FAQ

We ship to the United States at this time! Kindly note that we do not ship to PO Boxes, APO or FPO addresses at this time.

Kindly note that once an order is shipped, Lusent will not change the shipping address upon request.

USPS (US)
Once your package has been picked up from our facility and scanned into their system, you will receive an email from USPS.

Note: Our 10-day return policy will be extended to a 20-day return window for orders placed beginning March 1st, 2020 until further notice. Please note we need to receive your returned piece back at our facility by the end of this 20-day window. 

We actually do not offer exchanges for any pieces.

Other products
All returns must be:
• Unworn

• Have no signs of wear or damage.

• In its original condition with tags still attached (if any). 

• In all original packaging (box and/or pouch included)

Please return your order back to us in the original packaging it came in (or smaller), no oversized or large boxes will be accepted as this increases shipping rates. Lusent will not be responsible for increased fees due to large packaging and reserves the right to deduct additional shipping fees from the refunded amount when applicable.

Should the returned item not meet the above return guidelines, Lusent has the right to deny a return and have the item re-shipped to customers.

Please note your original shipping fee is not refundable and will be deducted from the refundable amount. You are responsible for paying these fees and we’re unable to waive or refund them, even if the order is returned back to us.

Returning your order?

1. First log into your Lusent account (create one now if you didn’t create one at checkout) and select “My Returns”

2. Select the item and the reason of the return

3. Click Create Labels

4. Follow the instructions listed under “HOW DO I RETURN”

Be sure to check our return policy to see if your item is eligible for a return!

Returning a gifted piece?
We offer store credit for gift orders, and our 10-day return policy will be extended to a 20 day return window until further notice. Please check our return policy to make sure the item is eligible for a return.

Send us an email at smile@lusents.com requesting your return label. Don’t forget to include the following:

1. The order number (Don’t worry if you don’t have one. The original purchaser’s full name and email address also help us track down the order)

2. The address where the jewelry will be shipped from

3. The email address associated with your Lusent account so we can apply the credit once processed. If you haven’t created one yet, you can create one now by clicking the SIGN IN button on the top right corner of our page.

Note: Original shipping fees, duties and/or taxes are non-refundable and will not be included in the credited amount.

From the day your return parcel is delivered to our facility, it takes up to 8-13 business days for our returns team to process. Once processed, they will send you a confirmation notice on the return! 

Gratitude Bracelet Collection
If your order has not been shipped, please reach out to us at smile@lusents.com with your order number. We ask that you notify us within 24 hours so we can alert our shipping fairies. Past 24 hours, we are not able to cancel the order. In this case, we will provide return labels to send the order back to us for a refund.

If your order has not been shipped, please reach out to us at smile@lusents.com with your order number and the details on the change. Kindly note that we cannot guarantee that the change will be made as the order may have been already processed.

Tracking numbers are automatically sent as soon as your order is packed! Once the shipping fairy picks up the package and scans it into the system, the tracking number can be used to see the information about your order. This may take a couple hours and if the order was packed on the weekend, it will be updated next available business day!

For more details, please check our Tracking Page here!

To help protect the durability and high-quality of your jewelry, remove it before you shower bathe swim or perform any sport activities. Avoid spraying perfume, applying creams or any other liquids directly onto your jewelry. Keep away from extreme temperatures, humidity or sunlight.

Avoid when using cleaning products. Clean carefully with a soft, non-abrasive and lint-free cloth. Use of a polishing cloth or strong jewelry cleaner is not recommended. Store away from other metals.

First off, our apologies! Please send your order number and a photo of the defective or incorrect piece to smile@lusets.com. Our Customer Happiness Team will be happy to help resolve it!

Each piece is beautifully placed in our gift box! During checkout, make sure to indicate which piece is a gift and we'll make sure to include a gift receipt.

Our packaging includes a classic white cylinder gift box and a care guide. Our gift notes are printed with your special message. It will be printed exactly how it is entered, so make sure there are no errors and no emojis are used! We want to make unboxing special for everyone, even when it's a gift for yourself! That said, we will combine items into one box if it is not indicated that it is a gift.

We're not able to accommodate shipments of additional packaging alone at this time, as there will be increased shipping fees associated.

Discreet packaging is not offered at this time so please make sure to only ship to a location you are comfortable with receiving the parcel.

We're sorry! We do not offer gift cards at this time. 

You can pay for your items in many ways! Your payment method is charged at the time the order is placed, including for those items that are backordered and/or made-to-order. This will ensure that your order is placed in the queue to be fulfilled and shipped as soon as they are available!

Please note that once the order has been placed, we are unable to change the method of payment and/or currency.

Credit card or Debit Visa Card

If you have a Lusent account, your default billing information will appear at checkout. Otherwise, you can manually enter the payment details at the time you place the order. Kindly note that depending on the restrictions on your card, the transaction may be declined by the bank. We do not accept prepaid credit cards, Visa/Mastercard gift cards, or Discover cards at this time.

Lusent reserves the right to detect and check the validity of the card used and may decline transactions depending on the result of these checks.

Please note Lusent cannot issue a refund to a method of payment that is different from the one used to place the order. Upon receiving your returned item at our facility, it will take up to 8-13 business days for the returns team to process and send you a return confirmation email.

Credit card or Debit Visa Card

From the day the return is processed by the returns team, depending on your bank, it will take around 5-10 business days for the fund to reappear on your end. Should you have cancelled your credit card or reissued a new one, the amount will be transferred by the bank.

A limit of one (1) discount may be applied to each order. If a second discount code is applied, our system will automatically select the better deal and the other discount will not be applied. Discount codes cannot be used in conjunction with free shipping discount codes, referral credit, referral codes or any other type of discount. Lusent has the right to hold and or cancel orders that use more than one discount code.