FAQ
Welcome to our Help Center. Below are answers to the questions we receive most often. If you still need assistance, please contact our support team at support@luisajewels.com. To help us locate your order quickly, kindly include your Order Number and the email address used when placing your order.
Orders & Payment
How do I use a discount code?
You can redeem your discount code during checkout by following these steps:
- Add your desired product(s) to your shopping cart.
- Click "PAY WITH DEBIT/CREDIT CARD" to continue to checkout. This option supports both PayPal and card payments.
- On mobile devices: Tap "Show order summary", then enter your coupon code.
- On desktop: Enter your discount code in the discount field located on the checkout page.
- Apply the code, then complete your payment using PayPal or your preferred credit/debit card.
Which payment methods are accepted?
We support several secure payment options, including:
- PayPal
- Visa
- MasterCard
- American Express (AMEX)
- Diner's Club
- Most major debit and credit cards
- Apple Pay
- Google Pay
How much does shipping cost?
Our standard worldwide shipping fee is USD $5.99.
Depending on your shipping destination or promotional offers, the final shipping cost may vary. The exact amount will always be displayed during checkout before payment is completed.
Shipping & Delivery
Do you ship internationally?
Yes. We proudly offer worldwide shipping.
To shorten delivery times whenever possible, orders are shipped from the warehouse or fulfillment center that is best suited for your location.
When will my order arrive?
After your order has been processed and dispatched, estimated delivery is generally 10–20 business days.
How can I check my shipment status?
Once your package leaves our warehouse, you'll receive a shipping confirmation email containing a tracking number.
You can monitor your shipment anytime by entering the tracking number at www.17track.net.
Why hasn't my tracking information changed?
Tracking information may require 24–48 hours to appear after shipment.
It is also common for tracking to remain unchanged for several days while your package is moving between shipping facilities. This does not necessarily indicate a problem.
Why did I only receive part of my order?
Orders containing multiple products may be shipped separately.
This allows us to dispatch available items sooner from different fulfillment centers. If your order is split, each parcel will have its own tracking number, which will be emailed to you separately.
Order Changes & Cancellation
Can I update my shipping address, recipient name, or phone number?
Yes, but only before your order enters processing.
Please contact us immediately at support@luisajewels.com with the subject line:
Urgent: Address Change
Please include:
- Your Order Number (example: 071SHOP-112938)
- The email address used for the order
- Your complete updated shipping information
If your package has already been shipped, we are unable to modify the delivery information. In this situation, we recommend contacting the shipping carrier directly.
Can I change the items I ordered (size, color, quantity, etc.)?
Modification requests must be submitted as soon as possible.
Please email support@luisajewels.com using the subject:
Urgent: Order Change
Include the following:
- Order Number
- Order Email
- Details of the requested change
We can only process changes before the order reaches the fulfillment stage. Unfortunately, once fulfillment begins, modifications are no longer possible.
Can I cancel my order?
Orders that have not yet been dispatched may be canceled.
Please note that a small processing or handling fee may apply.
Once an order has been shipped, cancellation is no longer available.
After Delivery
My package arrived damaged. What should I do?
We're sorry your order didn't arrive in perfect condition.
Please email support@luisajewels.com and provide:
- Your Order Number
- The email used to place the order
- Clear photos or a short video showing the damaged item(s)
- A photo of the shipping label attached to the package
Our support team will review your case and assist you promptly.
What should I do if my item has a manufacturing defect or quality problem?
Customer satisfaction is important to us.
If you believe your product has a defect or quality issue, please contact us at support@luisajewels.com with:
- Your Order Number
- Order Email
- A description of the issue
- Clear photos or a video demonstrating the problem
We will evaluate the issue and provide an appropriate solution.
I received the wrong product or something is missing.
We sincerely apologize for the mistake.
Please send an email to support@luisajewels.com including:
- Your Order Number
- Order Email
- A photo or video of the incorrect item received, or a list of the missing item(s)
Our customer service team will investigate and resolve the issue as quickly as possible.
Account & Email Support
I didn't receive my order confirmation email.
Please begin by checking your Spam or Junk folder.
If you still cannot find the confirmation, contact us at support@luisajewels.com and provide the email address you used during checkout. We will verify your order and resend the confirmation email.
Why haven't I received my tracking number?
Tracking emails are normally sent within 1–2 business days after your order has been processed.
If more time has passed, please first check your Spam folder. If you still haven't received it, contact our support team and we'll be happy to provide an update.
Contact Information
Customer Support Email：
support@luisajewels.com
Customer Service：
+1 (424) 347-8981
Company Information：
Hong Kong Hu Jie International Limited
FLAT/RM 1203 12/F TOWER 2 CHINA HONG KONG CITY
33 CANTON ROAD
TSIM SHA TSUI KL