Refund policy

Returns & Refunds

Every order is inspected before it ships. If something is wrong with your order, we will put it right. Please read this page before requesting a return — it explains what we cover and what you'll need to do.

Start here: contact us first

All returns must be authorised before anything is sent back. Email contact@lupeoro.com within 30 days of delivery with:

Your order number
What the issue is
Clear photos of the item and its packaging

We review every request individually and reply within 1 business day. Items sent back without prior authorisation cannot be refunded.

If the item is damaged, faulty, or not what you ordered

This is on us. Send us photos and we will send a replacement or issue a full refund — you keep the original piece, and you pay nothing. No return shipping, no forms, no argument.

If you've changed your mind

We accept returns within 30 days of delivery, provided the piece is:

Unworn and unused
In its original packaging, with all tags and inserts

Please note:

You are responsible for return shipping. We'll give you the returns address when we authorise the return.
Original shipping charges are not refunded.
Your refund is issued after we receive and inspect the item. If it arrives worn, damaged, or incomplete, we may decline the refund or reduce it to reflect the loss in value.
We recommend a tracked service. We can't refund a return we never receive.

Refunds are reviewed, not automatic

We assess each request on its merits. Requests that fall outside this policy — for example, items returned after 30 days, worn pieces, or returns sent without authorisation — may be declined. If we can't approve a refund, we'll tell you why.

Talk to us

If your situation falls outside this policy but you're not happy with your order, email us anyway. We would far rather hear from you and work something out than have you walk away disappointed.

Tell us what happened and what you were hoping for. We look at every message individually and will do what we reasonably can to put it right.

Final sale

The following cannot be returned or refunded unless they arrive damaged or faulty:

Personalised or engraved pieces
Made-to-order and custom designs
Gift cards
Earrings that have been worn, for hygiene reasons

How long refunds take

Once approved, we process refunds to your original payment method within 2 business days. Your bank or card issuer may take a further 5–10 business days to show it.

Cancelling an order

Orders can be cancelled free of charge any time before dispatch — email contact@lupeoro.com with your order number. Once a parcel is in transit, the returns process above applies.

Gold-plated finishes

Our pieces are gold plated (oro laminado), gold-tone stainless steel or gold-tone finished base metal — never solid gold. With daily wear, water, perfume and sweat, a plated finish can wear or darken over time; that is normal for plated jewelry. If you notice visible fading or discoloration with normal wear within 30 days of delivery, email us photos and we will exchange the piece (or refund it if it is no longer in stock). After 30 days, please see our materials and care guide. Set stones are cubic zirconia, enamel or shell, not diamonds or precious gems.