Frequently Asked Questions
About Our Pieces
What materials are your products made of?
Engineered with Precision.
Every component is calibrated for performance and presence. The weight, the finish, the security of the clasp, all are deliberate.
Individually Selected.
Each stone is hand-selected from small, artisanal batches for its distinct character. No two pieces are identical.
Materials of Substance.
We use solid gold, sterling silver, platinum, stainless steel, and select lab-grown gemstones. Nothing less.
Are your pieces water-resistant or tarnish-proof?
Engineered for Wear.
Our pieces are made from a range of demi-fine to fine materials, selected for durability. Most are water-resistant for everyday use.
Material-Specific Care.
Different materials require different handling. A detailed care guide is included with every order to provide precise instructions.
Follow the Guide.
Adhering to the provided care instructions is essential for the longevity of your piece.
How should I care for my jewelry?
A detailed care guide is included with every order. The instructions are specific to the materials in your piece and are essential for its longevity.
What is your warranty policy?
1-Year Manufacturing Warranty.
Covers all solid gold and sterling silver pieces against manufacturing defects for one year from the date of purchase.
Scope of Coverage.
This warranty includes issues like broken clasps or missing stones resulting from a manufacturing error. It explicitly excludes loss, general wear and tear, accidental damage, or damage from improper use or exposure to chemicals.
Claim Process.
Proof of purchase is mandatory for all claims. To initiate a claim, contact our support team with your order details.
You can view our warranty page by clicking here.
Do you offer custom or personalized pieces?
Yes! We offer custom and personalized options for select pieces. Reach out to our team to discuss your vision and we’ll guide you through the process.
Will items look exactly like the photos?
We photograph every piece to accurately showcase its true design, detail, and craftsmanship. While we strive to maintain consistency in every item, each piece is handmade, so minor variations in texture, finish, or stone characteristics may naturally occur.
These small differences are part of what makes your jewelry uniquely yours. Please also note that lighting and screen settings may slightly affect how colors appear.
Orders & Shipping
How long will it take to receive my order?
We ship in-stock items within 1 to 2 business days, and they usually arrive within 3 to 9 business days, depending on your location. For made-to-order pieces, please allow 2 to 4 weeks for us to create your piece. Exact timing can vary based on where you are and the shipping option you choose.
Do you offer international shipping?
Not yet! We are currently within Canada only. We are working hard to expand this worldwide. Please let us know if you are looking to purchase from a country outside of what we currently offer.
What do I do if my tracking number isn’t working?
Tracking may take up to 48 hours to update after your order ships. If it's still not working after that, reach out to our support team at here.
We always aim to get back to you within 24 hours.
Are taxes and duties included in the price?
You won’t have to pay any extra duties or taxes when your order arrives, it’s all taken care of by us.
Payments
Is my payment secure?
Absolutely. Your payment is 100% secure. We use industry-standard SSL encryption to protect your information, and all transactions are processed through trusted, authorized payment providers—just like those used by major Canadian retailers and Shopify stores
Will I be charged extra sales tax?
Sales tax may apply depending on where your order is being shipped. If it does, you'll see the exact amount clearly listed at checkout—no surprises!
Brand & Experience
Where is Lumay Labs based?
Toronto, Canada. Headquarters for design and operations.
Do you have a sustainability policy?
Lab-Grown Gemstones.
We use exclusively lab-grown fine gemstones. This process ensures exceptional quality and light performance, independent of traditional mining operations.
Sustainable Metals & Process.
Our metals are sustainably sourced. Our manufacturing is engineered for material efficiency and the longevity of the final piece.
Do you offer collaborations or wholesale opportunities?
We’re always open to meaningful partnerships. For collaboration or wholesale inquiries, please contact us directly, we’d love to hear from you.
How can I get in touch with customer support?
You can reach our customer care team here. We aim to respond within 1–2 business days and are here to assist with anything you need.
For quicker support, click on the chat icon in the bottom right to directly message us.