Last Updated: 04.11.2024

Thank you for shopping with Luxagem – Luxury Handmade Jewelry. We strive to provide quality products and a seamless shopping experience. Please read our Shipping and Returns Policy carefully, as it outlines important terms for processing, delivery, returns, and exchanges.

Shipping Policy

1. Processing Time

Orders are processed within [1-3] business days after payment confirmation. During peak times, processing may take longer; any delays will be communicated promptly.

2. Shipping Rates and Delivery Times

Shipping costs are calculated at checkout and depend on location and shipping method selected.

Estimated delivery times:
Standard Shipping: [5-10 business days]
Express Shipping: [2-5 business days]
Delivery times are estimates and may be affected by delays from the shipping carrier.

3. International Shipping

We offer international shipping to select countries. Customers are responsible for any customs duties, taxes, or fees imposed by their country.
Customs procedures may delay delivery beyond our control.

4. Tracking and Delivery

Once shipped, you will receive a tracking number to monitor your order’s progress.
Risk of Loss: The risk of loss and title for products pass to you once we hand over the package to the carrier. We are not responsible for packages lost or damaged in transit.

5. Failed Deliveries and Incorrect Addresses

Please ensure that all shipping information is accurate. We are not liable for incorrect or incomplete addresses.
If a package is returned due to an incorrect address or delivery failure, additional shipping charges may apply for re-delivery.

Returns Policy

1. Eligibility for Returns

Returns are accepted only for defective products or incorrect items sent by us. Return requests must be made within [number of days, e.g., 7-14] days of delivery.
Returned items must be unused, in original packaging, and in the same condition as received. Items that do not meet these conditions are not eligible for return.

2. Non-Returnable Items

The following items are non-returnable:
Final Sale Items: Products marked as “final sale.”
Custom Orders: Custom or personalized items.
Gift Cards: Gift cards cannot be returned or refunded.

3. Return Process

To initiate a return, contact our Customer Service team at [Contact Email/Phone Number] with your order number and reason for return.
Once approved, we will provide return instructions. Unauthorized returns may not be accepted.

4. Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to an error or defect on our part.
We recommend using a trackable shipping method for returns, as we cannot guarantee receipt of returned items.

5. Refunds

Refunds will be issued once we receive and inspect the returned item. Refunds are credited to the original payment method within [7-10 business days].

Shipping fees are non-refundable unless the return is due to our error.

Exchange Policy

1. Eligibility for Exchanges

Exchanges may be accepted on a case-by-case basis and are generally limited to situations where the wrong item was sent or if a size adjustment is needed (where applicable).
Exchange requests must be made within [number of days, e.g., 7-14] days of delivery and are subject to product availability.

2. Condition of Items for Exchange

Items must be unused, in their original packaging, and in the same condition as when received. Items not meeting these conditions will not qualify for exchange.

3. Exchange Process

Contact our Customer Service team at [Contact Email/Phone Number] to request an exchange.
Once approved, the original item must be returned to us at your expense, unless the exchange is due to an error on our part.
We reserve the right to issue a store credit instead of a direct exchange in certain cases.

4. Shipping Costs for Exchanges

For exchanges not due to an error by us, the Customer is responsible for both the return shipping of the original item and the shipping cost for the replacement item.
Any additional costs for the replacement item will be communicated and must be settled before dispatch.

5. Limitations and Discretion

We reserve the right to decline an exchange request if it does not meet our eligibility criteria or if it is deemed unreasonable. In cases where an exchange is not possible, a store credit may be offered at our discretion.

Damaged or Defective Items

If your product arrives damaged or defective, please contact us within [3-5 days] of delivery with photos and a description of the issue. We will assess the situation and determine the appropriate resolution, which may include a replacement or refund at our discretion.

Contact Information

If you have any questions or concerns regarding our Shipping and Returns Policy, please contact us at:

Luxagem – Luxury Handmade Jewelry

219/2 Asoke Tower3, 2nd Floor ( Soi Asoke ), Khlong Toei Nuea, Bangkok, 10110, Thailand
Email: info@luxagemjewelry.com