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?
Royal Mail, please expect 4-10 business days.
UPS, please expect 2-4 business days.
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 jewellery purchased from a retailer be exchanged with you?
Our retailers purchase the items from us and then resell them. Therefore, they take responsibility and you must therefore contact the retailer directly where you purchased the jewellery 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 jewellery 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 has not been credited to my account yet?
Within 14 days after we have received a return, we will refund the amount or part of the 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 jewellery?
We offer a return policy on our products, so all you have to do is return your jewellery - 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 jewellery cause allergies?
We use the most skin-friendly metals and we are regularly inspected by the Danish Precious Metals Control Board. Unfortunately, a few people are allergic to gold, silver or copper, which are some of the materials we use in our products.
The product is sold out - will it be available again?
Most of our jewellery 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: grasp the pin firmly and lift it (bend it upwards) half a millimetre 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 irregularities may occur as the jewellery 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 colour
Please note that our enamels are mixed by hand. Therefore, the colours of the jewellery may vary slightly. Both gold and silver plating are also handmade (alloys) and therefore the glow and colour may also vary slightly. At the same time, the screen resolution and colour settings on mobile phones and computers can make the colours in the images appear slightly stronger or weaker.
Oxidised jewellery?
Our jewellery will eventually oxidise. Unfortunately, this is normal for precious metals and metals. It happens faster if you sleep with your jewellery, 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 oxidise if it's used a lot. This is completely natural and harmless and not a cause for complaint. Sterling silver jewellery can be gently polished with a small drop of silver cleaner and rinsed in water. We recommend regular wiping of jewellery 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 jewellery is handmade and therefore our rings may vary slightly in size. The enamelled 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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Company UK VAT number: GB412113266
