Frequently Asked Questions (FAQ)
💎 Product Information
Are your gemstones natural or lab-grown?
We currently sell both natural and lab-grown gemstones. Each product description clearly states whether a gemstone is natural, synthetic, or lab-created.
Will my gemstone look exactly like the videos and images?
We make every effort to display gemstones as accurately as possible, but color may vary slightly due to differences in lighting, photography, and device screen settings.
- For one-of-a-kind gemstones: Yes. If a gemstone is listed as one-of-a-kind, the images and 360° video show the exact stone you will receive.
- For standardized gemstone listings: The images and video are for reference only. Your gemstone will have the same cut style, size, and overall appearance, but slight variations in color and proportions may occur. These differences are normal and not visible to the naked eye.
Are your gemstones certified?
Some of our gemstones may come with third-party certifications. If applicable, certification details will be listed in the product description.
Do you offer settings or jewelry?
Currently, we only sell loose gemstones. We will consistently be adding new gemstones as well as some jewelry pieces soon.
Are your jewelry items safe for children?
Our products are intended for adult use only. Earrings and other jewelry pieces contain small parts and may pose a choking hazard. Please keep all jewelry out of reach of children and pets.
Our sterling silver and gold-filled options are generally safe for most wearers. Solid gold options may vary depending on the alloy used (for example, white gold may contain small amounts of nickel unless otherwise specified). If you have metal sensitivities or allergies, please reach out before ordering so we can help select the best option.
How should I care for my earrings and jewelry?
We recommend removing jewelry before sleeping, showering, swimming, or applying cosmetics and perfumes. Store your jewelry in a dry, airtight container when not in use. While sterling silver may naturally tarnish over time, gold-filled and solid gold are more resistant but still benefit from occasional gentle cleaning with a soft cloth.
🛒 Ordering & Payments
What payment methods do you accept?
We accept all major credit cards (Visa, MasterCard, American Express, Discover) and PayPal. All transactions are processed securely.
Can I modify or cancel my order after placing it?
Orders are processed quickly, so modifications or cancellations may only be possible within 12 hours of purchase. Please contact us at luminousmadestore@gmail.com as soon as possible to request changes.
Do you offer custom orders?
Please contact us at luminousmadestore@gmail.com to inquire about custom orders and setting services.
📦 Shipping & Delivery
How long does it take to ship my order?
Orders are processed within 1-3 business days. Once shipped, delivery time depends on your selected shipping method:
- Standard Shipping: 3-7 business days
- Expedited Shipping: 2-4 business days
Do you ship internationally?
We currently only ship within the United States.
Will I receive tracking information?
Yes! Once your order is shipped, you will receive a tracking number via email to monitor your delivery.
What if my package is lost or delayed?
If your package is delayed, please check your tracking number. We are not responsible for shipping carrier delays, but we’ll do our best to assist you. If your package is marked as "Delivered" but you haven’t received it, please contact the carrier directly.
🔄 Returns & Exchanges
What is your return policy?
We offer a 14-day return policy on eligible items. For more details, please see our Return & Refund Policy.
Can I return loose gemstones?
Yes, but only if they are unused, unmounted, and unaltered. A 15% restocking fee applies to all loose gemstone returns to cover inspection, handling, and restocking costs.
Can I return a gemstone after it has been set?
No. Once a gemstone has been mounted, set, re-cut, or otherwise modified, it is no longer eligible for return or exchange. Additionally, gemstones that have been mishandled, damaged, or are not in their original condition cannot be returned. We are not responsible for any damage that occurs due to setting, improper handling, or third-party modifications.
What if I receive a damaged or incorrect item?
If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery. We will cover return shipping costs in these cases.
How do I start a return?
To start a return, email us at luminousmadestore@gmail.com. Unauthorized returns will not be accepted.
📧 Contact & Support
How can I contact you?
You can reach us at luminousmadestore@gmail.com for any questions or support needs.
What are your customer service hours?
We typically respond to emails within 24-48 hours, Monday through Friday.