How can we help?
Find answers about our jewelry, materials, shipping, returns, gifting, and care. If you still need help, contact us at: support@luzyjewels.com
1. Our Jewelry
What is Luzia Jewels jewelry made of?
Most Luzia pieces are made from durable 316L stainless steel and finished with a genuine 18K gold PVD coating. This makes our jewelry waterproof, tarnish-free, and designed for everyday wear.
Some pieces may include additional materials such as cubic zirconia, freshwater pearls, or natural-inspired stones. You can always find the exact materials listed on each product page.
Is Luzia Jewels jewelry waterproof?
Yes. Our waterproof finish comes from the combination of high-quality stainless steel and 18k gold PVD coating.
PVD is a modern coating method that bonds the gold finish to the metal in a much more durable way than standard plating. The result is a long-lasting shine that is made to handle water, sweat, and everyday life.
You can wear your Luzia pieces in the shower, by the pool, at the beach, or during your daily routine without needing to take them off.
Is your jewelry hypoallergenic?
Yes. Our pieces are made with high-quality stainless steel, a material commonly chosen for its skin-friendly properties.
Luzia jewelry is designed to be comfortable for everyday wear, including for many people with sensitive skin or metal sensitivities.
Are your freshwater pearls genuine?
Yes. When a Luzia piece includes freshwater pearls, we use genuine freshwater pearls selected for their natural beauty, soft glow, and unique character.
Because pearls are natural, each one may vary slightly in shape, tone, and luster. That is part of what makes every piece feel personal.
How should I care for my jewelry?
Luzia jewelry is made for everyday wear, but a little care will help keep your pieces glowing for longer.
Cleaning tips:
- Gently wash your jewelry with water and mild soap.
- Use a soft cloth to dry and polish your pieces.
- Avoid abrasive cloths, harsh brushes, or strong cleaning products.
- Clean your jewelry regularly to remove residue from lotions, sunscreen, sweat, or saltwater.
Storage tips:
- Store your jewelry in your Luzia pouch or jewelry box when you are not wearing it.
- Keep pieces separated to avoid scratches.
- Make sure your jewelry is dry before storing it.
- Avoid storing pieces in a humid place for long periods.
Waterproof does not mean care-free, it means made for real life.
How is Luzia jewelry packaged?
Every Luzia order is prepared with beautiful gift-ready packaging.
Your order may include:
- A Luzia branded jewelry box.
- A soft pouch for each jewelry piece.
- A jewelry care card.
- A meaning card or brand insert.
Our packaging is designed to feel thoughtful, elegant, and ready to gift.
How do I determine my ring size?
You can find our ring size guide directly on each ring product page.
If you are unsure between two sizes, we recommend checking our size chart before ordering or measuring a ring you already own and love.
Do you offer necklace extenders?
Yes. If you would like to wear your necklace slightly longer or layer it with other pieces, you can add a chain extender to your order.
Our extenders are designed to give you more flexibility with your favorite Luzia necklaces.
Do you have a waitlist for sold-out items?
Yes. If a piece is sold out but planned for restock, you’ll see a “Notify Me When Available” option on the product page.
Simply enter your email, and we’ll let you know as soon as the piece is back.
My earring won’t click in. What can I do?
Huggies and clicker earrings may need a gentle adjustment over time to keep the clasp aligned.
If your earring is not clicking properly, try carefully adjusting the post so it lines up with the clasp. Please do this gently and avoid forcing the closure.
If you still need help, contact us with a photo or short video and we’ll be happy to guide you.
2. Order & Shipping
How much does shipping cost?
Shipping is free worldwide.
Every Luzia order includes free worldwide shipping and tracking, so you can follow your package from the moment it leaves us until it arrives with you.
Will I be charged customs duties or taxes?
No. Along with free worldwide shipping, duties and taxes are covered.
There are no extra import fees to pay when your order arrives.
What are the estimated delivery times?
Orders are typically processed within 1-2 business days.
Once your order has been shipped, delivery usually takes 5-15 business days, depending on your location.
Custom or personalized items may require an additional 3-5 business days before shipping.
You will receive tracking details by email as soon as your order is on its way.
Where do you ship?
We ship to the United States, United Kingdom, Canada, Australia, Europe, and most international destinations.
At this time, there may be a few countries we are unable to ship to due to carrier restrictions. If your country is not available at checkout, please contact us and we’ll do our best to help.
