Returns & Refund Policy

You have 14 calendar days from the date you receive your order to request a return of eligible items, subject to the conditions set out below.

To start a return, contact us at info@luarajewelry.com and include your order number. Once your request has been reviewed and accepted, we will provide you with instructions for returning your order.

Returns sent without prior authorization will not be accepted.

Return conditions

The piece must be returned in its original condition, without signs of wear, alterations or damage, together with its original packaging and documentation.

We reserve the right to refuse returns of items showing signs of wear, improper handling, damage or modifications not attributable to Luara, without prejudice to any statutory consumer rights that may apply.

Right of withdrawal in the European Union

If you purchase as a consumer within the European Union, you have 14 calendar days from the date you receive your order to exercise your statutory right of withdrawal, without having to provide a reason.

To exercise this right, you must clearly notify us of your decision by emailing info@luarajewelry.com before the end of the withdrawal period.

Once you have notified us of your decision to withdraw, the piece must be returned without undue delay and, in any event, within the following 14 calendar days.

During this period, you may examine the piece in a similar way to how you would in a physical store. If the handling of the item goes beyond what is necessary to establish its nature, characteristics or functioning, any resulting reduction in value may be taken into account in accordance with applicable law.

Personalized and bespoke pieces

The right of withdrawal does not apply to goods made to the customer's specifications or clearly personalized.

This includes, among others:

• Bespoke designs created specifically for the customer.

• Pieces featuring personalized engravings.

• Designs or modifications made expressly at the customer's request.

• Other pieces produced according to individualized specifications that make them clearly personalized.

A piece being made to order does not necessarily mean that it is personalized. Where a standard product remains eligible for return, the general terms of this policy will apply.

Damaged, defective or incorrect items

Please inspect your order when you receive it.

If your piece arrives damaged, is defective, or you have received the wrong item, please contact us as soon as possible at info@luarajewelry.com, including your order number and, whenever possible, photographs of the item and packaging.

These cases are not considered voluntary returns and will be handled in accordance with the statutory guarantee and conformity rights that apply.

Exchanges

We do not currently offer direct exchanges from one item to another.

If you would like a different size, variant or piece, please contact us. Where applicable, you may return the original item and place a new order once the return has been processed.

Any resizing services are subject to the specific conditions applicable to each piece.

Return arrangements and costs

To ensure your piece is returned securely, Luara will arrange the return using a tracked courier service.

For returns due to withdrawal or change of mind, the direct cost of returning the item will be borne by the customer.

We will inform you of the applicable cost before arranging collection. This amount may be deducted from the final refund once the piece has been received and inspected.

The customer must follow the packaging instructions provided by Luara and ensure the piece is properly protected before handing it to the designated carrier.

If the return is due to a defect, damage during transport or an incorrect item being sent, Luara will cover the return costs.

Refunds

We will notify you once we have received and inspected your return.

Where applicable, refunds will be issued using the same payment method used for the original purchase, unless another method has been expressly agreed.

Where the statutory right of withdrawal applies, the refund will include all amounts required under applicable law, including the original standard delivery costs. Any additional costs resulting from choosing a more expensive delivery method than the standard option offered will not be refunded unless required by law.

For returns due to a change of mind, the cost of the return arranged by Luara may be deducted from the amount refunded.

Refunds will be processed without undue delay and, where the statutory right of withdrawal applies, within the legally required timeframe. We may withhold the refund until we have received the returned piece or until sufficient evidence of its return has been provided, as applicable.

Once Luara has processed the refund, your bank or payment provider may require additional time for the funds to appear in your account.

For any questions regarding returns or refunds, please contact us at info@luarajewelry.com.

Shipping Policy

All Luara pieces are carefully prepared and shipped from Spain.

Production times

Production times may vary depending on the piece and its configuration.

As a general guide:

• Collection pieces are usually ready to ship within approximately 1–2 weeks.

• Bespoke or highly personalized pieces may require approximately 3–4 weeks, or the timeframe specified during the design process.

• Some products may have different production times. Where this applies, the estimated timeframe will be shown directly on the product page.

The timeframes indicated are estimates and begin once the order has been confirmed and, where applicable, all personalization details have been approved.

Shipping within Spain

We offer free shipping within Spain.

Once your order has been dispatched, you will receive a confirmation email with the available tracking information.

International shipping

We ship internationally to the destinations available at checkout.

Shipping costs, where applicable, will be displayed before you complete your purchase.

Transit times vary depending on the destination and begin once the piece has been dispatched.

Taxes, duties and customs

Orders shipped outside the European Union may be subject to import taxes, customs duties, clearance fees or other charges imposed by the destination country.

Unless expressly stated otherwise at checkout, these charges are not included in the product price or shipping costs and are the responsibility of the recipient.

Luara does not control the amounts charged by customs authorities in each country.

Tracking and delivery

Once your order has been dispatched, you will receive an email with the available tracking information.

It is the customer's responsibility to provide a complete and accurate delivery address and to ensure that someone is available to receive the parcel where necessary.

If you notice an error in your address after placing your order, please contact us as soon as possible at info@luarajewelry.com. We cannot guarantee that an address can be changed once an order has been prepared or dispatched.

Delays

Delivery times provided by carriers are estimates and may be affected by circumstances beyond Luara's reasonable control, including logistical delays, periods of high demand, weather conditions or customs procedures.

If you experience any issue with the tracking or delivery of your order, contact us at info@luarajewelry.com and we will help you review it.

Damaged orders or delivery issues

If your order arrives damaged, is defective or you receive an incorrect item, please contact us as soon as possible at info@luarajewelry.com, including your order number and photographs whenever possible.

We will review the issue and work with you to provide an appropriate solution.