FAQs

For customer service enquiry’s please email;

info@lustreoflondon.co.uk

or telephone;

0203 951 9571

Our Phone Lines are open between 9:00am - 7:00pm

Our Lustre of London customer service team operates from Monday to Friday, between 8:00 am and 6:00 pm. We strive to respond to emails within four hours during these hours. Emails received outside of our operating hours will be attended to promptly on the following working day. Your inquiries are important to us, and we aim to provide timely assistance to ensure your satisfaction.

At present, we do not maintain a physical retail store; our operations are exclusively online-based. Should you require additional images or further product details, please don't hesitate to reach out to us. Our dedicated team is readily available to assist you in any way possible, ensuring you have all the information you need to make informed decisions about your purchase. Your satisfaction is our priority, and we're here to provide a seamless shopping experience tailored to your needs.

If you find yourself needing to update any details on your order, such as your shipping address, desired item, or quantity, please do not hesitate to reach out to us. You can easily get in touch with our dedicated customer service team via email, telephone, or live chat. We're here to provide you with personalised assistance and ensure that any changes you require are promptly and accurately processed. Your satisfaction is our top priority, and we're committed to ensuring that your shopping experience with us is smooth and hassle-free.

Once your order has been placed you will receive an order confirmation email from "Lustre of London". Your order number will be located at the top of your confirmation email.

Please check your spam/junk inbox, as occasionally your email provider may reroute our emails there.

Should you still be unable to locate your confirmation email, it's possible that an incorrect email was entered. In this case, please get in touch via email or telephone to update the details on your order.

If you would like to change the item ordered please get in touch as soon as possible to let us know the new SKU number of the item you would like your order to be updated to. We can simply update your order and either collect the remaining balance, via payment link or refund the difference of the items. This is a simple process, just make sure you have your order number and relevant order details to hand.

All in stock items will be dispatched within 1-2 working days. You will be receiving a tracking number as soon as your order has been dispatched.

All orders destined for the UK are dispatched via Royal Mail. Depending on the chosen service, your order typically arrives within 1-2 working days once your tracking number been received.

If the item is out of stock, you'll receive an email within 1 working day, informing you of the unavailability of the purchased item. We'll provide an estimated delivery date, and if needed sooner, we typically offer an in-stock alternative. Should this option not meet your needs, we can promptly cancel your order. However, we strive to find a suitable solution for every customer's satisfaction. Your convenience and contentment are always our top priorities.

Yes, we are proud to offer delivery to most countries around the world! Delivery costs vary depending on the location, and the final cost is calculated at the checkout once you provide your delivery address.

At Lustre of London, we're dedicated to ensuring your order arrives in time for those special moments. If you have a specific date in mind for your order, please don't hesitate to let us know. Our friendly team is here to assist you and provide guidance on delivery dates, working tirelessly to meet your deadline.

Orders within the UK will be sent with "Royal Mail 1st Class Signed For" or "Royal Mail Tracked 24/48"

We exclusively use tracked and insured delivery services for your peace of mind. With these services, you can rest assured that your order is not only tracked every step of the way but also insured, providing an extra layer of security and protection for your valuable items.

International orders can be sent with a variety of services, depending on the destination and value of your order. Our Most common services include

- Royal Mail International Tracked and Signed

- Fedex

- DHL

For both domestic and international orders, we utilise a tracked and signed-for service, ensuring secure delivery. Additionally, all shipments are insured, providing you with peace of mind throughout the delivery process.

All Import taxes and duty fees are not covered by Lustre of London.

Please note that your country's customs office will notify you of any duties or taxes applicable to your jewellery order. It's essential to stay informed about these potential charges, as they may vary depending on your location and the value of your order. We recommend contacting your local customs office for further information regarding any duties or taxes that may apply to your specific order.

Should you find that your order has encountered a delay, several factors could potentially be contributing to this situation;

The Item you have purchased is not current in stock. - At Lustre of London we do our best to hold stock of the most popular items and sizes. Unfortunately, due to large stockholding requirements it is not possible to hold all items in stock and some pieces of jewellery will have to be made to order. We will always inform you if this is the case and also let you know of an estimated delivery date before we start working on your order.

