Returns

If you decide to return your item, please notify us in writing via email to the email address on the Contact page within 5 days from receipt of your order.

Your order must be returned to us within 14 days from receipt of your order to be eligible for a refund. We will confirm the address for you to send your return parcel to as soon as possible after you notify us of your intent to return.

Please note that we only accept returns sent via DHL. Once we have confirmed the return address, you can book your return via the DHL website: https://www.dhl.com/gb-en/home/book-online.html

Any item purchased at a discounted or sale price is a final sale and can not be returned.

All items must be returned to us unworn and with the presentation box, protective packaging and any tags or free gifts included. We reserve the right not to accept any return if the product shows signs of wear or has been used or altered from its original condition in any way or, as an alternative, may reduce the amount of any applicable store credit accordingly.

It is the customer's responsibility to arrange a return including covering any costs involved with the return. Returns must be sent via an express service, with tracking and full insurance. It is advisable to supply us with the tracking details for your return so that we can ensure your return is assessed promptly upon receipt.

Returns from outside of the UK must be shipped with correct and accurate customs forms that are clearly marked as "UK RETURNED GOODS" otherwise, any import taxes or duties charged to Lucille London will be deducted from the refund or store credit amount, along with any payment processing fees and exchange rate losses. Original shipping and insurance costs are non-refundable.

Once a return has been received and accepted, we will process a refund within 14 days for the full amount of your returned item via the same means that you made payment. Please note that we cannot determine what date the refund will clear on your credit/debit card or in your Paypal account once it has been processed by us, but it is usually within 10 working days from the date the refund is processed by us. Where a refund is made to your store credit account, your store credit will remain on your account for 12 months from the date it is credited to your account.

Earrings purchased from Lucille London are not eligible for return due to hygiene reasons.

For pre-owned, pre-loved, vintage, or antique jewellery, pieces are sold 'as seen' and are described in as much detail as possible. We personally source the highest quality pieces; however, please be aware that these pieces have been pre-owned, so they will not be in 'new' condition. Please contact us before purchasing pre-owned pieces if you have questions about their condition.

Depending on the status of your order, it may be possible to cancel an item or change your order prior to dispatch. If you need to make any amendments to your purchase, please contact us using the details on our Contact page as soon as possible.

We do not accept returns on layaway items.

Customs duties and international taxes

Duties and taxes for international orders will be due upon delivery and are the customer's responsibility. Lucille London will not be held liable for international duties, taxes and customs charges. We recommend that you contact your local customs authority to determine a landed cost price prior to purchase completion.

Any orders where the parcel is rejected by the customer or returned due to non-payment of international duties/customs charges will not be eligible for a full refund and deductions will be made to any refund or store credit applied to the customer's account following the safe return of the parcel and its contents. These deductions will cover all costs incurred by Lucille London (including but not limited to: customs charges, international duties, shipping and insurance costs relating to the delivery and return of the parcel, and any other administration and miscellaneous costs incurred as a result of non-payment of international duties). No cash refunds are offered in these instances.

Lucille London is not responsible for any delays caused by destination customs clearance processes.

Bespoke and Made-to-order

Bespoke orders, made-to-order and customised pieces are final sale and will not be eligible for exchange or refund.

Made-to-order rings (including chain rings) will qualify for one complimentary re-sizing service (up to 1 UK size larger or smaller, or the equivalent of 1 UK size where a ring has been sized for international sale). To qualify for this service, you must inform us of your re-size requirement within 14 days of receipt of your order. If you require an adjustment larger or smaller than 1 UK size, the service will be chargeable.

Each 'made-to-order' piece we create is unique. Although we can advise you on the specification of your jewellery, such as the width of the metal used or the carat of the gemstones, no two items are ever identical; the weight of each piece is estimated as the end weight is dependent on the items measurements, gold purity, and product sizing.

All handcrafted jewellery is made by Lucille in London, UK. As such, production can take up to 8 weeks for those items that are made to order. Please see the product information section on each product page for an estimated completion date.

Repairs

Modern jewellery: Due to the delicate handmade process, all of our modern jewellery designs are guaranteed against defects in material and workmanship for a period of 90 days from delivery. In these instances, we will repair any breakage caused by manufacturer defects as soon as possible once a piece is returned to us for repair. Normal wear and tear, improper care, or damage resulting from misuse will void this warranty. Repairs will be assessed on an individual basis. Please contact us via email to notify us of your repair requirement.

Antique and vintage jewellery, including converted or repurposed pieces: Antique and vintage jewellery, including the antique/vintage components within converted or repurposed pieces, will often show a certain amount of wear and tear, which we will endeavour to specify in as much detail as possible within the product information and/or description. All antique and vintage pieces are carefully and thoroughly inspected before resale and are serviced and/or repaired where required before we list a piece for sale; however, due to the nature of antique and vintage jewellery, there may be occasional weaknesses in that do not become apparent until an item is worn regularly. If an antique, vintage or converted/repurposed piece requires a repair within 60 days of you receiving the jewellery, we reserve the right to determine whether this is due to post-sale wear and tear and whether the jewellery qualifies for an after-sale repair service. There may be a charge for repair services offered for antique jewellery purchases, including those pieces that have been converted or repurposed from their original form.

We want you to be entirely satisfied with your experience in shopping with Lucille London, and we want you to love your jewellery. Please do get in touch with us if you are not entirely satisfied with your purchase.