Customer Service hours are:
Monday - Friday 9:30AM – 5:30PM EST.
Saturday and Sunday - Closed.

You can reach us at: contactus@lulufrost.com.

• Allow 5-7 business days from order date for your order to be processed, packed and shipped. 
• Orders are processed Monday – Friday. 
• Orders placed on Saturdays or Sundays will begin processing the following business day. 
• Orders placed after 12pm EST will start processing the following business day. 
• For updates on your orders status, click here to login to your account and track your order progress. 

We reserve the right to cancel orders due to description, pricing or other administrative error, ineligible use of promotional offer, unauthorized use of payment method, or other system error. 
Promotional offers may be modified or cancelled at any time. 

Order Cancellations or Changes

Please contact customer service as soon as possible after placing your order for assistance with cancellation and changes: email contact@lulufrost.com. 
We are unable to cancel or make changes to orders once you receive your shipping confirmation email.

Gift Wrapping

We will add a lovely ribbon and handwritten card when “Gift Wrap” is checked during checkout. 
We will also include a gift receipt that does not list the price paid for item(s).
Use the “Notes” box to submit your gift message.

• Orders typically ship within 5-7 business days after placing order. Please allow 4-6 weeks for items on Pre-Order.
• Expedited shipments (2 Day and Overnight) must be placed by 12pm EST in order to be shipped the same day. Expedited orders placed after 12pm EST will ship the following business day.
• Shipping times vary by location and service. Visit UPS.com for specific shipping estimates from NYC (zip code 10001) to your location.
• Shipping confirmation with tracking information will be sent via email for all orders.
• Shipping charges are non-refundable.
• Lulu Frost, Inc. is not responsible for items that are lost, stolen or damaged in transit

Shipping Rates

We ship all orders via UPS. 
We cannot deliver to P.O. Boxes. You must provide a valid street address.

Standard / Ground Shipping:

• USA: $15 on orders under $250. Free on orders of $250+.
• Canada & Mexico: $25 on orders under $300. Free on orders of $300+.

2 Day Shipping:

• USA: $25
• Canada and Mexico: We currently do not offer expedited international shipping.

Overnight Shipping:

• USA: $40
• Canada and Mexico: We currently do not offer expedited international shipping.

International Shipping

• All orders are charged in U.S. Dollars (USD$). 
• International $25 on orders under $300. Free on orders of $300+.
• International addresses must be submitted in English characters. 
• All international orders are subject to the final destination country's taxes, tariffs and duties. These charges are not associated with Lulu Frost Inc and are the responsibility of the recipient to pay upon delivery. 
• Customs processing can sometimes delay delivery. 
• If the customer declines tax and tariff payment and the package is forfeited at customs, the customer will be responsible for the cost of return shipping to the US. In the instance that Lulu Frost pays for the cost of return shipping out of pocket, the cost incurred by Lulu Frost will be deducted from any refund amount owed to the customer, deducted from the credit card used to make the purchase, or billed directly to the customer.  
• Please note that in some countries, when a package is forfeited at customers due to non-payment of taxes, tariffs and duties, it will be seized and not returned. In this case, the customer will not receive a refund.  

APO/FPO/DPO Military Addresses

Due to military processing time, it can take up to 30 days for delivery to some locations.

• All purchases made prior to May 2024 are final sale.
• Exchanges are available for up to 30 days of purchase.. 
• Exchanges are not accepted on any special orders, custom styles or sale items. 
• We cannot accept exchanges on items purchased through other retailers. Please return items to the retailer where originally purchased. We defer to each retailer’s return policy in such cases. 
• Items that were a free gift with purchase are not eligible for exchange.
• Shipping costs are nonrefundable.
  
• Items exchanged without prior authorization will be returned at the customer’s expense.
  
• Item damaged or looking for exchange? There is a 1 year warrany for each piece from date of purchase, please follow the exchange process below. 

Exchange Process

• If the piece you selected is not a perfect fit, we offer 30 days for even exchange.
• To exchange an item purchased - please email contactus@lulufrost.com with the word “Exchange” and the order number in the subject line. 
• Customer is responsible for all incurred shipping costs past one year warranty from date of purchase. 
• In exchange process, include address for return during exchange conversation.
• Lulu Frost, Inc. is not responsible for items that are lost, stolen or damaged in transit.

• Please allow 5 - 10 business days after your item is delivered for the exchange to be processed.
• Once the exchange is submitted, a confirmation email will be sent to the email address associated with the original order (unless otherwise specified). 
• Store credit is issued for the product cost only as the original form of payment with any return shipping fees deducted (if provided exchange label was used). 
• Original shipping costs are non-refundable.

When you order a gift card through our site, a digital gift card will be emailed to you. You can then forward on to your gift recipient at the desired time. 
At this time, we do not provide physical gift cards.
Gift cards do not expire.
Gift cards are not eligible for any sales or promotions.
Gift cards are not eligible for return or exchange.

To request a repair, please email contactus@lulufrost.com with ALL details listed below to receive a repair authorization:

• Contact name and phone number
• Proof of purchase (ex. order confirmation email or receipt)
• Image(s) of damaged item(s). Repairs must be visually assessed. Including clear photos and multiple angles will help expedite the process. order confirmation email or receipt)
• Brief description of the requested repair.

