Delivery Information & Returns policy
If you wish to return your purchase, you may do so within 28 days of the date of purchase for a refund or exchange, provided the items are eligible for return.
A valid receipt must be provided to process any refund or exchange (applicable both for in- store and online purchases).
Please email lalunelondonjewellery@gmail.com with your order number and reason for return to initiate the process.
Items Not Eligible for Return:
Earrings and Huggies: Due to strict hygiene considerations, these items cannot be returned. (We do accept returns on Ear Cuffs.)
Individual Products in Sets: Items sold as part of a set must be returned together as a complete set to qualify for a refund.
Conditions for Returns:
To qualify for a refund or exchange, all items must meet the following conditions:
Be unworn and show no signs of wear or damage.
Be returned in their original condition and packaging.
Processing Times:
Refunds and exchanges are typically processed within 10-14 working days of receiving the returned items. During busy periods, processing times may vary. Refunds will always be issued to the original payment method.
Warranty Details:
We are proud to offer a two-year warranty on all items, covering plating, (excluding earrings, except in the case of a clear plating defect) purchased at Lalune London standard and permanent stores.
We have a six-month warranty on all items, covering plating, (excluding earrings, except in the case of a clear plating defect) for purchases made at our Camden outlet store.
What Does the Warranty Cover?
Within the warranty period, if the item is proven to have a clear manufacturing defect under normal use regarding plating, Lalune London will provide a like-for-like replacement at no charge. If a like-for-like replacement is unavailable, an alternative item of equal value or similar style will be provided.
Any replacement item issued under the warranty will be covered by a new warranty period starting from the date of replacement.
What Does the Warranty Not Cover?
- General wear and tear or damage caused by improper handling or lack of care.
- Repairs or adjustments carried out by a third party.
- Lost or stolen jewellery.
- Stones falling out (as we cannot verify that it is a clear manufacturing defect).
- Gift Cards, which are non-refundable.
- Earrings, except in the case of a clear manufacturing defect regarding plating.
How to Make a Claim on the Warranty
To make a claim, please email us at lalunelondonjewellery@gmail.com with the following details:
- Your order number and the receipt.
- Clear images of the item showing the fault.
- Our customer service team will review your claim and assist you in resolving the issue promptly.
Alternatively, the item may be brought to the store where the original purchase was made. For items purchased in our pop- up locations, the return may be initiated at our Borough Yards location.
Returns Policy
Items bought in-store must be returned to the store where they were purchased.
We cannot process refunds or exchanges for items purchased at our outlet store in our permanent stores, or vice versa.
Please Note:
Customers are responsible for arranging and paying for the return shipping of any warranty claim. Retain your post office receipt or courier proof of postage until the claim is processed.
Additional Notes:
Please note that we will not email you upon receipt of your return. Once your return has been processed, we will send an email confirmation that your refund has been issued.
For hygiene and quality control purposes, all returned items undergo a thorough inspection. Items that do not meet the conditions above (e.g., damaged or worn) will not be eligible for a refund or exchange.
If you have any questions, please feel free to contact us. We are here to assist you!