FAQ - General
What is your exchange/return policy?
All LACE by Jenny Wu products are custom fabricated to order. Returns and refunds are therefore not accepted. If you need to exchange your item for another size, email us here within 7 days of your item being delivered to you. We only accept unworn pieces for exchange.
What is your warranty?
LACE guarantees your LACE jewelry pieces to be free of manufacturing defects. If you believe your ring has a defect, you are able to send it back to us at any time for an inspection where we will repair or replace your ring as deemed appropriate. You must contact us first to start the process.
Manufacturing defects do not include general wear and tear, scratching, discoloration due to contact with harsh chemicals, warped rings, or damage due to improper use, cleaning or storage. Any third-party or outside jeweler altering your jewelry will void your warranty with us!
Can you repair an item from accidental misuse?
Yes! Please reach out to us with images of your damaged piece. We will assess the damage and give you an estimated repair price.
How do I determine my ring size?
To determine your ring size you can visit a local jewelry store and be professionally measured, you can also order our ring sizing tool here. Please note that due to tolerance of our 3D printing process, we can only guarantee that our steel rings are within half size of your order. Most people experience up to half size of swelling due to weather changes.
How do I care for my pieces?
Please review our LACE care guide for specific recommendations for each material finish.
Shipping and Inventory
US domestic shipping
On all items in stock, we typically ship out within 1-2 business days. We offer free USPS First Class Mail with tracking for purchases over $100.
International shipping - EU and UK
All of our EU and UK orders are made to order in the EU. Please allow for 4 weeks lead time. Items will ship out of our manufacturer in the UK. No additional customs tax will be added. Economy shipping starts at 10 Euros.
International shipping - All other regions
All orders outside of the US, EU, and the UK are shipped from our Los Angeles Office. Standard customs tax WILL be collected by the local customs office prior to releasing the package. Check with your local customs office for official rates.
Is my item in stock?
We typically carry a small inventory of our most popular items to avoid excess production. Check the quantity remaining on the product page to see if your desired item is in stock. For items not in stock, please allow 3-4 weeks for production. You can also reach out to our team here to check on specific order or quantity in stock.
Can you guarantee delivery during the holidays?
For shipping during the holidays, we recommend to order as early as possible. While we do our best to promptly ship out your order, we cannot control any unforeseen delays by our carriers (USPS and UPS). Therefore, we cannot guarantee shipping on any item. However, we have found that Fedex or UPS express shipping is your best bet for timely delivery.
Can I pick up my order at the LA showroom?
Yes! Once you place an order, please email us to schedule a pick up for all local orders in stock.
FAQ - Holiday shopping & shipping
When are the deadlines for Christmas delivery?
December 15th, 2023 is the cut off date for USPS priority mail shipping. We suggest using UPS or Fedex expedited shipping after that date. However, we cannot guarantee delivery as shipping delays during the holiday is unpredictable. We suggest that you order your gift as soon as possible to avoid shipping issues.
When is the last day for EU orders to be delivered by Christmas?
November 10 is the last day for EU orders produced by our EU manufacturer. After Nov. 11, if you wish to order a LACE product and receive before the holidays, you can order it from our warehouse in the US. It will require a higher shipping cost and customs fee.
What happens if the item is not in stock? Will I still receive it in time?
If you ordered any items not in stock before November 24th, we will do our best to fulfill your order before the holiday. We cannot guarantee delivery if you order out of stock items after November 25th. Please contact us if you wish to check on inventory.
If I'm an international customer and I order from your US warehouse, will there be customs fee? How do I know how much it is?
Yes, all international orders that are sent from our US warehouse will require additional customs fee based on your country's tax requirements. All customs fee is paid by the customer. Please check with your own customs duty information prior to ordering. Our platform will provide an estimate at checkout next to the USPS express shipping listed on the shipping options. All shipping options WILL incur a customs fee.
Does your free shipping over $100 offer applies to international orders?
No, unfortunately free shipping only refers to US domestic shipping.
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Get in touch
Have questions? Get in touch with us at any time.