FAQ

Shipping


How do I know if my order has shipped?

You will receive a shipping confirmation email with your tracking number once your order has been shipped. Orders are subject to verification and acceptance before shipping.


What carrier do you use?

We use FedEx to ship all our US and International orders.


What is FedEx 2-Day shipping?

Orders placed Monday through Friday (excluding holidays) will be processed and shipped within 1-2 business days once credit card authorization and verification have been obtained. Orders placed on Saturday and Sunday will ship the next business day. Orders submitted before 9:00 AM PST (Pacific Time) with FedEx Standard Overnight or FedEx 2-Day shipping methods selected will ship the same business day. Please note: Saturday and Sunday deliveries are not available.

Fed Ex 2-Day Will arrive in 2 business days
Fed Ex Standard Overnight Will arrive the following business day

How do I get free shipping?

U.S. customers are eligible for free FedEx 2-Day shipping on orders over $75.

International customers are eligible for free FedEx International Economy shipping on orders over $150. International orders do not qualify for Free Return Shipping.


How much does it cost to ship overnight?

Overnight shipping cost depends on the destination of the package. The additional cost for overnight shipping will be determined at checkout.


Do you offer international shipping?

Yes! We can ship internationally to most countries. All international orders will be shipped through FedEx International.


Do I have to pay customs and extra fees for shipping internationally?

All orders shipping internationally are subject to additional shipping charges based on taxes, tariffs and duties put into place by that country. All fees are to be paid for by the customer at the time of delivery. Chan Luu, LLC. does not have information on customs or duties and cannot estimate these charges. Please check with the proper local authorities before placing an order. Chan Luu, LLC. is not responsible for non-paid import taxes, nor will Chan Luu, LLC. issue any refunds or exchanges for deliveries that have been refused for non-payment of import taxes.


Do you ship to PO boxes?

At this time, we do not accept PO Boxes for delivery.


What happens if I refuse the package?

If you refuse a shipment, you are responsible for the original shipping charges, any import fees that are incurred on the package, and the cost of returning the package to Chan Luu, LLC. This amount will be deducted from your merchandise refund.


Tracking shows my package has arrived, but I do not see it.

Occasionally carriers experience service disruptions that will result in delayed shipments. Please allow 5 business days for delay issues to resolve.


Do you replace lost or stolen packages?

We are unable to replace or refund lost or stolen packages.

We recommend selecting a secure shipping location where someone is always present to receive deliveries. If you need to make a change to your shipping address, please email us at hello@chanluu.com as soon as possible. We’ll make our best attempt to change your address as long as the package has not been shipped. We cannot reroute a package once it has left our facility.

If your package is missing, stolen, or lost in transit please contact us so we can assist you with your claim. While we’ll do everything we can to help you locate your package, we cannot refund or replace lost or stolen items.


What payment methods do you accept?

We accept all major credit cards: Visa, MasterCard, American Express, JCB, PayPal and Google Pay. We also accept Chan Luu e-gift cards online.


Zip

 

What is Zip?

Zip is a payment platform that gives shoppers the choice to pay for their purchases via 4 simple installments using a credit or debit card. Zip automatically splits the purchase amount into 4 payments, every two weeks. Zip empowers you to buy now, pay over time.

What information does Zip ask for?

Zip requires your name, address, date of birth, a US mobile number, and either a debit or credit card for sign up. Instead of having a traditional username and password, Zip requires a mobile phone number and text message verification.

Who can use Zip?

In order to have an account with Zip, you must:

Live in the US
Be at least 18 years old
Have a valid and verifiable mobile number
Use a credit or debit card to make a purchase

How do I sign up?

You can sign up during the checkout process. For the initial sign up Zip will just need your date of birth, a mobile number and either a debit or credit card. You'll know if you are approved instantly!

How can I check my Zip Orders or Account?

The easiest way to manage your Zip orders is via our app which you can download here.

Zip also has a Customer Portal where you can log in by entering your mobile number or email address and have instant access to your current and past orders at https://customer.us.zip.co.

Will I be notified before I am charged for an installment?

Zip notifies customers with payment reminders via SMS and email before each payment is due.

When is my first payment due?

Your first installment of 25% of the purchase price is due at the time of checkout. The remaining three installments will be billed automatically, every two weeks.

Can I pay off my installments early?

Of course. Just log into the App or Customer Portal and choose the order you wish to pay early. https://customer.us.zip.co.

What if I have trouble paying?

It’s important to notify Zip to avoid a late fee if your payment method is not up-to-date. Payments are automatic, however, Zip charges late fees in certain instances, such as if your payment cannot be processed because your debit card account has insufficient funds or your credit card is no longer valid. For more information on late fees, please see Zip’s help page.

If your payment is denied in error, you can contact Zip Support by submitting a request at https://help.us.zip.co/hc/en-us/requests/new

What if I lose or want to change my card of payment for an existing order?

Zip associates your card with your order when you first complete the checkout process. If you need to change which payment method is used for future installments for an order, follow these steps to associate a different card with a given order. This will cause all further installments for that order to be billed against your new card.

Log into the Customer Portal at https://customer.us.zip.co Go to the Orders Page and click View Order for the order you would like to change. Click Edit next to the payment card, select the card you’d like to use, and click “Use this Card”

How do returns, refunds, and partial refunds work?

As soon as Zip is notified of the return, our customers are refunded the amount they’ve paid to-date and Zip cancels all future payments. In the event of a partial refund, scheduled installments are reduced/cancelled first, and then paid installments are refunded.

