We try to keep returns & exchanges as straight forward and easy as possible. Your first point of contact will always be a real person from our Customer Care team. We will never ask you to submit a return/exchange via an AI assistant or an online form.

Once you reach out to our Customer Care e-mail address a member of our team will immediately contact you and and assess if your order is eligible for return/exchange.

If eligible, we will provide a return/exchange address and instructions on how the return/exchange should be packaged and shipped. Once we have received the package, we will double check the pieces and then immediately begin processing your refund/exchange. 

To make the process as smooth as possible, we ask that you clearly put your Order # and name in the subject line of any communication; this will ensure that we can quickly identify your order and get you the help you need.

1. Collect your order # and confirmation e-mail.

2. Message the Customer Care team sharing all information about your order and which items you would like to return/exchange. If you do not share your order number we will not be able to begin the process.

3. A member from our team will reach out to check if your order qualifies for return/exchange and assist you with shipping.

*Note that we are unable to offer prepaid shipping labels

Upon receipt of items, the credit card originally used for purchase will be credited with the cost of the goods, minus any shipping fees we incurred. A deduction of shipping fees is made at the following flat rates:

• United States (20 USD)
• Australia (10 AUD)
• Singapore (15 SGD)
• Hong Kong (30 HKD)
• Europe (10 EUR)
• Asia (Equivalent of 12 USD)

We will process your refund within 3-5 days of receiving the jewelry at the warehouse.

*Note that credit card companies can take an additional 7 working days to process refunds in your account.

*Please note that sale items are not eligible for refund, but are eligible for exchange.

We offer returns/exchanges 30 days from delivery for all jewelry, including rings, bracelets, necklaces and earrings.

To be eligible, all items must be returned in their original packaging and show no signs of wear, tear, or damage. All situations related to our Lifetime Color Warranty or 6 Month Breakage Warranty are eligible for return/exchange.

Items that are not eligible for return/exchange include the following situations:

1. Items purchased with a Gift Card or Voucher.
2. Individual items from our jewelry stacks collection. Products in stacks must be returned/exchanged as a set.
3. Clearance items that have been clearly labeled as not eligible for returns/exchange. Regular sale items are eligible for returns and exchanges.

Breakage Warranty

We offer a 6 Month breakage warranty on all of our products.

If you ever receive a defective piece, please reach out to our Customer Care team with your Order # and name.

You will typically be asked for photos or videos showing the faulty item. If our team is able to verify the issue, we will immediately ship you a replacement piece of jewelry or equivalent store credit if the item is no longer in stock.

If the item is broken after the 6 month period since order receipt, we will not be responsible for replacement or repair.

We are not responsible for lost items, either within the exchange period or after.

Lifetime Color Warranty

LUAH offers a Lifetime Color Warranty on all of our products. If you ever notice any problems with your pieces plating during the warranty period please message our Customer Care team and provide your Order # and name.

You will typically be asked for photos or videos showing the faulty item. If our team is able to verify the issue, we will immediately ship you a replacement piece of jewelry or equivalent store credit if the item is no longer in stock.

Please note that our Lifetime Color Warranty does NOT cover breakages, scratches, loss of product, or damage to lacquer, enamel and gemstones related to regular wear and tear. The warranty only is related to the Gold plating of the product.

We do not offer free shipping on returns or exchanges at this time. During the return process, a member of our Customer Care team will work to ensure that any shipping costs incurred for return/exchange are kept to a minimum.