Contact & FAQs

All our items are sent via Royal Mail. In the UK we offer Tracked 48 or Special Next Day delivery. 

Please note, Special Next Day delivery does not speed up the time to handcraft your bespoke item, however it will reach you sooner once despatched from our workshop.

Yes we do! Here are all the countries we ship to: United Kingdom, Austria, Australia, Belgium, Canada, Croatia, Denmark, Estonia, Finland, France, Germany, Greece, Ireland, Italy, Netherlands, New Zealand, Norway , Poland, Portugal, Spain and United States. 

We offer two shipping options for International customers – Tracked and signed for or just tracked, each option usually being delivered in 7-10 working days.

Sometimes your goods will be subject to inspection and possible further charges by your country’s Customs Office. These inspections are outside of our control and may cause delays. Customers are responsible for all customs fees, duties, and taxes imposed by the customs authorities of the destination country.

If you have provided the incorrect shipping address during checkout, please let us know immediately so we can correct it. If you do not inform us of this error during checkout and your item is delivered to the incorrect address, Le Mela holds no responsibility for this.

If you fail to take delivery of your order and the item is returned to us by the courier, delivery charges will apply for us to repost your items.

When no one is present to receive the delivery, the courier may have left the package in a safe spot or at your local post office. Check around your property, with neighbours or building management. Also, confirm the shipping address on your order confirmation. Sometimes packages are marked as delivered but arrive shortly after. If you still can't locate it, please contact the courier directly.

You will receive a confirmation email with tracking details once your order is shipped. If you don’t see it, check your spam folder. Tracking may take 24 hours to update, so if it’s not active right away, don’t worry—your order is still on the way!

At Le Mela we take great pride in ensuring your items are of the highest quality. On the very rare occasion that an item may arrive faulty, we must be notified of any faulty or damaged goods within 5 working days of delivery. Please email info@lemelajewellery.co.uk with your order details and images of the fault.

Our made to order pieces are specially handcrafted to your selected specifications, including size, metal type, and (or) stone choice. As these items are custom made just for you, we are unable to accept returns or exchanges. We encourage you to double-check all details before placing your order, and we're always happy to help if you have questions about sizing or options before purchasing. This does not affect your statutory rights.

Yes, items from our Ready to Ship collection can be returned within 14 days, provided they are in the original condition. Unfortunately, we cannot accept earrings back due to hygiene reasons.

Yes, unused Lumin kits in their original condition are subject to a 14 day refund policy.

As the customer you will be responsible for returning the kit to us.

If within 31 days you decide not to proceed with having your item cast we are happy to offer a refund minus a £25 kit fee and your original postage. Any Lumin order 31 days cannot be refunded.

We aim to despatch all orders placed before 3pm the same day (excluding Fridays, weekends and bank holidays). Therefore, we are unable to cancel orders that have already been processed. Should you wish to return an item please see our Returns Policy. 

Please note that all made to order, wedding and commissioned items are crafted specifically to your requirements, including choices such as size, stone, metal, and other specifications. Once payment is received, we begin sourcing materials and/or crafting your piece immediately. As a result, these items cannot be cancelled or returned. This policy does not affect your statutory rights.

You have 6 months from the date of purchase to return your wax design to us. After 6 months there will be an additional fee of £25 to cover the cost of fluctuating metal prices, which will be invoiced upon us receiving your wax design.

Once we receive your wax design, we will notify you via the email you supply on the registration form. It will then take 4 weeks for silver items and 6 weeks for gold items to be cast and hand finished before being returned to the “Maker’s” address on the registration form. 

Please check your spam folders for this email and any other emails you may have supplied us with.

Please send your wax back to us in the protective tin provided and include your registration form. 

If you’re purchasing a U.K. kit, you will be provided with a pre-paid envelope to send your wax back to us.

If you’re an international customer it is your responsibility to return it back to us and we’d recommend using a tracked service. Please follow the instructions correctly provided in the kit including how to declare your return to avoid custom fees.