What is your order and shipping process?
After placing your order, you’ll receive a confirmation email with your order details.
Our usual process is:
- Order placed.
- Order confirmation sent by email.
- Order processing begins.
- Your pieces are prepared and packed.
- Your order is shipped.
- Tracking details are sent by email.
- Your order is delivered.
Most orders are processed within 1-2 business days. Customizable pieces may need an additional 3-5 business days.
Once shipped, delivery usually takes 5-15 business days, depending on your country and local carrier.
How do I track my order?
You can track your order using your order number and the email address used at checkout.
Your order status may move through the following stages:
Ordered → In Process → Ready To Ship → In Transit → Out For Delivery → Delivered
Once your order ships, you’ll receive a tracking link by email.
Can I cancel or change my order?
We begin processing orders quickly, so we cannot guarantee cancellations or changes once your order has been placed.
If you entered the wrong shipping address or need to make a change, contact us as soon as possible at:
We’ll do our best to help before your order is shipped.
I’m having trouble placing an order. What should I do?
If you are having issues at checkout, try the following:
- Refresh the page and check your internet connection.
- Try a different browser or device.
- Make sure your card is enabled for international payments.
- Try another payment method.
- Contact your bank if the transaction is being blocked.
If the issue continues, contact us at support@luziajewels.com and we’ll be happy to help.
My order is delayed. When will I receive it?
Delays are rare, but they can happen because of carrier issues, customs processing, weather, holidays, or other unexpected circumstances.
First, please check that your shipping address is correct, including apartment number, postal code, and phone number.
If your order has not arrived after 30 days, contact us at support@luziajewels.com and we’ll help investigate it for you.
My order says delivered, but I can’t find it. What should I do?
We’re sorry for the inconvenience.
If your tracking says delivered, we recommend checking:
- Around your delivery location.
- With neighbors.
- With household members.
- Your local carrier or post office.
Sometimes packages are marked as delivered slightly before they arrive. Please allow up to 3 business days for any updates.
If you still can’t locate your order, contact us within 7 business days at support@luziajewels.com, and we’ll guide you through the next steps.
There is a missing or incorrect item in my order. What should I do?
If your order arrived with a missing or incorrect item, please contact us within 3 business days of delivery.
Email us at support@luziajewels.com with:
- Your order number.
- Photos of the items received.
- A photo of the shipping label.
- A short description of what is missing or incorrect.
Our team will review the issue and help resolve it as quickly as possible.
I haven’t received my order confirmation. What should I do?
If you haven’t received your confirmation email, it may be because the email address entered at checkout was incorrect or the email went to spam.
Please check your spam or promotions folder first.
If you still can’t find it, contact us at support@luziajewels.com with:
- Your full name.
- Shipping address.
- Phone number used at checkout.
- Any other details that can help us locate your order.
3. Returns & Exchanges
What is your return and exchange policy?
Eligible items may be returned or exchanged according to our return policy.
Items must be unused, in their original condition, and returned with their original packaging.
Some items, including customized pieces, final sale items, earrings for hygiene reasons, free gifts, or promotional items, may not be eligible for return unless they arrive faulty or incorrect.
For full details, please visit our Returns & Exchanges page.
How do I start a return?
If your order is eligible for return or exchange, contact us at:
Please include:
- Your order number.
- The item or items you would like to return or exchange.
- The reason for your request.
Our team will guide you through the next steps.
How do I return a gift?
Gifts may be exchanged for store credit if they meet our return policy requirements.
To begin a gift return, contact us at support@luziajewels.com with:
- The customer’s email address.
- The order number.
- The item or items you would like to exchange.
If approved, we’ll help arrange store credit so you can choose something meaningful from Luzia.
How much is the return shipping fee?
Return shipping costs are the responsibility of the customer.
You may choose the courier that works best for you, such as your local post office, DHL, UPS, or another tracked service.
Please keep your tracking number as proof of return. We cannot guarantee receipt of returned packages without tracking.
4. Warranties
What does the Lifetime Color Warranty cover?
We stand behind the color and quality of our jewelry.
If your piece experiences a significant gold or silver color issue, you may submit a warranty claim at any time.
If your claim is approved, you may receive a replacement or store credit.
Store credit issued through a warranty claim is intended only for replacing the affected item. It is final sale and cannot be combined with discount codes.
