Refund policy

What is Lucy Jurado's return policy?

We are happy to accept back any item within 30 days of receiving your order to our return address. 

You can return your item for a refund or a credit note . We can only accept items back which are unaltered, unworn, and in a resaleable condition.

How do I return an item?

Please email us at lucy@lucyjurado.co.uk 

Once your return has been requested and approved by our customer service team, you will then be emailed with instructions on how to return your item to us. We ask that all returns are returned in their original packaging and to include your name and order number within the packaging so our team in the depot can process your return.

1) Email us at lucy@lucyjurado.co.uk

2) You will either be able to print a shipping label or download a QR code which we will email to you. 

3) You can then return the item to the post office who will be able to either scan your QR code or receive it with the shipping label. 

Can I exchange my item?

Yes you can exchange your item. If you would like to exchange the ring you purchased for another item then please email us at lucy@lucyjurado.co.uk

Who pays for the return postage?

We offer free returns for your item within the first 30 days of purchase. 100% satisfaction guarantee. 

My order is faulty, how will this be resolved?

It is very rare that we have any faulty issues with our items but we appreciate that our products are very delicate, therefore occasionally faults can occur. If this happens to you, please do get in touch with your order number, description and images of the faulty product to lucy@lucyjurado.co.uk and our customer service team will resolve this for you.

I've received the incorrect item/missing an item from my order, how will this be resolved?

At Lucy Jurado we take extra care to make sure all orders are sent out correctly, but occasionally mistakes can be made. If this is the case please email lucy@lucyjurado.co.uk with your name and order number and a note to explain the situation and our customer service team will resolve this for you.

How long will it take for my refund or exchange to be processed?

Once our team in the depot have received your return please allow 72 hours for your refund or exchange to be processed. Please note over particularly busy periods this may increase to over 72 hours. If you are returning an order for an urgent refund or exchange please email our customer service team on lucy@lucyjurado.co.uk with your order number and details of your return and we will do our best to process this sooner.

What address should I send returns to?

Please send all returns to the following address: 

We ask that all returns are returned in their original packaging and to include your name and order number within the packaging so our team in the depot can process your return. Please make sure you have created your return request via email at lucy@lucyjurado.co.uk


What is the product guarantee?

Every piece of Lucy Jurado Jewellery is covered by our 12 month warranty. Should your jewellery suffer a breakage, missing stone or any other fault due to a manufacturing defect during this time period then please contact us on lucy@lucyjurado.co.uk and we will assist you.