Frequently Asked Questions

Ordering | Payments | Shipping

Ordering

1. Do I have to Create an Account to place an order?
   • No, accounts are totally optional.
2. How is your Our Guarantee works?
   • We offer 7-days return or exchange, if the item you received is significantly not as described or damaged in transit. Due to different screen color representation, surrounding lighting, and product nature, the product colors may vary slightly than in person. Please follow the process as stated in our Return Policy.
3. How do I know if the Size will fits?
   • All the products will have the Measurements (e.g. Bracelet Length) clearly stated in the description. Please check to ensure that it fits your requirements. If you have any concerns, please email us at support@lulufinery.com.
4. What if I need to Modify the Contents of my Order?
   • If you would like to add items to your existing order, please place an additional order. We do not store your credit card information and cannot process changes made after the order is placed.
5. Can I Ship the Products to an Address that does not match my Billing Address?
   • Yes, definitely! During the checkout process you are able to enter any shipping address and specify a different billing address.
6. Can I Cancel my Order?
   • You are able to cancel your order subjected to below.  You must email us within 12 hours after creating your order for the cancellation to be eligible.  Please email to support@lulufinery.com with the subject line “CANCEL” and your Order number.  There will be a small cancellation fee incurred. No cancellation is allowed after 12 hours of order’s creation time.
   • For more detail, please refers to our Return & Refund Policy.
7. How do I know that my Order is Confirmed?
   • Shortly after placing your order you should receive an Order Confirmation email at the email you entered during the checkout process.  You will be sent a receipt for your order by email after payment is made. If you did not receive any email,  please make sure your email is correct and kindly check your SPAM folder to see if your email was sent there.
   • If your email address is incorrect, please inform us at support@lulufinery.com immediately.

Payments

1. How Secure is Shopping? Is my Data Protected?
   • Your data will be handled confidentially and encrypted with SSL (Secure-Socket-Layer) secure server software. The encrypted information of your order, your name, address, credit card or bank details cannot be read by any third party. Credit card payments will also be verified through the 3D secure procedure.
2. Which Payment Methods are accepted?
   • We currently only accept payments by credit card (Visa / MasterCard / American Express / JCB / Diner’s Club International) via Stripe. More payment methods will be added in the future.
3. Why am I Charged Before my Order has Shipped?
   • Our payment provider automatically and securely processes your order immediately after it is placed.
4. Will I be Charged for Customs & Taxes?
   • The prices displayed on our site are tax-free, which means you may be liable to pay for duties and taxes once you receive your order. Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office. Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.

Shipping

1. How do I know if my Order has been Shipped?
   • When your order is shipped, you will receive a Shipping Confirmation email with your tracking link.  Please allow 3 to 5 working days for the tracking information to update.  If you did not receive any email,  please make sure your email is correct and kindly check your SPAM folder to see if your confirmation email was sent there.
2. Why is my Order being Shipped in Different Packages?
   • If you have a multi-item order, each item may be shipped from a different international warehouse, depending on which one has them available the fastest. Alternatively, if an item is popular and on a bit of a back order, we might ship your items at different times, in different packages, to prevent holding up your order and to get it to you as fast as possible!
3. When will I Receive my Order?
   • Orders are shipped out directly from any of our many domestic & international warehouses and they will do everything they can to get you your order as fast as they can! Due to very high demand, please allow estimate 7 to 14 days for shipping  (varies from product to product)  However, shipping to Alaska, Hawaii and Puerto Rico may be delayed. Please note, that due to the extreme popularity of our products, these are only estimates.
   • There are circumstances that are out of control (natural disasters, holidays, weather, etc) that may cause shipping postponements. While most packages will arrive on time, there may be circumstances and delays that our carriers may experience. For this reason, we do not guarantee the exact delivery time; the delivery issue is the responsibility of the shipping company. For more detail, please review our Return & Refund Policy.
4. How do I Track my Order?
   • You can check on the status of your order at any time by visiting our Track My Order page or logging into your account. You may also find your tracking link in your Shipping Confirmation email.  Please allow 3 to 5 working days for the tracking information to update.
   • You can reach out to our customer support desk at support@lulufinery.com.
5. What happens if my Order Get Stuck or Lost in the Mail?
   • If an order gets stuck at customs, sent back or even lost during the delivery process, we apologize! The postal service is out of our control. However, in cases like this, we will send you a new package with faster shipping and full tracking, if possible. Please ensure that all the shipping information you have provided is correct. It is customer responsibility to ensure that his shipping address is correct and complete.
   • Please see our Return Policy for when these might be applicable to shipping situations.
6. What happens if the Shipping Address is Undeliverable or Incomplete ?
   • It is the Customer’s responsibility to ensure that his/her shipping address is correct and complete. In event that the Shipping address is Undeliverable or Incomplete, your package will be return to the Logistics warehouse. There will be a return handling fee which are not refundable. If you receive a refund or credit, the return handling fee will be deducted accordingly.
7. Why my Order Arrived Damaged?
   • We ship every item with extra padding. Despite this, our customers report that around 1 in 1000 products arrives damaged due to mail service mistreatment. If this happens to you, please email us within 7 days from receipt with below information:
     • Your Order Number,
     • Pictures of the damaged product, and barcode label on the packaging.
   • Once received, we’ll review and happy to send out another free of charge.
8. Why does the Product Colors look much brighter (or warmer or cooler) online than they do in person?
   • The product colors appears on your mobile or laptop screen may vary slightly from they do in person due to different display screen color representation, the surrounding lighting while viewing and product nature.
9. Why does my Order received has inclusions ?
   • An inclusion is part of the natural characteristic of a gemstone, stone or man-made stone which can be enclosed within it, or reaching its surface from the interior. Inclusion is not a manufacturing fault.
10. Coronavirus Impacts
    • We are doing everything possible to keep delivering during the Coronavirus pandemic.
    • However, the challenges presented by the pandemic mean there maybe delays as our business and logistics partners adopts additional safety measures to protect our people and customers. Other factors contributing to delays include fewer domestic flights, international delays and increased volumes as more people start shopping online. These delays can be up to a few days to weeks, and we ask that you bear with us during this challenging time. Thank you for your support and patience.

I have a Question that Wasn’t Answered, Can You Please Help?

Please feel free to send us an email at support@lulufinery.com

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