Shipping policy
Shipping policy
Shipping
Where are the items shipped from?
Most of the items will be shipped from our China factory Please contact us for more stock.
Free shipping on all packages
We provide free shipping service, all our products can be shipped door to door for free
Order response
Usually we respond within 72 hours after receiving the order request, and the package will be shipped within 2-4 working days.
Once shipped, an email with package tracking information will be sent to your email address. If you cannot find the email, please check your junk folder, the email may have been rejected by your email system, or contact us directly.
Cancel order
If you regret shopping and need to cancel the order, please let us handle it within 72 hours. If this time is exceeded, we may not be able to meet your request, because the package has already started the delivery process. Please contact us if you have not received the shipping email notification.
Shipping Cost
We offer both standard shipping and expedited shipping
Standard shipping,
Express shipping usually we use China Post Airline, EMS,YUNEXPRESS, UPS, FedEx or DHL, express shipping,Express shipping usually arrives door to door within 2-4 weeks, note that express shipping does not include customs fees. It is your responsibility to pay the duties and customs charges, we are not responsible for these charges.
Expedited shipping rates vary depending on the shipping option you choose as well as the weight, size, destination and other factors of your order.
*Please contact service for expedited shipping situations: sale13@luster-jewelry.com
Who pays import duties and VAT?
In most cases, our packages pass through customs without VAT. However, in some cases, especially large orders, we may need to provide more information to customs and need to cooperate with buyers to provide documents. Note that each destination country has a different import tax threshold on the value of goods that can be imported into that country before import taxes are imposed. Import duties, taxes and charges are not included in item prices or shipping charges. These charges are the buyer's responsibility.
Shipping range
We currently support shipping to the following countries: United States, United Kingdom, France, Spain, Germany, Luxembourg, Canada, Italy, Poland, Belgium, Austria, Portugal, Netherlands, Denmark, Finland, Norway, Switzerland, Sweden, Australia, Greece , Cyprus, Croatia, Turkey, Czech Republic, Hungary, Romania, Croatia, Slovenia, Ireland, Estonia, Cambodia, Hong Kong, Israel, Indonesia, Kazakhstan, Kyrgyzstan, Laos, Lebanon, Mongolia, Philippines, Pakistan, Vietnam, Cambodia, India.
We can ship orders to most destinations worldwide. However, certain countries or regions may restrict or prohibit delivery of certain items. Before placing an order, please ensure you understand the relevant regulations and restrictions in your area.
*Due to the nature of our business, items may arrive in multiple packages.
Shipping Tracking
We offer shipping tracking on all orders, so you always know the status and location of your order. You can check the status of your order at any time through our website or customer service team.
Change the estimated delivery date.
If events beyond our or our delivery partners' control delay or prevent delivery on the originally estimated date and/or time, we or our delivery partners will notify you of reasonable changes to the estimated delivery date. Delivery of the Products will take place when we deliver the Products to the address you have provided us. If we are unable to deliver your product within 90 days, we will:
a) let you know;
b) cancel your order;
c) give you a refund.
Incorrect address.
Please make sure the shipping address is correct when placing your order. We are not responsible for lost or misdelivered packages and related costs due to you providing an incorrect address.
Change of address.
After the package is shipped, we cannot guarantee that the address modification will be successful. If an address change is required, in any case the carrier will charge us a change of address fee, and if the new address is not in the vicinity of the wrong address, the carrier will charge us an additional re-delivery fee.
If you ask us to make changes then we will send you an invoice to cover the additional cost of the change.
If you make changes yourself and the carrier charges us separately, we will also send you an invoice for that amount so we can break even. Although the invoice will be collected by us, at the end of the day, we will send the full amount to the carrier on your behalf. We appreciate your understanding that while we do our best to cover the cost of any mistakes made by ourselves, we cannot cover the cost of mistakes that are beyond our control.
Rejected, lost, stolen and mis delivered packages.
If there is no signature requirement, Postal Parcel or EMS will make its own determination as to whether an area is safe to place a package. If there is a signature request, they will try to get a signature from the address or someone nearby. If they are unable to obtain a signature, they may leave a tracking message with further instructions. Check your package tracking information for details on the latest delivery attempt.
If the package is returned to the place of origin due to reasons such as loss, theft, or mis delivery, we will provide re-shipment services.
Re-shipping is a paid service, and we will charge you for shipping based on the package size and weight of your order.
If the package/item is damaged or lost in shipping, we will send you a new package for free.
If the package is marked as "delivered" but can't be found, it is likely that the package is nearby or may still be on the delivery truck and has not been lost. Usually the package will be delivered the next day. If the package is still not found, it is your responsibility to contact the carrier (such as Postal parcel, ups or EMS) and request "tracking" to locate the package.
In order to be considered for a replacement or refund, you must request tracking to confirm that the package is lost, and all tracking must be completed within 7 days of delivery.
Outside of this window, we cannot file a damage claim with our carrier to recover the cost of lost or stolen items.
Delivery failed.
After the package arrives at the local area, it will be delivered by the local carrier partner for free once, but if the package cannot be delivered (such as unable to obtain a signature, wrong address, etc.), the carrier will stop the package at the local facility for a short period of time before returning the package to us . When this happens, the courier will charge us a second time for returning the package. We are not responsible for any costs associated with returning items that were not received.
If this happens, we will contact you again to arrange delivery. If you would like to resend the package, we will email an invoice stating the cost of the return to sender charged by the carrier and the cost of reshipment. Alternatively, if you no longer need the package, we will issue a refund minus a 30% restocking fee to cover any lost shipping and packaging costs. We must hear from you within 30 days of the item being returned to us in order to reship it or receive a refund.
CONTACT US
Email:sale13@luster-jewelry.com
Address: 3rd Floor, Building 2, Jinxin Building, Shiqiao Yinping Road, Panyu District, Guangzhou City, Guangdong Province, China