Widerrufsrecht

At Giantluster, customer satisfaction is important to us. Please read the following policy carefully before submitting a return or refund request.

Returns Eligibility

If you are not satisfied with your purchase, you may request a return within 14 days of receiving your order.

To be eligible for a return, the item must:

  • Be unused, unworn, and unaltered
  • Be returned in original condition
  • Include all original packaging, certificates, and tags
  • Be sent back using the original packaging
  • Be accompanied by a valid receipt or proof of purchase

Please note:

  • Shipping fees, packaging costs, transaction fees, and any return-related handling fees are non-refundable
  • Customers are responsible for return shipping costs, customs duties, and import taxes
  • A trackable shipping method is required

Return Authorization Required

Before returning any item, you must contact us first at:📧 service@giantluster.com.
Returns sent without prior approval will not be accepted.

If your return request is approved, we will provide:

  • Return instructions
  • Return address
  • Shipping guidance

Once approved, the item must be shipped within 15 days.

Damaged or Incorrect Items

Please inspect your order immediately upon delivery. Contact us within 24 hours of delivery if:

  • The item arrived damaged or broken
  • You received the wrong item, size, or color

To submit a damage claim, please email:

  • Order number and tracking number
  • Clear photos and videos of:
  • The product
  • All packaging
  • Shipping label

We photograph and verify all items and packaging prior to shipment.
Once received, we will assess whether the damage occurred during transit.

If confirmed as shipping damage:

  • You will be provided with a return address
  • The item must be returned for inspection
  • A refund will be issued after verification

For orders that originally qualified for free shipping, the outbound shipping cost will be deducted from the refund.

Lifetime Warranty

At Giantluster, we proudly stand behind our craftsmanship with a Lifetime Warranty on all jewelry.

Within 30 days of delivery, manufacturing defects (excluding misuse or normal wear and tear) will be repaired free of charge. After 30 days, repairs are still available under our Lifetime Warranty; however, repair fees will apply depending on the extent of the damage.

Customers are responsible for all shipping costs, customs duties, import taxes, and related fees. A trackable shipping method is required for all repairs.

Before sending any item, please contact us for authorization and instructions at:
📧 service@giantluster.com

Non-Returnable Items & Exceptions

The following items are non-refundable and non-exchangeable:

  • Earrings, grills, and custom-made items
  • Final sale items
  • Gift cards
  • Worn, damaged, or altered products
  • Discounted or promotional items
  • Personalized products (including custom pendants, photo necklaces, engraved jewelry, and custom moissanite 925 silver items) after 24 hours of purchase

Custom Orders

All custom jewelry orders are final sale once production begins.

Please note that manufacturing timelines (typically 3–6 weeks) are estimates only. Delays may occur due to material availability, design changes, manufacturing complexities, or global shipping issues. These do not constitute grounds for cancellation or refund.

All CAD Designs are strictly non-refundable, regardless of whether you choose to proceed with the manufacturing of your custom order or not. Once a CAD Design has been created, our design team has already invested significant man-hours, expertise, and labor into developing your custom piece, which represents a substantial portion of the work required. For this reason, the CAD Design fee is non-refundable under any circumstances.

Progress photos or updates may be provided when available but are not contractually guaranteed.

By placing a custom order, you authorize Giantluster to use finished product photos/videos for marketing and portfolio display unless otherwise agreed in writing.

Exchanges

To receive your replacement item as quickly as possible:

Return the original item following the approved return process.You need to ship the product within 15 days. You will be responsible for shipping costs and any customs clearance fees incurred.
Place a new order separately once the return is accepted

Wear & Care Disclaimer

We are not responsible for damage caused by:

  • Normal wear and tear
  • Improper care or maintenance
  • Exposure to chemicals, moisture, or excessive force

Customers are responsible for proper jewelry care, including:

  • Avoiding chemical exposure
  • Wiping jewelry with a soft cloth after wear
  • Storing jewelry in a dry, low-humidity environment (preferably in an  jewelry box)

We do not recommend wearing jewelry while:

  • Exercising
  • Swimming
  • Showering
  • Using pools or hot tubs

Scratches, oxidation, or fading over time are normal and may be restored through professional replating by a local jeweler.

Customs Duties & Import Taxes

Orders held, abandoned, or destroyed due to unpaid customs duties or import taxes are not eligible for refunds or exchanges. Please consult your local customs office before placing an order.

Delivery Delays

Estimated delivery times are provided for reference only.We are not responsible for delays caused by:

  • Shipping carriers
  • Customs clearance
  • Holidays
  • Global logistics disruptions

Delivery delays do not qualify for refunds or cancellations.

Material Disclosure

We offer both solid gold and gold-plated jewelry. All material information is clearly stated in each product description.Refund requests based on claims such as “this is not real gold” are invalid if the product is accurately described as plated.

Descriptions such as:

  • “14K White Gold Plated”
  • “Gold Plated”

Refer to decorative metal coatings applied for color and finish enhancement, often over sterling silver or other metals, following standard industry practices.

Material composition may vary based on supplier processes. All product descriptions are provided in good faith according to manufacturer specifications.

Refund Processing

Once we receive and inspect your return, we will notify you of the approval status.

If approved:

  • Refunds are issued within 15 business days
  • Funds are returned to your original payment method
  • Processing times may vary by bank or credit card provider

If you have not received your refund after 15 business days, please contact us at:
📧 service@giantluster.com