RETURNS & REFUNDS POLICY

LAST UPDATED DATE: December 2, 2021 

Would you like to exchange and/or return your order?

1. SAINT LUCA RETURNS POLICY

We get it, sometimes something just doesn't work for you and you want your money back. At SAINT LUCA we guarantee a unique shopping experience. When you receive your order, if you are not satisfied, you are free to change or return your purchase.

We only accept returns and /or exchanges made within 14 days. This cancellation period starts from the day you have received all of the items in your order.

Orders made in November, 2021 or December 2021 have extended return 60 days from the delivery date. 

If you receive faulty goods, you may also have a right to return these goods and to ask us to repair or replace them or get a refund. Please don’t use any faulty items after finding the fault, or we may not be able to provide a refund, please follow our warranty policy.

1.1. GENERAL SAINT LUCA RETURN, CANCELLATION & REFUND POLICY

RETURN PERIOD

14 days from the delivery date

EXTENDED RETURN PERIOD


Orders made in November, 2021 or December 2021

60 days from the delivery date

REFUND PERIOD

10-12 days after the product received

REFUND METHOD

Method of Payment

ELIGIBILITY FOR REFUND

Unused and in the same condition that you received it. It must also be in the original packaging.

SHIPPING COST

Non-refundable

SHIPPING RETURNS EXPENSES

Covered by the customer

 

2. CANCELLING A CONTRACT UNDER THE CONSUMER CONTRACTS

You get 14 days to cancel your contract with us. This 14 day period starts from the day after you receive your order (or from the day after you receive the last item of your order). You’ll need to write to us with notice of your cancellation. 

Cancellation is not possible after the order has been dispatched for the fulfilment. Once the order has been dispatched, the customer is required to receive the order. You can return any unwanted items for a refund once you've received your order. Cancellation is not valid until the customer has confirmed their cancellation with SAINT LUCA by email.

Email us: support@saintluca.com

If you’re cancelling your contract with us but have already received your order, you’ll need to return the item(s) to us using THE STEPS BELOW. You'll then receive a full refund as per the policy set out HERE.

IMPORTANT! All returns are quality checked – the product(s) must be returned in the same condition in which it was received. Please send us the product in the original packaging as well as the instructions, and any documentation that came with the product. All gifts that had been added to the order should be included as well. Refunds will not be given if they do not comply with our returns policy. 

Hygiene and our customers’ safety is super important, so certain items can’t be returned for refunds including all pierced jewellery.

3. HOW TO RETURN AN ITEM & HOW MUCH DOES IT COST?

3.1. Hassle-free, 3-step returns process

1 STEP: Contact us by email at support@saintluca.com with your:

  • Order number
  • Name
  • Reason for the exchange or return 

2 STEP: 

  • Pack your order and simply return item(s) using your local postal service, you’ll need to pay postage (we strongly suggest using tracking number as we’re not responsible for lost packages)

You can return product(s) in the original packaging to the following address to our warehouse:

Recipient: Saint Luca Jewelry 
Address: Skauduliskiu g. 60, Kalniskiu k., Maisiagalos sen.
City: Vilniaus raj. 
Postal code: 14247
Country: Lithuania

 

* IMPORTANT FOR RETURNS OUTSIDE EU

  • For returns outside EU, official tracking code is required
    • Complete the returns form at post, mark your parcel “returned goods” (or it may get held up customs and cause your refund to be delayed)

    Making the return with a tracking number is required. All orders outside the EU are the subject to custom declaration, therefore all returns outside the EU are only available with the official tracking code.

    All returns outside EU are only available with the official tracking code, that must be sent to the support@saintluca.com within 3 days after return is shipped. If the tracking number is not provided or not provided on time, Saint Luca is not responsible that the package is returned to the sender.

     

    * IMPORTANT FOR ALL RETURNS

    Please note that we do not take responsibility for items lost when shipping back. We therefore recommend for your own safety that you keep the postage receipt with the tracking number.

    3 STEP: 

    • For all returns outside EU: send your order number & tracking number of your package within 3 days after return is shipped support@saintluca.com. If the tracking number is not provided or not provided on time, Saint Luca is not responsible that the package is returned to the sender. 
    • For all EU returns: share your return tracking number (we strongly recommend use shipping method with tracking)

    Please note that we do not take responsibility for items lost when shipping back. We therefore recommend for your own safety that you keep the postage receipt with the tracking number.

