FAQs
WHERE ARE YOU LOCATED?
Both our design studio and head office are located in London, United Kingdom.
WHEN WILL YOU SHIP MY ORDER?
WHERE DO YOU SHIP FROM?The current processing time is 2-5 days. Your order will be delivered within 7-21 business days. This does not apply to some countries, where delays may arise due to customs formalities. For further information, please contact us.
We ship daily from fulfillment warehouses located around the globe. Depending on where you live and what product you have ordered will correlate with which warehouse you receive your product from in the effort of always ensuring the fastest delivery.
DO YOU DELIVER TO MY COUNTRY?
We ship worldwide.
HOW CAN I PAY FOR MY ORDER?
We accept all major credit cards (Visa, MasterCard, Amex), Apple Pay and PayPal. All payments are processed through a secured checkout process.
WHAT ARE THE TAX(VAT), AND CUSTOM FEES?
DURING CHECKOUT I GET AN ERROR MESSAGE. WHAT SHOULD I DO?All prices shown on our website include a UK VAT (Value Added Tax), which is 20% of the total price. Fees and taxes from your own country may be applicable once the order reaches the customs.
Please contact the customs office in your country to learn if there are any charges.
It usually means that there may be a problem with your credit card information, billing or shipping address. The billing address should match exactly what your bank has on file. Please review all information closely and look for any typos. Also, try re-formatting the names and addresses in your billing information (this often solves the issue).
SOMEONE USED MY DISCOUNT CODE, WHEN WILL I RECEIVE MY FREE JEWELRY?
We process orders placed with referral program codes every 2 weeks. Our teams will contact you by e-mail to make you choose the bracelet of your choice and we will send it to you free of charge.
HOW DOES YOUR WARRANTY WORK?
Lelay Luisa™ warrants that the jewelries will be free from manufacturing defects (in material or workmanship) for a period of 12 months from the date of purchase. We must be notified if the product arrives damaged upon delivery. The warranty does not cover any normal wear and tear, scratches, or lost/stolen items. Jewelries must be used and maintained appropriately. Any abuse or misuse of bracelets will void the warranty.
CAN I BE FEATURED ON LELAY LUISA™ OFFICIAL ACCOUNT?
Of course! By purchasing one of our products, you join the Lelay Luisa™ Family. By posting photos of your Lelay Luisa™ products on Instagram and using our hashtags #LelayLuisa #LelayBabe you have a chance to be reposted on our official account.
HAVE YOU RECEIVED MY RETURN?
It depends on the return time, on our side as soon as we have received your return shipment we’ll make the refund. Know that it can take up to 2 weeks for you to have the refund of your money on your bank account.
I DIDN'T FIND MY ANSWER ABOVE.
If you didn't find the answer to your question above, please email our customer service so we can provide a customized support to your query.