RETURNS & EXCHANGES

Customer satisfaction is our highest priority, everything we craft is made with the utmost care, using the finest materials and we want you to be happy wearing our pieces. If for any reason you are not completely satisfied with your purchase, you may contact customer service at info@luluandshay.com to obtain a Return Authorization Number. No refund will be granted without a Return Authorization Number. 

If for any reason you are unsatisfied with your purchase you may exchange your unworn merchandise within 10 days of receipt for full store credit (minus shipping ), or a refund back to original payment method minus a15 % restocking fee . The jewelry must be in new condition and returned in the original packaging. Sample Sale, sale items,custom or special orders are not returnable, including custom earrings, necklaces, pendants or rings- but they can always be modified if needed. For your protection, please package the item securely in a hard box with the original receipt and send it using an insured delivery service. There are no returns offered on international shipments. 

Cancellations

If you would like to cancel an order you must email us at info@luluandshay.com within 24 hours of when you placed your order. All pieces are made to order, once production begins on them they cannot be cancelled.

Additional Policies and FAQs

RING SIZES:
All the pieces can be made by special order to specific ring sizes. Please contact us at info@luluandshay.com if you need help finding your ring size.

Please email us if you require a ring resize. If requested in the first 30 days of purchase a one time resize is free of charge. You will be responsible for shipping the ring to us and it can take 3-4 weeks to resize. After 30 days there is a $30 fee to resize.

This initial resize service is free; you are responsible for shipping the ring to our studio for the service. Please use one of our sizers to determine the correct size, subsequent resizing services or those after 30 days will require a $30 fee.

Our current timeline for resizing requests is 3-4 weeks from the time we receive your ring. Please email us at info@luluandshay.com for our shipping address and instructions.

JEWELRY CARE:
All metals including gold can oxidize over time or if they are not cared for properly. Make sure to protect your jewelry from perfumes or other cosmetics as well as from bleach or detergents. Over time matte jewelry burnishes with wear. It can be re-matted by rubbing with a paste of baking soda and water, or gently brushing with a green 3M scrubbie pad. Sterling silver and 14k gold jewelry is easily cleaned with regular dish soap and water. Tarnish or darkening of the metal, especially in recesses of the piece, is caused by oxidation of the surface layer of metal. It occurs over time with exposure to air and moisture. Wearing your jewelry in the water or during bathing will speed up tarnishing. Storing your jewelry in a dry airtight container will inhibit tarnish. Silver cleaner form the hardware or pharmacy is an easy way to clean the tarnish from your silver and gold jewelry. 

SHIPPING:

We ship within the United States via UPS Ground for free.  We also ship internationally for a flat fee of $55 not including any import duties/taxes. We will email you with your tracking number when your order is ready to ship. Please email us at info@Luluandshay.com if you need to make special arrangements for your package or need expedited shipping. If you need something shipped immediately please email us at info@Luluandshay.com, we have many in stock items and can help you pick something perfect that can be shipped the same day!

International Orders

International orders will ship with either UPS or USPS insured with the customer responsible for any customs/duties fees. This cost is determined by each country’s customs.

Orders shipped outside of the United States may be subject to import taxes, customs duties and fees levied by the destination country. Additional charges for customs clearance must be borne by the recipient; We can not predict what the charges will be, nor do we have control over them.If you are shipping to a destination outside the United States, you are responsible for making sure the item can be lawfully imported to the destination country. The recipient is the importer and must comply with all laws and regulations of the destination country.

SPECIAL ORDERS:

Because our jewelry is all handmade, we can always accommodate special orders and love to do so! Please contact us at info@luluandshay.com  if you are interested in a metal that is not pictured, a necklace in a custom length, stone options or if you want to discuss a piece that is your own idea, etc. Special orders are not returnable. 

PACKAGING:

All our items are packaged in 100% recycled boxes with a logo sticker and a bow. This is also placed in our special handmade linen drawstring pouches with ribbon closure.

GIFT CERTIFICATES:

We offer gift certificates in any denomination. It will arrive packaged in a gift box with a biography card and mailed within 2 business days of your order as well as will be emailed instantly to either you or the recipient (you can choose at checkout). Please contact us at info@luluandshay.com to place an order. 

REPAIRS:

We take pride in our craftsmanship and want you to enjoy your jewelry for many years to come.  We will repair or replace any defective pieces we see fit and deemed to have been defective, for a period of 3 months from the date of purchase. Normal wear and tear is not covered by the warranty. After 3 months, we will repair your jewelry for reasonable materials and shipping fees and such costs will be communicated to you in advance.Please contact us at info@luluandshay.com for repair if your item was purchased through our website.  Because of varying policies, repairs for items purchased through a store must be handled by that store.

CANCELLATION POLICY:

If you wish to cancel your order for any reason, please contact us at info@luluandshay.com within 24 hours. We may be able to cancel it past time, but if your order has already started to be made there may be a small cancellation fee.

PAYMENTS:

Prices displayed are in U.S. dollars. We accept all major credit cards, Paypal and Apple Pay. All credit card transactions on this site are processed using Stripe, Paypal, and Apple Pay. These are secure online payment gateways, which encrypts your card details in a secure host environment

 

WHOLESALE:

Please contact us at info@luluandshay.com if you are interested in carrying Lulu & Shay Jewelry in your store.