POLICIES + BASE METAL CARE
I stand by the quality of my products. Please note that I do NOT make the chains your jewelry comes on. Those are manufactured in Los Angeles, so if it breaks, PLEASE CONTACT ME BEFORE YOU WRITE A REVIEW OR GET REALLY UPSET. These things happen with handmade jewelry, and I am happy to fix a broken chain or clasp for you. If it breaks within 30 days of purchase, I am happy to replace it and fix it for you. Please note buyer is responsible for shipping charges one way back to me and please make sure I have a return address. If your jewelry breaks outside of this time frame, please contact me for a quote (typically $10). Buyer can pay this fee with shipping to Venmo, Pay Pal Friends and Family, or I can send an invoice.
**14k Gold Fill and Sterling Silver jewelry are VERY DELICATE and should be handled with care. I can tell if a chain has been pulled or stretched and if this is the case within that 30 day's time frame- buyer will be responsible for a new chain as well shipping charges. Lux + Luca is not required to replace chains that have been clearly stretched or pulled under the 30 day time frame.
If for any reason you are not satisfied with your order, please contact me within 7 days of the purchase date. We will allow returns with refund for 7 days from the date of purchase.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Additional non-returnable items:
Gift cards and Custom Stamped Orders
To complete your return, we require a receipt or proof of purchase.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7 business days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact me at Cassandra@luxandluca.com
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org.
Did You Purchase The Wrong Size? - In these cases, BUYER is responsible for shipping each way and your shipping charge back can be paid to me via venmo or I can send you an invoice. Shipping is typically $3.76. Buyer is responsible for any upcharge that may be required for a larger or additional size.
To return your product, you should mail your product to Lux + Luca. Please email me at Cassandra@luxandluca.com for address.
SHIPPING ME BACK PRODUCT WITHOUT CONTACTING ME WILL FORFEIT YOUR REFUND. Sending product back without contacting me first will make any future refund null and void. I must be afforded the opportunity to discuss the reason for the refund prior to issuing a refund.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
*** Shipping takes anywhere from 3-7 Days and will be mailed via USPS first class mail.
Thank you for your patience while I handcraft your piece.
It is highly recommended you purchase ROUTE shipping protection. For a very minimal fee, your purchase can be protected. Why do I need insurance?
Sometimes the post office makes mistakes! If an order does not arrive, please contact me for tracking info. if the tracking info says the package has been delivered or signed for, Lux and Luca cannot be held responsible for lost packages. In this case, you can open a dispute with ROUTE and your post office for a refund.
If the tracking info states that it has not been delivered, please open a case with the post office and I will send a replacement order for 50% of the cost of the package, including its shipping.
THE POST OFFICE (especially Denver) has been an absolute nightmare for the last couple of years and I understand how frustrating it can be to have your package get lost or arrive super late. I am not in control of the post office and once it leaves my hand (I hand deliver each package to the USPS counter and I always get a receipt) I am no longer in control of it and sending me irate emails demanding information is not helpful for anyone (it also makes you look like a dick). PLEASE BUY SHIPPING INSURANCE and please let me know in a timely manner if your package is late or doesn't arrive at Cassandra@luxandluca.com, I am very responsive and take these issues very seriously.
BASE METAL CARE AND INFORMATION:
ALL CUFF BRACELETS AND MONEY CLIPS ARE MADE OF BASE METALS (except if noted as sterling silver or 14kgold fill).
Brass, Nugold Brass and Copper are base metals which mean they will tarnish over time. Some people's body chemistries are more acidic than others (I have no way of determining this before hand) and will cause the metal to turn green and or/ tarnish at a far more rapid rate than other people's bodies. If you feel your piece has turned at an alarming rate, I will be happy to exchange them for a sterling or gold fill at an extra charge + shipping.
To care for your piece:
TARNISH IS NOT PERMENANT AND CAN BE EASILY WIPED AWAY. Keep it away from water, aerosols, perfumes, lotions and other chemicals. Do not leave your necklace or cuff in the bathroom while you shower, as moist air can cause tarnish. Once brass chains tarnish, they will forever be in this state. FOR BARS AND CUFFS to remove tarnish simply use a brass cleaner like BRASSO or a jewelry polishing cloth available on amazon. Putting a few layers of clear nail polish on the underside of your cuff can help slow down the "green effect" on wrists.