F.A.Q.

1. ORDERING

1.1 Do I need to open an account in order to shop with you?

No, you don’t need to. You can make purchases and check out as a guest if you want.

However, by setting up an customer account, you are able to order without having to enter your details every time you shop from us. You can sign up right now, or you can first start shopping and create your account before you check out at the shopping cart page.

1.2 How do I /create an account?

Click on “Login/Register” followed by ‘Create An Account’ and fill in your personal particulars.

1.3 How do I order?

Shop for the items you want and add them to your shopping cart. When you have finished adding items, you can proceed to your shopping cart and check out. Please ensure that all information is correct before confirming your purchases and payment.

1.4 I have problems adding items to my shopping cart

You are only able to add products that are available in stock. There could be an instance where the item is in someone else’s shopping cart hence the status of the items is reflected as “Temporarily Unavailable”.

1.5 How do I pay for my orders?

We accept payments via Paypal and all major credit and debit cards such as Mastercard, VISA, Diners and American Express.

1.6 Can I amend and cancel my order?

Your order normally dispatches within the same day or the next working day. If your order not have been dispatched, you are welcome to contact us to cancel your order.

1.7 Can I change my order?

If you need to change your order, please contact us immediately. We generally process orders within the same day or the next working day, and once we have processed your order, we are unable to make any changes.

1.8 Can I add another item to my order?

Unfortunately we can’t add items to an existing order. Please place a new order for the item and contact us. We’ll be happy to waive shipping on this additional order if we have not yet dispatched your first order.

1.8 I have a discount code, how can I use it?

Key in the voucher code at the field “Voucher Code” and click “Add” on the Shopping Cart page before proceeding to check out. We are unable to manually apply the voucher code to your order if you have missed keying it during check out. Ensure that all information is correct before confirming your purchase.

1.9 How will I know if my order is confirmed?

Shortly after you have placed your order, we will send you an order confirmation to your e-mail. Your order will be shipped when your payment has been approved and billing and delivery address is verified. You may also check the status of your order in “My Account” if you are a registered customer.

2. SHIPPING AND DELIVERY

2.1 When will my order be processed?

All orders will be processed within 2 working days, excluding weekends and public holidays. Time stated is based on Central European Time (UTC/GMT +1 hours).

2.2 How long will it take for me to receive my order?

Standard delivery time frame is approximately 2-6 working days for Swedish customers. For international deliveries, the delivery time is dependent on our logistics partners. Orders are delivered during office hours (8am-5pm) Monday to Friday, excluding public holidays.

2.3 How can I track my delivery?

Once your order has been dispatched, an email confirmation will be sent to you with the tracking number. You may check and track the delivery status of your orders with our logistics partners.

2.4 What are the shipping charges like?

Standard shipping is FREE for all customers world wide.

2.5 Which countries do you ship to?

We deliver to most of the countries in the world. If you can’t find your country in the drop down menu in the checkout, please contact our Customer Care Team and we will try to find a solution for you.

2.6 Can I return an item?

Yes, as a customer you always have 30 days to return. We do follow the distance selling regulations. You should enclose the original packaging and the bracelets can’t be used when returned. You are responsible for the cost of returning the items. Please contact Customer Care Team before you return an item and they will explain the return process.

2.7 There is a missing item in my order, what should I do?

We apologize for sending you an incomplete order. Please contact our Customer Care Team at customercare@vonlukacs.com and we will get back to you as soon as we can.

2.8 I’ve received a defective item, what should I do?

We apologize for sending you an defective item. Please contact our Customer Care Team at customercare@vonlukacs.com and we will get back to you as soon as we can.

2.9 I’ve received an incorrect item, what should I do?

We apologize for sending you an incorrect order. Please contact our Customer Care Team at customercare@vonlukacs.com and we will get back to you as soon as we can.

2.10 I’ve purchased the wrong size or color

We do not provide exchanges for size or color. We do however, accept returns for products purchased from us. You can refer to our Returns & Exchanges policy here and its procedures.

2.11 I have not received my order, what should I do?

Please send an email to our Customer Care Team at customercare@vonlukacs.com if you have not received your order after 10 working days and we will assist you accordingly.

2.12 I have yet to receive my parcel within the stipulated time frame. Whom can I contact?

You may check the status of your parcel via “Track your order” to find out why it might have been delayed. Alternatively, you may send us an email at customercare@vonlukacs.com and we will assist you further.

3. OUR PRODUCTS

3.1 How is the quality of the pieces plated with 18K gold/white gold/rose gold?

All VON LUKACS bracelets with 18k/24k gold are gold plated. Gold plating will wear over time. Precious metals are soft and must be treated with care.

3.2 Do you re-stock items once they have been sold out?

It depends on the particular item. If it is a product that comes from our regular range it is most likely that it will be re-stocked. If there is a specific product that you are seeking, then you are always welcome to get in touch with our Customer Care Team and we will check this for you.

If you have any other questions, don’t hesitate to contact our Customer Care Team.