Shipping, Return, Warranty & Exchange Policy

Returns and Exchange Policy

At Soraya Luxe, we’re committed to delivering high-quality jewelry you’ll love. While we don’t offer refunds or returns, we’re here to assist you with exchanges or resolving any issues with your purchase. If you have concerns, email us at contactsorayaluxe@gmail.com, and our team will be happy to help.

Important Information:

  1. No Refunds or Returns: Refunds and returns are not available for purchases.
  2. Final Sale Items: Products purchased on sale, using discount codes, or gift cards are not eligible for exchanges or returns.
  3. Color Variations: Slight color differences due to lighting or screen settings are normal and not considered defects.
  4. Hygiene Policy: For hygiene reasons, earrings or other pierced jewelry cannot be exchanged or returned.
  5. Unboxing Video – Highly Recommended: To help us resolve any concerns quickly, we suggest recording a video while unboxing your package. This ensures smoother claims processing if necessary.

Damaged or Broken Jewelry

If your jewelry arrives damaged, we’ll make it right! Here’s what to do:

  1. Contact Us: Email contactsorayaluxe@gmail.com within 48 hours of delivery. Include:
    • Your order number.
    • Pictures of the damaged item.
    • An unboxing video.
  2. Return the Item: If required, we’ll guide you on returning the product in its original packaging, along with the receipt or invoice.
  3. Replacement or Credit Note:
    • If the product is in stock, we’ll send a replacement. Address updates can be accommodated before dispatch.
    • If unavailable, we’ll issue a credit note (excluding shipping costs) for future use.

Cancellation Policy

  • Before Shipment: If your order hasn’t shipped, you can cancel it by emailing contactsorayaluxe@gmail.com. We’ll process your refund within 7 business days.
  • After Shipment: For orders already shipped, refunds will be processed once the product is returned to our warehouse and verified.

Warranty Policy

We stand by the quality of our products with a 6-month warranty to ensure your peace of mind.

How to Claim Your Warranty:

  1. Email Us: Reach out to contactsorayaluxe@gmail.com with your order number and clear pictures and videos of the product.
  2. Return the Item: Ship the item back in its original packaging, including the invoice.

What Happens Next?

  • Replacement: If approved, we’ll send a replacement within 10 days.
  • Repair: Repairs typically take about 15 days.
  • Out of Stock or Irreparable Items: We’ll issue a credit note (excluding shipping costs) for future purchases.

What’s Not Covered Under Warranty?

  • Improper Care: Damage caused by neglecting jewelry care instructions.
  • Wear and Tear: Fading, scratches, or signs of regular use.
  • Mishandling: Cracked or broken stones due to dropping or misuse.
  • Third-Party Repairs: Warranty becomes void if repaired by someone else.
  • Stone Issues: Stones falling off or related concerns are not covered under warranty.

Note: The warranty specifically covers gold plating for 6 months. For best results, follow our Jewelry Care Instructions to maintain your pieces.

For any questions or assistance, feel free to reach out at contactsorayaluxe@gmail.com. We’re here to help!