What are the delivery costs and which countries can deliveries be made to?
We deliver worldwide and, above all, free of charge.
There are no customs duties or import taxes within the EU, but they may apply outside the EU.
Please note that there are different regulations on import sales taxes and customs duties depending on the country and that you have to bear these costs.
How long does it take to process my order?
All orders are usually sent to our dispatch centre and then to the parcel delivery company within 24 hours. An email notification informing you of this will be sent to your registered email address.
Which delivery service will send my order?
Deliveries will be sent by the delivery service provider specified at checkout (Deutsche Post or DHL). Deliveries with DHL have a tracking number.
I haven’t received an order confirmation
Once you’ve placed an order with us in the online shop, you’ll receive an order confirmation via email. If you haven’t received it within one hour of placing your order, this could be due to the following reasons:
- Is the email in your Junk folder?
- Did you perhaps enter the wrong email address?
If neither of these applies, please contact our Support team (firstname.lastname@example.org). It’s possible that the order wasn’t completed successfully.
Can I change my order afterwards?
Your order will be processed and shipped very quickly. This enables us to guarantee quick delivery times but means that no changes can be made after the order has been placed.
How can I pay?
You can pay by PayPal, AmazonPay, credit card, immediate transfer or on account.
How can I redeem discount codes?
To redeem your discount code, enter it in the box indicated at checkout:
You’ll reach this page when you go from your basket to checkout.
Can I use several discount codes?
Discount codes cannot be combined. They cannot be exchanged for cash.
Is there a minimum order amount?
Yes, our minimum order amount is €10.00.
Where is my parcel?
You’ll receive an email confirmation as soon as your order has been prepared and is ready for dispatch. Deliveries sent with DHL have a tracking number.
If you haven’t received your delivery within 7 working days after dispatch (after receiving the dispatch confirmation via email), please get in touch with our Customer Support team (email@example.com) who will be happy to help you.
What should I do if the delivery is wrong or the products are faulty?
If your delivery is wrong or the items are faulty, please contact our Customer Support team immediately (firstname.lastname@example.org).
How long have I got to cancel my order?
The cooling-off period is 14 days from the day you received the goods. If you’d like to cancel your order, please contact our Customer Service team beforehand. Once the cooling-off period has passed, it is no longer possible to refund the purchase price.
How long can I return my purchase?
Returns are possible until 45 days from the date of receipt of the product.
Ship your return to:
55129 Mainz Mainz
Can I send back two returns in one parcel?
As long as you have registered a return delivery for each order via our portal, you can send both returns in one parcel.
Who bears the costs for a return delivery?
As you can see in our general terms and conditions, you bear the costs for a return delivery.
Has my return delivery arrived?
You will be informed as soon as we have processed your return. You will not be notified upon receipt of the return delivery.
When will my payment be refunded?
As soon as we have received your return (this can sometimes take up to 10 working days), we will immediately refund the amount to the payment method you selected when placing your order. If you selected advance payment for the purchase, we’ll also need your bank details for the refund as the system cannot yet do this.
How does the legal warranty apply?
All LUAMAYA jewelry is covered by a two-year statutory warranty. This means that we guarantee that the sold jewelry is free of material and legal defects at the time of delivery.
What is the Luamaya warranty?
Because we at LUAMAYA are convinced of our jewelry, we extend the legal warranty and offer all our customers a one-year LUAMAYA warranty:
This warranty covers the following defects in our Stainless Steel and Sterling Silver jewelry:
- Detached pearls & gemstones
- Defective clasps
- Cracked jewelry
Additionally, we provide a one-year plating warranty on our Stainless Steel jewelry.
Excluded from the LUAMAYA warranty are the following:
- Damage caused by everyday use such as falling, impact or scratches.
- Dirt and oxidation
- Plating of Sterling Silver jewelry
What payment options do I have in the stores?
In our stores you can pay by credit card, debit card, voucher or cash.
Are online codes also valid in stores?
