FAQ

We ship to most regions globally, except those restricted by international shipping or trade policies (e.g., North Korea, Iran, Syria). For the full list, please refer to our Shipping Policy.

Yes, we offer free standard shipping with tracking to selected regions including most of Europe, Canada, Mainland China, Hong Kong, Taiwan, Japan, Singapore, South Korea, Thailand, Australia, and New Zealand. The United States is currently excluded from this program.

Yes. We offer commercial express shipping via DHL, FedEx, or UPS. You may choose between:
• Priority Express: ~7 business days
• Standard Express: ~7–10 business days

All in-stock items are shipped within 24–48 hours after payment. A tracking number will be sent by email.

Yes. Items marked as "Pre-order" or "Pre-sale" may require up to 30 days for production. Pre-orders often come with special discounts as a thank-you for your patience.

Orders over $300 USD qualify for free commercial express shipping to eligible regions.

You can track your package via:
• Our Track Order page
• Third-party tools such as 17Track

If your package has not arrived within 25 days after the expected delivery date, contact us at service@lightstone-jewellery.com. We will assist with an investigation.

Due to recent U.S. import policy changes, some customers may see unusually high shipping fees or tariffs. We currently do not recommend placing orders to the U.S. until the situation stabilizes.

Yes. You may request a return or exchange within 30 days of receiving your item, provided it is unused and in original condition with original packaging.

If you refuse to accept an unopened package, we will cover the return shipping cost.

As long as the item is unused and in original condition, you may return it. You are responsible for the return shipping fee and may choose any secure shipping provider.

1. Email item photos to service@lightstone-jewellery.com
2. Wait for return eligibility confirmation
3. Send the item and provide tracking number
4. Refund or exchange will be processed within 7 business days of receipt

• In-stock items: Cancel via account dashboard before shipment
• Once marked as “Shipped”, cancellation is not guaranteed
• If contacted quickly, we may be able to intercept — but cannot promise

You may cancel within 72 hours of payment. After that, production begins and the order is final.

No. VAT and import duties are included in your checkout price. You will not be required to pay additional taxes under normal circumstances.

In rare cases, customs system mismatches or courier errors may cause duplicate tax requests. This is not typical.

Yes. Pay the amount to avoid disruption, then contact us within 7 days with customs payment documentation. We will fully reimburse verified VAT or duties that were already included in your order.

No. Any courier-imposed service, brokerage, or clearance fees are non-refundable. Fees from third-party customs agents are also not covered.

Email us at service@lightstone-jewellery.com. We respond within 1–2 business days.

You will automatically receive a confirmation email immediately after placing your order. If you do not receive it, please check your spam folder as it may have been filtered by mistake. If it’s not there, contact us at service@lightstone-jewellery.com.

We currently accept payments via PayPal and Stripe. These platforms support most major credit and debit cards in addition to PayPal’s native interface.

Please contact your issuing bank or payment provider. We are unable to process payments manually, so we recommend retrying or using a different method.

Yes. You can update your address from your order page after payment. If you’re unable to locate the option, feel free to contact our customer service team at service@lightstone-jewellery.com.

Please refer to the material section on each product page for specific information. Pieces made of sterling silver or copper may oxidize or fade over time depending on how they are worn and stored.

We generally do not recommend wearing jewelry in the shower—even for solid 14k gold—since prolonged exposure to moisture can accelerate changes in surface tone. When not in use, store your jewelry in a dry, low-air-contact environment. If the piece becomes wet, gently pat it dry with a soft cloth.

We do not offer official certificates by default. However, if you require documentation for specific purposes (e.g., travel or customs), please email us and we will do our best to assist.

All items come in gift-ready packaging. Most pieces are housed in dedicated jewelry boxes, and the exact packaging may vary slightly by product. If you’d like to confirm details for a specific item, feel free to email our customer service team.