FAQ

 

Purchasing Luminous Diamonds


Where can I purchase Luminous Diamonds?
Our diamond jewelry is available at LuminousDiamonds.com and at authorized stores.

What payment methods does LuminousDiamonds.com accept?
In addition to major credit cards (Visa, Mastercard, American Express, Discover, JCB and Diners Club) you can use at regular checkout, you can also pay with Shop Pay, Apple Pay and Google Pay at express checkout.

Does Luminous Diamonds offer jewelry sizes not shown on the website?
Yes, Luminous Diamonds can create different sizes upon request. Please contact us by email at concierge@luminousdiamonds.com.

Is it safe to order jewelry on LuminousDiamonds.com?
Absolutely. We use industry-standard encryption technologies when handling customer data. For more information, please see our Privacy Policy.

Is in-store pickup available for items purchased on luminousdiamonds.com?
Yes, pickup is available at authorized stores. You can select the store from the list provided at checkout.

How can I check if a particular item on the website is in stock?
Select Luminous Diamonds can be purchased through our website. Click on the creation you fancy: if the “Add to shopping bag” button appears, you can purchase this item online. If the button does not appear, the product is either unavailable or cannot be purchased online. To find out more, contact our customer service at concierge@luminousdiamonds.com.

Is someone available to guide me in choosing an item, a gift, or with any other questions I may have?
Yes, a concierge is available to provide you with a complementary consultation to help you choose your item or to make gift suggestions. Please contact our customer service department at concierge@luminousdiamonds.com.

What is so special about the jewelry box for Luminous Diamonds?
A Luminous Diamonds jewelry box has a UV light inside. When you open the box, you can see how the UV light brings out the beautiful blue glow of the fluorescent diamonds in your piece.

Is the Luminous Diamonds box rechargeable?
Yes, you can charge the box by plugging it into USB Type C port. A fully charged box can be opened 70 times for 1 minute each time. Do not look at the UV light directly. (Note that a USB cord is not included.)

 

My LuminousDiamonds.com account


Why should I create a Luminous Diamonds account?
Creating an account on LuminousDiamonds.com allows you to check your order status and view your order history.

I’ve forgotten my password. How can I reset it?
Click on the “Forgot your password” link and enter the email address associated with your account. You will receive an automatic email to reset your password.

How can I subscribe or unsubscribe from the Luminous Diamonds newsletter?
You can subscribe to the Luminous Diamonds newsletters at checkout. To unsubscribe, click on the unsubscribe link at the bottom of a newsletter.

 

Order confirmation & tracking


How can I check my order history online?
You can check your online order history and view your receipts in your online account. Simply log in and click on “My orders.”

I purchased jewelry on LuminousDiamonds.com. How can I find out if my order has shipped?
To check on your order, log in to your Luminous Diamonds account and click on “My orders.”

  • If your order status is “Confirmed,” your order has been placed and your payment has been processed. The Luminous Diamonds staff is currently preparing the order.
  • If your order status is “Shipped,” the package has been sent to the shipping address you provided during checkout or, if you selected in-store pickup, to the store of your choosing.
  • If your order status is "Canceled,” it’s usually because you contacted customer service to cancel the order, or the payment has not been authorized by your bank. If this order status is incorrect, please contact our customer service at concierge@luminousdiamonds.com.
You will receive an email every time your order status changes.

How do I cancel or modify an order made on the Luminous Diamonds website?
To cancel or modify an order, please contact our customer service as soon as possible at concierge@luminousdiamonds.com.

Is the price for the item I ordered displayed anywhere?
A valuated receipt will be sent to you by email once your order is confirmed. You will also receive a printed receipt sent to your billing address. If you choose the gift option when making your purchase, a gift receipt will be included.

 

Shipping, delivery & in-store pickup


What shipping options are available on luminousdiamonds.com?

You can choose delivery to the shipping address you indicated while placing your order, or you can pick up at the store you chose from the dropdown list at checkout.

Do you offer free delivery?
Yes, standard domestic shipping on orders placed on LuminousDiamonds.com is free. Shipping fees may apply to expedited offers. At the moment, we do not ship internationally.

How long does it take to get my item?
It takes about two weeks from the moment you place the order to shipment.

How can I track my order?
Log into your account and click on “My orders.” To check the progress of your order, click on the “Track this delivery” link next to your order tracking number. The link is also included in the email confirming your order shipment.

My Luminous Diamonds order still hasn't arrived. What should I do?
If you placed your order on the Luminous Diamonds website, log into your account and click on “My orders” to check your order status. If your order status is “Shipped” and the estimated delivery date has passed, please click on “Track this delivery” to check on the progress of your shipment. Please note that due to Covid-19, shipping times may be affected.

 

Packaging


How my Luminous Diamonds jewelry will be delivered?
Your purchase will be shipped securely via FedEx, UPS or other reputable package delivery providers in a plain cardboard box. Inside, you will discover another box that will contain the Luminous Diamonds jewelry in the one-of-a-kind jewelry box with the UV light.

 

Pickup service


What is the in-store pickup service?
Luminous Diamonds in-store pickup service allows you to make a purchase on LuminousDiamonds.com and pick up the item at the authorized store locations you chose at checkout. The number of stores for pickup is currently limited.

How will I know that an item is available to purchase online and pick up at a store?
You will see the list of stores on the checkout page. You can enter a shipping address or opt for in-store pickup by clicking on the store of your preference.

What should I bring to the store to pick up an item I purchased?
Please make sure you have your email confirming the in-store pickup of your order, and a valid form of ID (passport, driver's license, government-issued ID card, or a military ID card).

 

Returns & exchanges


What should I do if I want to return my order?
You can return Luminous Diamonds jewelry free of charge within 60 days of receiving your order so long as the jewelry is in original, unworn condition. Make sure that:

  • The jewelry is in the original, unworn condition, with all of the packaging and documentation (including the original AGS Certificate that accompanied your order)
  • You have notified customer service at returns@luminousdiamonds.com. Luminous Diamonds will send you the necessary shipping and packaging materials so that you can complete the return. We will cover the shipping costs for returns. Please note that we only process returns sent to us using Luminous Diamonds pre-authorized labels and packaging.
  • If the AGS Certificate is not received by ALJ along with your returned item, you will be charged a $100 replacement fee.

When I should expect the refund?
You can expect to receive your refund within 7-10 business days.

Can I exchange the item I purchased?
No, but you can return it by following the instructions and then buy the item you want instead. If you need help or want to have your item resized, please contact us at concierge@luminousdiamonds.com.

What I should do if my package looks damaged when it arrives?
If you believe that your package was damaged during shipping, please refuse the delivery.

Is there a manufacturing defect warranty?
Yes. Luminous Diamonds offers lifetime guarantee on jewelry pieces purchased through LuminousDiamonds.com . If there is an issue with your jewelry due to a manufacturing defect, Luminous Diamonds will always fix or replace it. If you believe your ring has a manufacturing defect subject to this guarantee, please contact us at returns@luminoiusdiamonds.com to arrange for shipment of your jewelry to us. We will contact you within 48 hours. Return shipping is free. (This warranty only covers manufacturing defects; any physical, wear-and-tear or other damage that happens after the jewelry is delivered to you is not covered. For more details, see Terms.)