FAQ

Frequently Asked Questions

A little clarity, softly shared.

💎 1. Where is La Lueur based?

La Lueur UK operates from Bradford, West Yorkshire.
Every order ships from our UK studio — thoughtfully packed and dispatched within 24 hours (Monday – Friday).

🚚 2. How long does delivery take?

We use trusted tracked courier partners such as Royal Mail Tracked 24 and Evri Next Day.

  • Standard Tracked Next-Day: 1 – 2 business days

  • Free Next-Day: on orders over £45

You’ll receive a tracking link by email once your parcel leaves our studio.

🎁 3. Is the packaging gift-ready?

Always. Every piece arrives in a signature La Lueur box, gently wrapped in branded tissue, sealed with our rose-gold round sticker, and nestled in a soft pouch — complete with a thank-you card and brand story card.
Perfect for gifting or treasuring yourself.

🌸 4. What if I change my mind?

No worries — our Easy Exchange promise makes it simple.
You can request an exchange or store credit within 7 days of delivery if the item is unused and in its original packaging.
Visit our Easy Exchange page for details.
(For full legal terms, see our Returns & Exchange Policy.)

💔 5. What if my item arrives damaged?

If something doesn’t arrive in perfect condition, please email care@bylalueur.com within 24 hours of delivery with your order number and a quick photo.
We’ll replace it right away — gently and without fuss.

💳 6. Which payment methods do you accept?

Through Shopify Payments, we currently accept:

  • Visa, Mastercard, American Express

  • Apple Pay & Google Pay

  • Shop Pay and PayPal (optional if enabled)

All transactions are encrypted and processed securely.

💍 7. What materials do you use?

Our jewellery is handcrafted from brass or mixed alloys, finished in premium gold, silver, or rhodium polish — never real gold plating, but designed to offer the same refined glow.
Each piece is nickel-safe and hand-finished for comfort.

🪞 8. How should I care for my jewellery?

  • Keep away from water, perfume, and lotion.

  • Wipe gently with a soft, dry cloth after each wear.

  • Store in your La Lueur pouch or box to prevent scratches.
    For full care rituals, visit our Product Care page.

🔒 9. Is my information secure?

Absolutely. Your details are processed through Shopify’s secure checkout and protected under UK Data Protection Act 2018 / UK GDPR.
Read our Privacy Policy for full details.

🕊️ 10. How can I contact you?

We’re always happy to help.

✨ 11. Do you ship internationally?

This UK store currently ships within the United Kingdom only.
For international orders, please visit:

💌 12. Can I include a gift note?

Yes — you can add a short note at checkout, and we’ll print it on a La Lueur gift card inside your box, at no extra cost.

📦 13. My order says “delivered” but I haven’t received it — what should I do?

Please check with neighbours or your local delivery office first.
If still missing after 24 hours, email care@bylalueur.com — we’ll assist in tracing or replacing your parcel.

🌿 14. Are your products hypoallergenic?

Our pieces are made with nickel-safe materials and suitable for most sensitive skin.
If you have known metal sensitivities, we recommend testing gently on first wear.

🌷 15. Do you offer custom or bulk orders?

For now, we focus on our curated ready-to-ship collection.
For collaborations or special requests, you can write to care@bylalueur.com — we’d love to explore possibilities.

🕰️ 16. How long do exchanges or store credits take to process?

Once we receive your returned piece, your exchange or store credit is processed within 2 business days, and you’ll receive a confirmation email right away.

💫 Still have a question?

We’re just a message away — reach out via email, WhatsApp, or Instagram @bylalueur.
Every question is handled with the same care we put into our pieces.