Gifted jewelry may be eligible for store credit only. Warranty credit will be based on the original purchase amount after any discounts or promotions.
Items must be purchased directly from luziajewels.com. Please keep the damaged item, as it may be required for review. Luzia Jewels reserves the right to approve or deny any warranty claim.
Covered:
- Significant gold or silver color issues.
Not covered:
- Lost jewelry.
- Pearl discoloration.
- Normal wear and tear, including scratches or small marks.
- Damage caused by misuse.
- Damage caused by improper storage.
- Free gifts, mystery items, or promotional items.
To submit a claim, email support@luziajewels.com with:
- Your current shipping address.
- Your order number.
- The name of the damaged item.
- A description of the issue.
- Clear photo evidence.
What does the Broken or Faulty Item Warranty cover?
If your jewelry arrives faulty or breaks because of a manufacturing defect, you have 90 days from the delivery date to submit a warranty claim.
If approved, we will offer a replacement when available. If the same item is not available, store credit may be issued.
Customizable items are covered only for manufacturing defects or errors made by us. We cannot offer replacements or store credit for customer input errors, such as selecting the wrong letter, size, or spelling.
Store credit issued through a warranty claim is intended only for replacing the affected item. It is final sale and cannot be combined with discount codes.
Gifted jewelry may be eligible for store credit only. Warranty credit will be based on the original purchase amount after any discounts or promotions.
Items must be purchased directly from luziajewels.com. Please keep the damaged item, as it may be required for review. Luzia Jewels reserves the right to approve or deny any warranty claim.
Covered:
- Manufacturing defects.
Not covered:
- Lost jewelry.
- Normal wear and tear, including scratches or small marks.
- Damage caused by misuse.
- Damage caused by improper storage.
- Free gifts, mystery items, or promotional items.
To submit a claim, email support@luziajewels.com with:
- Your current shipping address.
- Your order number.
- The name of the damaged item.
- A description of the issue.
- Clear photo evidence.
- A short video if needed, especially for clasp or earring closure issues.
5. Payment
What payment methods do you accept?
We accept major payment methods, including:
- Visa
- Mastercard
- American Express
- PayPal
- Apple Pay
- Google Pay
- Shop Pay
Available payment options may vary depending on your country and checkout settings.
How does PayPal work at checkout?
When you choose PayPal, you’ll be redirected to PayPal to log in and review your payment details.
Once the payment is completed, you’ll be redirected back to luziajewels.com to finish your order confirmation.
How do I change the currency?
You can change your currency using the currency selector on our website.
Depending on your location, a pop-up may also appear to help you select your preferred currency.
Prices are converted from our main store currency and may vary slightly depending on exchange rates and your payment provider.
My payment wasn’t accepted. What should I do?
If your payment was declined, try the following:
- Use another browser or device.
- Make sure your card is enabled for international purchases.
- Try a different payment method.
- Contact your bank to approve the transaction.
If the issue continues, you may want to try again later in case it is a temporary payment error.
How are refunds processed?
Refunds are issued to the original payment method used at checkout.
Credit card refunds
Once your refund is processed by our support team, it usually takes 2-7 business days for the amount to appear, depending on your bank.
Debit Visa card refunds
Online purchases made with a Debit Visa card are usually processed as credit card transactions. Refunds normally take 2-7 business days to appear.
PayPal refunds
Once a refund is issued to your PayPal account, PayPal will send you a notification. It may take 2-7 business days for the funds to appear.
6. Gifting
Do you offer gift cards?
Yes. We offer digital gift cards with instant email delivery.
Luzia digital gift cards include instructions for use at checkout. They have no minimum order value and no additional processing fees.
How do I redeem my gift card?
To use your gift card, go to checkout and enter the gift card code in the discount or gift card box.
The gift card value will be deducted from your order total.
If there is any remaining balance, you can pay the rest using one of our accepted payment methods.
If your gift card is in a different currency, the value will be converted at checkout.
Do you offer gift wrapping?
Every Luzia order arrives in gift-ready packaging.
Your order may include a branded jewelry box, a pouch for each jewelry piece, and thoughtful brand inserts, making it ready to send directly to someone special.
We do not include pricing inside the package, so your gift can be sent directly to the recipient.
All you need to do is enter their name and shipping address at checkout.