IF YOU DO NOT WANT TO REGISTER AN ACCOUNT WITH US, SIMPLY CHECK OUT AS A GUEST AND FOLLOW THE INSTRUCTIONS TO PLACE YOUR ORDER. IF YOU HAVE AN ACCOUNT WITH US, YOU CAN PROCESS AND SUBMIT YOUR ORDER AND IT WILL AUTOMATICALLY BE RECORDED IN THE MY ORDERS SECTION OF YOUR ACCOUNT.
CHANGING AN ORDER
PLEASE CONTACT US BY EMAIL AT INFO@LOUNASBRAND.COM TO FIND OUT IF IT IS POSSIBLE TO MODIFY YOUR EXISTING ORDER. PLEASE BE ADVISED THAT ONCE AN ORDER HAS BEEN FINALIZED WE ARE UNABLE TO MAKE ANY MODIFICATIONS TO THE ORDER INCLUDING CANCELLATIONS
INFORMATION REGARDING PRE-ORDER ITEMS.
WE HATE WAITING TOO BUT TRUST US, IT'S WORTH THE WAIT. PRE ORDER ITEMS ARE CLEARLY SPECIFIED ON THE PRODUCT PAGE WITH IT'S ESTIMATED DELIVERY TIME. IT TAKES A LITTLE LONGER THAN USUAL BECAUSE MOST PRE-ORDER ITEMS ARE ALL BEST SELLERS WITH A WAITING LIST. WE ARE UNABLE TO CANCEL INVOICES WITH PRE-ORDER ITEMS.
ORDER ERROR MESSAGE
IF YOU ARE RECEIVING AN ERROR MESSAGE, THERE MAY BE A PROBLEM WITH YOUR PAYMENT INFORMATION, BILLING OR SHIPPING ADDRESS. YOUR SHIPPING ADDRESS SHOULD MATCH EXACTLY TO WHAT IS ON YOUR AUTHORIZED FORM OF PAYMENT. PLEASE REVIEW ALL INFORMATION CLOSELY AND LOOK FOR ANY MISTAKES.
IF YOU CONTINUE TO RECEIVE ERROR MESSAGES, PLEASE CONTACT US AT INFO@LOUNASBRAND.COM
WE ACCEPT ALL MAJOR CREDIT CARDS AND PAYPAL. YOUR AUTHORIZED FORM OF PAYMENT WILL BE CHARGED ONCE YOUR ORDER IS PROCESSED.
UNFORTUNATELY, WE CANNOT ACCEPT CHECKS OR MONEY ORDERS.
TRACKING YOUR ORDER
YOU WILL RECEIVE A SHIPPING CONFIRMATION EMAIL WITH THE TRACKING NUMBER. YOU CAN ALSO CHECK THE STATUS OF YOUR ORDER BY SIGNING INTO YOUR ACCOUNT AND THEN SELECTING THE OPTION TO VIEW ORDER. IT WILL INDICATE WHETHER YOUR ORDER HAS BEEN FULFILLED, SHIPPED, OR IF IT IS STILL BEING HELD FOR RELEASE. ONCE YOUR ORDER HAS BEEN SHIPPED YOU CAN VISIT HTTP://WWW.SPEEDPOST.HK ANYTIME TO VIEW AND MONITOR THE STATUS OF YOUR SHIPMENT BY INSERTING THE TRACKING NUMBER SUPPLIED.
SHIPPING TIMES WILL VARY BASED ON THE SERVICE SELECTED AT CHECKOUT, PLEASE REFER TO OUR SHIPPING SECTION FOR FURTHER INFORMATION. RUE GEMBON CANNOT TAKE RESPONSIBILITY FOR ANY DELAYS TO ORDERS DUE TO CUSTOMS CLEARANCE OR PAYMENT TRANSACTION DELAYS.
ADD ITEMS TO AN ORDER JUST PLACED
UNFORTUNATELY WE CANNOT ADD ITEMS TO AN EXISTING ORDER. PLEASE PLACE A NEW ORDER FOR THE ADDITIONAL ITEM AND EMAIL US AT INFO@LOUNASBRAND.COM - WE WILL BE HAPPY TO WAIVE SHIPPING ON THIS ADDITIONAL ORDER IF IT WAS PLACED WITHIN 24 HOURS OF THE ORIGINAL ORDER.
CHANGE OR CANCEL YOUR ORDER
ONCE AN ORDER IS SUBMITTED WE ARE UNABLE TO CHANGE OR CANCEL THE ORDER. IF YOU HAVE ADDITIONAL QUESTIONS ABOUT YOUR ORDER, PLEASE CONTACT US DIRECTLY BY EMAIL AT INFO@LOUNASBRAND.COM.
PROMOTION CODES ARE ONLY APPLICABLE TO THE INDICATED TIME FRAME ON THE PROMOTIONAL/ MARKETING MATERIALS. THE DISCOUNT WILL BE REFLECTED AFTER THE DISCOUNT CODE HAS BEEN ENTERED DURING THE CHECK OUT PROCESS. IT CANNOT BE COMBINED WITH OTHER DISCOUNT CODES OR PROMOTIONAL OFFERS. IT ALSO CANNOT BE APPLIED TO PREVIOUS ORDERS.
