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Refund | Exchange Policy

Returns & Exchanges

-All LACE by Jenny Wu products are custom fabricated to order. Returns, exchanges, and refunds are therefore not accepted. All sales are final. However, if you have any issues with the product, please contact us and we will do our best to accommodate you in resolving your concerns. Email us at info@oylerwu.com please reach out to us within 7 days of your item being delivered to you. When contacting us via email please be sure to include images and or describe in detail any manufacturing defects.

-Check our Care & After Sale Services here for more information on material properties.

-If the items in question have been worn or used multiple times you may only be subject to a partial refund or discount on future replacement items.

-Shipping costs for any items being returned or exchanged (that have been approved to be returned or exchanged by LACE by Jenny Wu) will be paid by the customer.

-Any orders made on Premium Material items, Custom Made items, or items included in the Wedding Collection can not be cancelled once production on said items has begun. These pieces can not be returned or exchanged. Items that have been modified, engraved, or resized can not be returned or exchanged. Gifts Cards, Lineworks Bandanas, Rolo Necklace Chains can not be returned or exchanged after being worn or used.

 

Warranty

If you experience damage to your purchase due to manufacturing, you may return it to us for inspection. A $30 deposit will be taken before the shipment of your item back to LACE. This fee covers the cost of shipping and evaluation. If we determine your merchandise is damaged due to a manufacturing defect, the deposit will be refunded and your item will be repaired/replaced. If we determine that the damage is not caused by manufacturing defect, then we will notify you and let you know of repair services available at cost.

Not considered manufacturing defects

  • The discoloration of precious metals caused by chemicals, make-up, swimming pools and hot tubs, or bathing.
  • Wear over time of prongs and precious metals that may require restoration work as a part of normal wear.
  • Bent, caught or worn out prong, allowing stone to fall out or be lost due to normal wear or other damage.
  • The loss of a gemstone caused by damage from everyday wear or from other damage.

All fine jewelry can be affected by normal wear, activities or trauma. This is particularly true for rings since hands are regularly used and subject to daily pressure. We do not provide warranties for damage due to normal wear, product loss, loss of stones or theft.

 

Shipping Policy

-Free domestic shipping on orders over $100.

-Orders may take between 3 - 4 weeks to produce and ship.

-It is possible for your order to arrive before the allotted window.

-"Made to Order" items are shipped as soon as they are complete.

-Orders are shipped from Los Angeles, CA.

 

Delivery

-You are responsible for providing an accurate and reachable shipping address. The items in your order will be delivered to the address provided by you at checkout. Verify that all the information in your email confirmation is true and up to date.

-Orders within the US are shipped via USPS or UPS unless another courier is selected at checkout by the customer. Orders can take up to 5 business days to ship out and another 3-5 business days for carrier delivery. Most orders are shipped with tracking number.

-If you are ordering outside the US you may be subject to additional tax, custom duties, or international fees. Custom duties vary from country to country. High Value items are subject to higher fees depending on your country’s import tax on the material and or percentage of the item’s value. International packages may be subject to inspection and charges upon arrival to designated country. LACE is not responsible nor does LACE benefit in any way from these extra charges. Please check your country's international packages and customs policies before purchasing.

-LACE by Jenny Wu is not responsible for letting you know that your shipment is prone to additional fees.

 

Payment Policy

We accept Visa, MasterCard, and American Express. We do not accept Discover cards, checks or money orders. The LACE store is powered by Shopify and is PCI compliant so you can feel 100% secured about your transaction. To read more about Shopify's payment security. Click on the Shopify link below:

Full payment is due before any order is processed and produced. All custom diamond ring orders are invoiced and divided into two payments: 50% of final cost upon ordering and 50% of final cost prior to shipping of your order.

 

 

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