FAQ

1. How long does it take to receive my personalised photo jewellery?

Our processing time for personalised photo jewellery is 2-3 business days. After that, shipping times may vary depending on your location. Estimated shipping times range from 10-15 business days.

2. Can I return or exchange my personalised photo jewellery?

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. However, since our jewellery are personalised, we do not accept returns or exchanges unless the item is defective or damaged. It's important to note that damaged items in this context do not include blurry photos caused by low-quality originals or damage caused by excessive wear. If you believe your jewellery is defective or damaged, please contact us at info@lumiloveslockets.co.uk and we will evaluate the issue and make it right.

3. How do I provide the photo for my personalised jewellery?

Please follow the instructions to upload your photo while placing your order. We recommend using a high-quality square photo with at least 1000 x 1000 pixels for the best results.

4. Can I add text or a message to my personalised jewellery?

Currently, we only offer personalised photo jewellery without additional text or messages.

5. How do I care for my personalised photo jewellery?

To keep your personalised photo jewellery looking its best, we recommend avoiding exposure to harsh chemicals, perfumes, and excessive moisture. When not in use, keep the jewellery in a cool and dry place.

6. Can I cancel or modify my order?

Once an order is placed, we start processing it immediately to ensure timely delivery. Therefore, we are unable to cancel or modify orders once they have been placed. Please double-check your order details before completing the purchase.

7. What if my package is lost or stolen?

We are not responsible for lost or stolen packages. If you believe your package is lost or stolen, please contact the shipping carrier to file a claim. However, if you encounter any issues, please reach out to us at info@lumiloveslockets.co.uk, and we will assist you to the best of our abilities.

8. How can I contact customer support?

If you have any further questions or need assistance, please don't hesitate to contact our customer support team at info@lumiloveslockets.co.uk. We are here to help and will respond to your inquiry as soon as possible.