FAQ

Items listed as back-ordered are not currently in-stock and will take extra time to be delivered. If your order contains multiple items, in-stock items will ship first and back-ordered items will ship separately once they arrive.

The wait time on back-orders can vary based on the item. Typically, the wait times for back-orders varies from 6-10 weeks.

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

Yes! If your back-order item must be returned within 15 days from the date it was shipped. If you have issues making a return please contact hello@chanluu.com.

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.

All Chan Luu jewelry is covered by a one year warranty. All 14k fine jewelry is covered by a lifetime warranty. Ready to wear, soft accessories, and home collection items are not covered.

Jewelry items outside of warranty will require a repair fee. To get a quote, email repairs@chanluu.com.

Please note, additional fees may be added if valuable components are determined to be unrepairable or missing from the piece.

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

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.

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

If you are not completely satisfied with the item(s) you received, you may return your purchase for a full refund within 15 days of the ship date. Please note, an $8 flat fee will be deducted from the refund to cover return shipping. 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 of merchandise purchased must be accompanied by the original receipt. All shipping charges are non-refundable, no exceptions.

Personalized items, custom orders, and items marked 'FINAL SALE' may not be exchanged or returned.

International customers are responsible for arranging a shipping method for returning the item to us and covering the associated return shipping costs. If international packages are refused by the recipient, a 15% restocking fee will be deducted from the refund.

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.

For US orders, a flat fee of $8 will be deducted from the refund amount to cover return shipping. The fee will be waived for returns for store credits.

For international orders, customers are responsible for arranging and covering the cost of return shipping. If international packages are refused by the recipient, a 15% restocking fee will be deducted from the refund.

We currently do not offer exchanges.

Our rewards program is a quick and easy way to earn points on purchases that can be redeemed for discounts on future orders. All you have to do is create an account to sign up!

Once you earn enough points to claim a reward, login to your Rewards dashboard and click 'Redeem' to reveal your voucher code. The code can then be entered at checkout to receive your discount on your next purchase.

Your unredeemed points expire if you have not made a purchase associated with your membership account in the last 12 months or more. To find the date of your last purchase, visit yourAccount Page. For further assistance, email Customer Service at hello@chanluu.com.

No. Voucher codes may not be combined with any other voucher or discount codes. Limit one promotional code per order. Rewards points are non transferable.

Points will be added to your account 15 days from the order date.

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

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

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.

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.

Please contact our team at hello@chanluu.com as soon as possible to request any changes to your order.

Our team will try our best to accommodate requests before the order is in transit.

US shipping customers are eligible for free FedEx 2-Day shipping on orders with a subtotal of $200 or more.

International shipping customers are eligible for free FedEx International Economy shipping on orders of $500 or more. All orders shipping internationally are subject to additional shipping charges based on taxes, tariffs, and duties put into place by that country. All taxes and duties are to be paid by the customer at the time of delivery.

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 placed after 9am PST ship the following business day. Please note: Saturday and Sunday deliveries are not available.

Fed Ex 2-Day: Arrives in 2-3 business days once shipped.

Fed Ex Standard Overnight: Arrives in 1-2 business days once shipped.

Yes! We can ship internationally to most countries. All international orders will be shipped through FedEx International. Please be advised that international customers are responsible for any duties and taxes applicable to their respective regions. If international packages are refused by the recipient, a 15% restocking fee will be deducted from the refund.

We are unable to ship to the following countries: Russia, Brazil, Colombia, Egypt, Ghana, Hungary, India, Kenya, Latvia, Malaysia, Morocco, Nigeria, Pakistan, Philippines, Romania, Ukraine, Yemen.

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.

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

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.

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.

Shop Pay offers customers the option to pay for their order in full at checkout, or to pay in installment payments for orders from 50 USD to 17,500 USD.

Rates from 0-36% APR. Payment options through Shop Pay Installments, are subject to an eligibility check and are provided by these lending partners: affirm.com/lenders. Options depend on your purchase amount, and a down payment may be required. For instance, a $800 purchase could be split into 12 monthly payments of $72.21 at 15% APR, or 4 interest-free payments of $200 every 2 weeks. State notices to consumers https://www.affirm.com/licenses.

You can choose between the following installment payment options at checkout:

• Four, biweekly, interest-free payments, for orders from 50 USD to 999.99 USD.
• Monthly payments for orders from 150 USD to 17,500 USD. Monthly installment orders are interest-bearing from 0 - 36% APR, and may be paid in three, six, or twelve months depending on the purchase amount.

If you choose to pay for your order in four biweekly installments, then your credit score isn't impacted.

If you choose to pay for your order in monthly payments, and fail to make payments on time, then your credit score might be affected. Only monthly payment options might impact a customer's credit score.

No. Customers cannot buy gift cards using Shop Pay Installments.