Proudly Based in Halifax, NS
FAQ / Help Center
Frequently Asked Questions
ORDERING
Q: How do I place an order?
A: Simply browse our collection, add items to your cart, proceed to checkout, enter your shipping and payment information, and confirm your order. You'll receive an order confirmation email immediately.
Q: Can I modify or cancel my order after placing it?
A: Please contact us immediately at order@lustrafinejewels.com. If your order hasn't been processed or shipped, we'll do our best to accommodate your request. Once shipped, you can return items according to our return policy.
Q: Do you accept international orders?
A: We currently ship exclusively to Canada and the United States. We do not ship to Mexico or other international destinations at this time.
Q: What payment methods do you accept?
A: We accept Visa, Mastercard, American Express, and PayPal.
Q: Is my payment information secure?
A: We take data security seriously. We use SSL encryption and PCI-DSS compliant payment processors. We never store complete credit card numbers on our servers.
Q: Can I use multiple discount codes?
A: Only one promotional code can be used per order unless otherwise specified.
PRODUCTS
Q: Are your products real sterling silver?
A: Yes! All our jewelry is genuine 925 sterling silver (92.5% pure silver, 7.5% other metals for durability), stamped with the "925" hallmark.
Q: Will my jewelry tarnish?
A: Sterling silver naturally tarnishes when exposed to air and moisture. With proper care and storage, you can minimize tarnishing. See our Jewelry Care page for tips.
Q: Do you offer gift wrapping?
A: Yes! We offer complimentary gift wrapping at checkout. You can also include a personalized gift message.
Q: Are your products hypoallergenic?
A: Our sterling silver is formulated without added nickel, making it suitable for many individuals with sensitivities to this metal. However, as it is a 925 alloy, it contains 7.5% copper, which may cause reactions in some individuals. We recommend those with copper allergies consult a physician. We cannot guarantee our products are suitable for every individual skin chemistry
SHIPPING
Q: How long does shipping take?
A:
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Canada: 5-10 business days (Standard)
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USA: 7-14 business days (Standard)
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Plus 1-3 business days processing time
Q: Do you offer expedited shipping?
A: Yes! Expedited and Express shipping options are available at checkout.
Q: How can I track my order?
A: You'll receive a shipping confirmation email with tracking information once your order ships. Use the tracking number to monitor your package on the carrier's website.
Q: What if my package is lost or stolen?
A: We are not responsible for packages stolen after confirmed delivery. We recommend shipping to a secure location. If a package is lost in transit by the carrier, we will assist in filing a claim.
Q: Who pays for international customs and duties?
A: International shipments may be subject to customs duties and taxes. While many orders under $800 USD may qualify for duty-free entry into the United States, regulations are subject to change and final assessment is determined by US Customs and Border Protection. Lustra Fine Jewels Ltd. is not responsible for these fees.
RETURNS & EXCHANGES
Q: What is your return policy?
A: We accept returns within 21 days of the delivery date. Items must be unworn, unused, and in original condition with tags attached. Returns are generally free of restocking fees, with exceptions for bulk orders (3+ items) or items returned with missing packaging. Please see our full Return Policy for details on these potential charges.
Q: Are return shipping costs refundable?
A: Return shipping is your responsibility unless the return is due to our error (wrong/defective item). Original shipping fees are non-refundable.
Q: Can I exchange an item?
A: We recommend returning the original item for a refund and placing a new order to ensure you receive your preferred item quickly.
Q: What items cannot be returned?
A: Earrings (for hygiene), personalized/engraved items, final sale items, and items without original tags/packaging.
Q: How long does a refund take?
A: Refunds are processed within 5-7 business days after we receive and inspect your return. Allow additional days for the refund to appear in your account.
Q: Do I need an account to process a return?
A: No! You can return items whether you have an account or not. Just use our return form or email us.
Q: How do I know you received my return?
A: We'll email you when we receive and inspect your return.
Q: Can I return items bought on sale?
A: Yes, unless they're marked "Final Sale" or "Clearance - No Returns."
Q: What if I lost my receipt?
A: No problem! We can look up your order with your order number or email address.
Q: Will I get a full refund?
A: Our error: Yes, 100% refund including original shipping. No return shipping charges.
Change of mind: Product price minus actual return shipping cost. Original outbound shipping not refunded. Return shipping varies based on location and package size used.
Q: Why is my refund less than I expected?
A: If returning due to change of mind: (1) Original shipping you paid is not refunded, and (2) Actual return shipping cost is deducted. Also, if you used oversized packaging instead of a bubble mailer, the return shipping cost will be higher. Check your refund email for the detailed breakdown.
Q: Can I return a gift?
A: Yes! The gift recipient can return items. We'll refund the original purchaser's payment method (minus return shipping if applicable) or provide store credit.
ACCOUNT & TECHNICAL
Q: Do I need an account to place an order?
A: No, you can check out as a guest. However, creating an account lets you track orders, save favorites, and checkout faster.
Q: I forgot my password. What should I do?
A: Click "Forgot Password" on the login page and follow the instructions to reset your password.
Q: How do I unsubscribe from emails?
A: Click the "Unsubscribe" link at the bottom of any marketing email, or manage your preferences in your account settings.
Q: Is my personal information secure?
A: Yes. We take your privacy seriously and follow strict security protocols. Read our Privacy Policy for details.
JEWELRY CARE
Q: How do I clean my sterling silver jewelry?
A: Use a soft polishing cloth, mild soap and warm water, or a silver cleaning solution. Avoid harsh chemicals. See our Jewelry Care page for detailed instructions.
Q: How should I store my jewelry?
A: Store in a cool, dry place in an airtight container or anti-tarnish bag, away from moisture and direct sunlight.
Q: Can I wear sterling silver in water?
A: We recommend removing jewelry before swimming, showering, or exercising to prevent tarnishing and damage.
WARRANTY
Q: Do you offer a warranty?
A: Yes! Our jewelry comes with a complementary 6 months warranty against manufacturing defects. See full details in our Terms & Conditions.
Q: What does the warranty cover?
A: Manufacturing defects in materials or workmanship under normal wear. It does not cover damage from misuse, normal wear and tear, or improper care.
Still have questions? Contact us at care@lustrafinejewels.com