At Lustrous Gem Sales Store, we take as much care in crafting our return policy as we do in selecting each gemstone for our jewelry collections. We want you to be completely delighted with your purchase of our exquisite accessories, handbags, and fine jewelry.

Our Return & Exchange Promise

We accept returns and exchanges within 15 days of receiving your order. All items must be in their original condition – unworn, undamaged, and with all original tags and packaging intact, just as you received them from our Boston atelier.

Non-Returnable Items

To maintain the highest standards of hygiene and quality, the following items from our collections cannot be returned or exchanged:

  • Earrings (for hygiene reasons)
  • Hair Accessories (once packaging is opened)
  • Cleaners & Care products (once opened)
  • Personalized items like Brighton’s Love Lockets with engraved details

How to Initiate a Return or Exchange

Our return process is as elegant as our charm bracelets – simple and thoughtful:

  1. Contact Us: Email our customer service team at [email protected] within 15 days of receiving your order. Use our template below to ensure we have all necessary details.
  2. Wait for Authorization: Our team will review your request and email you a Return Merchandise Authorization (RMA) number within 2 business days.
  3. Package Carefully: Securely pack your return using the original packaging if possible. Include all original tags, certificates, and packaging materials.
  4. Ship Your Return: Send your package to our Boston headquarters at the address below. We recommend using a trackable shipping method as we cannot be responsible for items lost in transit.

Return/Exchange Request Template

Subject: Return/Exchange Request – Order #[Your Order Number]

Email Body:
Dear Lustrous Gem Customer Service,

I would like to request a [return/exchange] for my order #[Your Order Number] placed on [Order Date].

Item Details:
– Product Name: [e.g., “Silver Charm Bracelet”]
– SKU/Item Number: [if available]
– Reason for Return: [e.g., “Size exchange needed”/”Not as expected”]

For exchanges, please specify your preferred replacement item.

I understand I will receive shipping instructions after this request is approved.

Sincerely,
[Your Full Name]
[Your Contact Number]

Return Shipping Information

Return shipping costs are the responsibility of the customer, except in cases where we sent the wrong item or it arrived damaged. For international returns, please note that any customs fees or import taxes are non-refundable.

Return Address:
Lustrous Gem Sales Store – Returns
1061 Massachusetts Avenue
Boston, MA 31626
USA

Refund Process

Once we receive and inspect your return:

  • Refunds will be processed within 3-5 business days
  • Your refund will be credited to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping fees are non-refundable unless the return is due to our error
  • For exchanges, we will ship your new item once the return is received and processed

Please note it may take additional time for your bank or credit card company to process and post the refund to your account.

Damaged or Incorrect Items

If your handbag or jewelry arrived damaged or incorrect, please contact us immediately at [email protected] with photos of the item and packaging. We will arrange for a prepaid return label and expedite your replacement, treating the matter with the urgency it deserves.

Our Quality Guarantee

Every piece from our collections – from delicate anklets to statement handbags – is crafted with meticulous attention to detail. If you’re not completely satisfied, we’re not satisfied. Our customer service team is available to ensure your Lustrous Gem experience sparkles from purchase to delivery and beyond.

For any questions about our returns policy, please contact our Boston team who will assist you with the same care we apply to selecting each bead for our spacer collections.