Upon receipt of the above details, we will assess the repair and provide authorization along with return instructions.
Please note that repair authorization is issued on a case by case basis and may not be granted if damage is found to be caused by foregoing proper jewelry care, alteration, accident, etc.
Please allow 4-6 weeks for repair to be completed.
Items returned without prior authorization will be returned at the customer’s expense.
For items purchased within the last year from LuluFrost.com, repairs are free of charge. If your purchase through Lulufrost.com is older than one year, there will be a fee of $35 for most items. For more extensive repairs, additional fees based on labor and cost of materials may apply.
All repairs are subject to shipping charges.
For items purchased through one of our retail partners, please return the damaged item to the retailer. We defer to each retailer’s return policy in such cases.
Repairs will not be made on items purchased from unauthorized sellers.
Because of their nature, antique and vintage pieces are always sold as is. We cannot make alterations to or repair any age-related wear that may exist.

• Maintain the plating on our Lulu Frost collection pieces by avoiding direct contact with personal care products such as lotions, perfumes and essential oils.
• Excess light, heat, or moisture will deteriorate the quality of plating and stones. Remove your Lulu Frost collection pieces before housecleaning activities, going to the gym, or swimming.
• Plating will naturally darken or tarnish with wear over time. We are unable to repair discolored or tarnished items.
• Store your pieces in their Lulu Frost pouches to help protect them.
• For occasional cleaning, gently wipe the metal surface with a soft, dry cloth or its Lulu Frost pouch. Do not use treated cloths or jewelry cleaners as most are not formulated for costume jewelry and may damage the plating.
• Frost Fine CODE and Zodiac fine jewelry pieces can be gently polished with an appropriate treated cloth such as a Sunshine Polishing Cloth. We do not recommend liquid cleaners as they may be too abrasive for pearls and certain stones.
• Vintage, antique, and fine vintage items should always be handled with extra care due to their age. Because of the mix of materials used in these pieces, only use a soft, dry cloth for occasional cleaning. Treated cloths or other cleaners could damage some of the materials.

• The components used in our antique and vintage items are original pieces from the 1860s-1990s. 
• Vintage, antique, and fine vintage items should always be handled with extra care due to their age. Because of the mix of materials used in these pieces, only use a soft, dry cloth for occasional cleaning. Treated cloths or other cleaners could damage some of the materials. 
• Although we do love seeing pictures of your heirloom pieces and collections, we only buy from established dealers that we have long-standing relationships with. So unfortunately, no, we are not interested in buying your grandmother’s estate pieces.
• We do not currently provide repair of or appraisals of your antique and vintage pieces. 

There are some commonly requested alterations that we do our best to accommodate whenever possible. Other than the options below, we do not alter our Lulu Frost designs. We also do not alter or repair pieces from other designers.

• Lengthening or shortening necklaces or bracelets:
  - We can only lengthen or shorten styles with a chain or link base, and not all of these styles are able to be altered. We cannot alter bangles or rigid cuffs or collars.
  - The fee for shortening is $35, for lengthening is $35 plus $10 per inch of additional chain (minimum 1 inch).
• Changing earrings from posts/wires to clip-on or vice versa:
  - We are generally limited to styles were we can switch to one of our classic Lulu Frost dome tops with a post or clip-on back or add an ear wire. We do not solder clip-on backs to studs or posts to clip on tops.
  - The fee for this type of alteration is $35 plus $6 for gold filled ear wires or $25 for dome tops. 
• Converting letters or numbers on older Plaza necklaces or bracelets to fob clips:
  - For most older styles, we can take off an existing Plaza letter or number and put it on a fob clip, so that it can be clipped back on its original base or onto another chain. Note that the only fobs clips available are an antiqued gold tone plating. This may not be an exact match to older Plaza numbers and letters.
  - The fee for this conversion is $45 for most styles.
  - We do not sell fob clips separately.

If you are interested in one of the above alterations, send ALL of the following information to contact@lulufrost.com:

• Contact name and phone number
• Proof of purchase (ex. order confirmation email or receipt)
• Image(s) of the item(s) that you'd like to have altered.
• Brief description of the requested alteration. When requesting lengthening, include the total in inches that you'd like to have added.

Upon receipt of the above details, we will assess the alteration and provide authorization along with shipping instructions.
Please allow 3-4 weeks for alteration to be completed.
Items returned without prior authorization will be returned at the customer’s expense.
All alterations are subject to shipping charges.
All fees associated with alterations are non-refundable.
Once you have approved the alteration and paid the fee, the item will be put into production and the request is no longer eligible for cancellation.

• Price adjustments are available on full price merchandise purchased from LuluFrost.com within 7 days of purchase date when accompanied by proof of purchase.
• Items not purchased at full price - such as SALE items - are not eligible for price adjustments.
• Prices and promotions are subject to change at any time
• We reserve the right to cancel orders containing erroneous prices including those due to system or administrative error.

Prices and promotions are subject to change at any time.
Promotions are not good on gift cards or custom orders.
Promotions are not retroactive or eligible for rain check.

Current Promotions

Welcome Promotion

• The Welcome promotion is good for 15% off of your first order when you sign up for our email list. 
• SALE items, Fine Vintage, custom orders, gift cards are excluded from the Welcome promotion.
• The Welcome promotion is good for 14 days after sign up.
• One use per customer.