FREQUENTLY ASKED QUESTIONS

Is it safe to send and receive jewelry by post with Lucentset ?

 

All products purchased online from Lucentset are shipped through secure, insured jewelry transportation services.

Lucentset remains fully responsible for the goods until they are delivered to the customer’s designated address. The risk of loss or damage during transportation is borne by Lucentset and is covered by shipping insurance.
Once the shipment is successfully delivered and confirmed at the delivery address, responsibility for the goods is transferred to the customer, except in cases where damage, loss, or theft is reported within the notification period specified in our policies.

Do you ship to what countries?

We ship to all countries that FedEx & UPS & DHL ships to, with a few exceptions. All orders are processed Monday through Friday, excluding weekends and national holidays. Orders may take up to 48 hours to process. To avoid any shipping delays, please ensure that the billing information provided exactly matches the records of your credit card issuing bank. All orders are sent by special mail for jewelry and shipping insurance. It is not possible to change the address after sending.

What's your rules for lost, stolen and damaged items?

 

You must notify us within 48 hours of receiving your order if it is damaged, lost, or stolen by email or via our contact form. Timely notification is required in order to process any replacement or insurance claims.

Damaged Items:

If an item arrives damaged, you must provide visual evidence (photos) of the damage.
Damaged jewelry must be returned to us first. Once we have received the returned item and verified the damage, we will ship a replacement.
Customers are responsible for ensuring the safe return of the damaged item. Shipping costs for the return may apply depending on the situation and the insurance coverage.

Lost or Stolen Packages:

If your package is lost or stolen during shipment, we will open an investigation with the shipping company (FedEx or the carrier used).
Once a resolution and proof of loss is provided by the carrier, we will assist with replacement.

After the Notification Period:

Lucentset is not responsible for lost, damaged, or stolen items reported after 48 hours from delivery or for items damaged during normal use.

Important Note:

All replacements are provided only after the original item has been returned and inspected. This ensures both hygiene and authenticity, and is standard practice for high-value gold and gemstone jewelry.

What's the customer service email?

Orders@lucentset.com

If an item is sold out how can I put my name on the waiting list?

Once a product is sold out there is a section right below the product detailed page where you can input your email to be notified once we receive the new batch. It is highly recommended that you do this since the replacement items could sell out quick as well.

How to care for demantoid garnet stone?

Demantoid garnet is a rare and valuable gemstone known for its vivid green color and brilliant sparkle. To maintain its beauty and longevity, proper care is essential. Here are tips on how to maintain and care for demantoid garnet: Read more

Can I claim a tax refund for my online purchases?

Unfortunately, it is currently not possible to claim VAT for your online purchases.

Do I have to pay an additional fee when delivering my order?

You will not pay any additional costs at the time of delivery of your order. The prices announced on the website are inclusive of duties, taxes, insurance, and special carrier fees. Please note that the possible customs entry fees for countries outside the European Union are the responsibility of the buyer.

CONTACT US FOR ANY QUESTIONS