Frequently Asked Questions

When Can I Expect to Receive My Order?

Please allow approximately 1 to 3 business days (Monday to Friday) for your order to be successfully processed. The average delivery time is approximately 5 to 9 business days (Monday to Friday) in the United States if you place your order before 5:00 PM.

The Expected Delivery Time Has Passed, Where Is My Order?

In most cases, orders are delivered within the expected delivery time. Unfortunately, an order may sometimes be delayed. Have you waited 1 to 3 additional days after the original delivery time and still not received your order? Please send an email to: support@lorrainejewelry.com

What Are the Shipping Costs?

When you order from Lorraine Jewelry, you always benefit from free shipping.

How Can I Pay for My Order?

We offer a range of secure payment methods:

Visa
Mastercard
American Express
Apple Pay
Google Pay
Maestro

Some Products Are Missing from My Order, How Is That Possible?

Some orders are shipped in separate packages due to weight restrictions. To ensure product quality, the items you order may come from different suppliers. If you order multiple products from us at the same time, it is possible that they will not be delivered at the same time.

Do not worry, your order is on its way. The rest of the order will usually be delivered within 1 to 3 business days.

What Should I Do If I Receive a Damaged Shipment?

Unfortunately, it may happen that your order is damaged during delivery. As a customer, there is of course nothing you can do about this. In that case, please contact our customer service immediately by sending an email to support@lorrainejewelry.com It is necessary to take photos of the issue and attach them to your email.

Please do not return the item yet without first sharing the photos with us. Otherwise, unfortunately, we will not be able to find an appropriate solution for you. Our customer service team will process your message as quickly as possible and work with you to find the best solution.

What Are the Return Costs and Where Should I Send Returns?

Please contact us if the product was damaged by the carrier, in which case you will not have to cover the return costs. However, if you ordered the wrong product, if it does not suit you, or if you changed your mind, the return costs will be at your expense. Important note: depending on your place of residence, return costs may exceed €48.50, as your return must be sent back to our return location. Please request the exact return address from our customer service team.

How Do I Return an Item?

To initiate a return, please contact us at support@lorrainejewelry.com, making sure to include your order number. If your return is accepted, we will send you the necessary instructions along with the address to which you should return your parcel. Return costs and obtaining the return label are the responsibility of the customer. Items returned without prior request will not be accepted.

What Happens If You Bought the Wrong Product, It Does Not Suit You, or You No Longer Want It?

You should first contact our customer service team at: support@lorrainejewelry.com We will look at the best solution for you. If we are unable to resolve it otherwise, you will only need to pay the shipping costs to return the product to us.

Where Is My Order?

Once your order has been shipped from our warehouse in Asia, you will receive a tracking number by email. You can track your parcel at any time on our Tracking Page. Please note that tracking information may take 1 to 3 business days to appear. Need additional help? Feel free to contact us to receive an estimated delivery time.

Contact:

Store name: Lorraine Jewelry
Email: support@lorrainejewelry.com

Opening Hours:
Monday to Friday: 9:00 AM to 6:00 PM
Saturday and Sunday: 10:00 AM to 5:00 PM