Frequently asked questions.
Answers about ordering and shipping, our materials and their care, and where our pieces come from.
Ordering and prices
Why can prices here differ from prices on Etsy?
Etsy and this webshop are separate sales channels with their own pricing, fee and tax rules. Depending on the order and shipping route, Etsy may calculate and remit taxes or charges as a marketplace. In the Lelumáré webshop, you buy directly from Lelumáré in Germany, where § 19 UStG applies, so no VAT is charged or shown. All displayed product prices are final prices. Shipping costs are charged separately and depend on the destination, carrier and delivery type; they are shown at checkout.
Do the shop prices include VAT?
No. Under § 19 UStG (German VAT law), VAT is neither charged nor shown on invoices. The displayed product price is a final price; shipping costs are added separately. This is no disadvantage for you: the total at checkout is final. You do not have to pay any tax on your order yourself, and no tax is added afterwards.
Do I need an account to order?
No. You order as a guest, without an account or a password. A customer account is optional and changes nothing about how you order.
How do I use a discount code?
In the final checkout step, enter and apply a discount code below the order summary. You can use one entered code at a time. Remove it first to use another. Applying or removing a code prepares the payment again. If this fails, you return to the shipping step and can continue to payment again from there. Automatic discounts and the pre-order discount are independent of this code. The order summary shows the actual discount and the total calculated by the shop. The shop checks whether a code applies to your order; repeated attempts may be temporarily limited.
How do I know my order has been received?
After you place the order, a confirmation page shows your order number. We also send an order confirmation to the email address you gave at checkout. It contains the terms and the withdrawal notice, and your invoice is attached as a PDF. Once your parcel has been handed to the carrier, a shipping email follows with the details of the shipment. If no email arrives, please check your spam folder or write to shop@lelumare.com. A reservation of the amount is not yet collection of payment. For a refund, we inform you of the status confirmed by the payment provider; a request notification or an order cancellation confirmation does not yet mean a successful refund.
Shipping and returns
How much is shipping and where does Lelumáré deliver?
We currently deliver within the European Union only, excluding areas outside the EU VAT area such as the Canary Islands or the Åland Islands. Shipping costs depend on the destination, carrier and delivery type and are shown at checkout. The delivery time depends on the carrier and destination and usually takes 2–7 business days. Rates for each country and carrier are listed on the shipping page.
Who pays the cost of a return?
For an ordinary withdrawal, you bear the direct return shipping cost and send the goods to Lelumáré, Speditionsstraße 15a, 40221 Düsseldorf, Germany; the address is also in your receipt confirmation. For an accepted defect, Lelumáré bears the necessary return shipping cost and provides a label or advance after review. How to withdraw is described in the right of withdrawal policy.
How do I withdraw from my purchase or report a defect?
On the Withdraw from contract page you can withdraw from your purchase electronically or report a defect. You enter your name, your email address and the order number or another clear contract reference; for a defect you can add up to five photos. We confirm receipt by email straight away and then contact you with the next steps. Other withdrawal methods, including email, remain available. Deadlines and consequences are set out in the right of withdrawal policy.
What are my legal guarantee rights?
Statutory rights concerning defective goods apply to new goods. The limitation period for defect claims is generally two years from delivery. If your piece is faulty, you can, subject to the statutory conditions, first request a remedy free of charge, meaning repair or replacement; where applicable, a price reduction, termination and damages are also possible. You can report a defect on the Withdraw from contract page or in any other way, for example by email to shop@lelumare.com. The full provision is in § 7 of the terms and conditions. You can open the official EU notice on the legal guarantee here, on the collection page and at checkout under “Your legal guarantee rights”.
Customer account
What is a customer account for?
In your customer account you find your orders and their status again, keep addresses for your next order and manage your details. You can create it in the account area or directly at checkout. An account is not a journal subscription; the two stay separate.
Why do I have to confirm my email address?
After you register, you receive an email with a confirmation link. Sign-in is enabled only once you follow it. That way, only the person the address belongs to can open an account. If the link has expired or nothing arrived, just sign in again and we request a fresh confirmation. Please check your spam folder too.
Which rules apply to the password?
Your password needs at least 10 characters; only the length is mandatory. Upper and lower case letters, numbers and symbols make it stronger, and so do several unrelated words. We do not accept passwords that are too easy to guess, such as repetitions, keyboard runs or your own name. If you have forgotten your password, request a link for a new one on the sign-in page. After several failed attempts, sign-in pauses for a while. The sign-in button stays disabled until the displayed pause ends.
What is two-factor sign-in?
