
- All original packaging must be included (boxes, pouches, tags, etc.)
- Proof of purchase is required
For hygiene reasons, earrings cannot be returned or exchanged unless they arrive faulty or damaged.
Non-Returnable Items
We do not accept returns on:
- Sale or clearance items
- Gift cards
- Earrings (unless faulty)
- Items damaged due to misuse or improper care
Refunds
Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.
If approved:
- Refunds will be issued to your original payment method
- Processing time is typically 5–10 business days
- Shipping costs are non-refundable
If your order was eligible for free shipping, the original shipping cost (if applicable) may be deducted from your refund.
Exchanges
We offer exchanges for:
- Wrong size
- Damaged or defective items
- Same product replacement (subject to availability)
If the item is unavailable, we will offer a refund or store credit.
Damaged or Incorrect Items
If you receive a faulty or incorrect item, please contact us within 48 hours of delivery with:
- Your order number
- Clear photos of the issue
We will resolve this as quickly as possible at no extra cost to you.
Return Shipping
- Customers are responsible for return shipping costs unless the item is faulty or incorrect
- We recommend using a tracked shipping service, as we are not responsible for lost returns
How to Start a Return
To start a return, contact us at:
Please include your order number and reason for return.