You may cancel your order at any time prior to shipment. There is no charge for cancellation. To cancel an order, email us at CustomerService@LumeraDiamonds.com or call 1-888-6LUMERA. Please include your order number in the email. If your order has already been shipped, you may return it per the guidelines below.
Lumera has the lowest return rate of any online jewelry retailer; less than 3% of purchases are returned. This is a direct result of the care taken with each customer to make sure we choose the right diamond the first time. If you are not satisfied for any reason, you may return or exchange your diamond within 30 days of the order date and receive the full value of your diamond purchase. Lumera has never refused a return received within the 30 day window.
Please remember that the custom solitaire setting Lumera offers is not returnable. The diamond is, but the setting itself is not.
Each returned or exchanged diamond must be in its original condition. Items which have been altered or damaged may not be returned or exchanged. Please allow up to 3 days from the day you return your item until your refund is credited. Please understand that after your refund is credited, your card issuer may require additional time before the refund is reflected in your account statement. Delivery fees, charged for international orders, are not refundable.
First, contact Lumera Diamonds at returns@LumeraDiamonds.com. Please include your order number. Within one business day you will receive a return authorization number and a return address.
Second, package your return. Remember to include the item, box, and certificate, all in their original condition. Returns without the original GIA grading report can not be accepted. Package everything securely to reduce movement during shipment, and seal the box. For security during shipment, do not include the name Lumera Diamonds anywhere on the outside of your package, and do not mark the box with terms such as fragile, valuable, etc.
Next, insure and ship your package. If your original purchase was under $500, you may ship it via any carrier. Be sure to insure your package for its full purchase price, and request a return receipt so that you will have confirmation when your package is delivered.
If your original purchase was over $500, ship your package via U.S. Postal Service Registered Mail, insured for its full purchase price. FedEx and UPS will not insure packages over $500 (The declared value is not the insured value. Declaring a package value over $500 with FedEx or UPS provides no insurance). Be sure to ask the Post Office for a return receipt, so that you will have confirmation when your package is delivered.
Insuring your package is important for your own protection. Lumera is not responsible for packages that are never received, or are damaged in transit.
You will be contacted by Lumera immediately upon receipt of your package, and again once your refund/exchange is processed.
If you have questions about a return, exchange, or cancellation, please call 1-888-6LUMERA or contact us at CustomerService@LumeraDiamonds.com. You can also chat online; a representative will usually respond immediately during store hours.
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