Frequent questions
Shipment:
What are the shipping and delivery times?
Unfortunately, we cannot guarantee delivery times. We do our best to process your order within 1-7 days of receiving it. Once packages are shipped, delivery is usually within 3-7 business days (not including weekends and holidays). However, courier services sometimes experience delays that are beyond our control.
When will my order be shipped?
Orders with ground shipping are usually shipped within 2-3 days after being placed. All orders placed between 12:00pm EST on Friday and 11:59pm EST on Sunday will be processed the following business day. Weekends and holidays are excluded from processing and shipping times. You should receive an email with tracking information when your order has shipped. Please check your spam or junk folder if you did not receive a confirmation email. For a specific time estimate or shipping update, please email support@lujerah.com
What carrier do you use to ship orders?
We ship with USPS.
How much is charged for shipping?
We offer FREE standard shipping on all orders within the UNITED STATES.
My order:
What payment methods do you accept?
We accept all major credit and debit cards for payments including: Visa, MasterCard, American Express, Discover, JCB, Dinners Club, After pay, Square, Shop Pay and PayPal.
How do installments through AfterPay and PayPal work?
Installments by AfterPay and PayPal (US customers only) is a service that allows you to make purchases now and pay for them in four equal payments made every 2 weeks without any interest.
Select Installments by AfterPay or PayPal as your payment method.
Complete your payment with an instant approval decision or you will be prompted to log in to your account.
Make more than 4 payments every two weeks.
Placing an order on old.lujerah.com is easy, all you have to do is search, add and pay.
How do I place an order?
Browse lujerah.com using the search bar, main menu, or home page. We like to give you suggestions based on what you've browsed.
Add the item to your bag by selecting size, color, choose how many you want and then click the “add to cart” button. The item will be added to your cart and you can continue shopping.
Check out by clicking on the cart icon at the top right of the page. Here you can review your options or add a promo code. Once you're ready to purchase, simply click the "continue to checkout" button and follow the instructions.
Can I cancel my order?
Please email info@lujerah.com as soon as possible if you wish to cancel an order. We will do our best to accommodate you. If we have not fulfilled your order, we can cancel it for you. However, if your order has been fulfilled or shipped, you will need to process a return.
Can I update my order?
We may make some changes to an order once it has been placed. We may remove an item or replace it with an item of equal or lesser value. Unfortunately, we are unable to add any additional items to an order.
Can I change the shipping address of my order?
Yes, you can change your shipping information before your order is shipped by contacting our customer service team at inf@lujerah.com. However, once your order has been shipped, no changes can be made to your order. If you change your shipping address in My Account after you have placed an order, your new address will not be applied until your next order.
How can I track my order?
You can track your order via your shipping confirmation email. There will be a link with a tracking number.
If you are a Lujerah member, you can track your order by logging into your Lujerah account and clicking on Orders.
Click on Order Status. Make sure you have your tracking number.
Once the package is shipped, you will receive a shipping confirmation email, where you can click on the tracking number or the "Track your package" button to track your package. If you did not receive any shipping email, please check your spam filter.
Can I apply a promotion code to an existing order?
Unfortunately, we are unable to apply promotional codes to orders already placed.
Returns / Exchanges:
What is your return and exchange policy?
If you are not 100% satisfied with your order, you may contact us within 3 days of delivery to request a return or exchange. Orders must be returned within 5 days of purchase and items must be in like new condition. (Exchange is only for the same item for a different color, size of the same price), for even exchanges, there will be a $5.50 shipping charge that must be paid before the exchange is shipped.
Once we have provided you with the return address, please return your items within seven (7) business days. You will be responsible for the shipping fee when sending the items back to us. Items returned after 7 days will not be eligible for exchange or refund. For more detailed information we recommend you read our returns policy.
Gift cards or eGift cards are non-returnable. Promotions, clearances, or sales may have modified terms and conditions. All personalized items or items discounted 50% or more are FINAL SALE.
If the item was marked as a gift when purchased, you'll receive a store credit code for the value of the item. Online store credits do not expire and can only be redeemed online.
How much does return shipping cost?
Unfortunately, we do not cover return shipping. We can provide you with a return label and deduct $5.50 from your return. Or you can use any courier of your choice. We recommend adding insurance/tracking to your return packages as we are not responsible for any lost or stolen packages.
How do I initiate a return?
Please email us at info@lujerah.com for a return authorization. We will email you with steps on how to proceed with your return.
When will I receive my refund?
Once we receive your return package, please allow 2-3 days for processing. Once your return is processed, you will receive an email confirmation of the return. Please allow 3-7 business days (not including weekends and holidays) for your bank to process the return and for the funds to be returned to your account.
Products & Care:
How do I care for my jewelry?
Check out our jewelry care guide on how to care for and clean your jewelry.
What happens if my jewelry is defective and I received the wrong order?
Please note If you were sent incorrect merchandise or are missing merchandise (style, color, size, etc.), please notify us within 3 days of receiving the product to be eligible for a refund/replacement. After 3 days we are not responsible for replacing "missing merchandise". Please note that we will pay for return shipping on incorrectly completed orders.
Others:
Why was my credit card declined?
Most credit cards are declined because the billing address you entered does not match the address your bank has on file, incorrect CVV, or incorrect zip code. Be sure to double-check this information and if that doesn't work, email us at info@lujerah.com. You can always try using a different payment type like PayPal.
How do I sign up for an account?
You can register with your email in the bottom left corner of the website or once you place an order.
What are the benefits of a registered account?
If you're signed in to an account when you shop, you can add items to a wish list, save shipping addresses and payment details for easy checkout, and access tracking information.
Why is my item on hold?
Occasionally we receive a high demand for some products that are so popular and this may result in a backorder. If any items on your order are backordered we will send you a notification email and ship the backordered items to you as soon as they are back in stock.