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 firstname.lastname@example.org.
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 email@example.com and we will send you your remaining balance.
All Chan Luu jewelry is protected under a one year warranty. All 14k fine jewelry items are protected under a lifetime warranty.
For items purchased within the one year warranty, repairs will be free of charge. For items no longer covered by the warranty, the repair fee is $50. Additional fees may be added if valuable components are determined to be missing from the piece.
Start by sending a photo of the item in need of repair to firstname.lastname@example.org 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.
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 with a minimum $50 fee.
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. 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.
Extended Holiday Return Window: Items purchased between 11/1/2023 and 12/31/2023 can be returned until 1/15/2024.
If you receive an incorrect or defective item, please email email@example.com a photo of the item you received with a brief description of the issue.
Starting September 6th, 2023, 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.
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 your Account Page. For further assistance, email Customer Service at firstname.lastname@example.org.
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.
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.
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.
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 email@example.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.
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 10 to 30% 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.