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Returns and Exchanges
At Ylumea™, we strive to make our product descriptions as detailed as possible, so there are no surprises when you receive our products. We want our customers to know exactly what they are ordering.
Cancellation Policy
We pride ourselves on our ability to process all orders on our website quickly. Most orders are processed within 12 hours. If for any reason you wish to cancel your order, please send us an email as soon as possible at contact@ylumea.com.
Since most in-stock items are processed and/or shipped within 12 hours, it is important to contact us within this timeframe so we can attempt to cancel the order before it is processed and/or shipped. Cancellation requests cannot be accepted once the order has already been processed.
Shipping Methods
Tracked shipping: 10 to 15 business days
Express shipping: 5 to 7 business days
We offer personalized jewelry, which means that production time must be factored in, justifying a longer delivery time. In the event of a non-conforming engraving (too long or technically not feasible), and without a response from the customer within 3 to 4 days after we make contact, we reserve the right to adjust the engraving text to ensure a legible and harmonious result.
This may include removing certain names or symbols, or rephrasing a sentence while preserving its meaning. The order will then be shipped without further delay. By validating the order, the customer accepts that adjustments may be made if necessary. We do not refund orders on the basis of delayed delivery for our personalized products.
Address Errors
It is your responsibility to ensure that the address provided is correct and to inform us promptly of any change. This change can only be made if your order has not yet been processed.
We are not responsible for incorrect shipping information. We are also not responsible for refused or undeliverable orders (inaccessible addresses, incomplete addresses, etc.). In such cases, these packages may be returned, but this is not always guaranteed.
If your order is returned to sender, we offer you a refund of the order minus the shipping costs, or a new shipment, at your choice. You are only entitled to a new shipment or refund of the order if the package is returned to sender.
Return Policy
We accept returns for any reason. If you are not satisfied or have changed your mind, our return window is 14 days from the receipt of the products.
Important: the 14-day return policy does not apply to personalized or custom-made items (engraved necklaces, bracelets with personalized names, personalized birthstones, etc.). Returns of these items are accepted only if the product is defective or damaged upon receipt. In that case, we commit to performing an exchange, but no refund will be granted.
If for any reason you are not satisfied, please fill out the return form. Sign it and send it back with the package to the address we will provide when you contact our customer service.
