Order & Shipping
How long does it take to process my order?
Order processing time is dependent on the item you are buying (i.e. In Stock, Personalised, Pre-Order).
In Stock: We have these items in house and they are ready to be processed and shipped to you in 1-2 business days.
Personalised: Our jewellers need to craft the item especially for you. These are the personalised engraving orders. Please allow 3-5 business days for your jewellery to be made and sent out to you.
Pre-Order: We don’t have these items in house yet but they are coming soon. Follow the estimated shipping date on the product page as your guide.
All orders are only processed on Monday – Friday. We do not process orders on weekends or public holidays.
Where is my order?
A confirmation email with a tracking number will be sent to you once your order has been dispatched. You can keep track of your parcel activity by logging into your Lumeas account or via the 'Track Order' button on your confirmation email.
What happens when I order a mix of In Stock, Personalised, Pre-Order items?
When you are ordering multiple types of items, your order can be shipped on the latest date, with all your items consolidated in one order.
Can I update or cancel my order?
We can only update or cancel your order if it hasn’t been processed or packaged. We also cannot update or cancel Made-to-Order items as they are already being processed. As soon as you can, please email firstname.lastname@example.org with your order number and details of the changes you’d like to make to your order.
How long does shipping take?
We use AusPost for all AU orders. All international orders are sent via Sendle.
Estimated shipping timelines are listed below. Please bear in mind that there may be slight differences depending on your postcode:
AU Standard Shipping: 3 – 5 business days
AU Express Shipping: 1 – 3 business days
International Standard Shipping: 5 - 10 business days
International Express Shipping: 3 - 5 business days
Will I be charged duties or taxes?
There may be duties or taxes incurred by your order that you are responsible for. Lumeas does not include these fees in our final prices. Duties and taxes are determined by final destination. Please contact your local custom office for details on how duties and taxes are calculated and paid.
Return & Exchange
What is your return policy?
We offer free returns within 30 days for refund within Australia. Please make sure that all original packaging is intact and there are no signs of wear on the jewellery pieces. Lumeas will not be able to refund your original shipping fee as this was an incurred cost.
Keep in mind that we do not offer returns for Personalised items as they are made uniquely for you. We also do not offer returns for earrings due to hygiene reasons.
Are returns free?
We offer free returns for orders within Australia.
For International orders, we are unable to provide free returns at this time but we are working on it!
What is your return process?
Within 30 days from the order delivery date, email email@example.com or click "Support" on the bottom right of the page, let us know your Order Number and Reason for return and the Lumeas’ Customer Care team will try our best to get back to you within 48 hours. We will only accept returns with return authorisation from our Customer Care team.
For AU returns, a link will be sent to you for you to generate your return label and mail your return parcel back. For international returns, our Customer Care team will let you know the next steps.
What is your exchange policy?
We currently do not provide exchanges for any pieces. The reason is we would then have to reserve inventory units for customers. Since we operate on limited inventory, so we can keep costs low (and transfer those savings to you), we only offer returns instead.
However, you can return your order for a store credit for you to place a new order for the piece or size of your preference!
Materials & Care
What materials are used in my jewellery?
You can find the detailed material list on each of our product pages.
Where do you make your jewellery?
We spent months looking for the best jewellers around the world to bring you the best craftmanship. To learn more about our jewellers, check out Our Jeweller page for their story.
How do I take care of my jewellery?
Your jewellery is made for everyday wear but a little care goes a long way. When you are not wearing your jewellery, be sure to be storing it in the box it came in. For more detailed material-specific care instructions, learn more from Our Material page here.
Are your diamonds conflict free?
Yes! We only use high quality, socially responsible diamonds sourced from suppliers who follow ethical practices. We only use diamond of VS1 – VS2 G grade so you can shine responsibly.
How long does it take for my order to be engraved?
Our jewellers need to craft the item especially for you. Please allow 3-5 business days for your jewellery to be made and sent out to you.
How is the jewellery engraved?
We take pride in delivering high quality jewellery to you. Each piece of jewellery is handled with care and engraved using machine laser engraving to ensure consistency in font and sizing on all pieces.
What font do you use for engraving?
We use Script style font for all our engraving.
Can I exchange or return my engraved item?
As all engraving pieces are made uniquely for you, we do not accept exchanges or returns for this type of item.
How can I find my ring size?
You can find your ring size with our guide here. If you are stuck between two sizes, we recommend going one size up.
If you need more help with deciding your ring size, reach out to our Customer Care team anytime by clicking the Support button or email firstname.lastname@example.org.
Does my order include warranty?
Lumeas guarantees your jewellery to be free of manufacturing defects for one calendar year from date of purchase. Manufacturing defects include clasp breakage, missing pave stone (stone under 0.01ct), loose diamonds or loose prongs. Manufacturing defects do not include tear, scratching, stretched chains, lost jewellery or jewellery damage due to improper cleaning or storage.