FAQs
ORDERS & SHIPPING
When will my order ship?
The Serpent has sold far faster than expected, so we're shipping on a pre-order basis. Orders are dispatched in batches, in the order they were placed. The estimated dispatch for the next batch is shown on the product page when you order. Your order and the price you paid are locked in, so there's nothing you need to do. Email us any time for your order's latest estimate.
When will I get tracking? / Why does my tracking say "label created"?
You'll get a tracking email as soon as your order ships. If it says "label created" or shows no scans yet, your shipment has been reserved in an upcoming batch. It isn't lost, and it'll start updating once it's handed to the carrier. Track any time at lumivena.com/apps/track123.
How long does delivery take after dispatch?
United States, Canada, Australia & Europe: 5–12 business days · UK: 4–7 · Rest of world: 10–15.
Will it arrive in time for a birthday, holiday or trip?
Check the dispatch estimate on the product page and add the delivery time above. If you have a deadline, email us before you order and we'll tell you honestly whether it's likely to make it.
How much is shipping?
Free on orders over $55, otherwise a flat $4.95. Shipping Protection is an optional $4.95 add-on that covers a free replacement if your parcel is lost, stolen or damaged.
CHANGING YOUR ORDER
I entered the wrong shipping address. Can you fix it?
Yes, as long as your order hasn't been dispatched. Email us your order number and the correct address.
I picked the wrong colour, or got two of the same. Can I change it?
Yes, before dispatch. Email your order number and the colours you want.
Can I cancel my order?
Please contact us as soon as possible with your order number. We can cancel any order that hasn't been dispatched yet. Once it's shipped, our Refund Policy applies.
You couldn't find my order. What do I send?
Send your order number and the email you used at checkout. Can't find your order number? Check your junk or spam folder for your confirmation email.
THE SERPENT
What is it made of? Will it tarnish or turn my skin green?
304 stainless steel with a gold-tone finish. It won't rust, tarnish or turn your skin green. It contains a small amount of nickel locked in the alloy, so if you have a severe nickel allergy, check with your doctor first.
How long is it? Will it fit me?
About 40–45 cm (15.7–17.7 in), with a lobster clasp and an extension chain so you can adjust it. It's unisex and sits at the base of the neck on most people. It currently comes in one length only.
Can I shower or swim in it?
It handles splashes, but to keep the finish at its best, take it off before swimming, showering, the gym or perfume. Wipe it with a soft dry cloth and store it loosely coiled.
Does it come in silver?
The Serpent Necklace is gold-tone only for now. The Serpent Link Bracelet comes in Silver or Gold.
What colours are there?
Bronze Python (our most popular), Crimson Red, Emerald Green, Royal Sapphire, Ruby Rouge and Icy Blue.
Can you make a custom snake or a different design?
We don't make custom pieces, but new designs are on the way.
RETURNS
What's your return policy?
Contact us within 30 days of delivery. Items must be unworn and in their original packaging. Change-of-mind returns carry a 15% restocking fee. If your item arrives damaged, faulty or wrong, email us a photo and we'll send a free replacement. Full details are in our Refund Policy.
CONTACT
How do I contact you?
Email lumivenaccessories@gmail.com. We reply within 24–48 hours, 7 days a week.