Returns & Refunds

At Luze, we want you to love your jewelry. If you’re not completely satisfied, you may return your order under the conditions below.

1. Returns & Exchanges
You can return unused, unworn, and undamaged items in their original packaging within 14 calendar days of delivery, in line with Spanish and EU consumer regulations. Please ensure tags and seals are intact. Exchanges for another item, size, or color are also accepted within the 14-day period.

2. Items Not Eligible for Return
Custom-made, engraved, or personalized items cannot be returned or exchanged. Earrings are non-returnable for hygiene reasons unless they arrive defective. Items marked “Final Sale” cannot be returned or exchanged.

3. Damaged or Incorrect Items
If your order arrives damaged, defective, or you received the wrong item, please email info@luzejewelry.com within 48 hours of delivery, including clear photos and your order number. We will offer a replacement or full refund, including shipping costs, as appropriate.

4. Return Shipping
For returns due to change of mind, the customer is responsible for return shipping costs. For defective or incorrect items, Luze will cover return shipping. We recommend using a tracked shipping service, as we cannot guarantee receipt otherwise.

5. Refunds
Once your return is received and inspected, we will notify you by email. If approved, the refund will be processed to your original payment method within 7–10 business days. Original shipping fees (if any) are non-refundable unless the return is due to an error on our part.

6. How to Start a Return
Contact support@luze.com with your order number, reason for return, and any supporting photos. We will confirm eligibility and provide return instructions. Pack the item securely and ship it to the address we provide. Keep your shipping receipt and tracking number until your refund is processed.

7. Contact Us
For any questions about returns or exchanges, please email info@luzejewelry.store. We typically reply within 1–2 business days.

Note: This policy applies to orders shipped from Spain to EU countries. For international orders outside the EU, different terms may apply.