Customer Support & Contact

 

At La Lueur, every message matters.
We believe customer care should feel as graceful and human as the jewellery we make.

💬 How to Reach Us

You can reach our care team through any of the following channels:

We reply to all messages within 24 hours, Monday to Friday, 9:00 AM – 6:00 PM (UK time).

🕰️ Support Hours

  • Weekdays: 9:00 AM – 6:00 PM

  • Saturday & Sunday: Closed

  • Public Holidays: Closed (responses resume next business day)

If your message arrives after hours, we’ll respond the following working day.

💎 Our Promise

  • Every query is handled by a real person — never a bot.

  • We aim for clarity, kindness, and quick resolution.

  • You’ll always be informed if a matter requires more time (e.g., courier investigations or replacements).

📦 Order Assistance

For help with an order, please include your order number in your message.
Our team can assist with:

  • Tracking updates

  • Exchange or return requests

  • Packaging and gifting queries

  • Product care and material information

⚖️ Escalation

If you ever feel your concern hasn’t been addressed properly, you can request escalation by replying “Escalate” in your email subject line.
Your query will be reviewed by a senior team member within one working day.

🌿 Our Social Spaces

You can also find and follow us for new launches, behind-the-scenes stories, and quiet glimpses of our world:

(For service queries, please use email or WhatsApp only.)

📍 Mailing Address

La Lueur (operated by Wichtig Waren Ltd)
East Brook Hall, Leeds Road, Little Germany, Apartment 9,
Bradford, ENG BD1 5AE, United Kingdom
Company Registration No. 15371090

Because care is part of our craft.