Returns & Exchanges
RETURN POLICY
You have 30 days from the date of purchase to exchange it!*
If you want to make any exchange or return, click here . A message will pick up your jewel: don't forget to put it in a safe place such as a sealed bag inside an envelope.
In what cases can I request a refund?
In all the cases set out below, as long as it is not a defective personalized product :
- I got the wrong size and I would like to change it.
- The product is not what I expected and I would like to exchange it for another or return it.
- I have received the order in poor condition.
In any case, it is essential that the products subject to an exchange or return are in perfect condition and without obvious signs of use, otherwise no exchange or return can be made. It is your responsibility to provide appropriate packaging to ensure that items arrive at Luxenter in perfect condition. If you have difficulty finding suitable packaging, we suggest using the original box in which you received your order. If the items are received in poor condition, we will not be able to make the requested return .
HOW CAN I MAKE AN EXCHANGE OR RETURN?
There are two options:
- RETURNS AND EXCHANGES PORTAL
Click here to access our exchanges and returns portal, where you will have to enter your order number and the email you used when making the purchase. During the process, you will be able to choose if you want an instant refund, as well as the method to send us your product.
If you have any questions, contact atclienteluxenter@luxenter.com
Frequent questions
about exchanges and returns
Return conditions
It is only possible to process returns for products purchased in the online store. In order for us to approve a return, the items must be in perfect condition, and if possible in the original packaging.
Exchange and return cost
Expenses associated with exchanges and returns will always be borne by the buyer. The cost of processing an exchange or return will be €5.95, corresponding to the cost of shipping the new product and collecting the exchanged item. This charge will only be applicable for returns through our online form. For international changes, our Customer Service team will inform you about the corresponding cost.
Until when can I request an exchange or return?
The period to make an exchange or return is 30 calendar days after the order is delivered.
How do I make a change?
When starting the request on the portal of our logistics partner Reveni, choose the “Change products” option. To organize a home collection: we will send you the steps you must follow by email. For exchanges: when you finish the request through the portal, we will first send you the jewelry you want to receive and then we will collect the jewelry you want to return.
How do I make a return?
When starting the request on the portal of our logistics partner Reveni, choose the “Return products” option.
How long will it take to receive my refund?
It depends on the method you have selected: Non-instant refund: it may take up to 15 days - Please note that your order has to arrive at our warehouses and we have to review it manually. Instant refund to bank account: takes less than 10 seconds. Instant refund to original payment method: depending on the method it may take between 1 and 3 days. The good thing is that it does not depend on the collection. Instant refund in credit: takes 1 second.
Reveni
Our returns partner, frequently asked questions
How long does it take for the money to arrive?
It takes less than 60 seconds from the moment you request the refund.
What if I haven't received my refund yet?
First make sure you are looking at your bank account rather than card transactions. And if you have not received it yet, contact support@reveni.io
How much does it cost?
Nothing, the Reveni service is completely free and has no impact on your refund.
Can I request my instant refund at any time?
As long as you meet the exchange and return requirements, you can order it without problems.
That I have to do?
If you request home pickup, or if you ship it yourself, you have to upload the tracking number to the Reveni portal. If you do not have a tracking number, please notify us at support@reveni.io when you have returned it.
What happens if I don't ship the products?
You would be breaching Reveni's conditions and they will begin the process to recover the refund.
What happens if I send the wrong product or send it used?
Your return will be rejected and Reveni will start the process to recover the refund. – Remember that if the product is factory defective you must request an exchange, not a return.
What happens if I have changed my mind and decide to keep the product after requesting an instant refund?
Contact our Customer Service team and the Reveni team will send you instructions to pay again for the unreturned product.
Do I need to create a Reveni account to receive an instant refund?
No, you will only have to accept the terms and conditions when requesting the refund and entering your bank account.
Why do I have to enter my bank account if you already have my bank details when I purchase?
The way to get your money refunded immediately is through a bank transfer, so it is not valid with the card details. Additionally, Reveni does not have access to the card data.
Will my data be safe?
Reveni scrupulously complies with the GDPR and a strict internal security policy so that your data is safe at all times. Additionally, they undergo security audits on a regular basis.
Why does Reveni contact me by email if I have not provided my data to do so?
When you accept terms and conditions when requesting the exchange or return, you consent that Reveni may contact you. But they will only contact you if they detect that the order is delayed longer than it should.