FAQ

Frequently Asked Questions (FAQ)

Explore our FAQ page to find answers to the most common questions about our brand. From shipping and returns to materials and order inquiries, we've gathered all the information you need to make your experience with us smooth and enjoyable.

If you have any additional questions or need personalized assistance, feel free to reach out to our friendly support team.

Your satisfaction is our top priority, and we're here to ensure you have a delightful journey with our jewelry.

Order

How do I find my size?

Finding your perfect fit is easy with our sizing guides. For rings, measure your finger using our ring sizing chart. For bracelets, measure your wrist. Our guides ensure your jewelry fits just right.

Who should I contact in regards to my order?

Our dedicated customer support team is here to assist you with any order-related questions or concerns. Feel free to reach out to info@luce-it.com for prompt assistance.

How do I change my order?

If you wish to modify or cancel your order, please contact our support team as soon as possible. They'll guide you through the process and ensure your order aligns with your preferences.

How do I order as a 'gift'?

While we don't have the gift option available in checkout, we're here to assist you in making your order a special gift. Simply place your order, and then reach out to us via email with your order ID and any personalized message you'd like to include. We'll ensure the recipient's experience is as memorable as possible.

Can't find your size?

If you can't find your size, please reach out to our customer support team. They'll be happy to assist you in finding the perfect fit or exploring alternatives. Your satisfaction is our priority.

Do you make 'custom' orders?

Yes, we do offer custom orders. If you have specific preferences or a unique design in mind, please reach out to us, and we'll be delighted to discuss how we can create a custom piece that perfectly matches your vision.

Jewelry Piece(s)

How do I take care of my piece?

Find care instructions in our jewelry care guide for long-lasting beauty.

Can I 'custom' my piece?

Yes, we do offer custom orders. If you have specific preferences, please reach out to us, and we'll be delighted to discuss how we can create a custom piece that perfectly matches your vision.

What kind of material do you use?

Our materials include 925 silver, 18K gold plating or rhodium plating, crystals, freshwater pearls or mabe pearls. It should be specified in product details for each piece.

Are the jewelry 'real'?

Yes, our jewelry is crafted with genuine materials, ensuring authenticity.

How do I find the right size?

Use our sizing guides to measure and select the perfect fit for rings, necklaces, and bracelets.

Handmade pieces

Handmade piece is carefully handcrafted and made-to-order, it will take longer to ship than our standard jewelry items. Please allow 8 weeks for your piece to be crafted and shipped. Once your order has been confirmed, you will receive an email with tracking information.

Timeline

Order Confirmation: Once you have placed your order, you will receive an order confirmation email.

Crafting Process: Your piece will be skillfully crafted by our artisans over the next 8 weeks.

Shipping: Once your piece has been crafted, it will be shipped to you and you will receive an email with tracking information.

Estimated Delivery Time: 8 Weeks

Your piece will be carefully packaged and shipped via a secure shipping method. We will keep you updated on the progress of your order and provide you with tracking information as soon as it is available.

All handmade pieces are eligible for freeshipping worldwide.

Shipping

Do you offer free shipping?

Yes, we offer free shipping for all min. orders of 120 EUR within EU and free shipping worldwide for all min. orders of 670 EUR.

Please feel free to reach out for us to see if we are able to offer you free shipping even if you don't meet the above 'requirements': info@luce-it.com

How long does it take shipping my package?

We usually ship your piece within 3 days, if not specified anything else; as with made-to-order pieces.

When your piece is shipped you will receive an e-mail confirmation with tracking details and estimated delivery dates.

When do I receive my piece?

When your piece is shipped you will receive an e-mail confirmation with tracking details and estimated delivery dates.

We usually ship your piece within 3 days, if not specified anything else as with made-to-order pieces.

How do I track my orders?

After placing an order, you will receive an confirmation e-mail and when your piece is ready you will receive a new e-mail with shipping details & tracking information.

What are my shipping options?

We partner with renowned couriers like DHL, UPS, and GLS to ensure your precious jewelry arrives safely and securely to your doorstep or selected pick-up point.

How is my package guaranteed?

Package Security and Insurance

Q: How do you ensure the package is secure?

A: At LUCÉ, we take the utmost care to ensure that your package arrives safely and securely. We use sturdy packaging materials to protect your jewelry from damage during transit. Our courier partners, DHL, UPS, and GLS, are renowned for their extensive experience and commitment to reliable delivery. They employ stringent protocols to safeguard your package throughout the shipping process.

Q: Is my package insured for arrival?

A: Yes, all LUCÉ shipments are insured for the full value of your purchase. This means that you are protected against loss or damage during transit. If your package is lost or damaged, we will promptly replace it with a new one.

Q: What if I receive a damaged package?

A: If you receive a damaged package, please refuse the delivery from the courier and contact our customer service immediately. We will work with you to investigate the issue and arrange for a replacement or refund if necessary.

Here are additional measures we take to ensure package security:

* All jewelry is carefully inspected before packing to ensure it is free of defects or damage.

* We use tamper-evident seals on our packages to prevent unauthorized access.

* We provide tracking information for all orders so you can monitor your package's progress.

We are committed to providing our customers with a worry-free shopping experience. When you order from LUCÉ, you can rest assured that your jewelry will arrive safely and securely.

Returns

How do I return my piece?

We offer return within 14 days after received order.

The piece needs to be returned in unused condition and same packaging as received in.

For returns, reach out for us: info@luce-it.com

*Please note that handmade products are not eligible for returns unless they arrive damaged or defective. This is due to the unique nature of handmade items and the inherent variations in their craftsmanship. If you have any concerns about the quality of a handmade product, please contact us before purchasing.

How do I exchange my piece?

We offer free exchanges within 7 days of received package.

Please reach out directly: info@luce-it.com and we will assist you in the process.

The returned item needs to be returned in unused condition and same packaging as received in.

How do I return/exchange a 'gift'?

We offer return within 14 days after received order and 7 days free exchanges.