FAQ | My Store

FREQUENTLY ASKED QUESTIONS

We want your experience with Lua & Solis to feel as effortless as choosing the piece that speaks to you. Here you'll find answers to some of the most common questions about our jewellery, orders, delivery and returns.

OUR JEWELLERY

What materials are your jewellery made from?

Materials vary from piece to piece depending on the design.

Our collection may include materials such as sterling silver, copper or jewellery alloys, alongside decorative stones and finishes such as cubic zirconia and moissanite.

Because every design is different, please check the Product Details section on the individual product page for the materials and specifications of the piece you are considering.

Is every Lua & Solis piece made from sterling silver?

No.

Some pieces in our collection are made from 925 sterling silver, while others use different base metals or jewellery alloys.

We believe in being transparent about this, which is why the material for each piece is stated individually on its product page.

Will my jewellery look exactly like the photographs?

We make every effort to present each piece as accurately as possible.

However, colours may appear slightly different depending on lighting, photography and your device's screen settings.

Small variations in finish may also occur between individual pieces.

How should I care for my jewellery?

To help preserve the appearance of your jewellery:

Avoid prolonged contact with water.
Remove jewellery before showering, swimming or exercising.
Avoid direct contact with perfume, hairspray, lotions and household chemicals.
Put jewellery on after applying beauty products.
Avoid unnecessary rubbing, impact or scratching.
Gently wipe your jewellery with a soft, dry cloth after wearing.
Store pieces separately in a clean, dry place when not in use.

Different materials and finishes naturally wear differently over time, so appropriate care is important.

Can jewellery change colour over time?

Depending on the material, finish, frequency of wear and exposure to moisture, cosmetics or chemicals, some pieces may gradually show signs of wear.

This is why we recommend following our jewellery care guidance and checking the specific material information on each product page.

ORDERS

How do I know if my order has been received?

Once your order has been successfully placed, you should receive an order confirmation email at the address entered during checkout.

Please check your spam or junk folder if you cannot see the confirmation in your inbox.

If you still cannot find it, contact us and include the name and email address used to place your order.

Can I change my order after placing it?

Please contact us as soon as possible if you need to change an order.

We will always try to help, but once an order has entered processing or has been passed for fulfilment, we may no longer be able to change the item, colour, size, delivery address or other order details.

Can I cancel my order?

If your order has not yet entered fulfilment, please contact us as soon as possible and we will check whether it can still be cancelled before dispatch.

If the order has already been dispatched, you can still exercise your applicable return and cancellation rights after receiving it. Please see our Returns & Refunds Policy for full details.

I entered the wrong delivery address. What should I do?

We will try to update the information before dispatch, but we cannot guarantee an address can be changed once fulfilment has begun.

Customers are responsible for checking that their delivery information is accurate before completing their purchase.

Can I order more than one item at the same time?

Yes.

You can add multiple pieces to your basket and complete them in a single order.

Depending on fulfilment arrangements, however, items from the same order may occasionally arrive separately.

You will not be charged additional delivery fees because we have chosen to divide an order into multiple parcels.

SHIPPING & DELIVERY

Where do you deliver?

Lua & Solis currently focuses on customers in the United Kingdom.

Available delivery destinations and shipping options will be shown during checkout.

How long will my order take to arrive?

Delivery times can vary depending on the product, destination, fulfilment location and carrier.

The delivery timeframe provided for your order is an estimate rather than a guaranteed arrival date unless we explicitly state otherwise.

Once your parcel has been dispatched, we will provide tracking information whenever tracking is available.

For further information, please see our Shipping & Delivery Policy.

Will I receive a tracking number?

Where tracked delivery is available, tracking information will be sent to the email address associated with your order once the shipment has been processed by the carrier.

Please allow some time after receiving the tracking number for the carrier's system to display the first tracking update.

Why hasn't my tracking information updated?

Tracking information is controlled by the carrier and may occasionally take time to update, particularly while a parcel is moving between logistics facilities or countries.

A temporary lack of tracking updates does not necessarily mean that the parcel has stopped moving.

If there has been no update for an unusually long period, contact us and we will investigate.

Why did only part of my order arrive?

In some cases, items within the same order may be fulfilled separately.

This means you might receive more than one parcel and they may arrive on different days.

If part of your order has arrived and you are concerned about the remaining items, contact us and we will check the shipment status for you.

What happens if my parcel is delayed?

Occasional delays can happen because of carrier operations, customs procedures, severe weather, public holidays or other circumstances outside our immediate control.

If your delivery is significantly delayed, please contact us so we can investigate the shipment.

What if my order does not arrive?

If your parcel appears to be lost or has not arrived within the expected delivery period, contact us with your order number.

We will review the tracking information and investigate with the relevant fulfilment or delivery provider.

Where an order is confirmed as lost, we will provide an appropriate resolution in accordance with your consumer rights.

RETURNS & REFUNDS

Can I return an item?

Yes.

For eligible online purchases, you have the right to notify us that you wish to cancel and return your order within 14 days of receiving it.

After notifying us, you normally have a further 14 days to send the goods back.

Please see our full Returns & Refunds Policy before returning anything.

Do I need to give a reason for returning an item?

No reason is required when you are exercising your statutory cancellation right within the applicable cancellation period.

We may ask why you are returning an item simply to help us improve our products and service, but providing a reason is not required for your statutory cancellation right.

Can I wear the jewellery and then return it?

You may inspect an item in a reasonable way similar to how you would examine it in a shop.

Returned pieces should not show signs of wear beyond what is reasonably necessary to inspect them.

If an item has been worn extensively, damaged or handled beyond what is reasonably necessary to examine it, this may affect the amount that can be refunded where permitted by law.

Who pays for return postage?

For a standard change-of-mind return, the customer may be responsible for the direct cost of returning the item, provided this has been communicated before purchase.

If an item is faulty, damaged on arrival, incorrect or materially different from what was ordered, please contact us before returning it. We will review the case and arrange an appropriate solution in accordance with your statutory rights.

What if my item arrives damaged?

Please contact us as soon as reasonably possible and include:

Your order number
A description of the problem
Clear photographs showing the item and the issue
Photographs of the parcel or packaging where relevant

This helps us understand what happened and resolve the issue more efficiently.

What if I receive the wrong item?

Please do not send the item anywhere until we have provided return instructions.

We will review the problem and arrange an appropriate resolution.

When will I receive my refund?

Once an eligible return has been received, or acceptable evidence of return has been provided where applicable, refunds will be processed in accordance with our Returns & Refunds Policy.

The refund will normally be issued to the original payment method.

Your bank or payment provider may require additional time to display the funds in your account after we have processed the refund.

Do you offer exchanges?

At present, the simplest way to obtain another item is normally to return the original eligible purchase in accordance with our Returns & Refunds Policy and place a new order for the piece you would like.

Please contact us if you have received an incorrect or faulty item.

PAYMENTS

What currency are prices shown in?

Prices for our United Kingdom store are displayed in British Pounds Sterling (£) unless otherwise indicated.

Is my payment secure?

Payments are processed through the secure payment methods made available during checkout.

Lua & Solis does not require customers to send card details by email or direct message.

Never send your full payment card information to us by email or social media.

STILL NEED HELP?

We want you to feel confident before and after placing your order.

If you cannot find the answer you need, please contact us through our Contact page or email us at:

supportluaesolis@gmail.com

When contacting us about an existing order, please include your order number so we can assist you more efficiently.