At Lustre Jewelry Shop, we’re committed to making your jewelry shopping experience as sparkling as our pieces. Below you’ll find answers to our most commonly asked questions about our products, delivery, returns and more.

Our Products

What types of jewelry does Lustre offer?
We specialize in fine jewelry including engagement rings, promise rings, cocktail jewelry, tennis bracelets, and colored gemstone pieces. Our collections like NOA, STELLA, and THE BRIDAL EDIT offer curated selections for different styles and occasions.
Are your diamonds ethically sourced?
Absolutely. Our GENTLE DIAMONDS collection features responsibly sourced stones, and we’re committed to ethical practices across all our materials.
Do you offer customization for engagement rings?
Yes! Our CHOOSE A RING section allows you to select from various settings and stones to create your perfect ring. For more extensive customizations, please contact our team.

Ordering & Payments

What payment methods do you accept?
We accept Visa, MasterCard, JCB, and PayPal for secure, convenient checkout.
Is my payment information secure?
Your security is our priority. We use industry-standard encryption for all transactions and never store your full payment details.
Can I modify my order after placing it?
We process orders quickly to ensure fast delivery. If you need to modify an order, please contact us immediately at [email protected] and we’ll do our best to accommodate your request.

Shipping & Delivery

Where do you ship?
We proudly offer worldwide shipping, excluding some remote areas and parts of Asia. All orders are dispatched from our Chichester studio within 1-2 business days.
What are my shipping options?
Standard Shipping (£12.95): Via DHL or FedEx, delivered in 10-15 business days with full tracking.
Free Shipping: For orders over £50 via EMS, delivered in 15-25 business days with basic tracking.
How will my jewelry be packaged?
Every piece is carefully inspected and lovingly packaged in our signature gift box – perfect for gifting or treating yourself.
Can I track my order?
Yes! Standard shipping includes full tracking, while free shipping includes basic tracking. You’ll receive tracking information once your order is dispatched.

Returns & Exchanges

What is your return policy?
We want you to love your Lustre piece. If you’re not completely satisfied, you may return unworn items in their original condition within 15 days of receipt for a refund or exchange.
How do I initiate a return?
Please email our customer service team at [email protected] with your order details. We’ll provide return instructions and address based on your location.
Are there any items that can’t be returned?
For hygiene reasons, earrings cannot be returned unless faulty. Custom or engraved items are also final sale.
When will I receive my refund?
Once we receive and inspect your return, we’ll process your refund within 5 business days. The timing depends on your payment method and bank processing times.

Customer Service

How can I contact customer service?
Our team is happy to help at [email protected]. We typically respond within 24 hours.
What are your business hours?
Our Chichester studio is open Monday-Friday, 9am-5pm GMT. Emails are monitored during these hours, with responses sent within 24 hours.
Do you offer gift wrapping?
All our jewelry comes beautifully presented in our signature gift box at no additional charge – perfect for special occasions.

Still have questions? Our sparkling customer service team is always here to help at [email protected].

Because every jewelry story deserves a beautiful beginning – and ending.