Frequently Asked Questions

 

Payments

How can I pay for my jewelry?

We gladly accept all major credit cards (i.e. Visa, Mastercard, etc.) or Paypal. We may also accept additional payment methods depending on which country you are shopping from. Any available payment methods will be displayed on our checkout page.

Is your site safe and secure?

Great question. Our checkout page uses SSL, which ensures that all of your browsing and shopping data remains private.

What should I do if my payment doesn’t work?

We’re sorry for the trouble! First, make sure that your shipping and billing details are correct. If that doesn’t work, try contacting your bank about the payment. If you’re still having an issue, drop us a message and we’ll do our best to help!

Please note: If you want to pay via credit card and are using AMEX, you have to proceed to Paypal first, and then select the option "Pay with Credit or Debit Card" inside Paypal. If you need help with that, please contact our customer service.

Where do I enter my discount code?

During the first stage of checkout, look for a box beneath your order summary. Enter your code and click ‘apply,’ then watch the magic happen. Remember Moon Child, only one discount code can be used per order!

Can I use a discount code on a sale item?

Discount codes apply to most of our jewelry, with the exception of pieces currently on sale. Our sale items already have a larger discount than most of the codes ever available, which means you are getting the best possible deal on them!

 

 

Shipping

How long will it take for my jewelry to arrive?

United Kingdom
(3-5 days delivery)

United States
(5-8 days delivery)

Germany
(5-10 days delivery)

Other Countries & Regions
(7-12 days delivery)

 

All other countries:

Express Delivery: 2-10 working days

To ensure you get your magic pieces as quickly as possible we ship all international parcels with DHL Express. Depending on the country, most of our parcels reach you within 7 working days (up to 10 working days for remote areas). 

All shipping times do not account for any unforeseen delays on the courier's end.

Please also note that due to Customs in Colombia and Mexico, shipments to these countries may experience delays

MADE-TO-ORDER JEWELRY

Some of our exclusively crafted made-to-order jewelry has slightly longer shipping times. But unique jewelry like this is worth the wait.

 

The shipping times are as follows:

Ring Sizes 5, 6, 7, 8, 9, 10: 12-15 working days

Ring Sizes 4, 11, 12, 13: 20-25 working days

Necklaces, Earrings, Bracelets: 12-15 working days

Please check the specific delivery times for Diamonds on each product page or feel free to contact us via info@lottedsteam.com if you are unsure about delivery times.

Where in the world does your jewelry ship to?

We are excited to deliver our best quality jewelry to women worldwide as we ship from USA or HongKong to almost any country.

 

We deliver fast and tracked with our trusted partner DHL Express.

Can I track my jewelry's journey in the mail?

Absolutely! You'll be able to follow your new best quality jewelry every step of the way.

Keep an eye on your email inbox. We'll send you a tracking number and tracking link. You can also send us a quick message and we'll be happy to track it for you.

Can I have my order shipped as a gift?

Our Lotteds pieces are the perfect gift for that special person in your life… great choice! All our jewelry is shipped in a beautiful jewelry box and without an invoice.

 

We also offer beautiful gift bags and a perfect gift wrap set to add a touch of glam to your thoughtful present. No need to buy wrapping elsewhere - just add to your basket, pop the jewelry in when it arrives, and give that perfect gift!

Will I have to pay for international taxes and duties?

All international orders will be subject to customs duties and taxes. Please note that for all countries taxes, duties and shipping costs are non-refundable. Duties and taxes are already included in the final price of your order before completing payment. Due to country regulations there is no option to complete checkout without paying duties and taxes.

Do you ship on weekends or bank holidays?

All orders, whether Monday through Friday or Sunday, will be notified to the designer to make the jewelry as soon as you place your order. There will be no stoppage of work on Sundays until it is on the airplane to be sent to you.

Please note that shipping may be delayed due to major national and regional holidays on the following dates: May 1, October 1, December 24-25, January 1, and February 1

How long does it take to ship an order?

· Refund is available within 2 days

Within 2 days of placing your order, you can request a refund for no reason.

· The package will be on the plane within 3 days

Within 3 days after you place your order. We make sure your package gets on the plane. The fastest delivery to your hands.

 

My order shows up as delivered, but I haven’t received it. What should I do?

In rare cases, your package can show as ‘delivered’ before you receive it.

 

This may be down to the delivery being marked as complete preemptively. Alternatively, your shipping carrier might have left it in a hidden location to prevent damages or theft. Check between your front doors and talk to your household members and neighbors.

 

If you still can’t locate your order, contact your shipping carrier and state your tracking number. Please get in touch via info@lottedsteam.com and we will do our best to assist you in locating your missing package.

