Returns & Exchanges

Shop with confidence. We make returns simple and transparent.

Return & Exchange Policy

Eligible jewelry may be returned or exchanged within 30 days of delivery. Loose lab-grown diamonds may be returned within 15 days of delivery.

To request a return or exchange, please contact us at truelustrejewelry@gmail.com with your order number and the reason for your request.

All returns must be approved by TrueLustre before being shipped back.

Once your return request has been approved, we will provide you with the return address and shipping instructions by email.

Please do not send any package to an address listed on our website unless it has been specifically provided by our Customer Service team for your return.

Return Requirements

To be eligible for a return or exchange:

  • The item must be unworn, undamaged, and in its original condition.
  • The original packaging must be included.
  • All certificates, tags, and documentation must be returned with the item.
  • The item must not have been resized, engraved, altered, or modified.
  • The return must be approved by TrueLustre before shipment.
  • Returns requested after the applicable return period may not be accepted.

For diamonds accompanied by a grading certificate, the original certificate must also be returned.

Non-Returnable Items

The following items are not eligible for return or exchange:

  • Jewelry made specifically to your specifications or personalized for you
  • Engraved jewelry
  • Resized or modified jewelry
  • Special-order items
  • Items showing signs of wear or damage
  • Items marked as Final Sale

Return Shipping

For returns due to change of mind, personal preference, or incorrect size, the customer is responsible for the return shipping costs.

For items that are defective, damaged upon arrival, incorrect, or different from the original order, please contact us before shipping the item back. We will provide an appropriate solution.

All international returns must follow the shipping instructions provided by TrueLustre.

Customers are responsible for ensuring that returned packages are securely packed, fully insured, and trackable. Return shipping costs paid by the customer are non-refundable.

Refunds

Once we receive your returned item, it will be carefully inspected.

Approved refunds are normally processed within 5–7 business days after the returned item has been inspected and approved.

Refunds will be issued to the original payment method used for the purchase.

After the refund has been issued, your bank or payment provider may require additional time to process the funds.

Original shipping charges, customs duties, taxes, and import fees are generally non-refundable, except where required by applicable law.

If a returned item does not meet our return requirements, the return may be rejected. Where applicable, the item may be returned to the customer at the customer’s expense.

Exchanges

If you would like to exchange an eligible item, please contact us before returning it.

For a faster exchange, we may recommend returning the original item for a refund and placing a new order.

If the replacement item has a different price, the price difference will be charged or refunded accordingly.

Exchange requests are subject to the same eligibility requirements as returns.

 

How to Return Your Order

1. Contact Us
Email us at truelustre@gmail.com with your order number and return request.

2. Get Approval
Our Customer Service team will review your request and confirm eligibility.

3. Receive Return Instructions
Once approved, we will provide the return address and shipping instructions by email.

4. Ship Your Item
Please ship your approved return within 7 days of receiving our return instructions and keep your tracking information.

5. Inspection & Refund
Once received and inspected, approved refunds are normally processed within 5–7 business days.

Important Notice

Because diamonds and jewelry are high-value products, all returned items are carefully inspected before a refund or exchange is approved.

Please do not ship your return until you have received return authorization and return instructions from TrueLustre.

TrueLustre is not responsible for packages sent to an incorrect or unauthorized address.

Need Help?

If you have any questions about our return or exchange policy, please contact us:

TrueLustre Customer Service
Email: truelustre@gmail.com

Please include your order number in your email so that we can assist you more quickly.

Our Customer Service team will be happy to assist you.

Your statutory consumer rights remain unaffected by this Return & Exchange Policy. Nothing in this policy is intended to limit or exclude any rights or remedies available to you under applicable consumer protection laws.

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