Return & Withdrawal Policy

Important Notice:
All gold and jewelry produced by our company are custom-made, personalized, and non-returnable due to health and hygiene reasons as well as the risk of gemstone substitution or tampering. Once an item is delivered, it cannot be resold, and therefore, no returns, exchanges, or refunds are possible.
Compliance with European Consumer Law:
Under EU and Swiss consumer protection principles, consumers generally have the right to withdraw from online purchases within 14 days. However, this right does not apply to customized products or items that cannot be returned due to hygiene or safety reasons which includes our jewelry products.

Product Handling & Delivery:

All orders are carefully packed in special shock-proof boxes.
Each order includes a valid certificate of authenticity and an official gem invoice.
Orders are insured during transportation, and we are responsible only for packages that are lost, stolen, or damaged during shipping.

Sizing & Pre-Order Confirmation:

Please pay attention to rings sizes and product specifications when ordering.
We strongly recommend contacting us before purchase to ensure the selected product meets your requirements.
By completing your order, you acknowledge and agree that your purchase is final and non-returnable, and you accept our policy regarding custom and hygiene-protected jewelry.

SHIPPING POLICY

All shipping costs (from origin to destination) all over the world are done for free by our company.

Note that the name of the recipient must match the details of the bank payer. 

It is not possible to change the address after sending the order.

If the option to ship to your desired country is available at checkout, it means we ship to your country.  All international shipments may be subject to local destination taxes and/or duties.  This fee is related to the shipping fee collected by Lucentset at the time of purchase.  We are not responsible for charges declared as import duties or customs duties of your country and we cannot offer refunds or prepayments.  For any information about your country’s policies and restrictions on importing our products, please speak to your country’s customs office before ordering.  lucentset is not responsible for additional shipping time due to shipping company delays or customs suspension.

Shipping exceptions

During certain sales periods we experience an unexpectedly high volume of orders.  Even though we will do our best to adhere to shipping timelines in unforeseen circumstances where order volume is higher than usual, we reserve the right to expect additional delays due to high order volume. 

Issue Tracking

Once your order has been processed and shipped, you will receive a tracking number in your shipping confirmation email.
Lucentset remains responsible for the shipment until it is successfully delivered to the address provided by the customer.
If the tracking system confirms delivery to the correct address, Lucentset cannot be held responsible for packages that are unclaimed, unattended, refused, or stolen after confirmed delivery, unless reported within the notification period defined in our policies.
If the tracking information shows a carrier exception, delay, loss, or delivery failure, Lucentset will cooperate with the shipping carrier to open an official investigation and resolve the issue or arrange a replacement, subject to carrier confirmation and insurance approval.

FAQ

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…

How to protect your gold and platinum?

Gold can tarnish and scratch over time. To preserve the luster of your gold, avoid contacting your gold with household cleaners and bleaches, as these will discolor the gold and potentially damage it. We recommend that you keep your gold in a safe place while doing the following activities:

Household and outdoor work (such as cleaning and gardening)

When showering, bathing or swimming in pools, hot tubs, hot springs and the sea

Using lotion, hair dye, perfume and other cosmetics and creams

Exercising at the gym or doing contact sports
You can use only lukewarm water and soap or special gold polishes to make your gold shine.

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.