FAQs
Q: Do you resize rings?
You can easily select the available ring size on the product page then add it to your shopping cart. If you cannot find desired ring size that means most likely we do not have it in stock. If you purchase a wrong size and wish to exchange with one of the available sizes please contact as immediately so we can exchange or resize for free.
Q: Do you offer a appraisals or certificates?
Not every product comes with appraisal or certificate but you may request one by contacting us. Depend on the products we may provide you either appraisal or certificate card containing a detailed information about the 4 important characteristics of a diamond or gemstone (the 4 C's): color, cut, clarity. and carat weight; a picture of the item, and the appraisal value.
Q: What is the source of all your diamonds?
All our rough diamonds have been purchased from legitimate sources not involved in funding conflicts and in compliance with United Nations resolutions. We hereby guarantee that these diamonds are conflict free, based on personal knowledge and/or written guarantees provided by the supplier of these diamonds.
Q: Are the items you are selling brand new?
We only sell brand new items. We do not sell used jewelry.
Q: Do you sell real jewelry?
All our jewelry is real and genuine.
Q: Where should I keep my diamond jewelry?
We recommend that all diamond, gemstone, gold or silver jewelry be stored in soft cloth pouches when not being worn.
Q: How should I take care of my diamond jewelry?
Exposure during ordinary wear to perspiration and household chemicals, like chlorine and hairspray, can cause buildup that dulls the surface of the diamond. We recommend periodic cleaning to keep the diamond sparkling and refractive.
Q: Is the jewelry 100% solid gold or gold-plated?
LULUONLY offers 100% plated 18K gold finish jewelry. Our products are made out of the highest quality materials, including silver,then finished 5 times in gold with unique craftsmanship. You get the exact same look and feel as a 500 Carat solid gold chain and pendant.
Q: Are the stones real diamonds?
Our main stone type is Cubic Zirconia Stones, which is an excellent alternative to natural gemstones because it is more scratch-resistant for everyday wear. Unlike natural gemstones that are mined from the earth using large machinery, explosives, and unsafe working conditions, lab-created sapphire was developed to be more durable with better optical characteristics than of a diamond while maintaining an ethical standard to protect our environment.
Q: How to maintain the projection bead?
To ensure that the projection bead can be used for a longer time, please do not get it wet, and wipe it with a dry and soft cloth if the surface is not clean.
Q: For the plated jewelry, I worry the color will fade off naturally?
We have a rigorous quality control process to ensure the quality of all of our jewelry. The plating will not fade off if you take care of your jewelry. In the rare event that something is wrong with your jewelry, please immediately contact our customer service so we can help solve your problem. If a problem should arise and within the time limit of your warranty, we will make an exchange with you to replace your jewelry.
Q:Can I change my order or cancel it?
For custom orders unfortunately, once you have placed your order it cannot be changed or cancelled. This is because our team processes your order right away.
For non-custom orders we can make changes or cancellations if your order has not yet been fulfilled.
Q:What if I want to change the the ship-to address?
If your order has not yet been fulfilled please reach out to us and we can make an address change for you.
Q: Can I pay by check or money order?
We do not accept either check or money order. You can pay with PayPal or MasterCard, Visa, American Express and Discover cards and all payments are processed securely by PayPal.
Q: How long is shipping?
NON CUSTOM ORDERS
Orders are typically shipped out within 24 hours but please allow up to 3 business days
CUSTOM ORDERS
Manufacturing can take up to 10 business days from the day the order was placed. Once your order ships you will be emailed tracking information.
Due to factors that often affect international shipments, such as holidays, customs, and weather delays, we can only offer an estimate of shipping times. Express Shipping can take 3-5 business days, and 8-18 business days for Standard Shipping.
For normal opition, Please visit Shiping Policy page for more information!
Q: Do you ship Internationally?
We do ship to most countries with the exception of some, please visit this page for most accurate list of excluded countries. We will ship by the best possible method either United Parcel Service (UPS) or the United States Postal Service (USPS).
Customs and Import Duties: Your country of residence may impose duties or levy some charge that you must pay because your order originated outside of your home country. These fees are your responsibility and are separate from the cost paid to joggles for your merchandise and shipping.
Q: Does Shipping & Handling fees include insurance?
Shipping & Handling and Insurance fees are all included in the shipping rates.
Q: Can I combine multiple items into one shipment?
If you purchase your items at different times and we end up with multiple purchase orders, then you have to contact us immediately and request so we can try to combine the shipment and you save money.
Q: My package is lost in the mail
We understand that sometimes the post office will lose a package. We offer refunds or replacements if your package got lost in the mail. Your tracking must not have been updated for at least 30 days to qualify.
Q: What is your returns and exchanges policy?
CUSTOM ITEMS
Due to the nature of the product we unfortunately can't cancel custom orders. We process orders immediately. We do offer replacements or returns for damaged custom items.
Damaged Items include:
markings/spots on your photo that weren't on your uploaded photo
damaged or defective gem
Damaged items do not include:
Blurry images caused from a low resolution photo uploaded
Items with no visible markings/spots
If an item is damaged you must send in a picture/video before we offer a replacement or refund. If you want to get a refund you must return the product.
NON-CUSTOM ITEMS
You may return a product for up to 30 days from the date of delivery. Any product you return must be in the same condition you received it and in the original packaging. Please keep the receipt. Your refund will be issued upon receipt of the return merchandise to the original form of payment.
If you would like to make an exchange, we will accept an exchange as long as you contact us within 30 days of the delivery date.
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days.)
Please visit Refund Policy page for more information
Photo Requirements
For the best quality photo we suggest having your photo at least 1,000 x 1,000 pixels. If you have questions regarding if your photo is of quality please reach out to our team and we will let you know!
For photos under 400 x 400 pixels we will reach out to you for you to provide a new photo. If we do not hear back from you, your order will be auto processed and we will make your order with the photo you provided. We are not responsible if your photo turns out blurry.
Low-resolution or photos are too zoomed in may result in a poor quality photo inside your custom gem.
Damaged Product
We offer free replacements for damaged items.
Damaged items include:
markings/spots on your photo that weren't on your uploaded photo
damaged or defective gem.
Damaged items do not include:
Blurry images caused from a low resolution photo uploaded
Items with no visible markings/spots
If an item is damaged you must send in a picture/video before we offer a replacement or refund.