    3.2. Price for the return

    • Returns are at your own expense
    • Saint Luca is not providing returns labels

    ***Please note that all orders outside the EU are the subject to custom declaration. Saint Luca is not responsible for any additional costs, if the package is not marked as “returned goods”.

    Once the package arrives and we have examined the product,  we will notify you within 3 business days and let you know if we have accepted the product condition for the return. 

    We will communicate this to you by email.

    4. PRODUCT DEFECTS

    In the case that you receive your product with a manufacturing defect, you must contact support@saintluca.com within 14 days from receipt of the order and send us an image that clearly shows the damage, and we will try to verify whether the product is faulty or not.  

    In the case that you are permitted to send the product to our offices, SAINT LUCA will bear the shipping costs. A refund or exchange will be made effective to the purchaser shortly after SAINT LUCA has verified the said product is defective.

    To help us get this fixed for you ASAP, when you contact us, please include the following information: 

    • Your name 
    • Order number 
    • Product name / code 
    • Picture of the fault 
    • Description of the fault 

    4.1. THE PRODUCT HAD BEEN BROKEN DURING TRY-ON OR WEARING IT

    If the product had been broken or damaged on trying or wearing within 14 calendar days from receiving the product, it might be replaced or refunded. Please contact our customer support and send broken product images. Once we will examine the item, we will contact you if we can refund or replace the product for you.

    5. WRONG ORDER

    We want to sort out any issues with incorrect items straight away. In the unlikely case, you receive an order that does not correspond to your purchase, you must contact support@saintluca.com within 14 days of receiving the order and send us an image showing everything you have received with the respective information of each product. 

    We will verify what you send us and resolve the issue promptly. In the case you are required to send the product to our offices, SAINT LUCA will bear the shipping costs. Once we have verified that the said order is wrong, the refund or change will be issued to the affected customer. The product must not have been used and must be sent with its original packaging.

    If you received the incorrect product we will offer you the option from below:

    • Send the product you have ordered
    • Give store credits for future buying
    • Make the refund for the incorrect product and cover the return expenses

    To create your return, simply contact our customer support to provide the return instructions. Do keep hold of your proof of postage in case we need to look at it later on. If you choose to return through another method, it's your responsibility to pay for your return.

    6. SHIPPING COST

    All shipping costs associated with an exchange or return are to be paid by the buyer, with the exception of products with manufacturing defects and in the case that the wrong products have been received. In these exceptional circumstances, the delivery costs will be paid by SAINT LUCA through Paypal or bank transfer.

    7. REFUNDS  

    When will I receive my refund? 

    On average, Saint Luca takes 14 calendar days to process your return and issue refunds after the package has been returned to our office. The refund amount will be credited to the original source of payment or to your Saint Luca wallet. Once the refund has been issued it may take up to 2-3 business days to be effective.

    8. RESPONSIBILITY   

    Returning items are your responsibility until they reach us, so make sure they're packed up properly and can't get damaged on the way! 

    As the parcel remains your responsibility until it arrives back with us, ensure that you get proof of postage in case you need to contact us about your return.  

    We're not responsible for any items that are returned to us by mistake (it happens!). If we're able to locate the items (it's not always possible) and you'd like these returned to you, we may ask you to cover the delivery cost. 

    IMPORTANT! We don't accept returns for unwanted items after the relevant returns period above. If you try to make a return, we may have to send it back to your default delivery address and ask you to cover the delivery costs.

    Where we suspect fraudulent activity, including but not limited to circumstances where there are suspicious claims relating to orders having been placed, but not received, or if we suspect that you are returning items after they have been used or worn, or items returned do not match what you ordered, we reserve the right to withhold refunds and block your account (and any associated accounts) from placing orders in future. If this happens to you and you think we’ve made a mistake, you can Contact Us by support@saintluca.com and we will discuss the matter with you further.

    8.1. PROOF OF DELIVERY & DELIVERY CONFIRMATION 

    All packages are shipped with tracking numbers. As for the proof of delivery, we can only rely on tracking number information, so the refund is applicable just for orders with the status “confirmed as lost”.

    9. CAN I HAVE AN EXCHANGE INSTEAD OF A REFUND?

    Unfortunately we don't offer an exchange facility. Simply return your item(s) and reorder for a replacement. Your refund will be processed once we've received your unwanted items.