FAQ

Shipping & Production

How long will it take until my order is shipped?

Due to the craftsmanship involved in creating Lemuria jewellery, each piece takes 4 weeks to design and manufacture.

We strive to fulfill your order in a timely manner but because all our products are handmade, please be aware of this production time.

Once your order is complete and payment is received, your invoice will be emailed to you. Please note: if you’re a first-time customer, contact e-mails may appear in your Junk folder.

We appreciate your support of our products. Should any issues arise with your order, we will immediately contact you and work hard to resolve them.

What shipping service do you use?

All products are dispatched via Royal Mail which can take up to 7 working days within the UK. Alternatively, you can request delivery via courier 9(and request your preferred delivery time). We will always send you a tracking number to monitor the status of your order.
We insure shipments on all orders. For legal purposes, the value of your shipment is non-negotiable and must directly reflect the cost of the jewellery. For insurance purposes, all orders require a signature upon delivery.

Luxury or premium packages are normally shipped via a reputable delivery company but if you have a preferred courier – eg. FedEx, UPS, TNT – we will be happy to accommodate you.

Do you ship internationally?

We aim to make our products available globally, but unfortunately we cannot currently ship to all countries. If you are having trouble placing your order, or would like more information about which countries we can and can’t ship to, please email info@lemuriajewels.com.

Do you pay taxes/ fees?

For international orders, please note that the customer is responsible for any tax, duty or customs fees. We cannot calculate this fee as it varies in each country.

If you are having trouble placing your order, or want to know when you can expect delivery, please email info@lemuriajewels.com. We will do everything we can to help you.

Can you do rushed production speeds?

The satisfaction of our customers is of the utmost importance to us. If you need your order by a specific date please email info@lemuriajewels.com. and we will try our best to accommodate your request to the best of our ability, however we cannot guarantee an expedited speed.

When your order is ready to ship, you will receive an automated email including your tracking number. For insurance purposes, all orders require signature upon delivery, no exceptions.

What if I won't be there to sign for my package?

For the secure delivery of your high-value items, an adult signature is mandatory upon receipt. To ensure your order isn't left unattended, if no adult is available to sign, another delivery will be attempted the next day.

You have the option to contact your local office to either redirect the shipment to a different address or hold it for convenient pickup.

Returns & Modifications

Lemuria Jewels is not responsible for items damaged or lost in transit. 

Do you accept returns?

The Lemuria Jewels team strives for great service – we want all our customers to be happy with their purchase. But because each piece is handmade to order, we do not accept returns unless the item is defective or requires repair.

If your piece is damaged or defective, please email info@lemuriajewels.comfor a repair authorization within 48 hours of receiving your order. We understand there are circumstances that may exceed the 48-hour window and will work with customers to accommodate requests.

Can I cancel my order?

You have a 24-hour window in which to cancel your order. Each piece is hand-made, and many are custom pieces; once the production process starts, it cannot be cancelled.

Quality

What color clarity are your gemstones and where do they come from?

We use authentic gemstones unless specified otherwise. Please note that no two stones are alike. They can slightly vary in color and size, as well as contain imperfections, due to their natural state. Our gemstones are ethically sourced around the world.

How should I care for my jewellery?

Our solid gold jewellery only requires periodic cleaning, once every 2-3 weeks, and will not tarnish or corrode.  Avoid exposing gold jewelry to bleach, which will quickly cause gold to discolor and possibly damage. Rare chemical reactions can occur with lotions, oil, perfume, etc.

Natural gemstones can be sensitive to many different things including direct sunlight, chemicals and high temperatures. Every gemstone has a different method of care so please refer to your bespoke Care Instructions, included within the purchase.

I’m ordering a gift – can I include a message or gift receipt?

You can include a personal message with all of our products! Simply upload your text during the ordering process. The message will then be included on a small card inside the jewellery box.

Unfortunately we do not offer gift receipts but you can request that the receipt is sent to the billing address.

How can I get access to future discounts and offers?

We believe in treating our loyal customers to discounts and offers which can be accessed across our Facebook, Pinterest and Instagram activity. We’re constantly updating our pages with new products, discounts, treats and news so please Like and follow us to reap your rewards!

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