FAQ

HOW CAN I CONTACT YOU?

Please feel free to drop us an email at support@lustrousology.com and we will get back to you within 24 hours guaranteed.


WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments.

 

PRODUCT-RELATED QUESTIONS

 

WHAT IS THE PREMIUM COLLECTIONS?

Premium Collections are mostly our jewelry pieces handmade by using only genuine 925 sterling silver and precious stones. The designs are very unique and one-of-a-kind. Even the packaging is well-thought of. Perfect as a gift to yourself or someone else!

 

WHAT IS THE MYSTERIOUS SUBSCRIPTION BOX?

Starting in early 2019, we will start our Mysterious Subscription Box with the main goal of planting more trees! Each box will contain 4-5 jewelry pieces with up to $200 in total value. For more detailed information, please go to this page.

 

WHAT IS THE MAIN MATERIAL USED IN YOUR JEWELRY MAKING?

For Premium Collections and some of our Special Collections, we only use the brightest of all precious metals, the genuine 925 sterling silver. Our jewelry pieces come with the stamps "925" or "S925", to represent the 92.5 percent pure silver that exists. Certain collections will have precious stones such as crystal, tourmaline, green aventurine, amber, etc. 

Naturally, sterling silver is soft and usually used in handcrafted jewelry. This is to allow the designers to shape the designs easily. Sterling silver made in the U.S. is marked 925, .925 or 92.5. Jewelry with lower purity is not considered sterling silver by U.S. standards.

Because of the different silver content standards around the world, it always pays to inquire about the actual silver content of the jewelry you are about to buy and pay attention to the marks stamped on it. Our Premium Collection is all stamped with S925. 

Due to its soft nature, we highly encourage our customers to take good care of their jewelry pieces. Do not bend them too hard, and make sure you avoid direct contact with chemicals. 

 

WHY DO YOU HAVE T-SHIRTS TOO?

We believe in the power of words spreading and when you're wearing a T-shirt with a mission, it will be a lot easier to tell the world about what you believe in. We try to come up with one design per month. We keep our designs clean and simple, but still bold enough to capture your attention.

 

RETURN/REFUND/EXCHANGES QUESTIONS

 

WHAT IF THE ITEM(S) I RECEIVED IS DEFECTIVE/INCORRECT/DAMAGED?

If you have received merchandise that is incorrect, defective, damaged or you have a missing item, please contact us within 7 days of receiving your order. We will need your order number, pictures of the item(s), and any related information that you can provide upon receiving your package. 

 

HOW DO I RETURN AN ITEM?

Although we believe that you will absolutely love our products, we still want to give you a peace of mind when it comes to purchasing from us. Please contact us within 30 days of receiving your order.

All we need is your order number and the reason for your return. Our customer service team will review the request and if the return is approved, we will send you further instructions.

Prior to requesting to return the item, we suggest you see our Return Policy. All return items must be in their original condition with the packaging intact. 

 

WILL SHIPPING BE COVERED FOR MY RETURNS?
All return shipping fees and other miscellaneous fees are the responsibility of the customer.


HOW LONG IS THE RETURNS PROCESS?
Processing returns may take up to 14 business days from the day we receive your return. We will send you an email you to confirm once your return has been processed.


WHEN WILL I RECEIVE MY REFUND?
All refunds will be credited to your original form of payment. If you made a payment by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.

If you haven't received a credit for your return yet, here's what you can do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.