Customer care
We are a small team and we answer every message ourselves. Whatever the question — a stone, a size, a delivery, a return — write to us and a person will reply.
Email · support@lumera-diamonds.com
We reply within 2 business days, Monday to Friday.
Please include your order number if you have one — it is in your confirmation email and starts with LM.
We reply within 2 business days, Monday to Friday.
Please include your order number if you have one — it is in your confirmation email and starts with LM.
What to write to us about
| Your question is about | Please include | Typical reply |
|---|---|---|
| An order you have placed | Order number, and the tracking number if it has shipped | 1 business day |
| Sizing, or a resize request | Order number and your correct ring size (US or HK) | 1 business day |
| A return or exchange | Order number and which items you are returning | 1 business day |
| A stone, certificate or specification | The product name or SKU code | 2 business days |
| A privacy or data request | Subject line "Privacy Request", and the email address on your order | Within 30 days |
| Wholesale or partnership | Your company and market | 3 business days |
Before you write
These four pages answer most questions faster than we can:
- Shipping & Duties — how long delivery takes to your country, and who pays import duty
- Returns & Warranty — the 30-day window, free resizing, and the 12-month warranty
- Terms of Service — how our stones are described, and how pricing and currency work
- Privacy Policy — what we hold about you and how to have it deleted
Business details
Mooning Limited
Incorporated in the Hong Kong Special Administrative Region
Trading as LUMÉRA at www.lumera-diamonds.com
Email: support@lumera-diamonds.com
Incorporated in the Hong Kong Special Administrative Region
Trading as LUMÉRA at www.lumera-diamonds.com
Email: support@lumera-diamonds.com
We trade online only and do not operate a walk-in showroom. All enquiries are handled by email so that there is a written record for both of us.
What we will never ask you for
We will never ask you by email for your full card number, your card security code, your password, or a payment to an account outside our checkout. If you receive a message claiming to be from us that asks for any of these, it is not from us — please forward it to support@lumera-diamonds.com and delete it.