Returns & Refund Policy

At Luvore (luvore.co.uk), our commitment is to ensure you are thoroughly delighted with your purchase. Whether you are acquiring an exceptional fine jewellery piece, an engagement ring, or a luxury timepiece, we understand that these acquisitions are deeply meaningful and represent significant investments. We want you to shop with complete peace of mind.

Whether you place an order online at luvore.co.uk or visit us in our Hatton Garden boutique, below is everything you need to know about our returns, exchanges, and cancellations.

1. Online & Distance Orders (14-Day Return Guarantee)

In accordance with the UK Consumer Contracts Regulations 2013, if you purchase an item directly through luvore.co.uk, by telephone, or via remote messaging:

  • 14-Day Cooling-Off Period: You have 14 calendar days from the day your order is delivered to notify our team that you wish to return your item for a refund or exchange.
  • Returning the Order: After notifying us, you have an additional 14 calendar days to ensure the item is securely returned to our Hatton Garden showroom.

2. In-Store Boutique Purchases (Hatton Garden)

Because visiting our London boutique provides you the opportunity to inspect, try on, and assess the piece in person prior to purchase:

  • In-store purchases are generally final.
  • However, client satisfaction is central to the Luvore experience. If you have second thoughts, please contact us within 7 days of purchase. We will gladly review an exchange or boutique credit note, provided the item remains in the exact pristine, unworn condition in which it left our showroom.

3. Return Conditions & Criteria

To qualify for a refund, exchange, or credit, all returned items undergo a strict condition inspection. Items must meet the following criteria:

  • Unworn & Unaltered: The item must be in its original, brand-new condition. It must show no scratches, wear, or signs of use. Rings, bracelets, or watches that have been resized, engraved, polished, or modified cannot be accepted.
  • Security & Tamper Tags Attached: Items dispatched by Luvore are fitted with a tamper-evident security tag. If this tag has been cut, broken, removed, or reattached, the return will be rejected.
  • Complete Packaging & Provenance: You must return the item with all original accompanying material:Official presentation boxes and outer packagingDiamond grading dossiers / certificates (e.g., GIA, IGI), authenticity paperwork, and user manualsLuvore warranty paperwork and original purchase receiptsAny spare watch links, swing tags, travel pouches, and complimentary gifts included with your shipment
  • Earring Hygiene Notice: For hygiene and public health reasons, pierced earrings cannot be returned if their sealed hygiene packaging or security tags have been broken.

4. Bespoke, Custom & Sourced Orders (Exclusions)

Please note that certain purchases are exempt from standard returns:

  • Bespoke & Made-to-Order Jewellery: Pieces custom-designed, cast, set, or engraved specifically for you.
  • Sourced-to-Order Timepieces: Luxury watches sourced specifically upon your request and confirmation.
  • Handling Deductions: In line with UK distance selling laws, we reserve the right to reduce the refund amount if the goods, boxes, or documentation show signs of unreasonable handling beyond what is necessary to inspect the item.

5. How to Initiate a Return

  1. Notify Us: Email us at [info@luvore.com / sales@luvore.co.uk] or call our team at [insert telephone number] quoting your order reference number and reason for return.
  2. Select Your Return Method:In Person: You are welcome to hand-deliver your return to our Hatton Garden boutique (110 Hatton Garden, London EC1N 8NX). Please book an appointment in advance so a specialist is on hand to assist you.Insured Courier / Royal Mail: The package remains your responsibility until it safely arrives at our premises. We strongly advise using Royal Mail Special Delivery Guaranteed® (with the appropriate compensation level selected) or an equivalent specialist, tracked, high-value courier service.
  3. Assessment & Verification:Upon arrival, our gemmological and watchmaking specialists will inspect the item to verify the serial numbers, gemstone hallmarks, movement integrity, and overall cosmetic condition against our pre-dispatch records. This typically takes 1 to 2 business days.
  4. Refund Processing:Once verified, your refund will be processed to your original method of payment within 3 to 5 business days. (Depending on your card issuer or banking institution, funds may take a further few days to clear onto your statement).

6. Faulty Items & Statutory Warranty

Every piece curated by Luvore is crafted or inspected to the highest industry standards. In the unlikely event that an item is delivered with a manufacturing defect or develops a fault:

  • You are fully protected under the Consumer Rights Act 2015.
  • Timepieces and fine jewellery are backed by the Luvore Warranty covering mechanical defects and manufacturing faults.
  • Contact our customer care team immediately, and we will promptly arrange an evaluation, repair, replacement, or full refund as appropriate.

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