HOW DO I KNOW IF MY ORDER HAS SHIPPED?
A: Once your order has been successfully transmitted, you will receive an order confirmation. In addition, a shipping confirmation e-mail will be sent to you once your order has been shipped. This confirmation will include the tracking number for your package. This tracking number can be used to check the status on www.usps.com. Please allow up to 24 hours for the tracking information to be updated in the system. Please be sure to check your SPAM folder as these emails may be re-directed there.
MY ORDER SAYS COMPLETE. WHAT DOES THAT MEAN?
A: It means that we have shipped your order and you should receive a shipping confirmation via email shortly after.
HOW CAN I MODIFY MY ORDER?
Please be advised that once an order has been placed we are unable to make any modifications to the order including cancellations.
Although we make every effort to keep sufficient stock of items listed on our site, occasionally we do sell out of certain products. If we are out of stock on an item that you’ve ordered, we will notify you via e-mail.
I ORDERED PERSONALIZED AND NON-PERSONALIZED ITEMS IN ONE ORDER. DO THEY SHIP TOGETHER OR SEPARATELY?
If you order other items in addition to a personalized item, they will all ship together.
CAN I ADD A NAME/LETTER/SYMBOL/DIAMOND TO A NECKLACE I ALREADY OWN FROM LOLA JAMES JEWELRY?
Yes! Please click here and follow the directions listed to add to an existing necklace: https://lolajamesjewelry.com/collections/add-to-an-existing-necklace-or-bracelet
WHAT ARE YOUR SHIPPING GUIDELINES?
Orders placed Monday-Friday before 1 PM EST will begin processing that day, excluding holidays, and will ship within 2-3 business days pending availability and credit verification. All orders placed after 1 PM EST will begin processing the next business day, and ship within 2-3 business days. Orders placed on Friday after 1 PM EST will begin processing on the following Monday. All personalized orders can take up to 6 weeks to ship. Lola James Jewelry will contact you with a follow-up email if the merchandise you have selected is not currently in stock or if we need additional identification provided for credit verification. Delivery time does not include Saturdays, Sundays or Holidays.
HOW LONG WILL IT TAKE TO RECEIVE MY PERSONALIZED ORDER?
Each style has a different shipping time frame. You can find the shipping timeline in the product description section of the item you are ordering. Please note that expedited shipping will only speed up your shipping time, not the making of the item. All personalized items can take up to 6 weeks to ship even if express delivery is selected. We try our best to get everything out as fast as we can!
CAN I RUSH ORDER A PERSONALIZED ITEM?
At this time we do not offer RUSH orders on personalized items.
HOW MUCH IS SHIPPING AND HANDLING?
- USPS Priority Mail is $8.
- USPS Priority Mail with signature confirmation is $12.
- Orders over $100 ship for free via USPS Priority Mail. If you would like to add a signature confirmation it is $4.
- USPS Express Mail - Guaranteed within 1 - 2 business days is $25.
- All international items are $25 for Priority (6 to 10 business days) or $45.00 for Express (3 – 6 business days). We currently only ship internationally to Canada.
- ALL ORDERS OVER $500 WILL AUTOMATICALLY BE SHIPPED WITH A SIGNATURE REQUIRED.
TAXES AND DUTIES
For all international orders, duties are NOT included in your total purchase. This charge will be billed to you upon delivery of your order. Please note that duty charges range per country and are subject to change.
Once items have been fulfilled and shipped by us, it is the responsibility of USPS to get your items to you on time. The delivery confirmation serves as official notice that our merchandise has successfully reached its destination. After receiving official word from USPS that the item has been delivered, Lola James Jewelry is NOT responsible for lost or stolen items.
We are not responsible for packages that are lost or not delivered due to an insufficient or incorrect address or a full mailbox. If the package is returned to us you are responsible for the shipping cost to reship the merchandise.
If the package is not showing up as having been delivered, we, the shipper, will file a claim with USPS and come to a resolution. When filing a report with USPS, it can take up to 14 business days for the claim to be completed. We are unable to replace the lost or stolen item until the claim is completed with USPS.
HELP! IT LOOKS LIKE I WAS CHARGED SEVERAL TIMES
Unless you received an order confirmation, we did not charge your card. If your credit card was declined, you may see pending transactions for each attempt to submit payment. Depending on your bank the pending transaction will clear up within a few business days and will never turn into a charge. You will always get an email confirmation when an order is successfully placed on our site. Please check your billing address before submitting the order again.
HOW DO I CARE FOR MY JEWELRY?
Please keep all jewelry away from moisture (no water, lotions or perfumes). Many beauty products can cause tarnishing of metals. We recommend taking off your jewelry to shower. Please do not sleep in your jewelry and when not in use jewelry should be neatly stored. We recommend giving your pieces a day off to limit wear and tear.
Sterling silver jewelry tends to naturally oxidize over time. We recommend cleaning it with a polishing cloth.
To clean your 14K Gold and diamond jewelry we recommend using a gentle dish soap with warm water.
LOCK IT UP BRACELET – HELP I LOST MY SCREW!
We do carry a few extra screws. They can be ordered here: http://www.lolajamesjewelry.com/product/extra-screw.
WHAT IS YOUR REPAIR POLICY? We offer complimentary repairs within the first 30 days of purchase. We will repair only designs purchased through lolajamesjewelry.com.
Please email firstname.lastname@example.org with your name, telephone number, order number, and a brief description of the problem. We will respond with instructions as to how to proceed. Please note that any repair after 30 days will incur a fee based on the type of repair necessary.
Please allow 3-4 weeks for all repairs. All repairs are subject to shipping.
Returns and Exchanges
All sale items, special orders, and personalized styles cannot be returned and are FINAL SALE. No exceptions. This includes items that have a single initial.
Items that are marked final sale cannot be returned or exchanged.
Cancellations, changes, or returns are not allowed on personalized styles as they are made to order and are FINAL SALE.
Items not listed above are available for exchange or STORE CREDIT within 14 days of shipment date.
Store credit will be issued, provided that the jewelry has not been damaged, worn, or altered.
Your items must be returned in the original packaging, including any pouches or boxes that the jewelry was shipped in.
Shipping and handling charges are non-refundable.
HOW DO I SEND AN ITEM BACK?
- STEP 1: Please contact email@example.com to receive a return authorization number. Please include your order number in the email. We will not accept any returns without an authorized RA number.
- STEP 2: Before you send the return, please ensure the item is in the original packaging and in a shipping box to avoid further damage. Sending in an envelope may damage the item further.
- STEP 3: Ship the item to the below address via an insured mail service, such as FedEx, UPS, or USPS, and insure the package for the cost of the item. If using USPS, packages must have delivery confirmation to enable detailed tracking information.
If we do not receive your return package as described above we reserve the right to refuse your return. Lola James Jewelry is not responsible for return items lost or damaged in the mail.
Lola James Jewelry
20533 Biscayne Blvd. #208
Aventura, FL 33180