Refund policy

Returns

Last updated: May 2025

At Lovuna we want you to love your jewellery.

If for any reason you are not completely happy with your purchase, you have 30 days from the delivery date to decide whether to keep it.

1. If you want to return a product

You can return unworn jewellery within 30 days of receiving your order.

Make sure the product is in its original condition — undamaged, unworn and unaltered — so that it can be resold.

To ensure a smooth return process:

  • Download the return form.

  • Include the completed return form in your parcel, stating the number of items and the reason for the return.

  • Make sure the labels and packaging are complete and have not been removed or damaged.

  • If your order included a free gift as part of a promotion, it must also be returned if you no longer meet the conditions of the promotion.

  • Always share the tracking number of your return parcel.

2. Non-returnable items

Some items cannot be returned for hygiene or personalisation reasons:

  • Personalised or engraved jewellery, unless the product is faulty or there was an error on our part.

  • Gift cards are non-refundable.

  • Promotional items or free gifts.

We currently do not offer returns or exchanges on advent calendars and other limited sets once opened.

3. How to return a product

Use the return form.

The customer is responsible for return shipping costs.

We have chosen to keep our jewellery prices fair and our shipping fast and reliable — which is why we currently do not cover return shipping costs.

Once we have received and checked your return, we will process the refund to your original payment method.

4. Refund timeline

  • Refunds are usually processed within 10 working days of receiving the parcel.

  • During busy periods or large promotions, the process can take up to 3–4 weeks.

  • Keep your proof of return shipment until you have received your refund.

5. Exchanges

We currently do not offer direct exchanges.

If you would like a different item, return the original order and place a new order for the item you want.

6. Need help?

If you have questions about a return or need help, our customer service team is ready to help:

hello@lovuna.net