Returns Policy

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 your to send your return to as soon as possible after you notify us of your intent to return.  

 

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.

 

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.   

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 refund or store credit accordingly.

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 as soon as possible using the details on our Contact page.

Returns from outside of the UK must be shipped with correct and accurate customs forms that are clearly marked as a UK RETURN 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.

 

We do not accept returns on sale or 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 are final sale and will not be refunded or eligible for exchange or refund. However, we do provide free of charge re-sizing services within 14 days of receipt of your order, and we will cover the cost of postage for you to send us your item for resizing and for us to return it to you.

For items that are made to order, if your item needs to be re-sized or adjusted, we will gladly make the relevant adjustments to your item free of charge and will cover the cost of delivery for returning the item to us to be adjusted. 

For both bespoke orders and when ordering from our online shop, making changes to size or style more than 14 days after receipt will be subject to additional charges.

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.

​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.