Return Policy

Return & Exchange Policy

Thank you for shopping with LUIS MORAIS. We take pride in the quality and craftsmanship of our jewelry. Please review our policy below before placing your order.

Order Cancellations

Orders may be cancelled within 24 hours of purchase for a full refund to the original form of payment.
To cancel, email customerservice@luismorais.com with your order number within 24 hours of placing your order.
After 24 hours, orders can no longer be cancelled.
Custom and special orders cannot be cancelled once production has begun.

No Returns for Refund
All sales are final. We do not accept returns for refunds. Eligible items may be exchanged or returned for store credit as described below.

Exchanges & Store Credit

We offer exchanges or store credit on eligible items within 10 days of delivery. To qualify, you must request authorization within this window.
Items must be unused, unworn, and in their original packaging.
The original security tag must be attached and intact. Items returned without the security tag, or with the tag removed or tampered with, will not be accepted.
Store credit will be issued for the purchase price of the item, excluding original shipping charges.

Final Sale Items
All custom and special orders are final sale and are not eligible for exchange or store credit. This includes, but is not limited to:
– Engraved items (initials, names, dates, or any personalized markings)
– Customized pieces produced specifically for the customer outside of standard inventory, such as items made in white or rose gold, special materials, made-to-order designs, or any non-standard variation
– Any item from the Custom Collection

Please note: custom size requests are not considered customized pieces and remain eligible for exchange or store credit.

Exchange Process

Email customerservice@luismorais.com with your order number, the reason for your request, and whether you would like an exchange or store credit.
Once your request is approved, we will send you return instructions. Please do not ship any item without authorization.
Ship the item using a traceable or insured method. LUIS MORAIS does not assume responsibility for lost, stolen, or mishandled shipments.
Shipping costs are the customer's responsibility, except in cases of confirmed manufacturer defects.
Your exchange or store credit will be processed once the item is received and inspected.

Damaged or Defective Merchandise
If your item arrives damaged or defective, please email photos and details to customerservice@luismorais.com within 48 hours of delivery. Defective items may be eligible for repair, replacement, or refund upon review. Shipping costs for confirmed defects will be covered by LUIS MORAIS.

International Orders & Customs Duties
International customers are responsible for any customs duties, VAT, or import taxes imposed by their country. These charges are assessed by local customs authorities and vary by destination. LUIS MORAIS has no control over these fees and is not involved in their assessment or collection.

We are not responsible for delays caused by customs processing or any additional charges incurred. Refusal to pay customs duties may result in the order being returned or destroyed by the carrier, and we cannot issue refunds in such cases.

We recommend checking with your local customs office for more information about potential fees before placing your order.