Contact LULU
Find quick answers to some of the most frequently asked questions or feel free to contact us directly by email.
Send an email
Write us an email at support@lulucopenhagen.com.
We will respond as quickly as we can during normal business hours.
Track your parcel
On these links you can easily track where your parcel is.
How long is the delivery time?
GLS expected shipping times: 5-9 business days.
You do not need to contact GLS or LULU if you do not receive tracking information within the first 3-5 business days.
Local postal services within the EU: 3-8 business days.
UPS: Depending on your destination you can expect UPS to be faster compared to the local postal services.
Please see more details here.
No email? Is my parcel on its way?
You will receive both an order confirmation and a tracking number. Check your spam folder if you do not receive anything from us. It is very important that you enter a real email that you check. Otherwise, you won't be able to receive shipping updates from our shipping provider. We do not pay return fees for unclaimed packages.
Is there anything missing from your parcel?
If something is missing from your package upon receipt, or it appears to have been opened in transit, please document this with photos and send them to us. The packaging and all contents must be saved until the matter is resolved.
Can a piece of jewelry purchased from a retailer be exchanged with you?
Our retailers purchase the items from us and then resell them. Therefore, they take over the responsibility and you must therefore contact the retailer directly where you purchased the jewelry and act within their policy regarding exchanges and complaints. We cannot process orders that are not purchased directly from this webshop.
Why do I have to pay for returns?
Unfortunately, we cannot pay for the return shipping, as we have already paid all or part of the shipping cost to you. You are responsible for ensuring that we receive the jewelry back in the same condition as if you had looked at it and tried it on in a store. You can read all about our return policy and how to return here.
The money hasn't gone into my account yet?
Within 14 days after we have received a return, we will refund the amount or partial amount to your account. Please also note that there may be additional delays from both the payment service you have used and your bank. You can read all about the rules here.
Can I exchange a piece of jewelry?
We offer a return policy on our products, so all you have to do is return your jewelry - and then place a new order on the webshop.
The price of the ear studs is for 1 piece
Our Candy Shop earrings are sold individually. That way you can choose whether you want to buy one or two or mix a set. The earrings are delivered in our beautiful little signature box with sleeve.
Does your jewelry cause allergies?
We use the most skin-friendly metals and we are continuously checked by the Danish Precious Metals Control. Unfortunately, a few people are allergic to gold, silver or copper, which are some of the materials we use in our products.
Product is sold out - will it be available again?
Most of our jewelry is always in stock, but occasionally some will be sold out. It usually doesn't take many weeks before it's back in stock, but in certain periods it can take a little longer. We advise you to keep an eye on the website.
Loose clasp on earrings?
If the lock is loose or has become loose over time, this is easily adjusted by pinching the round loops together with light pressure with 2 fingers until the tension returns.
Loose snap lock on hoops?
The pin on a click lock sometimes needs a little adjustment to get a fresh click again. It can be done in seconds: grip the pin firmly and lift it (bend it upwards) half a millimeter at a time. Test after each small bend until the click comes back.
Bent pin on ear studs?
We use high quality materials, which are therefore soft metals. Unfortunately, as the parts we use are often 1 mm or less, small imperfections may occur as the jewelry is handmade. It's very easy to straighten a bent pin on an ear stud with 2 fingers and a firm grip.
Both enamels and gold can vary in color
Please note that our enamels are mixed by hand. Therefore, the colors of the jewelry may vary slightly. Both gold and silver plating are also handmade (alloys) and therefore the glow and color may also vary slightly. At the same time, screen resolution and color settings on mobile phones and computers can make the colors in the images appear slightly stronger or weaker.
Oxidized jewelry?
Our jewelry will eventually oxidize. Unfortunately, this is normal for precious metals and metals. It happens faster if you sleep with your jewelry, have small irritations in the ear holes, take medication, or if they are exposed to perfumes and creams. You'll often see that the stud itself will oxidize if it's used a lot. This is completely natural and harmless and not a cause for complaint. Sterling silver jewelry can be gently polished with a small drop of silver cleaner and rinsed in water. We recommend regular wiping of jewelry in general.
Entangled necklace?
You can find great hacks online to help you loosen knots on chains. Search on Youtube for example: “How to untangle necklaces”.
Small variations in ring sizes
All our jewelry is handmade and therefore our rings may vary slightly in size. The enamel rings are hand-painted, which gives them an organic-looking surface, but it also means that some have a slightly thicker layer than others. See our ring sizing guide here. It is not carved in stone, but can be used as a guide.
Useful links
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