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ABOUT LOUILY JEWELRY

Where is Louily Jewelry located?

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Our main office is in Room 904, Block H6, Yahe Purple Sunshine, Mingguang Road, Weiyang District, Xi'an, Shaanxi, China

Do you have a phone number?

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Yes, our phone number is +86 15322223370 or +(1)7712001230 (9:30 AM -12:30 PM & 2:00 PM- 5:30 PM, Monday - Sunday (PST/PDT)) Or you may leave a voice message with your call back number and we’ll get back to you as soon as possible. Please do not hesitate to submit a ticket, or chat with us as well.

How can I contact us if you have any questions?

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You can contact us in three ways. a.Email us at service@louilyjewelry.com. We aim to respond within 24-48 hours. If you don't receive a response, please ensure you've used the correct email address and try again. b.If you browse our products on our Facebook Page, you can directly message us there. c. Call us. +8615322223370,+(1)7712001230
9:30 AM -12:30 PM & 2:00 PM- 5:30 PM, Monday - Sunday (PST/PDT) Or you may leave a voice message with your call back number and we'll get back to you as soon as possible.

ABOUT OUR JEWELRY

What are your stones made of?

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Our jewelry are made from conflict free materials. We don't support inhumanely mined diamonds, which is why we use high quality simulated diamonds. Simulated diamonds are man-made stones that look just like a perfect diamond and shine like crazy.

How are your stones cut?

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Every one of our stones are hand-cut with precision to ensure you’re wearing the same shine and brilliance as a traditional diamond.

Does your jewelry have a warranty?

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One year warranty! For more information or to file a claim, clickhere.

How are the carat sizes measured?

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Fun fact:simulated diamonds do not hold the same carat weight as traditional diamonds! We list our stones in estimated carat weight & do our best to keep these sizes accurate.

Do you use any metals like copper or nickel known to cause reactions?

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Nope! We mean it when we say “conflict-free”. Rest assured, our pieces don’t contain any of these metals.

Is your jewelry plated in rhodium?

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Yes, all sterling silver jewelry is plated in rhodium to give it that classic, unmistakable shine! Rhodium plating also helps give your jewelry an extra layer of protection against scratches and does not corrode or tarnish.

Will your jewelry turn my finger green?

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  • The short answer: No! 😁
  • The long answer: No, our jewelry will not turn any part of your body green - We can guarantee this. If you do run into an issue with any of your pieces, please don’t hesitate to reach out to our support team at service@louilyjewelry.com

Do you offer any customizations on your rings?

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Our jewelry can provide customized services, please contact our customer service to place an order, contact email: service@louilyjewelry.com

CARE AND CLEANING

How do I keep my jewelry in the best shape possible?

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We’ve kept it simple & listed all the best cleaning & care practices here.

Can I wear my jewelry at all times?

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To keep your jewelry in pristine condition, it is best to remove it during any activities such as exercising or sleeping and when handling any harsh products such as hand sanitizer. This will ensure your jewelry stays in tip top shape!

What type of products can harm my jewelry?

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Remove your jewelry before applying lotion, sunscreen, & hand sanitizer. We also recommend avoiding contact with bleach, chlorine, hairspray, & other products with harsh chemicals.

Is it okay to use a jewelry cleaner to clean my jewelry?

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Do not use any jewelry cleanersto care for your pieces, as these can strip the rhodium plating. We recommend using clear, mild dish soap and lukewarm water to clean your jewelry. Clickherefor the best way to clean your jewelry, ever.

What do I do if my stone becomes cloudy?

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Use a soft-bristle toothbrush to get in every crevice of your ring! This should help restore that clarity you’re looking for. Clickhereto view a step-by-step on the best way to clean your jewelry and if the shine just isn’t what it used to be, please reach out to our support team at service@louilyjewelry.com. so we can further assist.

SHIPPING

Where do you ship your orders from?

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We ship all orders from the sunny city of Guangzhou in China

I just placed my order, how long does it take to ship out?

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Some popular styles can be shipped out within 48 hours, while other orders may take 5-7 business days. Please note that this does not include holidays and weekends.

How do I track my order?

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Once your order is shipped, you will receive a shipping notification to your email address notifying you of your tracking details, you can also check the status of your order online with shipping tracking number(https://www.17track.net/en). If your package has not been delivered within the estimated time frame of your shipping method, or you have additional questions regarding shipping, we are here to help you out! Contact us via Email:service@louilyjewelry.com or Facebook message(@Louilyjewelry).

Once my order ships, how long will it take before it’s delivered?

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Shipping time depends on the shipping method you selected. Free shipping usually takes about 7-12 working days, Express shipping usually takes about 4-6 working days and Rush shipping usually takes about 3-4 working days.

What is considered a transit or business day?

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Business or transit days are Monday through Friday & do not include weekends or holidays. The first transit day begins the day you receive your shipping notification. If your order ships on a Monday, then Monday to Tuesday is considered the first transit day, Tuesday to Wednesday is considered the second transit day, and so on. Please note: Transit times are estimated and not guaranteed.

My shipment is delayed, what should I do?

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We are very sorry to hear this! Shipping carriers may experience delays due to holidays, weather conditions, or other unforeseen circumstances. If your order has not received any tracking updates after 5 business days, please reach out to us at service@louilyjewelry.com so we can look further into this for you.

RETURNS & EXCHANGE

I ordered the wrong size, can I exchange my item?

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Yes, you can exchange any new or unworn itemup to 30 days from your original order's delivery date (You are responsible for return postage fees,and replacement postage fees. Our does not refund any shipping fees.)

Can I send my newly purchased item back for a refund?

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Yes, you may send any new or unworn item/s back for a refund up to 30 days from your original order's delivery date. Feel free to visit our returns page here to get that process started! Please note: Special order items such as those with custom sizes and colors are not refundable.


How long will it take before I receive my refund?

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Once your return package has been received, we please ask that you allow our returns department 5 business days to process and send your refund confirmation email. Once processed, it will take your bank roughly 5-7business days to display the funds in your account.

How long do I have to return my items for a refund?

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You have 30 days from the original order delivery date to send your item back for a refund. The return package must contain a postmark date within the 30-day window to qualify for a refund. This window does not reset in the event of an exchange submission.


MY ORDER

Can I cancel or adjust my order after it has been placed?

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We are only able to guarantee cancellations or adjustments to orders within 8 hours of it being placed (Rush & Express orders may ship out sooner).
If the cancellation is over 8 hours after order was placed, there would be a 30% cancellation fee. We ask that you respond to your order confirmation email or reach out to our support team at service@louilyjewelry.com or (+1)7712001230 with your request as quickly as possible!

Can I cancel or adjust my order after it has been shipped?

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Unfortunately, we cannot make any changes to your order after it has been shipped. However, once you receive your order, you can always send it back for an exchange or a refund by following our instructions here.

My tracking information is not updating, should I be concerned?

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Please allow mail carriers up to 48 hours to reflect updated tracking information after it has shipped. If your tracking information stops receiving updates, the mail carriers may be experiencing delays that are outside of our control. This means that further updates may take a little longer to reflect. Don’t worry, it’s still on its way!

I have other questions regarding my order, who can I reach out to?

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If you have any other questions or concerns, feel free to reach out to our support team at service@louilyjewelry.com

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