FAQ - OLD

Frequently Asked Questions

Maintenance

We work with 925 Sterling Silver either gold plated, as pure silver, covered with enamel, pearls or other stones or with ruthenium plating. It is important to have in mind that general wear and tear causes a certain lifespan in relation to both the gold and the ruthenium platings. This is normal and it is not considered a legitimate reason to complain.

Unfortunately, it is not possible to predict how long the plating will last – it is determined by various factors; pH of your skin, exposure to chemicals (perfume, hair spray, nail polish, soap etc.), grease, high temperatures, amount of sweat and general use. You can always go to your local goldsmith and get your jewelry re-plated.

Fortunately, there are ways to prolong the life of your jewelry by using some of the following tips:

• We strongly recommend you to take off rings if you need to work with hard objects such as tools or if you lift objects with hard surfaces. 

• Take off your jewelry when bathing and swimming but also when you wash your hands and apply lotion. 

• Use a soft cloth often to wipe off grease and dirt in order to keep your jewelry clean and shining – if necessary, add a drop of water. 

• We recommend silver cleaner - but only for non-plated jewelry. 

• Take off your jewelry before cleaning. Chlorine bleach is very harmful - like other chemicals in general. Perfume included. 

• Take off your jewelry while exercising. 

• Avoid placing your jewelry in direct sunlight or in places with high humidity such as bathrooms. 

• When not wearing your jewelry keep it in the zip bag inside a jewelry box. 

• Keep your jewelry on when making love. 

When Will You Ship My Order?

We aim to ship your order within 1-3 business days, and followed by Danish public holidays. This is subject to payment clearance and stock availability. In certain periods this time span may expand, therefore please consider the delivery times as guidelines.

Can I Track The Status Of My Order?

In Denmark and most of Europe we ship all our packages through Post Nord with a tracking ID that you will receive together with your order confirmation email. If you live outside of Europe and in a few European countries we ship with a local postal service which doesn’t give you a tracking ID.

How Is My Package Shipped?

We ship your new fine jewelry inside one of our jewelry boxes carefully placed inside a hard cardboard box securely wrapped and clearly displayed with recipient and other necessary delivery information. A return document can also be located inside the box.

What Is The Cost Of Shipping?

Please read about shipping rates on the Shipping & Returns page.

Do You Ship To My country?

We ship to most of the world. You can find the entire shipping list at the check-out.

Are Prices Including VAT?

All prices are including the Danish VAT of 25%. If you live outside Denmark or the European Union you might be able to get a local tax refund. Contact your local tax regulation office for more information regarding this issue. Please also bare in mind that additional local taxes and customs may apply depending on which country you live in. Ask your local customs office for further information.

Additionally, some banks and credit card companies charges an extra fee for paying online on webshops.

LULU Copenhagen can not be held responsible for any of these additional fees.

Can I Change Or Cancel My Order?

To make everything as quick and effective as possible most of our processes are automated. Unfortunately, this also means that you are not able to make changes to your order after it have been placed, but you can return your jewelry and get a full refund (except shipping costs, local taxes, customs and additional local bank and credit card company fees). Please read more about Returns on the page Shipping & Returns.

Receiving Damaged Or Incorrect Goods - What To Do?

Please contact LULU Copenhagen at love@lulucopenhagen.com or at fill out this contact form right away if you receive a damaged or incorrect item.

How Can I Pay?

The LULU Copenhagen webshop accepts most credit cards including VISA, MasterCard, Maestro and many others. We also accept PayPal transfers and Danish MobilePay. For our retailers, please contact them directly as they are 3rd party vendors.

What Is Your Return Policy?

Please read and follow the instructions on the Shipping & Returns page.

Where Do I Ship Returns To?

HiHouse

Att: LULU Copenhagen

Kronprinsensgade 13, 4.th

DK-1114 Copenhagen K

Denmark

What Is The Return Status?

Your returns will be processed within 7-14 business days from the time we receive the parcel and inspect the state of the jewelry and packaging. Once we have received the item and rated the condition we will refund the payment via reversed transfer. By Danish law we are obliged to do so within 14 days after we receive and inspect the condition of the returned item. If the jewelry returned is not in a perfect condition, and part of the money are not to be refunded, the maximum of 14 days for the reversed transfer begins from the day when the reduced refund are decided and has been communicated to the customer by email. Please expect 3-5 business days for the return credit to appear on your account from the date your return is processed. For some banks this can take even longer.

Please read the full return policy on the Shipping & Returns page.

Is It Possible To Exchange A Jewelry?

As long as you follow the return policy, LULU Copenhagen offers exchanges on all your purchases. You use the return label in your package to exchange as well as return your jewelry.