FAQ

Which payment methods do you accept?
I’ve made it simple and secure. My store takes American Express, Mastercard, Visa, Apple Pay, Google Pay, PayPal and Klarna.

How can I return a product?
You can, of course, return your order within 30 days of receiving the goods. As the customer, you are responsible for all return shipping costs, and I recommend that all customers send returns with a tracking number. We are not responsible for lost return packages.
Note: Used, washed or damaged products cannot be returned.

Do you cover the return shipping costs?
No, all customers are responsible for return shipping costs. I recommend sending returns with a tracking option, as Lou Jewel are not responsible for lost returns.

What if the product I received is incorrect, defective, damaged, or missing?
Please contact us within 7 days of receiving your order if you have received incorrect, defective, damaged, or missing items. To simplify the process, please provide your order number and include a photo of the issue when contacting us. I will do our best to resolve your case as quickly as possible.

How long does it take to process a return, and when will I receive my refund?
Processing returns can take up to 5 working days after we receive the package. You will receive a confirmation email once your return has been processed.

All refunds will be issued to your original payment method. If you paid with a credit or debit card, the refund will be sent to the issuing bank within 5 to 7 working days of receiving the returned item or processing the cancellation request.

How long will it take to receive my order?
Once you have placed your order and payment has been confirmed, you can expect your order to be dispatched within 1 to 3 working days, with an average delivery time of 3 to 7 working days.

Will my order be shipped in the same package?
For logistical reasons, products may sometimes be shipped in separate packages. Please keep this in mind when receiving deliveries. If you have any further questions, please contact me at info@lou-jewel.com.

I need to make a change to my order. How can I do this?
If you need to change the size or colour of your order, please contact us immediately. After 24 hours or once your order has been processed, I can no longer make changes.

How can I contact you?
You can reach us me email at info@lou-jewel.com. I guarantee a response within 24-48 hours and are happy to assist you.