FAQs – Lucy & Mui
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Where are our pieces made?

Our fine jewelry line is handcrafted exclusively by skilled artisans in Asia.

 

How are our pieces made?

Our design team sketches each design by hand, following which these hand-sketches are sent for 3D rendering, allowing us to visualize the varying dimensions of a design before it is crafted. Once this process is complete, our expert craftsmen use their decades of skill and experience to mold, polish and set the very first prototype. We test-run each of these prototypes to ensure they live up to our promise of comfort and wearability before a design becomes a part of our collection.

No two Lucy & Mui pieces are exactly the same. Each time you place an order for a Lucy & Mui piece, our artisans mold, polish and set your piece individually to ensure each piece is granted individual attention, is uniquely made and set apart from mass market jewelry.

 

Are your diamonds ethically sourced?

We believe in ethical sourcing. Lucy & Mui, together with the global diamond industry, has a zero-tolerance policy toward conflict diamonds. Through measures such as the Kimberley Process, which tracks diamonds from mine to market, the industry in partnership with the United Nations, governments and non-governmental organizations, polices diamond exports to prevent the trade of illegal diamonds.

At Lucy & Mui, we purchase our diamonds through respected suppliers, who, like us, adhere to and enforce the standards established by the Kimberley Process. If any of our suppliers are found to be in violation of that process, we will immediately sever that relationship. We strive to continually support and promote any process that works to uphold legitimacy in the diamond trade.

 

Is my order customized?

Unless your order of choice is in-stock, most of our orders are customized and personalized, allowing you to select your choice of metal and stone to create a piece that is uniquely yours. Our craftsmen fashion our whisper-thin designs by hand with skill and precision, ensuring only the highest quality.

 

What size should I order?

We understand it can be difficult to figure out your ring sizing, which is why we have created a ring sizing guide for you, which can be found hereThese size charts are only a guide, but can give you a better idea of what size you might be.

If you are still unsure of your ring size, simply check out the ring of your choice and under the Size option, select "I'm not sure - Send me a Free Ring Sizer". Upon receiving your ring order, we will arrange for your Free Ring Sizer to be sent to you, and await your confirmation on size. 

Fee free to email us at hello@lucyandmui.com and we can better advise you on the best fit for you. If you would like to be sized in person, you can also visit any local jeweler in your area - most would be happy to help you with ring sizing information.

 

Do you ship internationally?

Yes, we ship FREE internationally! For more details on our shipping policy, please visit our Shipping Page.

 

When will my order arrive?

Unless your order of choice is in-stock, most of our orders are customized and personalized just for you. We require 2-4 weeks to handcraft the piece of your choice. Click here to find out why. Once your piece is complete, your order will be processed immediately and couriered to you. Local standard orders will arrive in 2-3 business days, and international orders will arrive in 3-10 business days. If your order has been delayed, please email as at hello@lucyandmui.com and we will attend to you right away.

 

What if the item I received is damaged or faulty?

All our items are shipped in our signature box and couriered to you. If your item arrives faulty or damaged, please email us at returns@lucyandmui.com and we will review the matter right away.

 

What is your returns policy?

If you are not completely satisfied with your purchase, you can send it back to us for a refund or store credit within 7 days of receipt. Please note that this only applies to in-stock items purchased. Sale items, made-to-order items, special items and custom jewelry are final sale and cannot be returned. If you would like to find out if the item you would like is in-stock, please contact us at hello@lucyandmui.com.

Please contact us at returns@lucyandmui.com prior to sending back your item stating the reason for your return. All returned merchandise must be in its original condition. We recommend shipping all returned packages via registered shipping with tracking information. Lucy & Mui will not be able to issue any refunds or exchanges for lost packages.

 

How do I track my order?

When your order is shipped, we will send you your tracking number as well as a link to the relevant shipping website to track your package. In the event that you are unable to locate your package, please contact us at hello@lucyandmui.com and we will get back to you right away.

 

What payment methods do you accept?

We accept Paypal, Visa, Mastercard and American Express for local and international orders. We also accept bank transfers for local orders.

 

How do I contact you?

Please drop us an email at hello@lucyandmui.com and we will get back to you right away.