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FAQ's

General information

I no longer see an item that I wanted to purchase, will it be available again?

If you no longer see an item that was once available on our Online Store, you can contact our Chan Luu Online Store Customer Service by phone or email to see if it will be available again in the future.

How can I recover my forgotten password?

If you have forgotten your password, you can retrieve it here.

How can I be sure that my order has been processed?

Once an order has been placed, you will receive an Order Confirmation email with information about your purchase. If you do not receive an Order Confirmation email within 24 hours, please contact our Chan Luu Online Store Customer Service by phone or email.

How can I track my order?

After your online order has been processed and shipped, you will receive an email providing the tracking number as well as information on how to track your package. You can also log in to your account and select Review Orders/ Track Packages to view tracking information.

Can I remove items from my order?

Items cannot be removed from an order once it has been placed without contacting the Chan Luu Online Store Customer Service. If you would like to remove items from your order you must contact our Chan Luu Online Store Customer Service by phone or email to receive more information.

Can I cancel my order?

If your order is still being processed and has not shipped you may contact our Chan Luu Online Store Customer Service by phone or email to cancel your order.

What should I do if I receive a damaged/ incorrect item?

If you received an incorrect or defective item, please contact our Chan Luu Online Store Customer Service by phone or email within 30 days of invoice date to request a Call Tag. Please include the original Packing Slip or Chan Luu Return Form with your return, and note the specific defect or error.

Will I be charged sales tax on my order?

Sales tax will be charged for purchases shipped to California, New York, Texas and Georgia. No sales tax will be charged on the purchase of Gift Cards.

My purchase is for a gift, can I request gift wrapping?

All merchandise purchased from the Chan Luu Online Store is placed in a Chan Luu mesh bag and gift wrapped with our signature orange tissue paper. Our Chan Luu mesh bags come in assorted fabrics and colors. During Checkout you can select to include a customized Gift Note with your package. The recipient of a gift purchase will receive a gift receipt excluding all prices.

 

Shipping

Can I ship my order to a PO Box?

No. Orders can only be shipped to physical residential or commercial addresses.

How long will my order take to arrive?

For estimated delivery schedules please refer to our Shipping Chart.

Do I have to be home for my package to be dropped off?

To ensure the security of your purchase, a signature is required upon delivery. If for any reason you are unavailable to sign for your purchase, FedEx will make several delivery attempts.

 

Returns

How long do I have to return an item?

If you are not completely satisfied with your purchase, you may return it within 30 days from the invoice date. Your return must be in compliance with our Return Guidelines found here.

We reserve the right to refuse returns that are not in compliance with our Return Guidelines.

How do I return an item?

If you wish to return an item purchased from our Chan Luu Online Store, you may do so by including our return form or a copy of your packing slip along with the reason for your return. Your return must be in compliance with our Return Guidelines found here.

Can I return a Chan Luu item that was not purchased from the Chan Luu Online Store?

No. We do not accept returns of Chan Luu items that were purchased from a retail store or website other than the Chan Luu Online Store. You must contact the store in which the item was originally purchased to inquire about returns.

How long does it take to receive a refund for a returned item?

Once a return has been received your refund will be applied to the original form of payment within 5 – 7 business days.

What should I do if the refund amount is incorrect?

If there are any discrepancies with your refund amount, please contact our Chan Luu Online Store Customer Service by phone or email for more information.

 

Exchanges

Can I exchange a product I purchased for something else?

We do not offer merchandise exchanges. If you would like one Chan Luu item in place of another, simply return your original purchase for a refund by following our Return Guidelines and place a new order for the item you would like.

 

Repairs

Does Chan Luu have a repair policy?

Chan Luu jewelry is handcrafted by skilled artisans using natural materials and intricate hand-looming, knotting, and wrapping techniques. Natural variation is inherent in our jewelry and only adds to the character of each piece.

Your satisfaction is our number one priority. We are happy to offer the following Warranty and Repair services for your Chan Luu jewelry:

Your Chan Luu jewelry piece is protected from the date of purchase by a one-year warranty. We will repair at no charge to you any defect or damage found within one calendar year of the date of purchase. There will be a $25 fee for repairs requested after one calendar year from the date of purchase - some repairs may result in higher fees if valuable components are determined to be missing. If we cannot repair your original Chan Luu jewelry piece, we will gladly replace it with the same style or with a similar piece of equal or greater value.

To submit your Warranty or Repair, please complete the Warranty / Repair Request form (download here) and follow the instructions, or contact us at repairs@chanluu.com with the following information:

  1. A brief description of your piece
  2. Name and full mailing address
  3. One of the options below:
    1. If purchased from a retailer- please provide the store name
    2. If purchased from Chan Luu directly- please provide your online order number

Please note that we CANNOT process Warranty or Repair Requests which are NOT accompanied by the fully completed Warranty / Repair Request form. Jewelry pieces received without the Warranty / Repair Request form will not be repaired and will be returned to the sender.

You are responsible for shipping your damaged or defective Jewelry piece to Chan Luu. To ensure successful transit, please ship your piece to Chan Luu headquarters using a reputable shipping service which provides tracking information. Upon completion, your repaired piece will be shipped back to you at no additional charge. Warranty and Repair requests are individually processed and repairs are made by hand – please allow eight weeks from the date your jewelry piece is received by us.

For defects or damages noted after one calendar year from the date of purchase, we must receive the $25 payment before we can process. Please enclose a check made payable to Chan Luu LLC, or include your credit card information and payment authorization on the Warranty / Repair Request form.

Please note that this Warranty and Repair Policy applies only to authentic Chan Luu jewelry. Clothing, scarves, and other accessory items are not covered by this Policy.

 

INTERNATIONAL ORDERS

What is the value that will be displayed on my customs documents?

The total net amount of merchandise purchased will be declared on all customs documents. Customs documents cannot be altered.

Will I be charged country specific duties and taxes on my online order?

Please be aware that shipping to international destinations may be subject to local customs fees or duties. Every country has different procedures for incoming packages. Chan Luu, Inc. does not have information on customs of duties and cannot estimate these charges. Please check with the proper local authorities before placing an order. Chan Luu, Inc. is not responsible for non-paid import taxes, nor will Chan Luu, Inc. issue any refunds or exchanges for deliveries that have been refused for non-payment of import taxes.

Can I expedite shipping on my international order?

Currently, we only offer international orders to be shipped via FedEx International Economy. Please visit our Shipping Costs and Methods for more information.

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