To request a repair for common issues such as missing stones or broken links, please email firstname.lastname@example.org with ALL details listed below to receive a repair authorization:
1. Contact name and phone number
2. Proof of purchase (ex. order confirmation email or receipt)
3. Image(s) of damaged item(s)
4. Brief description of the requested repair
Upon receipt of the above details, we will assess 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. Please allow up to 2-4 weeks for repair to be completed.
For items purchased within the last year, repairs are free of charge. If your purchase through Lulufrost.com is older than one year, you will be charged a flat rate of $35. For more extensive repairs additional fees based on labor and cost of materials may apply. All repairs are subject to shipping charges.
For items bought 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, and repairs will not be made on items purchased from an unauthorized Lulu Frost retailer.