Shipping and Return Policy
Our Customer Service Department is open Monday through Thursday 9:00AM - 6:00PM EST from June - August and Monday through Friday 9:00AM - 6:00PM EST from September - May. All messages left after hours or over the weekend, will be returned the next business day. If you are having difficulty placing an order or have questions, please email us at firstname.lastname@example.org or call us at 212-965-0075.
Our holiday shipping deadlines are as follows: For 12/24 arrival, order by 3 PM on the following dates | 12/16 for standard U.S. + Int'l, 12/20 for U.S. 2-day, 12/21 for U.S. overnight. Lulufrost.com ships via UPS. We offer $10 flat rate ground shipping on all domestic orders and free ground shipping on domestic orders over $150. We ship overseas as well as to Canada. We offer $25 flat rate non-expedited shipping to Canada and $50 flat rate non-expedited shipping for other international customers. For domestic or international expedited shipments, shipping rates are calculated after you have added items to your cart and have filled in your shipping preference. UPS will not deliver to P.O. Boxes.
All orders shipped overseas and to Canada are subject to the final destination country’s taxes, tariffs and duties. These charges, based on the declared value of international orders, are not included in Lulu Frost’s quoted shipping charge and are to be paid by the customer upon 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 and, in the instance that Lulu Frost pays for the cost of return shipping out of pocket then such cost incurred by Lulu Frost may 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 UPS delivery quotes indicate the amount of time needed for shipping, but do not include the time needed to prepare your order. Most pieces are ready for shipping within 48 hours of ordering, but some orders require additional time in production since the majority of our work is made by hand out of our NYC studio. Business days during the summer (June - August) are Monday through Thursday, 9:00AM - 6:00PM EST and during the rest of the year (September - May) Monday through Friday 9:00AM - 6:00PM EST (business days exclude Friday, Saturday, Sunday, and holidays). Any overnight orders placed after 4 pm EST will not be shipped out until the next business day.
As we don't offer exchanges directly through our website, please follow the steps below to return your piece. In order to get a new piece, you will simply place a new order online through our website.
Lulu Frost is dedicated to creating a positive shopping experience for our customers. We will accept unworn, undamaged, full-price items purchased on lulufrost.com within 14 days of the ship date. We do not accept returns on any custom styles (with the exception of Plaza), or SALE items. To return an item, please follow these steps:
1. Log onto your account and click "Order History". If you do not have an account, click on "Order Status" at the footer of lulufrost.com, then "Track My Order"
2. Click "View Order" on the order you would like to return.
3. Click "Request a Return"
4. Enter the quantity next to the item that you would like to return and then select the reason. If the reason is not listed, please select "other" and explain in the box provided.
5. Click "Submit"
6. You will receive a return authorization number within one business day if your return is approved. Please make sure that RA# is marked clearly on the label that was provided in your original package. A return authorization number must be received before returning any items. Please be sure to use an insured courier - FedEx, UPS, USPS) and retain your receipt. Lulu Frost, Inc. is not responsible for items that are lost, stolen or damaged in transit.
7. Merchandise should be shipped to:
Attn: Website Return
12 E. 20th St. 2nd Floor
New York, NY 10003
To request a repair for common issues such as missing stones or broken links, please email email@example.com 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.
It is important to us that any jewelry purchased through Lulufrost.com maintains its high quality throughout the years. In order to ensure that your Lulu Frost jewelry is kept in its best condition, please take note of the following recommendations:
Clean as often as needed using a polishing cloth (such as ‘Sunshine Cloth’ available at RioGrande.com) on any metal parts to reduce tarnish. Please keep in mind that due to personal pH levels of some peoples’ skin, jewelry may tarnish more quickly for some. Since exposure to air can also oxidize jewelry, we recommend storing jewelry in a pouch rather than keeping it exposed to the air. Lulu Frost jewelry is packaged carefully in complimentary pouches and protective boxes. We hope that you use these as an easy storage option to keep your pieces safe.
Please try to avoid excessive exposure to water and sunlight. We recommend removing your jewelry before washing dishes, showering, heading to the beach, etc. Any styles made of leather should never be exposed to water.
Please note - Lulu Frost will not be held responsible for any damages that may occur by foregoing the above recommendations.
Lulu Frost jewelry is packaged carefully in complimentary pouches and protective boxes. We’ve provided this packaging as an easy storage option to keep your pieces safe. The elegant presentation also offers a beautiful alternative to gift-wrapping.
Our work at Lulu Frost is steeped in tradition and often incorporates vintage parts ranging from 19th Century Victorian pieces to classic 1950’s costume jewelry finds. For this reason, many of our products feature one-of-a-kind components. Please note that any style in our shop marked with the description “vintage piece will vary” contains a vintage element. Slight variation within these styles is a result of the limited nature of our vintage pieces and is not a sign of defect. This unique aspect of each of our creations is a part of the charm inherent to our work.
The vintage patinas on many of our products are integral to our design. From time to time, we decide for aesthetic reasons to leave vintage parts as found in order to uphold their charm and age. Per customer request, we are happy to replace missing stones, although not all items will ship in this condition. Our earrings are made with sterling silver or gold-filled ear wire.
If you have a specific request or concern about the vintage parts we work with, do not hesitate to contact us. We are always open to working with customers to create special pieces and on many occasions have designed jewelry using customers’ own family heirlooms. Please contact us directly at firstname.lastname@example.org for such requests.