Refunds & Exchanges Lugaro Jewellers makes the selection process easier while ensuring that your jewellery is truly timeless and exceptional. We assist you in selecting the finest diamonds and jewellery. We strive for our stunning diamonds & exquisite jewellery to meet or exceed your expectations.  However if you are not completely satisfied, simply return/exchange your item within twenty one (21) days, in its original/unaltered condition, for the refund excluding shipping & handling charges. If you have received any free gift along with the purchase product, it must be returned too. No refund will be made otherwise. How to return an order: Obtain the Return Authorization Code: Call our Customer Contact Center at 1-888-E-LUGARO   (1-888-358-4276) to obtain a return authorization number. Complete the return form provided with the original packing materials. Write the RAC number on the outside of the package you are returning. Packing your order: Secure your item(s) and all the original packing materials, including the return form, packing slip and if applicable, any certificates (a $50-$200 replacement fee will be charged otherwise depending on the certificate format) & Hearts and Arrow Loop (a $40 replacement fee will be charged) if appropriate, in a plainly wrapped cardboard box. NOTE: Do not write Lugaro Jewellers, jewellery, diamonds or other luxury-related words anywhere on the package, as this invites theft/fraud. Shipment and Insurance: Use the following shipping methods depending on the value of your order. For your protection, please insure every return and make sure you get a receipt confirming your return has reached Lugaro Jewellers Customer Contact Centre. Lugaro Jewellers is not responsible for items lost or damaged while shipping. Canadian Customers If your order is valued at under $300, you can ship it back by any carrier. Lugaro Jewellers recommends FedEx or Canada Post Registered Mail. If your order value is over $300, ship your return via FedEx insured, air delivery. International Customers If your order is valued at under $300, you can ship it back by any carrier. For returns of over $300, customers will have to get items insured by a 3rd party insurance company, as FedEx and UPS will not insure international orders over $500. Lugaro Jewellers is not responsible for arranging coverage/insurance for any returns. Mail the package to: LJ Customer Contact Center, #109-935 Marine Drive, North Vancouver, BC V7P 1S3, Canada Return Process Our Customer Contact Center representative and/or goldsmith will inspect and verify the condition of the item once we receive the return. Returns take approximately five business days to process upon receipt of the item. The original Lugaro Jewellers security tag must still be on the item in order for refunds to be processed. Lugaro Jewellers will refund the full cost of the item EXCLUDING shipping, handling and insurance charges. Refunds will be made using the method of payment used in the original purchase. Conditions of return Packages without a return authorization number will not be accepted for refund. Items must be returned in the same condition as it was sent from Lugaro Jewellers within 21 days from the date of SHIPMENT. Orders received after this date will not be accepted for a refund/exchange. Any returned items showing signs of wear or those that have been engraved, altered, resized (by a jeweller other than Lugaro Jewellers), or damaged in any way will not be accepted for refund/exchange. Custom orders like orders with special finger sizes (in cases where ring setting style requires manufacturing it in the needed size) cannot be accepted back for a refund/exchange.  Poorly packaged or uninsured items will not be accepted. The cost for returning the merchandise is the sole responsibility of the customer. Shipping, Handling and Insurance Charges are not refundable for any reason. Items can not be returned at Lugaro Jewellers retail locations. All online purchases must be exchanged or refunded through the website. Online refund policies are not valid in retail locations. Loose Diamonds which have been set are not refundable. Lugaro Jewellers is not responsible for lost or stolen items (once in possession of the customer). Refunds and/or exchanges are subject to verification/inspection and diamonds received for return must match our records exactly. A $50-$200 charge (depending on the format of the certificate) will be applied to diamonds and jewellery returned without their original certificate(s).