An optional extra layer of protection for your customer account. When it is on, signing in asks for your password and for a six-digit code from an authenticator app on your phone; any app for one-time codes (TOTP) works. You set it up in your account under Security and can switch it off there again. During setup you receive recovery codes. Each one works once, and we show them only at that moment, so keep them somewhere safe, apart from your password. We confirm every switch on or off by email. If that was not you, set a new password right away and write to shop@lelumare.com. During setup, click the displayed key to copy it.
What if my phone or the authenticator app is gone?
When signing in, enter one of your recovery codes instead of the code from the app; each one works once. If you have neither the app nor a recovery code at hand, write to shop@lelumare.com. We help once we have checked that it is you.
How do I delete my customer account?
You delete it yourself in your account under My details; you confirm with your password. Your sign-in, profile and saved addresses are removed, and signing in is no longer possible afterwards. We confirm the deletion by email. Orders, invoices and accounting records are kept for as long as the law requires. A journal subscription is separate and can be cancelled on its own. If something connected to your account is still in progress and prevents the deletion, write to shop@lelumare.com. More is set out in the privacy policy.
Gold Vermeil and care
What is Gold Vermeil?
Gold Vermeil is gold-plated sterling silver. Lelumáré uses 18K Gold Vermeil on a sterling silver base. On our pieces, the 18K gold layer is 2.5 microns (micrometers) thick. The material details on each product describe that piece; Gold Vermeil is not solid gold.
How does Gold Vermeil differ from other gold plating?
Gold plating describes a gold layer over another metal, which can be silver or a base metal. Gold Vermeil specifies sterling silver underneath. The base metal, gold alloy and coating thickness all matter when comparing pieces. The name alone does not promise a fixed lifespan.
What is sterling silver?
Sterling silver is an alloy containing 92.5% silver, often described as 925 silver. It forms the base of Lelumáré’s Gold Vermeil pieces. Silver can tarnish; on a plated piece, choose care suitable for the gold surface rather than an abrasive silver polish.
How long does Gold Vermeil last?
The gold surface can wear over time. Friction, moisture, cosmetics and how often you wear the piece affect that process. Gentle care helps preserve the finish, but we do not promise a specific number of years or permanent water resistance. A small confession: our own pieces have joined us in the sea on holiday more than once and came through well. We still would not promise that, so our advice stands: take them off before swimming.
How should I care for Gold Vermeil?
Wipe gently with a soft cloth and store dry, ideally separately in a pouch. Keep the piece away from perfume, lotion and water. Remove it before showering, swimming or exercise. Avoid abrasive polishing and silver dips on the gold surface, and follow the care details supplied with your piece.
What did the laboratory tests cover?
An independent German laboratory tested jewelry samples we submitted for nickel release, lead and cadmium. The reports assess the samples tested as passing within the stated scope. The results apply to the samples and test parameters identified in each report. The tests did not cover every item sold or every REACH requirement. A test result is not an EU quality seal. The results do not establish that the jewelry is nickel-free or allergy-free. Individual skin reactions cannot be ruled out. Please contact us if you have questions about the scope of testing. The European Chemicals Agency (ECHA) explains the regulation in its REACH overview.
Moissanite
What is Moissanite?
Moissanite is a gemstone made of silicon carbide. It is a different material from diamond, including laboratory-grown diamond. The Moissanite described in Lelumáré’s product details is laboratory-grown. Check the individual material description to see whether your chosen piece contains a stone.
How does Moissanite differ from diamond?
Diamond is carbon; Moissanite is silicon carbide. Both can look bright and clear, but they interact with light differently. Moissanite can show pronounced colored flashes. It should be chosen and described as Moissanite, not as a natural or laboratory-grown diamond.
Why is Moissanite used in jewelry?
Moissanite is valued for its brightness and flashes of color. It can bring a point of light to a small design, as in our Tidal Lines pieces. Its appearance offers a distinct design choice; it does not imply the origin, value or certification of a diamond.
How should I care for jewelry with Moissanite?
Care for the whole piece, including its gold surface and setting. For Lelumáré pieces, use a soft cloth, avoid water and cosmetics, and store dry. Protect the setting from knocks. Do not assume that a cleaning method suitable for a loose stone is also suitable for Gold Vermeil jewelry.
Origin and transparency
Where are the pieces made?
Our pieces are made in China, designed in Germany, and shipped from Düsseldorf. They are made from 18K Gold Vermeil on sterling silver.
Are the product images real or AI-generated?
We photograph our pieces ourselves, for real. Some shots are processed with AI tools, to even out the light, calm the background or remove image noise. Standard editing of that kind carries no label. As soon as an AI edit changes colour, material, shape or scene, or a medium is fully AI-generated, the notice required by Article 50 of the AI Act sits directly on the image or video. Colour, material and finish always match the piece as it is.