JENNA A.
Avoid this company if you value your consumer rights.
Order #4596 I purchased a Karoline White Snake Ring, advertised as 925 sterling silver, for £106.20. The ring arrived five days ago and was worn on just three short occasions. It has already started losing its silver-coloured finish and is turning a copper colour. I contacted customer services requesting a refund or replacement. They acknowledged that the ring “does not meet our quality expectations” and accepted it may have an individual quality issue. Their initial proposal was that I could receive a replacement only if I paid a further $20 shipping fee, which they described as a “gesture of goodwill” and the “final resolution” for my order. Following my complaint, they changed their position and offered either a replacement, a 40% store credit, a 50% partial refund if I kept the ring, or a full refund only if I paid to return what they have already accepted is a faulty item. They also suggested store credit to offset the return postage instead of covering the return costs directly. In my view, this falls well short of the standards UK consumers should expect when a retailer acknowledges a product has a quality defect. Consumers have statutory rights when goods are faulty or not as described, and those rights are not replaced by goodwill offers, store credit or partial refunds. I have now asked my credit card provider to investigate the matter and will be pursuing it formally and aggressively. Based on my experience, I would strongly advise anyone in the UK to think carefully before purchasing from this retailer.
Response from Lumer AuraJul 16, 2026
Dear Customer, Thank you for taking the time to share your feedback. We are truly sorry to hear about your experience with your Karoline White Snake Ring and understand your disappointment. At Lumer Aura, we strive to provide high-quality jewelry and excellent customer service. The issue you described does not reflect the standard we aim to deliver. We sincerely apologize that this particular piece did not meet your expectations. We would also like to clarify that our intention was never to avoid resolving the issue. Our proposed solution was based on our standard after-sales process, but we understand that it did not meet your expectations, and we regret any frustration this caused. Your feedback has been shared with our customer support and quality control teams for further review. We remain committed to finding a fair resolution and would appreciate the opportunity to continue discussing your case directly. Please feel free to reply to our support team with your order details if there is anything further we can do to assist. We sincerely apologize again for the inconvenience and appreciate you bringing this matter to our attention. Your feedback helps us improve both our products and our service. Kind regards, Lumer Aura