FAQ

GENERAL

Q: Which methods of payment can I use?

A: We offer debit card/credit card payments supporting VISA, Mastercard, American Express, Bancontact, iDEAL, EPS (Beta), Giropay, Multibanco (Beta). As well as Paypal, you do not need a Paypal account to pay this way.

Q: Can I pre order an item?

A: Yes, you can let us know by email or DM with the product and your size if applicable. We will then notify you when it’s back in stock. For premium range items we ask for a £5 security deposit which reserves you the item, this is then taken off your end purchase.

Q: How do I know my ring size?

A: We have a page with information and a ring size chart located at the bottom of our website.

SHIPPING

Q: Where do you ship to?

A: We ship Worldwide!

Q: How much is shipping?

A: All orders are shipped from our UK based warehouse using Royal Mail services.

Please allow 3-5 working days for all orders to be processed and dispatched.

UK standard shipping costs are just £1.99 (no tracking number)  Delivery estimate 3-5 working days from dispatch.

UK tracked shipping is £3.19 and the tracking number will be emailed to you upon dispatch. A signature will be required upon delivery. You can track your order at www.royalmail.com. Delivery estimate 2-4 working days from dispatch.

International standard shipping is £3.99 (no tracking number)

Delivery estimates:

  • USA: 10-15 working days from dispatch 

  • Europe: 10-15 working days from dispatch

  • Rest of world: 20-30 working days from dispatch

International tracked shipping is £8.19 and the tracking number will be emailed to you upon dispatch. 

Delivery estimates:

  • USA: 10-15 working days from dispatch 

  • Europe: 10-15 working days from dispatch

  • Rest of world: 20-30 working days from dispatch

A signature may be required upon delivery. You can track your order at www.royalmail.com 

Q: What happens if my order/items are lost or damaged?

A: If you have a tracking number you can locate your order here. Unfortunately we can't be held responsible for lost or damaged items without tracked shipping. If this is the case we suggest claiming from Royal Mail here, all claims are the responsibility of the customer and the carrier. We do not issue refunds when non tracked items are lost in transit or damaged.

Q: Do you do free shipping?

A: Free shipping is available on all orders over £10!

UK code: FREEDEL

Rest of world code: FREESHIP

RETURNS

Q: Can I return an item?

A: Here at Thelustrecompany, we want all our customers to be happy with all of their orders. However, if this is not the case:

You can return anything you have ordered from us for a full refund within 28 days. You have 14 days from the day you receive your product(s) to request a refund and a further 14 days to return the product(s).

Contact us via email enquiries@thelustrecompany.co.uk with your order number and return request. 

The return postage is the responsibility of the customer.

All products must be returned unworn and in the same packaging it arrived in.

Please allow 2 working days for the refund to be processed back to the same method that the order was paid with (but we usually do it same day!)

Original postage is non refundable.

All returns must include a note inside quoting the order number. (you can find this on your order confirmation email)

Earrings can not be returned/exchanged due to hygiene reasons.

All of our products are carefully checked before they are lovingly packaged. However, if for any reason your item is faulty or has been damaged in transit please get in touch immediately via email enquiries@thelustrecompany.co.uk (we may need photographic evidence, so attaching an image of the item in the email will speed the process along!)

If the item has been broken by the customer and is not a manufacturing issue unfortunately we cannot be held liable.

COLLABORATIONS

Q: Can I work with you guys?

A: We do have an ambassador scheme! So give us a DM or email and we can see what we can do!

Q: Do you do wholesale?

A: Yes. You can request wholesale prices via email. We do bulk discounts:

Buy 20 items get 20% off

Buy 50 items get 50% off

Q: Do you do affiliate advertisements with press?

A: Yes. Give us an email for more information.