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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:
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Email: care@bylalueur.com
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WhatsApp: +44 7916 370310
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Instagram: @bylalueur
We reply to all messages within 24 hours, Monday to Friday, 9:00 AM – 6:00 PM (UK time).
🕰️ Support Hours
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Weekdays: 9:00 AM – 6:00 PM
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Saturday & Sunday: Closed
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Public Holidays: Closed (responses resume next business day)
If your message arrives after hours, we’ll respond the following working day.
💎 Our Promise
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Every query is handled by a real person — never a bot.
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We aim for clarity, kindness, and quick resolution.
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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:
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Tracking updates
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Exchange or return requests
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Packaging and gifting queries
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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:
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Instagram: @bylalueur
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TikTok: @bylalueur
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YouTube: La Lueur
(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.
Contact us
Our customers' satisfaction is our number one priority.
We offer a full refund when the product has not been opened and is unused and a partial refund when the packaging can not be accounted for.
Please note that customers will be responsible for shipping costs.
Any returns must be in the original packaging with proof of purchase.
Products under warranty should be handled with care.
If the products arrive with visible defects, please take photos of them and send them our way. We will reach back out to clear up all the details.
All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express, and Discover.
Standard delivery usually takes around 7 business days. Please note that with the state of the global pandemic, orders may arrive later than usual.
If your order hasn't arrived after two weeks, please contact us and we will look into the details.
Products are stocked up on a regular basis.
If a product you want is out of stock, please feel free to shoot us a message with the product you are looking for in the subject line. We will send you a notifications when they are back in stock!