If you are an international customer, we will first request your tracking number. Please use this number to track the return yourself and help determine the current location of your wax design.

For UK customers, please note that our prepaid return envelopes do not include tracking. In this case, we will ask you to provide your order number, the email address used on the registration form, and any other details that may help us locate your wax design.

If we confirm that your wax design has been lost in transit, you may need to purchase additional waxes and we will issue you a new registration form.

When you return you wax along with the completed registration form, you are giving us permission to process your wax regardless of its quality.  

If you want to check with us before returning this is no problem, send us a picture of your wax imprint to info@lemelajewellery.co.uk and we’ll put your mind at ease. 

Alternatively, you may return all your waxes to us, and we will carefully select the most suitable piece for casting. Please note that any unused waxes will be discarded, unless you specifically request their return.

Our cufflink, bracelet and necklace kits include 4 wax pieces, so you have a few attempts to get the perfect print. You’re welcome to return all 4 imprints for us to pick the one that will give the best result. Do not combine the wax pieces as they are provided at a weight that translates to the weight of metal for each unique LUMIN product. 

If we receive waxes that are of a combined weight they will automatically be rejected and you will need to re order and complete new prints.

While our pendant kits can be used double-sided, please note that both sides must be printed at the same time. Coordinating two pets to press their paws together with the wax in between can be challenging! For this reason, we recommend choosing a necklace kit with two separate pendants, one for each pet.

Alternatively, if you complete two separate wax prints we can combine them for an additional £25. Just enclose a note with your returned waxes requesting this and we will send you a supplementary invoice.

Once we receive your wax back in the post, we will email confirmation to the email address provided on the registration form. Please check all possible emails and spam folders for this, before contacting us.

If you have not submitted your registration form along with your wax design, we are unable to identify the ownership of the wax. As a result, we cannot process your wax design unless the completed registration form is included.

If you are unable to get a satisfactory print from the waxes provided, you will need to purchase more additional waxes from the website.

Yes, you need to know this when placing an order. We do offer a free ring sizer through the following link. Free Ring Sizer

Not exactly. The wax rings you receive may vary slightly in size compared to the final ring, this is due to the casting process. Rest assured, your finished ring will be crafted to the exact size you selected at checkout.

If you have ordered the wrong wax size for a Lumin Kit you will need to purchase additional waxes in the correct size here. When returning your design, please amend the registration form by circling the new size.

No, we do not keep copies of your wax design. This is because of the lost wax casting process, in which your original wax model is melted away and replaced by a solid metal replica. Each piece is truly one of a kind!

Typically, our Lumin kits are cast in either 9ct Gold or Sterling Silver.

If you would like a quote for an alternative metal e.g white gold, higher carat yellow golds or platinum, please get in touch.

If you’d like to upgrade your kit to a solid 9ct yellow gold piece, please include a note confirming the upgrade when you return your wax design along with your registration form. Once we receive your items, we’ll calculate the price difference and send you an invoice for the adjustment.

Yes! If you have multiple successful wax prints that you'd like cast in addition to your original order, we are happy to help. Please contact us for a custom quote based on the additional pieces.

Yes! If you’ve received a finished Lumin piece and would like to have it replicated, we can create a mould from your jewellery to produce an exact replica. This is a beautiful option for creating keepsakes.

Please contact us to discuss your requirements in more detail.

Sterling silver can turn your finger green because it contains copper, which reacts with moisture, sweat or products on your skin to form green copper salts. This reaction is more likely if you have acidic skin or wear the ring in humid conditions. To prevent it, keep the ring dry and clean. From experience this colouration on the skin will disappear over a few weeks once you have worn the item for some time.

We’d recommend having your finger measured by a local jeweller as they can advise you on fit and feel. Also, you may have noticed your fingers fluctuate between a size depending if your hands are cold or hot. 

As Le Mela is based in the UK our ring sizes are measured in letters, you can simply convert into our sizing method using the chart provided.

We also offer a FREE ring sizer which can be purchased on our website.