Where are our pieces made?
Our fine jewelry line is handcrafted exclusively by skilled local artisans.
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 has a zero-tolerance policy toward conflict diamonds. We work with respected suppliers who uphold our values and who work with a supply chain that does the same. 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 here. These 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 email@example.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.
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 3-5 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 3-5 business days. If your order has been delayed, please email us at firstname.lastname@example.org and we will attend to you right away.
Are you able to rush orders?
Yes, we can. You may purchase the Rush Order Add-On which guarantees that your piece will ship within 2 weeks of date of order. If you wish to have your piece ready in less than 2 weeks, please email us at email@example.com and we will advise on the possibility for the rush and the relevant urgent fee.
Can you rush my order without paying the rush order add-on fee?
Unfortunately we are unable to rush your order without the add-on fee. We receive regular requests for rush orders and recognize the need to ensure that we maintain our quality standards - good things are worth waiting for! When you place a rush order with us, we have a jeweler dedicated to finishing your piece within 2 weeks of the time we receive your order, to the exacting quality standards we uphold.
Do you ship internationally?
Yes, we ship internationally at a flat rate of 5 USD! 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 3-5 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 3-5 business days. If your order has been delayed, please email as at firstname.lastname@example.org 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 email@example.com and we will review the matter right away.
Please note that all returns must be sent back to our location within 14 days of the time that the defect is identified. If we do not receive the defective item back within the time period, we will not be able to process your refund.
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 firstname.lastname@example.org.
Please contact us at email@example.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 firstname.lastname@example.org and we will get back to you right away.
What payment methods do you accept?
We accept Paypal, Visa, Mastercard and American Express and Shopify Payments for local and international orders. We also accept bank transfers for local orders.
How do I contact you?
Please drop us an email at email@example.com and we will get back to you right away.