The shipping time will depend on your exact location. However, it usually takes between 8-11 business days.
We will send you the tracking code of your orders to the email that you filled out when placing your orders. This email will also guide you on how to track your package (check "track my order" section on our website). Please note that the tracking information will be displayed 2-5 days after you receive that email.
You should see tracking events within 48-72 hours after you have received the tracking number/ID. The reason for this time lag is that in most cases the first tracking event only shows up once the shipment was handed over to us, i.e. once the shipment has left the fullfilment centre.
Our policy lasts 14 days. If 14 days have passed since the item was received, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned: gift cards and products in promotion.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted (if applicable)
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 14 days after it was received.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
How can I place an order?
After deciding the product(s), quantity, size(s) and shipping method, simply click on the "Buy Now" button at the bottom of each product description and proceed to payment. If you are purchasing multiple products, click the basket icon in the upper right corner of your screen to proceed to payment.
Can I change my order?
Please note that if you need to make changes to your orders, contact our Customer Service within 24 hours of ordering. If it’s more than 24 hours, we’ll do our best, but most of the items will be processed within that timeframe and ready to go.
I don’t like my product, what should I do?
Each product is accompanied by a satisfied guarantee or 100% refunded of 60 days. If your product is not suitable for you or does not work, you have 60 days to notify us by sending us a video as proof to the email address firstname.lastname@example.org. We will return the new product or refund your order in full.
What are your payment methods?
We accept payments via Paypal and credit cards.
How long is the delivery?
Due to exceptional demand for our products, your order takes between 7 and 21 working days to arrive.
Where are your items shipped from?
Orders are shipped from our warehouses to Southeast Asia (Singapore, Malaysia and China, unless otherwise stated in the product description). As our items are stored in several warehouses, your order can be shipped in separate packages. We establish close links with our suppliers and keep an eye on each coli sent to ensure that delivery goes smoothly. If I had you do not receive your package, or if it is damaged we guarantee you a full refund immediately and without return of packages.
Can I change my delivery address?
Once you have placed an order, the information goes directly to the shipping service which takes 1-2 business days to process. After that, the shipping department will send the tracking codes to the data entry to update the tracking codes and send the shipment confirmation email to the customer. Therefore, if you need to make changes to your delivery address, please contact our customer service within 24 hours of ordering.
Make sure that all the information you have provided is correct before submitting your order to avoid any mail loss or other incidents.
Please note the following:
For all customers in the United Arab Emirates, please provide your mailbox or postal code at the time of payment to avoid delays in processing and shipping your orders.
Customs, postal services and us are different entities, so we are not responsible for delays caused by customs or local post services.
How long do I wait until my order is sent?
Our processing time lasts from 3 to 5 business days. This means that your orders will usually be sent in this period.
When will I receive my items after placing an order?
The duration depends on the shipping method and the country of destination. Delays may occur due to vacation and/or unforeseen events such as flooding or typhoon. Please also note that custom inspections may be a factor when shipping. Our standard shipment usually lasts from 1 to 3 weeks and depends on the speed with which customs in your country process the package.
How do I know if my items have been shipped or not?
When your items have been shipped, we will send you a notification email to your registered email address. The tracking number is normally available in the next shipping days.
How do I track my order?
Tracking numbers are included in your shipment confirmation email. Alternatively, you can use the links below to track your parcel.
For more assistance, contact our customer service department by sending a ticket to our stores contact us
I followed my order and the status says Return to sender, what do I do?
If the packages have been returned to us, contact us immediately so that we can send you a replacement. For UAE/HK customers, be sure to provide your mailbox or postal code (depending on availability) so that your local post office can deliver your order(s) to your mailbox or door.
The tracking site declared Delivered but I have not yet received my order:
Please note that we provide a tracking number for each customer. It is the customer’s responsibility to track their orders. Please contact your local post office if the package has arrived in your destination country. Please contact our customer service for assistance. We are not responsible for stolen packages.
WHEN IT COMES TO ALL THINGS DELICATES, WE PAY EXTRA ATTENTION. AND LIKE ALL FINE THINGS, IT NEEDS MORE TLC. AS JEWELRY LOVERS, HERE’S A FEW TIPS WE’VE LEARNT :
LIQUIDS AND PLATED METALS DON’T GET ALONG SO ALWAYS REMOVE THE JEWELRY BEFORE SHOWERING OR EXERCISING. AND IF YOU WANT SOME EXTRA SHINE ? BUFF YOUR DELICATE PIECE WITH A DRY CLOTH AND GIVE IT A GOOD GENTLE WIPE. STORE YOUR JEWELRY IN OUR LOUNA'S BRAND POUCH OR IN A DRY PLACE, IT’LL HELP EXTEND ITS COLOR AND LUSTER MEANING YOU’D BE ABLE TO SHOW IT OFF MORE OFTEN.