FAQs

Delivery usually takes 1-3 working days, but for shipments outside of Germany it may take 2-5 working days.

We deliver throughout the EU. Shipping is free for orders over €29.

Within the EU, no customs duties or import taxes are levied, but these may apply outside the EU.

Please note that import VAT and customs duties vary from country to country, and you are responsible for paying these fees.

All orders are usually handed over to our shipping center within 24 hours and then to the parcel service provider. You will receive a corresponding notification by email to the email address you provided.

Shipments are sent via the shipping provider selected at checkout (Deutsche Post or parcel with tracking).

After placing an order in our online shop, you will receive an order confirmation via email. If you do not receive this within one hour of placing your order, this could be due to the following reasons:

• Did the email end up in the spam folder of your email account?
• Was the wrong email address entered?

If none of the described cases apply, please contact our support team (hello@luamaya.com), as it may be that the order was not completed successfully.

Your order will be processed and shipped as quickly as possible. We can therefore guarantee fast delivery times, however, we cannot make any changes after the order has been placed.

You can pay either via PayPal, credit card, instant bank transfer or invoice.

Discount codes can be redeemed in the lower section of the shopping cart.

Discount codes cannot be combined. Cash payment is not possible.

Yes, our minimum order value is €15.00.

Once your order has been packed and is ready for shipment, you will receive a confirmation email. For shipments sent via DHL, a tracking number will be provided.

If your shipment has not arrived within 7 working days of dispatch (after receiving the shipping confirmation by email), please contact our customer support ( hello@luamaya.com ) and we will be happy to assist you.

If you have received an incorrect delivery or a defective item, please contact our customer support immediately ( hello@luamaya.com ).

The cancellation period is 14 days from the day you receive the goods. If you wish to cancel your order, please contact our customer service beforehand. A refund is no longer possible after this period.

Extended return period: Returns are possible up to 30 days from the date of receipt of the product.

Register your return here: https://retouren.luamaya.com

If you have registered a return for each order via our portal, you can send both returns back in one package.

As you can see from our return policy, you bear the costs for a return shipment.

We will inform you as soon as your return has been processed. We do not currently send a notification upon receipt of the return.

Once we receive your return (this can sometimes take up to 10 business days), we will promptly refund the amount to the payment method you selected when placing your order. If you paid in advance, we will need your bank details for the refund, as this is not yet possible with our system.

Fixed sets are offered at a discounted price and can therefore only be returned as a whole. This applies, for example, to our 4-hoop sets.

All LUAMAYA jewelry comes with a two-year statutory warranty. This means that we guarantee that the jewelry sold is free from material and legal defects at the time of delivery.

Because we at LUAMAYA are so confident in our jewelry, we extend the statutory warranty and offer all our customers a one-year LUAMAYA guarantee :

This guarantee covers the following defects in our stainless steel and sterling silver jewelry:

• Loose pearls & gemstones
• Defective closures
• Torn jewelry

In addition, we offer a one-year guarantee on the plating of our stainless steel jewelry.

The following items are excluded from the LUAMAYA warranty:

• Damage caused by everyday use such as drops, impacts or scratches
• Contamination and oxidation
• Plating of sterling silver jewelry

In our stores you can pay with credit card, debit card, voucher or cash.

Have you discovered a voucher code on social media or other channels and would like to redeem it directly in a store? Then please speak to our staff in-store and have a screenshot of the code ready. We will then check its validity and redemption period. If the code is valid, we will grant you the discount. Please note that if multiple discount promotions are running simultaneously, you must choose one discount code. Discount codes that are only available online for a limited time and certain free items are not valid for in-store purchases. You can find detailed information in the respective promotion guidelines.

Yes, you can also purchase gift vouchers in our stores. These can be redeemed both in all Luamaya stores and online.

Your voucher is valid for 3 years.

Within 30 days, you can exchange or return any jewelry purchased in-store without giving a reason. Please have your receipt ready and ensure that the jewelry and packaging are undamaged.

No, unfortunately, an exchange is not possible without the receipt. The receipt serves as proof of purchase and the associated terms and conditions. Without this proof, we cannot process an exchange. We therefore recommend that you carefully retain your receipt to facilitate future exchanges. Please feel free to contact us if you have any further questions.

Yes, you can return or exchange jewelry purchased online at one of our stores. Please bring your proof of purchase or invoice and note our return and exchange policy. You will be refunded using the payment method you selected for your online purchase. Please be aware that this may take several days.

No, unfortunately this isn't possible. However, you can return or exchange jewelry purchased in-store at any of our branches in Germany. So please check which branch is nearest you and feel free to stop by.

If you received a free item as a bonus through a promotional offer and subsequently decide against purchasing it, meaning you no longer meet the minimum requirements of the promotion, the free item must also be returned. If this is not possible, a full refund of your purchase cannot be guaranteed.

Products purchased using a generally valid promotional code can be returned.

Yes, the warranty for jewelry purchased in our stores also covers a period of one year. For further information regarding the warranty and any claims, please contact customer service. We're happy to help.

You can find the locations of our stores here: https://www.luamaya.com/pages/luamaya-stores

Of course! In our stores you have the opportunity to try on jewelry to make sure it meets your expectations before you buy it.

You can subscribe to our newsletter, follow us on Instagram or visit our website regularly to be informed about current special offers, promotions and events in our stores.

Longer delivery times and lower storage capacity in the stores may lead to differences in stock levels online and offline.

Yes, all product pages show which stores have the item in stock.

Unfortunately, this is not currently possible, but we are constantly working to improve and do not rule out this option for the future.

No, unfortunately we do not currently offer an engraving service.

No. If your piece of jewelry is damaged, you can exchange or return it. You can find more information in our exchange/return policy.

Our brands Illiso and Wildflowers will be discontinued after the transition to Luamaya. Murandum jewelry will still be available in stores and online at murandum.com. And don't worry, sterling silver fans, even though Wildflowers is disappearing as a brand, our Fine Line collection made of high-quality 925 sterling silver has just the thing for you.

Yes, the LUAMAYA 1-year guarantee on jewelry already purchased from Schmuckkollektiv still applies.

Yes, you can still return your jewelry to the stores as usual, or for online orders, use one of the following two links to register your return:

https://retouren.luamaya.com

https://retouren.luamaya.com

Vouchers purchased online and offline from Schmuckkollektiv will continue to be redeemable in all stores or online at Luamaya.