 

If your order continues to be missing after following the above steps, please note that we are unable to offer reshipments or refunds on orders that show up as delivered.

 

 

Returns & Exchanges

Can I return my jewelry?

Yes! We want you to be head over heels for your new jewelry. If you’re not 100% satisfied,we want to make things right. 

How do I return my jewelry?

Just send us an email within 30 days from the day you receive your parcel saying you’d like a refund or exchange. Then, we’ll send you step-by-step instructions for returning your jewelry.

Kindly note that the return shipping fee is your responsibility. However, for exchanges, we are pleased to cover the shipping costs for the new item(s) sent to you once again. Promotional or sale items are excluded from exchanges. Your understanding is greatly appreciated.

How do I exchange my jewelry?

We no longer offer direct exchanges for promotional or sale items. However, don't worry! If you need to return an item, we'll be more than happy to assist you in processing the return, and in return, we'll issue you a voucher. This voucher can be used towards your future purchases.

 

We appreciate your understanding and continued support. If you have any questions, feel free to reach out.

When will I receive my refund?

As soon as we receive your returned item(s), we will initiate a refund of the purchase price of your items (excl. the shipping fee in case you paid for shipping). Please note that for all countries taxes, duties and shipping costs are non-refundable.

 

Materials

What materials do you use to craft your jewelry?

Our jewelry is made from a range of precious metals, including the following: nickel free 925 Sterling Silver, Platin-plated 925 Sterling Silver, 14k Solid Rose Gold, 14k Solid White Gold, 10k Solid Rose Gold, 10k Solid White Gold and 18k Vermeil which is nickel free 925 Sterling Silver plated in 18k Rose and Yellow Gold (this coating is 50% thicker than traditional gold-plated pieces, keeping it beautiful for years to come).

 

Of course in order to make the jewelry healthier and not lose color. We use a material that is also used in the medical field: titanium steel. This is a very safe metal. It doesn't make anyone allergic and it doesn't turn green easily. At the same time, in the field of environmental protection, titanium steel is widely used because it does not pollute the environment.

What is a lab-grown diamond?

Lab-grown Diamonds are created in a controlled lab setting from real Diamond seeds.

This makes them authentic plus a mindful method on our path to sustainable, conflict-free jewelry.

And the best thing:

 

They possess the same physical, chemical and optical characteristics as natural Diamonds. The difference is hardly visible to the naked eye.

 

So why choose lab grown?

 

No mining required

100% conflict-free

Less waste, lower emissions

Increased affordability

Are lab-grown diamonds conflict-free?

Yes 100%, as they are made in advanced, controlled Lab settings from Diamond seeds. These Diamonds are entirely conflict-free as no mining is required.

Where is Lotteds jewelry made?

More than 90% of our jewelry is handmade in East Asia, and the materials we use to make our jewelry, the gemstones come from East Asia.

Will my ring tarnish or turn my finger green?

It won't make anyone allergic and it won't turn green easily.

In order to make the jewelry healthier and not to lose color, we use the same material used in the medical field: titanium.

We use a material that is also used in the medical field: titanium steel.

This is a very safe metal.

At the same time, in the field of environmental protection, titanium steel is widely used because it does not pollute the environment.

How can I keep my jewelry gleaming for years to come?

Keeping your gemstones gleaming is easy! Wash your jewelry with warm soapy water and a soft-bristled brush, like a toothbrush. Pat dry using a soft microfiber cloth and store your jewelry in a safe, dry place when it’s not being worn.

 

Try to avoid harsh chemicals that can lurk in everyday products such as lotion, perfume, and hairspray as well as household cleaners like bleach. To be safe we recommend your jewelry is the last thing you put on and the first thing you take off when you get home.

 

For more information on care and cleaning, check out our Jewelry Care Guide.

 

Warranty

Do you offer a warranty?

· Refund is available within 2 days

Within 2 days of placing your order, you can request a refund for no reason.

·30 days for return and exchange

You can return the goods you are not satisfied with within 30 days from the date of delivery and exchange them for satisfactory products.

· Permanent free replacement parts (lifetime warranty)

All our jewelry is handmade. From concept to drawing to production, it's all done by hand. Every object is invested in the efforts of designers and craftsmen.
Therefore, most of our jewelry. You can repair them by hand in the future. If you want to adjust the size or replace the parts. We can send you free parts videos to teach you how to repair.

How do I make a warranty claim?

We are sorry to hear that your jewelry isn’t 100% perfect.

If you experience faults with your jewelry outside of our normal returns and exchanges policy we’ll review your enquiry as a warranty claim. Please contact us at info@lottedsteam.com. We will review your claim and inform you about the next steps.