Lucivire Returns & Exchanges
At Lucivire, we want you to feel confident when shopping for jewelry online. We offer a 30-day return and exchange policy for eligible items.
If you are not completely satisfied with your purchase, you may contact us within 30 days of receiving your order to request a return or exchange. Eligible items must be unused, unworn, and returned in their original condition.
Return & Exchange Requirements
Return Authorization
1. All returns must be authorized by Lucivire before being shipped back. Unauthorized returns may not be accepted.
2. 30-Day Return Period
Return or exchange requests must be submitted within 30 days of receiving your original order.
3. Original Condition
Jewelry must be returned unused and unworn, with no scratches, damage, signs of wear, resizing, engraving, or other modifications.
4. Trackable Return Shipping
Customers must use a trackable shipping service when returning an item. Lucivire is not responsible for returns that cannot be tracked or confirmed as delivered.
5. Original Packaging & Gifts
Any promotional gifts, accessories, certificates, jewelry tags, or other items included with the original order must be returned with the jewelry. If a promotional gift is not returned, its retail value may be deducted from your refund.
6. Remote Area Surcharges
If your shipping address is located in a remote area, additional shipping or return fees may apply. We will inform you of any applicable charges before processing your return or exchange.
7. Lab-Grown Diamond Jewelry
Eligible lab-grown diamond jewelry must be unused and returned with its original certificate. A 35% restocking fee may apply to eligible returns or exchanges.
Important: Please do not send your return package to the shipping address shown on your original parcel. That address may not be our return address. Contact Lucivire Customer Service to obtain the correct return instructions before shipping your package.
Non-Refundable & Non-Exchangeable Items
The following items are not eligible for a standard refund or exchange:
- Final Sale Items
Items marked as Final Sale are not eligible for return, exchange, or resizing. - Custom-Designed Jewelry
Jewelry customized according to your personal preferences, including selected gemstone colors, metal types, chain lengths, or other custom specifications, is not eligible for a refund. - Personalized Jewelry
Jewelry featuring personalized engraving, photographs, names, initials, dates, or other customized details is non-refundable. - Specially Customized Jewelry
Items involving custom plating, customized gemstone colors, partial components from jewelry sets, or personalized designs are not eligible for a standard refund. Where an exchange is approved, a 35% restocking fee may apply. - Custom Ring Sizes
Rings made in custom sizes are non-refundable. A $20 customization fee may apply to custom sizing. - Worn, Damaged, or Modified Jewelry
Jewelry that has been worn, damaged, resized, altered, engraved, or returned without its original jewelry tag may not be accepted for a refund or exchange. - Replacement Items
Items sent as replacements or exchanges are not eligible for a subsequent refund unless otherwise approved by Lucivire Customer Service.
Refunds
Once Lucivire receives your returned package, we will inspect the item and process eligible returns within 5 business days.
Approved refunds will be issued to the original payment method used for the purchase. Where available, you may also request Lucivire store credit instead of a refund.
Please note:
- Original shipping fees are non-refundable.
- Any remote-area surcharge paid for the original order is non-refundable.
- If a return does not meet our return requirements, the refund may be refused and the item may be returned to the customer at the customer’s expense.
- Your bank or payment provider may require additional processing time before the refund appears in your account.
Return Shipping Compensation
Lucivire may provide $10 in store credit toward return shipping costs when the return is caused by an issue on our side, including:
- You received the wrong item.
- The jewelry arrived damaged or defective.
- The item has an engraving error caused by Lucivire.
For damaged or defective items, please contact Lucivire Customer Service within 48 hours of delivery and provide clear photos or other relevant information.
Restocking Fees
A 35% restocking fee may apply to returns or exchanges involving the following customized jewelry:
- Custom 10K gold, 10K white gold, or 10K rose gold jewelry.
- Custom 14K gold, 14K white gold, or 14K rose gold jewelry.
- Custom 18K gold, 18K white gold, or 18K rose gold jewelry.
- Custom jewelry featuring moissanite.
- Custom jewelry featuring lab-grown diamonds.
- Returns of three or more items from the same order, where a 35% restocking fee may apply to each returned item.
How to Start a Return or Exchange
Step 1 — Submit Your Return Request
Log in to your My Lucivire account and go to My Orders. Select the item you wish to return or exchange and submit your request.
If you placed your order as a guest, please contact Lucivire Customer Service for assistance.
Step 2 — Receive Return Instructions
After your return request is submitted, Lucivire Customer Service will review your request and provide further return instructions, including the appropriate return address.
Step 3 — Pack and Ship Your Jewelry
Securely package the jewelry and include the required return information. We recommend using a trackable shipping service and keeping your tracking information until your return has been completed.
Step 4 — Submit Your Tracking Number
After shipping your return, log in to your My Lucivire account and upload your return tracking number, or provide it to our Customer Service Team.
Once your package arrives, Lucivire will inspect the returned jewelry and process the eligible return or exchange.
Contact Lucivire Customer Service
For questions about returns, exchanges, refunds, jewelry customization, or your Lucivire order, please contact our Customer Service Team.
Phone: (+852) 6089 8472