Your order has been dispatched as scheduled, but there are delays with the courier. - While we strive to ensure timely delivery, unforeseen circumstances with the courier may arise. If your order has not been delivered by the specified date, rest assured that we will liaise directly with the courier for an update. We are committed to keeping you informed and will promptly relay any information we receive from the courier regarding the status of your delivery.

In the UK, specific requirements must be met for jewellery to be hallmarked. An item must reach a predefined weight to legally necessitate a hallmark, ensuring authenticity and quality. Rest assured, any item that is legally required to bear a hallmark will indeed have one, as it serves as a guarantee of its authenticity and compliance with regulatory standards.

The London Assay Office decides where to hallmark a piece of jewellery and this will usually be in a discrete location so it cant be seen when being worn, for example on the inside band of a ring.

While some items may not legally require a hallmark, they may not have one as the hallmarking process adds a small lead time to the manufacturing process and comes with an additional cost. At Lustre of London, we prioritize passing on savings to our customers. Therefore, if an item does not require a hallmark, you may notice a reduction in cost. Rest assured, regardless of whether an item is hallmarked, our commitment to quality and customer satisfaction remains unwavering.

No, although we would love to meet you, unfortunately, we are unable to accommodate direct order pickups from our offices. This policy is in place due to insurance and logistics considerations.

At Lustre of London we understand the challenges or ordering jewellery online, thats why we offer a 30-day money back guarantee. All in stock orders are backed by this guarantee meaning you have up to 30 days from the date of delivery to return or exchange your order.

Jewellery pieces which are made to order are generally excluded from our 30 day money back guarantee. This would include ring sizes smaller than a size "J" and larger than a size "Q" as they would be considered "outsized and would need to be specially made.

Rest assured that before your item is handcrafted we will always inform you if your order is not covered by this guarantee and do our best to accommodate for any specific circumstances.

Mistakes happen, thats why all rings sizes J-Q will be backed by our 30-day money back guarantee. This means your ring can be exchanged free of charge up to 30 days after the date of delivery.

If the 30-day exchange period has passed, we can offer resizing depending on the style of ring.

If you are interested in having your ring resized, please reach out to our friendly customer support team where they can advise further.

Lustre of London is unable to cover the cost of return postage for both national and international orders. Therefore, customers are responsible for all expenses associated with the return and insurance coverage of their orders.

Once your order has been received back at our offices your refund will be issued within 1 working day.

Depending on your payment method it can take between 1-5 working days to receive the payment back in your account.

If it has been more than 6 working days since your return was received and you have not yet received your refund, please don't hesitate to contact us via email, telephone, or live chat. One of our agents will be more than happy to assist you and look into this matter further.

Certainly! All orders are eligible for cancellation before dispatch. To cancel an order prior to dispatch, please contact us via email, live chat, or telephone. Ensure you have your order number and relevant details ready when speaking to one of our customer service team members. We're here to assist you every step of the way and make the cancellation process as seamless as possible.

At Lustre of London, we are dedicated to delivering the most precise information regarding our product specifications. It's important to note that since all our jewellery is meticulously handcrafted, there may be a slight discrepancy of up to 10% in carat weight and sizes for some items. We strive for accuracy in all aspects of our products and appreciate your understanding as we ensure each piece meets our high standards of craftsmanship and quality.

Rest assured, all jewellery from Lustre of London is nickel-free and compliant with official European standards. We prioritize the quality and safety of our products to ensure they meet the highest standards, providing you with peace of mind and confidence in your purchase.

Absolutely! One of the wonderful aspects of handmade jewellery is our flexibility to accommodate specific requirements or alterations to designs. Feel free to contact our customer service team with any bespoke requests, and we'll be delighted to assist you.

Please bear in mind that custom-made items are non-returnable as they are crafted to your specifications.