Frequently Asked Questions

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.fedex.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.

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.

If you order other items in addition to a personalized item, they will all ship together.

Yes! Please click here and follow the directions listed to add to an existing necklace.

Only certain styles can be added on to. This option is not available for every style.

Discount codes cannot be used on add on's.

Orders placed Monday-Friday before 1 PM EST will begin processing that day, excluding holidays, and will ship within 1-2 business days pending availability and credit verification. All orders placed after 1 PM EST will begin processing the next business day, and ship within 1-2 business days. Orders placed on Friday after 1 PM EST will begin processing on the following Monday. All personalized orders can take up to 6-8 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.

ALERT: FEDEX is experiencing delays due to the impacts of COVID-19. Most packages are arriving on time, but some are delayed. We are so sorry for any inconvenience.

Each style has a different shipping time frame. You can find the lead time on the page 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 6-10 weeks to ship even if 2-day delivery is selected. We try our best to get everything out as fast as we can!

At this time we do NOT offer RUSH orders on personalized items.

• FedEx 2 Day is $12.
• FedEx 2 Day with signature confirmation is $16.
• USA orders over $150 ship for free via FedEx 2-3 Day. If you would like to add a signature confirmation it is $4.
• ALL ORDERS OVER $1,000 WILL AUTOMATICALLY BE SHIPPED WITH A SIGNATURE REQUIRED. 
• WE ONLY SHIP WITHIN THE US. 
• WE DO NOT SHIP TO PO BOXES. 

Once items have been fulfilled and shipped by us, it is the responsibility of FedEx 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 FedEx 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 you select signature required and are not there to sign for it and the package gets 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 FedEx and come to a resolution. When filing a report with FedEx, 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 FedEx.

We offer exchange or STORE CREDIT within 7 days of shipment date. We do not provide refunds.

All custom, personalized, special order and sale products (including single initials and custom sizes) are FINAL SALE and cannot be exchanged or returned for store credit. No exceptions.

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.

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.  

• STEP 1: Please contact info@lolajamesjewelry.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.

RETURN ADDRESS:
Lola James
Attn: Office
3722 NE 200th Sreet
Aventura, FL 33180

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.

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.

We currently accept Visa, MasterCard, American Express, Discover, and PayPal. We also offer Affirm and Shop Pay & Shop Pay Installments as buy now, pay later options.

Rates from 0%-36% APR. Payment options through Shop Pay Installments, are subject to an eligibility check and are provided by these lending partners: affirm.com/lenders. Options depend on your purchase amount, and a down payment may be required. State notices to consumers https://www.affirm.com/licenses.