How can I get help with my Zip account?

If you have any questions about how Zip works you can reach out to us at hello@chanluu.com.


Returns


What is your return policy?

If you are not completely satisfied with the item(s) you received, you may return your purchase for a full refund within 30 days of the invoice date. Original shipping charges are non-refundable. Items returned must be in original condition with tags attached and be returned in original packaging. Items must be unworn, unaltered, and unwashed. We reserve the right to deny a refund, exchange or store credit if the item(s) returned are not in original condition or do not meet our quality standards. Requests for refund or exchange of merchandise purchased must be accompanied by the original receipt. All shipping charges are non-refundable, no exceptions.

Please note, all ‘Sale’ items and customized orders are FINAL SALE and may not be exchanged or returned.


Is it free to return my order?

US orders over $75 are eligible to receive a free return label when processing a return. US orders under $75 and all International orders are not eligible for free returns.

Customers choosing store credit as the method of refund will be eligible for a free return label. Other refund methods are not eligible for free return shipping.


How do I start a return?

To begin a return visit our returns page and follow the on-screen steps. Simply package the item with the original invoice, affix the label and drop the package off at any Fedex location.

If you are returning a gift, please contact us at hello@chanluu.com.


Do you offer exchanges?

We do not currently offer exchanges for merchandise.


I received an incorrect/defective/damaged item. What do I do?

If you receive an incorrect or defective item, please email hello@chanluu.com a photo of the item you received with a brief description of the issue.



Rewards/Discounts


What is the rewards program?

Our rewards program is a quick and easy way to earn points that can be redeemed for discounts on your orders.


How do I become a rewards member?

All you have to do is create an account to sign up!


How do I earn rewards points?

You earn 1 point for every $1 spent!


How do I use my rewards points?

Once you earn enough points to claim a reward, click the 'Get Reward' button to reveal your voucher code. The code can then be entered at checkout to receive your discount on your next purchase.


Do my rewards vouchers expire?

Your rewards never expire! If you redeem a reward and do not use it on your next order, the code will be archived under My Rewards.


Can I use multiple vouchers/discounts?

Voucher codes may not be combined with any other voucher or discount codes. Limit one (1) promotional code per order. Rewards points are non transferable.


I just made a purchase. Where are my points?

Points will be added to your account 30 days from the order date.


How can I check how many points I have?

You can see all the points you’ve earned by logging in to your account.


I forgot the password to my account!

We can help you reset your password! Simply email hello@chanluu.com to get started.


Do my points get refunded if I return an order?

If you used a voucher to make the purchase you will get the equivalent amount of points credited back to your account if you return the order. This applies to partial returns as well.

If you did not use a voucher to make the purchase, the points you earned will be removed from your account. This applies to partial returns as well. We reserve the right to adjust your rewards for returns. Other restrictions may apply.



E-Gift Cards


How do I purchase an e-gift card?

Gift cards can be purchased here. Simply choose the amount you would like to add to the gift card and add it to your cart. Please note that discount codes cannot be used to purchase gift cards.


How can I use my e-gift card?

Gift cards can only be used on Chanluu.com. Gift cards are delivered by email and contain instructions to redeem them at checkout. Our gift cards have no additional processing fees.


How can I check the balance of my e-gift card?

If a gift card is associated with a customer account, then the customer can check the balance by using the link provided in the gift card email. For customers without accounts, contact hello@chanluu.com and we will send you your remaining balance.



Pre-Orders


What is a pre-order?

Items listed as pre-orders are not currently in our physical inventory and will take extra time to be delivered.


How long will it take for me to receive my pre-ordered item?

The wait time on pre-orders can vary based on the item. Intricate styles can take longer to produce than others. Typically, the wait times for pre-orders varies from 6-10 weeks.


Do I have to pay the full amount upfront when the item I’m ordering is on pre-order?

We do require full payment at the time of purchase on pre-orders to secure your item.


Can I return my pre-ordered item if it arrives past 30 days from the original order date?

Yes! If your pre-order item arrives past 30 days from the original order date, please reach out to hello@chanluu.com and they will assist you with your return.



Repairs


Is there a warranty for my Chan Luu piece?

All Chan Luu jewelry is protected under a one year warranty.

All 14k fine jewelry items are protected under a lifetime warranty.


How much is the repair fee?

For pieces purchased within the one year warranty, repairs will be free of charge. For pieces outside of the warranty, the repair fee is $25. Additional fees may be added if valuable components are determined to be missing from the piece.


How can I get my item repaired?

Start by sending a photo of the item in need of repair to repairs@chanluu.com and include a description of the damage.


My item is tarnished, can this be repaired?

Unfortunately, tarnished jewelry is not eligible for repair. Tarnishing is considered natural wear for jewelry and we suggest checking out our Care page for tips and tricks on keeping your jewelry looking shiny and new!


How long do repairs take?

Repairs can take from 6-8 weeks to complete.


I lost one earring, what should I do?

In most cases, we are able to make a new earring to replace a lost one! We ask that you send in the remaining earring with your repair request form so that we are able to ensure the pair will match once the new earring is made. Please be advised that replacing an earring will cost half the price of the pair.


How can I check on the progress of my repair?

Please email repairs@chanluu.com for any questions on repairs that are in progress.



Still need assistance? Please contact hello@chanluu.com to speak with a customer service representative!