Refund policy
Return & Refund Policy
Last updated: 27 SEPT 2026
Order, Shipping & Returns Policy
At Maison Lumirèa, every creation is defined by an artisanal touch and thoughtfully crafted for each individual order. Gemstones are precisely selected and evaluated, with the handcrafting process beginning upon order confirmation. Every piece is exclusively created for your order and is not suitable for resale in its original form. Please review the following policy before completing your purchase.
Order Processing & Cancellation
All orders are prepared upon confirmation. Please ensure that your selections, sizing and delivery details are accurate before completing your purchase.
Cancellation requests are not available once production of a customised or made-to-order piece has commenced, except where cancellation rights apply under applicable law.
Returns & Exchanges
Due to the customised and made-to-order nature of our jewellery, where each piece is made specifically for the customer, returns and exchanges are not offered for change of mind, personal preference or incorrect size selection, except where required by applicable law.
Please review all product details and sizing information carefully before placing your order. For sizing assistance, email maisonlumirea@gmail.com with your measurement in centimetres, and we will recommend a fit before you buy.
Shipping & Delivery
All orders are shipped from Malaysia to selected international destinations. All orders are shipped tracked and insured.
Orders are typically dispatched within 30 days of purchase. Transit time is additional and varies by destination; allow approximately 3 to 5 business days within Malaysia and 7 to 21 business days internationally after dispatch.
Shipping fees are calculated at checkout. Tracking details will be provided upon dispatch.
Delivery times are estimates and may vary due to courier operations, customs clearance or circumstances beyond our control.
Customers are responsible for providing accurate and complete shipping information. We cannot redirect a parcel once dispatched. Additional shipping fees may apply to parcels returned due to an incorrect address, unsuccessful delivery or failure to collect.
International Duties & Taxes
Customs duties, import taxes and other charges imposed by the destination country are the customer's responsibility, unless otherwise stated at checkout.
Customers are responsible for complying with applicable import requirements in their destination country.
Damaged, Faulty or Incorrect Items
Every piece is carefully inspected before dispatch.
We strongly recommend recording a video while opening your parcel. In the event of a damage, fault or discrepancy claim, unboxing footage can provide helpful evidence and may assist us in resolving the matter more efficiently.
If your order arrives damaged, faulty or incorrect, please contact us as soon as possible after delivery at maisonlumirea@gmail.com with your order number, clear photographs, any available unboxing, and a brief description of the issue.
We will review the matter and provide an appropriate resolution in accordance with applicable laws. This applies regardless of the returns and exchanges terms stated above.
Lost or Undelivered Parcels
All orders ship tracked and insured. If tracking has not updated for an extended period, or your parcel is confirmed lost, contact us and we will work with the carrier to resolve the matter.
We cannot accept responsibility for parcels delivered to an incorrect or incomplete address provided at checkout.
Natural Gemstone Characteristics
Each natural gemstone is unique. Variations in colour, transparency, inclusions, patterns and texture are natural characteristics and are not, in themselves, considered defects.
Subtle differences in product details and appearance may also occur due to the natural character of the materials, lighting, photography and individual screen settings.
Refunds
Where a refund is approved or required under applicable law, it will generally be processed through the original payment method.
Processing times may vary depending on the payment provider.
Jewellery Care & After-Sales Support
Should you experience any issues with your jewellery, please email maisonlumirea@gmail.com with your order number and clear photographs.
All enquiries will be reviewed individually, and our team will advise on the appropriate next steps.
Any repair arrangements and associated shipping costs will be confirmed in advance.
Statutory Rights
Nothing in this policy affects or limits any statutory consumer rights that apply to your purchase.
Contact Us
For all order, shipping, return and refund matters, please email maisonlumirea@gmail.com with your order number. For general enquiries, you may also reach us through our official social media channels.