Refund & Return Policy
Simple. If something's wrong, we fix it or refund it. This applies to every piece we make, in sterling silver and in solid 10K and 14K gold.
Refunds
Not what you ordered — full refund. No questions.
Didn't arrive within 25 days — full refund. Every order ships via USPS with 100% jewelry insurance. If it doesn't arrive, we cover it. The only exception is an incorrect address at checkout. That's on the buyer, but we'll still work to help resolve it.
Arrived damaged — full refund or replacement. Send us a photo within 14 days of receiving your order. We sort it out from there.
Returns
We accept returns within 14 days of delivery if:
- The item doesn't match the description
- The item arrived damaged
The piece must be unused, in its original condition, and in the original packaging.
Custom-made pieces are non-returnable unless they arrive defective. Every piece at José Lux is made to order. If there's a defect, that's on us and we'll fix it.
Return shipping is the customer's responsibility. Once we receive the piece, we process the refund or exchange within 3–5 business days.
How to Start a Return or Refund
Contact us with your order number and a description of the issue:
Email: support@joselux.com
Telegram: @joseluxjewelry
WhatsApp: +84859981622
We respond same business day.
Where to send your return:
US orders: Ship returns to: 1942 Broadway St. STE 314C, Boulder, CO 80302, USA
International orders: Ship returns to: 47 Lê Đức Thọ, Ward 6, Go Vap District, Ho Chi Minh City, Vietnam
Gold jewelry is sold and shipped within the United States only, so all gold returns go to the Boulder address. International orders are silver only.