Refund policy

Last updated: 13 July 2026

At Lulu your complete satisfaction matters. We offer a 60-day return window.

Return window — 60 days from delivery. Items must be unworn/unused, in original condition, with all tags and original packaging; proof of purchase is required.

Non-returnable — personalised or engraved jewellery; items showing signs of wear or damage; returns after 60 days; items without original packaging or documentation.

Start a return — email info@gemlulu.com (subject "Return") with your order number, the item(s) and the reason. You will receive approval and instructions within 24 hours. Items returned without a prior request will not be accepted.

Return shipping — UAE: free via prepaid label.

Damages / defects — report within 48 hours of delivery (with photos). For valid cases we provide an immediate replacement or full refund; the return is free.

Exchanges — free exchange for another size or colour within 60 days (subject to availability).

Refunds — issued within 5–7 business days of receiving your return, to your original payment method (bank posting may add 3–5 business days). Shipping costs are non-refundable except for defective items.

Warranty — 2-year colour warranty against fading, tarnishing or discolouration of the PVD coating. We repair or replace free of charge; please report with photos. Excludes normal wear, impact damage or loss.

Contact: info@gemlulu.com | +31 6 13513980