Refund Policy
REFUND POLICY
This Refund Policy ("Policy") sets forth the guidelines and conditions governing refunds for purchases made from LUXIIVA ("Seller"). By placing an order with LUXIIVA, you ("Customer") recognize and accept the terms of this Policy.
PERSONALIZED AND MADE-TO-ORDER ITEMS
Some LUXIIVA pieces are made individually to your specification after you order — anything where you type a name into the personalization box, or upload a photo. These include custom name necklaces, name bracelets, name rings, name anklets, engraved pieces and photo pendants.
Because these carry your chosen name, initials, photo or date, they cannot be resold or restocked.
Personalized items are final sale. We cannot accept returns or exchanges for change of mind, for a spelling submitted at checkout, or for a size or metal colour chosen at checkout.
Please check your spelling, font, metal colour and size carefully before ordering. You confirm these when you place your order.
READY-TO-SHIP ITEMS
Ready-to-ship items are held in stock and dispatch within 1 business day. This includes pieces where you choose a single letter from A to Z, since every letter is stocked rather than made to order.
Ready-to-ship items may be returned within 2 days of delivery, provided they are unworn, undamaged and in their original packaging.
- Return shipping is paid by the customer
- Refunds are issued to the original payment method within 5-7 business days of us receiving the item
- Earrings and other pierced jewelry cannot be returned once worn, for hygiene reasons
We do not issue store credit. Approved refunds are returned to the original payment method.
DAMAGED, DEFECTIVE OR INCORRECT ITEMS — ALL PRODUCTS
If your item arrives damaged, defective, or is not what you ordered, we will replace it at no cost to you. This applies to personalized items as well as ready-to-ship items.
Contact support@luxiiva.com within 48 hours of delivery with:
- Your order number
- Clear photos or video showing the issue
- For an incorrect item, a photo of what you received
We'll confirm next steps within 1-2 business days. Where a return is required we provide a prepaid label. Where it isn't, we ask you to keep or dispose of the item and we ship a replacement.
If a replacement is unavailable, we will refund you to your original payment method.
CANCELLATIONS AND CHANGES
Personalized orders can be changed or cancelled within 24 hours of ordering. After that, production has usually begun and we cannot guarantee changes.
Ready-to-ship orders can be cancelled any time before dispatch.
DELIVERY TIMES
- Ready to ship: dispatched within 1 business day, delivered in 5-10 business days within the US
- Personalized and made to order: 2-3 weeks to handcraft, plus 5-10 business days for delivery — around 3-5 weeks in total
These are estimates. Customs and carrier delays are outside our control. If your order passes the estimate, contact us and we'll investigate.
LOST OR STOLEN PACKAGES
LUXIIVA is not responsible for packages lost or stolen after they are marked delivered by the carrier. Report a lost or stolen package to support@luxiiva.com within 2 days of the incident. No refund or credit is issued for packages the carrier has marked as delivered.
UNDELIVERABLE ORDERS
If an order is returned to us because of an incorrect or incomplete address, we can re-ship it for a $10 fee. Please check your address at checkout.
SHIPPING COSTS
- Free standard shipping on US orders over $120
- Orders under $120 pay a $7.99 standard shipping fee
- Original shipping charges are not refunded
Questions? Email us at support@luxiiva.com and we'll get back to you within 1-2 business days.