Have you discovered a voucher code on social media or other channels and would like to redeem it directly in a store? Then talk to our employees at the store and have a screenshot of the current code ready. We will then check the validity and the redemption period on site. If the code is valid, we will grant you the discount. Please note that if several discount promotions are running at the same time, you will have to choose one discount code. Not transferable to the store are short-term and extra online discount codes and certain free items. For more detailed information, please refer to the relevant promotion guidelines.
Can I purchase gift certificates in the store?
Yes, you can purchase gift certificates in our stores. These are redeemable in all Luamaya stores as well as online.
How long is my gift certificate valid?
Your gift certificate is valid for 3 years.
What is the return and exchange policy in your stores?
Within 30 days you can exchange or return your jewelry purchased in-store without giving any reason. Please have your receipt ready and make sure the jewelry and packaging are intact.
Can I exchange my jewelry if I have lost my receipt?
No, unfortunately an exchange is not possible without the receipt. The receipt serves as proof of purchase and the conditions associated with it. We cannot perform an exchange transaction without this proof. We therefore recommend that you keep your receipt in a safe place to facilitate future exchanges. If you have any further questions, please do not hesitate to contact us.
Can I return or exchange jewelry purchased online at a store?
Yes, you can return or exchange your jewelry purchased online at one of our stores. Please bring your receipt or invoice and follow our return and exchange policy. Your money will be refunded according to the payment method you chose when purchasing online. Please note that this may take several days.
Can I return jewelry that I bought in the store online?
No, unfortunately this is not possible. However, you have the option to return or exchange jewelry purchased in-store at any of our stores in Germany. Therefore, please check which store is near you and feel free to drop by.
Do I have to return a free item when I return it?
If you have received an item free of charge as an addition through a promotion and you subsequently decide against your purchase, which means that 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.
Can I return reduced merchandise?
Individual products that have been marked with an extra discount per product are excluded from return. Products that you have purchased with a general promotion code can be returned.
Does the LUAMAYA warranty for jewelry I bought in the store also cover 1 year?
Yes, the warranty for jewelry purchased in our stores also covers a period of one year. For more information about the warranty and any claims, please contact customer service. We will be happy to help you.
Where is the nearest store?
You can find the locations of our stores here: https://www.luamaya.com/pages/luamaya-stores
Can I try on jewelry in the store before I buy it?
Of course you can! In our stores you have the opportunity to try on jewelry to make sure it meets your expectations before you buy it.
How do I find out about special offers and promotions in the stores?
You can sign up for our newsletter, follow us on Instagram or visit our website regularly to be informed about current special offers, promotions and events in our stores.
What if an item is no longer in stock in the store but is in the online store?
Due to longer delivery times and lower storage capacity in the stores, it can happen that the stocks online and offline differ. Please do not hesitate to contact our local staff. They will check the stock of our main warehouse for you and if the item is available, they can order it for you free of charge to the store or conveniently to your home.
Can I see if a certain item is in stock in my desired store?
No, unfortunately this is not possible at the moment.
Can I pick up my online order in the store?
Unfortunately, this is not currently possible, but we are always working to improve and do not rule out this option for the future.
Do you offer engraving services in the stores?
No, unfortunately we do not currently offer an engraving service.
Do you offer jewelry repair services in the stores?
No. If your jewelry is damaged, you can exchange or return it. You can find more information in our exchange/return policy.
Schmuckkollektiv goes Luamaya
You are a Schmuckkollektiv customer and have questions about switching to Luamaya? Here you will find your answers:
What will happen to the other brands?
Our brands Illiso and Wildflowers will not be continued after the change to Luamaya. Murandum jewelry will still be available for purchase in stores or online at murandum.com. And don't worry to all sterling silver fans, even if Wildflowers disappears as a brand, we already have some things planned for you. Stay tuned!
Is the warranty still valid?
Yes, the one year warranty on jewelry already purchased from Schmuckkollektiv still applies.