FAQ
General Questions
Do you offer jewelry customization services?
We offer a service called “White Gloves” where a
our expert will make a video call with you and you will have 360° support,
For May information click here .
How can I contact you for further information?
For any information you can click here or send
an email to info@lumieternal.com
Do you have a loyalty program?
Yes, we have a loyalty program for our most customers
loyal, in fact you just need to make some purchases to get the "Bronze" badge,
“Silver” or “Gold”; you also have the option to purchase our subscription
“Diamond” which will allow you to receive great benefits.
How can I sign up for your newsletter?
To subscribe to our newsletter, simply go to the bottom of the page or
click here !
Product Information
Do you offer warranties on your products?
A "consumer" buyer is assisted by the Legal Guarantee on consumer goods, which covers defects in conformity that appear within 24 months from the date of delivery of the goods.
How can I find out my ring or bracelet size?
To find out the measurements of the ring or bracelet you want you can click here !
Is your jewelry hypoallergenic?
Yes, gold is a hypoallergenic material!
Orders and Payments
Can I modify or cancel an order after placing it?
You can only modify or cancel the order until you receive the second confirmation email, after which it will no longer be possible.
Do you offer financing or installment payment options?
It's not possible to pay with financing yet, but you can use Klarna, PayPal and ScalaPay to pay in 3 stress-free installments!
Will I receive a confirmation of my order?
You will receive a total of 3 emails:
- Confirmation of order entry
- Production confirmation
- Shipping tracking
Shipping and Delivery
What are the shipping costs?
There are no shipping costs!
Do you offer express shipping options?
For customers who purchase our "Diamante" subscription, delivery is expected within 72 working hours, while the standard delivery can be 5 days.
What should I do if my order arrives damaged or doesn't arrive at all?
If your order arrives damaged, simply send an email to info@lumieternal.com with photos of the product and we will send you instructions to send it back to us!
If your order does not arrive, simply send an email to info@lumieternal.com with your order number and shipping address and we will contact the carrier for you.
Returns and Refunds
Can I exchange a jewel purchased online for another?
You can return your item and buy another one!
Can I return a personalized jewel?
The Consumer Code (Legislative Decree 206/2005) establishes that the right of withdrawal does not apply to personalized products purchased online. More precisely, article 59, letter s, of the Consumer Code excludes the right of withdrawal for goods made to measure or clearly personalized.
So it's not possible.
Customer service
How can I contact customer service with questions or problems?
To contact support you can send an email to info@lumieternal.com or fill out this form .
Do you organize special events or promotions for online customers?
Once a month on the site you will find the wheel of fortune where you can win fantastic prizes! Clearly the date will be advertised on all social media, so don't be afraid and follow us to stay updated!