Frequently Asked Questions

Frequently Asked Questions

Shipping

Where do we ship to?

We ship worldwide. Visit the section. Shipments and deliveries to see the details of the costs.

For logistical reasons, shipments in Andorra, Bolivia, Canary Islands, Ceuta, Cuba, India, Libya, Melilla, Russia, South Africa, Switzerland, Ukraine and Venezuela are not available at the moment.

How long does it take for my order to arrive?

All orders are prepared within 48-72 business hours from the date of order confirmation. This may vary during sales or promotional seasons. If you feel that your order is being delayed you can contact our customer service team through our Customer Service Center

  • Express Shipping: Once the order is prepared the shipping time is 24-48 business hours. *For shipments to the Balearic Islands the process can take up to 24 additional hours. Only valid for Spain, Portugal, France, Germany, England, Italy and Holland.
  • Standard Shipping: Once the order is prepared, the shipping time is between 3 and 4 working days. In Europe the shipping time is 3-5 days and outside the European Union it is 5-11 days.

Personalized Jewelry: 5 to 7 working days for Engraving Jewelry

Orders placed during periods such as Black Friday, Cyber Monday or Rebates, may be delayed a few days due to the volume of orders.

How do I know where my Jewelry is during shipping?

When your order is shipped you will receive an email with a link that will take you to the courier company's website, from where you can follow your order at all times.

What should I do if there is a problem with my order?

Don't worry, just write to us at hola@luxenter.com

 

Sizes

How do I know my ring size?

Many of our rings are adjustable from size 10 to 18, so you won't have any problems.

Those who do go by size have a size guide in the product file itself. To access it, just click on Size Guide.

What is the size of the collars?

Our Necklaces have different sizes. Generally, you will find them 42 cm with an extension of 5 cm. Anyway, do not hesitate to consult our product sheet where you will find the exact measurements and a photo so you can see how each necklace looks.

What is the size of the Bracelets?

Most of them are 18 cm long + 3 cm of extension. But if you are in doubt, the exact length of each Jewel comes on the card. You can see how it looks in the second picture of our product card.

 

Recorded

Can I customize any jewelry or add other characters?

The jewels that are customizable you will find in the section Create your Jewel. The characters to be engraved are those you will find in the product cards.

I want to change something in my Custom Jewel, what do I do?

You can modify or cancel a custom order as long as the order has not been prepared or shipped.

 

Materials

What are the Jewels made of?

Most of our jewelry is either Sterling Silver with a Rhodium coating, or Sterling Silver with an 18k Gold/Pink Gold coating.

We also manufacture jewelry with 750 thousandths of fine gold and a bath in Rhodium, Gold / 18k Rose Gold.

And we also manufacture jewelry with a metal alloy and a rhodium bath, 18k gold/pink gold.

Please consult the material of each Jewel in the product sheet.

 

Stock Availability

My favorite jewel is sold out, will it be available again?

If the Jewel appears as sold out or not on our website, it is discontinued.

 

Jewelry Care

How do I look after my jewellery?

Please visit the jewelry care section to see how to keep your jewelry always perfect.

*In addition, you can add a greeting card and special gift packaging.

 

Orders and payments

Can I pay cash on delivery?

Our only forms of payment are credit or debit card Visa, MasterCard and PayPal.

How can I be sure that I have made my purchase correctly?

Check your inbox for a confirmation email from Luxenter. If you do not have it, check that it is not in your SPAM folder or contact us at hola@luxenter.com.

Can I remove an item from my order?

Yes, you can remove unwanted items from the shopping cart as long as you have not finished and paid for the order

How do I use the discount codes?

When you have chosen your Jewelry and go to buy it, you will see in the next screen, a box in which we will ask you if you have a discount code. Enter it and it will automatically reduce the amount of your purchase.

Do the discount codes on the website apply in the shop?

Yes, in case it is a discount only on our website, it will be specified.

Can I use several discount codes?

It is only possible to enter one discount code in each order. In our newsletter we indicate the available discount codes so that you can choose which one you prefer to use.

If we have several promotions in force these will not be cumulative unless otherwise indicated. 

How much is the minimum order that can be made through the web?

There is no minimum order,

 What's in the package you're sending me?

  • 1 Case for each jewel you have ordered
  • 1 gift bag per order.
  • 1 shipping box per order.
 

Stores

Where are the physical stores?

To find out where our Luxenter stores and our authorized distributors are located, you can see the exact addresses in the stores section.

Online orders from shop

If the product you are interested in is not available in your shop and we have stock in our online store, the shop staff will be able to manage an order through our "infinite aisle" service. Your order will be sent to the address of your choice at no additional cost.

 

Newsletter

Is it possible to receive periodic information in my email with the latest news and offers from Luxenter?

Of course, you only have to register for our newsletter. You will find the subscription section at the bottom of this page.

 

Returns and Exchanges

How long do I have to return or exchange my Jewel?

You have 30 days from the reception of your purchase.

How do I make a return if I have bought online?

To make an exchange or return, just fill out the form in our Returns and Exchange Center and a courier will pick up your Jewel, don't forget to put it in its original packaging!

How much does a refund cost me?

The costs associated with exchanges/returns will always be paid by the buyer. The cost of processing an exchange will be 5.95 ?, corresponding to the cost of shipping the new product and collecting the changed item.

For international changes, our Customer Service team will inform you about the corresponding cost.

Orders of 200 euros or more which have been sent free of charge will be charged a fee of 5.90 euros for handling costs if the order is returned in full.

How long does it take to pay for the return?

At most in 7 days from the day we receive it.