Returns

We want you to love your jewellery. If something isn’t quite right, we’re here to help.

Below is a clear guide to how returns work for both UK and international customers. Please read this policy carefully to the end.

🇬🇧 UK Returns

If you are based in the UK, you have 14 days from the date you receive your order to notify us that you wish to return an item. Once confirmed, you then have a further 14 days to send the item back.

We will refund the jewellery and the standard delivery cost once it has been safely received and inspected.
Return shipping is the customer’s responsibility unless the item is deemed faulty following inspection.

Non-returnable for UK customers

Bespoke, customised and made-to-order pieces
Earrings (for hygiene reasons)

Recommended Shipping Method

For a speedy and efficient return, particularly where a refund is requested, we strongly recommend using DHL Express for UK returns. We have regular DHL collections and direct communication with our local drivers, allowing us to ensure prompt receipt and processing. Returns sent via alternative carriers (such as Royal Mail) may experience delays, as we do not have regular collections and cannot guarantee availability to accept delivery.

You can arrange a DHL Express return here: 👉 https://book.parcel.dhl.co.uk/

If you would like us to arrange your return on your behalf, please contact us. In this case, the return shipping cost will be deducted from any refund or store credit due.

🌍 International Returns

If you are outside the UK, please email us within 5 days of receiving your order to request a return. Returned items must reach us within 14 days of your return request.

Return shipping and insurance are the customer’s responsibility.
All international returns must be sent via DHL Express.
Please mark your customs documentation clearly as “UK RETURNED GOODS.”

Original shipping, insurance, duties, and taxes are non-refundable for international orders, except where applicable consumer law requires otherwise.

Non-returnable for international customers

Sale and discounted items
Bespoke, customised and made-to-order pieces
Earrings (for hygiene reasons)

If you would like us to arrange your return on your behalf, please contact us. In this case, the return shipping cost will be deducted from any refund or store credit due.

🇺🇸 Specific to U.S. Orders Only

Ship Duty Paid - Final Sale

Where ‘Ship Duty Paid’ is selected as the shipping method at checkout, Lucille London pays the applicable import duties, tariffs and associated import charges on your behalf. Because these charges may not be recoverable following a return, orders sent using Ship Duty Paid are final sale.

This does not affect your rights if an item is faulty, damaged on arrival or materially misdescribed, or any rights under applicable law which cannot be excluded.

Standard Shipping - Duties Payable by Customer

Where ‘Standard Shipping’ is selected as the shipping method at checkout, any applicable U.S. import duties, tariffs, taxes and brokerage charges are payable by the customer.

Eligible orders may be returned in accordance with the International Returns policy above.

Any import charges paid directly by you to U.S. Customs, DHL or another third party must be reclaimed directly by the customer from the relevant third party.

🇪🇺 Specific to EU Orders Only

Where applicable, EU consumer legislation gives you a statutory right of withdrawal in relation to your purchase; you may notify us of your decision to return the item within 14 days of receiving your order.

You must then send the item back to us within a further 14 days of notifying us of your decision to withdraw.

Where these statutory rights apply, these timeframes take precedence over the standard 5-day return request and 14-day return receipt periods set out in our International Returns policy above.

Return shipping and insurance remain the customer’s responsibility unless the item is faulty, damaged on arrival or materially misdescribed.

Any import VAT, duties, taxes, customs clearance fees or other charges paid directly by you to your local customs authority, DHL or another third party must be reclaimed directly by the customer from the relevant third party.

The following sections apply to all returns.

📦 Packing & Condition

All jewellery must be returned carefully packed in its original jewellery box, in the same manner in which it was received, to ensure it is secure during transit.

Please ensure that:

Jewellery is securely fixed within the jewellery box using the original ribbons, velvet, felt inserts or protective materials provided. Jewellery should not be placed loose inside the box, as movement during transit may cause damage.
Any ribbon, velvet, felt or protective material used to safely deliver your jewellery to you must be reused when packing the return.
Jewellery is returned unworn, in its original condition, with all boxes, packaging, tags and any included free gifts (unused/unopened).

Discreet outer packaging

Please use plain, discreet outer packaging when returning jewellery.
Your order was originally shipped in Lucille London branded packaging, covered by DHL exterior packaging to deter theft.
When returning jewellery, Lucille London branded boxes must be covered with external packaging.
Please do not use our black branded parcel boxes as the outer shipping carton, as they appear high-value and may encourage parcel theft.

We reserve the right to reduce a refund or refuse a return if jewellery is returned damaged due to inadequate packing or handling.

📸 Photographic Evidence & Insurance

To protect both parties and support any insurance claims, we strongly recommend that you:

Photograph the jewellery before packing, clearly showing its condition.
Photograph the jewellery once secured inside its jewellery box, before closing the lid.
Photograph the exterior of the parcel and the shipping label, clearly showing the delivery details.

If a parcel is lost, stolen or damaged in transit, you may be required to provide evidence that the jewellery was correctly packed and undamaged at the time of dispatch. Failure to provide suitable photographic evidence may affect insurance claims and refund eligibility.

🛠 Repairs & Warranty

We stand by the quality of our jewellery:

Modern pieces include a 90-day warranty against manufacturing defects.
Antique and vintage pieces may occasionally reveal natural age-related weaknesses; repairs within 60 days are assessed on a case-by-case basis.

If you need assistance, please get in touch.

💍 Bespoke, Made-to-Order & Customised Pieces

These pieces are created especially for you and are final sale.
Made-to-order rings include one complimentary resize of up to ±1 UK size, if requested within 14 days of receiving your order.

✉️ How to Start a Return

Please email us using the address on our Contact page. We will confirm the return address and guide you through the next steps.
All returns must be sent using a tracked and fully insured service.

💳 Refunds & Processing Times

Once your return is received, it will be inspected within a few working days. If approved, refunds are processed within 14 days of receipt and issued to the original payment method.

Payment & Currency Conversion Fees

Refunds will be issued to the original payment method in the original transaction currency.

Any currency conversion charges, exchange-rate differences or fees applied independently by your bank, card provider, PayPal or another payment provider are outside Lucille London’s control and cannot be reimbursed by Lucille London.

Please note:

Banks, card providers and PayPal may take up to 5 working days (or slightly longer) to clear funds once a refund is issued.
These timeframes are outside of our control, but we will notify you by email as soon as your refund has been processed.

If an item shows wear or damage beyond normal inspection, a reasonable deduction may be applied to reflect any loss in value.

💬 Questions or Concerns?

We’re always here to help. If you have any questions about condition, sizing, customisations or returns, please get in touch — we’re more than happy to assist.