Shipping
Q: What is the shipping fee and delivery timeline?
A: We offer free shipping on all domestic orders $200+! All in-stock orders are ready to ship within 5 business days. If you purchased a customized item, please allow about 10-12 days for development and processing. International orders require a flat rate fee of $40 with reliable shipping from DHL Express.
Q: What does in-stock or pre-order mean?
A: In-stock means it's ready to ship within 5 business days. If an item is pre-order and/or customized, please allow 10-12 days of development before it’s shipped out to it’s forever home.
Q: Will I be charged duties and taxes?
A: For international shipments, there may be duties and taxes incurred on your shipment that you will be responsible for. Please note that Lusi Rose does not have any control over these fees and we cannot advise as to what the costs will be, as they vary by country. For more information, please contact your local customs office. Keep in mind that we’re not able to reimburse you for duties and taxes paid upon delivery.
Q: Where do you ship to?
A: We ship worldwide! Kindly note that we do not ship to PO boxes. If you have any further questions, please contact us.
Orders
Q: Can I cancel my order?
A: Due to the custom nature of our products, we only accept cancellations up to 1 hour after an order has been placed. Please contact us here if you need to cancel your order.
Q: Help! I added the wrong customization to my order, what do I do?
A: Please reach out to us as soon as possible through our customer service email address, orders@lusirose.com. Once your order has been placed, we work quickly to get your order into development. Once your order is in development, we cannot make changes.
Q: Can I change my address?
A: Feel free to reach out to us within an hour of placing your order and we will try our best to accommodate the change before the order is processed. Kindly note that as our team works hard to get your order processed and shipped out as quickly as possible, we are unable to guarantee the change. Once the order is shipped, Lusi Rose is unable to change the address on our end.
Returns
Q: What is your return or exchange policy?
A: Please click here to view our return & exchange policy. If you have any further questions, please reach out to our customer service team.
Q: Do you offer free returns?
A: The customer is in charge of return costs.
Product Care
Q: What material are my accessories made of?
A: Everything in our fine jewelry collection is made of solid 14k Gold.
Q: How do I take care of my accessories?
A: Every jewelry order comes with a free polishing cloth. We recommend using it by delicately wiping the metal and stones for a quick and easy buff.
Q: Do you have a size guide for your skirts?
A: Please refer to our size chart here.
Q: What do I do if I receive a defective or damaged item?
A: First off, we apologize for the inconvenience! Please send your order number and a photo of the defective or damaged item(s) to orders@lusirose.com and we will be happy to assist.
Contact
Q: How can I contact you with any questions I may have before placing an order?
A: We would love to hear from you! Please contact us through our email, info@lusirose.com, and we will be happy to help.