Refund & Return Policy
Simple. If something's wrong, we fix it or refund it.
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
Email support@joselux.com with your order number and a description of the issue. We respond same business day.
Ship returns to: 1942 Broadway St. STE 314C, Boulder, CO 80302, USA