FAQ
Shipping & Orders
How long will it take until my order is shipped?
Usually, your order will be fulfilled within 3-5 business days. Customized items may take longer time about 15-21 business days to processing. If you place your order on a non-business day, we will ship the order the next business day.
After your payment has cleared and your order is completed at checkout you will receive an automated email of your invoice. Please note this email may be located in your SPAM/JUNK folder if you are ordering from us for the first time.
We truly appreciate your support of our products. If any issues arise with your order, we will communicate with you immediately and work to resolve it.
Where will be my parcel shipped from?
Our warehouse is based in China. When package lands in your country, it will be delivered by local carrier.
Can you deliver my order to a po box address?
Unfortunately, we are unable to deliver items to P.O. boxes, APO, DPO, BFPO addresses, mail forwarding addresses, or temporary residences. This policy is in place to ensure that your Lazesoul jewelry order is securely delivered and received.
Can I change or cancel my order?
Please send an email to [email protected], contact our customer service team to cancel / modify your order, as long as your order hasn’t been shipped.
Once an order has been shipped and dispatched to its destination, we will be unable to make any changes or cancel the order. After receiving the order, you may refer to our return policy to return any unwanted items.
Do I have to pay Import Taxes or Customs Duties?
For every customer, we include the cost of Customes Duties & Taxes in your order. The price you see at checkout is the price you pay and there are no additional charges.
What happens if my order gets lost during shipping?
We are sorry to hear it! We suggest to following :
- Check with your neighbors and look around the vicinity of your residence. Sometimes shipping carriers leave packages in hidden locations to prevent theft.
- Verify the shipping address on your order to make sure it’s accurate.
- We kindly ask that you wait at least 3 business days to see if it turns up. Shipping carriers often mark packages as delivered preemptively due to slip-ups in operations.
If you still haven’t received it, please contact us as soon as possible at [email protected], and we will initiate an insurance claim on your behalf. Any claim for a lost package must be submitted within 30 days of the order’s shipment.
We are not responsible for delivery failures resulting from customer negligence. Negligence includes, but is not limited to, incorrect information such as order address, contact number, or recipient’s name, as well as losses due to failure to collect the package in a timely manner. In such cases, we will not be able to process a refund. If you notice any errors in your order information, please contact us as soon as possible at [email protected] with your order number and the correct information.
What should I do if my package is damaged?
If any items or packages are damaged or lost, or if you have any concerns about possible damage, you must take the following steps:
- Note the damage before signing: Clearly indicate any visible damage on the receipt before accepting the package.
- Contact us promptly: Reach out to us within two business days through our customer service email for timely assistance.
- Keep all packaging materials: Make sure to retain any damaged packaging materials for inspection.
- Take photos: Take clear photos of the damaged package and items; these will assist us in processing your claim swiftly.
How long is the shipping time?
Delivery Time: Orders are typically delivered within 7-15 business days, (excluding weekends). However, we can’t guarantee the delivery time.
As a gift, please order 5 days in advance + processing time + estimated delivery time to avoid package delays
Please also note most local couriers for last-mile deliveries don’t provide weekend service, hence the possible delay may happen during weekends.
I can't place an order in my area
We can actually ship worldwide. If you cannot place an order, please contact our online customer service in time. After we see your message, we will deal with it for you as soon as possible.
Returns
What is the return policy?
You have the right to cancel your order within 15 days. The cancellation period expires 15 days from the date you receive the goods or when a third party designated by you (other than the carrier) takes possession of the delivered products.
Conditions for Returns
In order for the Goods to be eligible for a return, please make sure that:
- The Goods were purchased in the last 15 days
- The Goods must remain in its original condition, unused, with no signs of wear or damage.
- The Goods returned by mail must be in all original packaging (tags, box, and pouch included)
The following Goods cannot be returned:
- The Goods that are engraved, monogrammed, or otherwise personalized.
- we are not able to accept returns on earrings or any piercing items due to hygiene reasons.
- Gift cards
- No individual item of a set can be returned for refund, store credit and/or size exchange, and must be returned as a complete set.
We reserve the right to refuse returns of any merchandise that does not meet the above return conditions in our sole discretion.
Return’s Charges
Your original shipping costs are non-refundable and will be deducted from the refundable amount. You are responsible for the cost and risk of returning the goods. Please contact us at [email protected] to obtain the latest return address.
Please see our Return Policy for more information
Can I exchange my item?
Please note, we no longer accept exchanges, including rings. If you have any questions about the products or your order, please contact us.
Receiving your refund
We will reimburse You no later than 14 days from the day on which We receive the returned Goods. We will use the same means of payment as You used for the Order
Please note shipping costs are not refundable.
Warranty And Care
Do you have a warranty?
How to submit a warranty claim？
How to care for your jewelry
- Store Properly: Store jewelry individually in soft pouches, fabric-lined boxes, or padded compartments to prevent scratching and tangling.
- Avoid Moisture: Humidity can accelerate tarnish, especially with silver and gold-plated pieces. Store jewelry in a dry place, preferably with a silica gel packet to absorb moisture.
- Keep Away from Chemicals: Avoid exposing jewelry to perfumes, lotions, hairspray, and cleaning products. These substances can dull the finish and damage gemstones.
- Put On Last, Take Off First: To minimize exposure to lotions and cosmetics, always put jewelry on after dressing and remove it before undressing.
- Wipe After Wearing: Gently wipe down jewelry with a soft, lint-free cloth to remove oils and sweat, which can cause tarnishing over time.
When to avoid wearing your jewelry
- Exercise or Sports: Sweat, impacts, and exposure to rough surfaces can damage jewelry.
- Swimming: Both saltwater and chlorine can tarnish or damage metal, gemstones, and pearls.
- Household Chores: Harsh detergents, chemicals, and water can damage most jewelry materials.
- Sleeping: Overnight wear can lead to accidental tangling, bending, or breaking.