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FAQs

OUR JEWELRY

Q. Where are Loulourose’s jewelry made?

A. We are a proud Indonesian company, conceived and based in North Sumatra...in Medan to be exact. All our pieces are proudly #madeinmedan, handcrafted and hand-finished by our third generation jewelry artisans. Check out how we make your jewelry here!

 

Q. Tell me more about the materials in Loulourose’s pieces.

A. For silver pieces we use rhodium-plated 925 sterling silver. 925 sterling silver is an alloy made of 92.5% pure silver and 7.5% copper. Rhodium is one of the costliest precious metals due to its rarity. Since rhodium is more durable than any other metal, it will protect anything it is plated over. Rhodium plating allows the jewelry piece to be less susceptible to corrosion and damage, allowing your favorite pieces of jewelry to last longer. It can help reduce the chance of an allergic reaction.

Our gold-dipped jewelry is made from 925 sterling silver with either a 14k rose Gold plating and 16.8k yellow gold plating. Our plating is beautifully thick and of the best quality we could make.

For solid gold pieces we provide 9k gold, 16.8k gold and 18k gold.

Our high-quality diamonds Color F VVS1 clarity are ethically sourced from our suppliers who follow socially responsible practices.

We use cultured pearls from freshwater mussels cultivated from pearl farmers in Sumbawa, unless stated otherwise.

Our birthstones are from Swarovski Elements. Our crystals are sourced from various places.

 

Q. Do you use recycled gold or silver?

A. Yes! All our pieces come with a standard certificate of authenticity.

 

Q. Does your earrings contain nickel?

A. Absolutely not. Our earrings are nickel, lead and cadmium-free. They are totally hypoallergenic. Our rhodium-plated earrings can also help reduce the chance of an allergic reaction.

 

Q. What are the differences between the various solid gold options?

A. K stands for karat* and refers to the percentage of gold in an alloy. Pure gold (24-karat or 24k) is way too soft to wear as a jewelry, so other metals are added to purest gold to enhance its durability or to give it a particular color (like white or rose gold).

To illustrate: 24k gold is 100% pure, 18k gold contains 75% gold + 25% alloyed metals, 16.8k gold is 70% gold + 30% alloyed metals and 14k gold is 58% gold and 42% alloyed metals.

*not to be confused with carat, which is the weight measure of gemstones.

 

SIZING


Q. How do I know my ring size?

A. Check out our super comprehensive and easy to follow size guide here. Alternatively we also have a 99,9999% accurate ring sizer that you can get here, or use code LLR-SZR at checkout to get it for free whenever your shop above IDR299,000.

 

Q. Do your necklaces come in different lengths?

A. Our necklaces come with extra jump rings so you can wear them at different lengths, fitter or loose. We also carry chain extenders for extra lengths!

 

Q. Do your bracelets come in different lengths?

A. Our bracelets come with extra jump rings so you can wear them at different lengths, fitter or loose. We also carry chain extenders for extra lengths!

Our cuffs come in 5 sizes (from baby to XL) to ensure a better fit for your wrist. Check out our simple size guide here for more info.

 

Q. Oh no! I’ve ordered the wrong size.

A. We do not provide returns for items that have been incorrectly ordered. However, you can send it back to us and we will re-do/ alter the size at a small charge. Contact us for more info.

 

ORDERING & PAYMENT


Q. What forms of payment do you accept?

A. We accept direct bank transfer to our BCA account from all major banks in Indonesia. If you choose to pay with direct bank transfer, please make sure to confirm your payment here so we can process your order. We accept credit card and e-wallet payments via Xendit payment gateway. We also accept PayPal payments.

 

Q. I have my own design that I would like to make, is it possible?

A. Of course. We’ve done a number of bespoke projects in our portfolio and love the challenge. Bespoke pieces could take up to 3 weeks for production. Contact our customer service angel to know more.

 

Q. Do you offer any discounts or promotions?

A. We rarely give out major discounts, as we feel it is insulting to our customers and simply out of respect to the hard work of our jewelry artisans. At Loulourose, we implement a direct-to-consumer fair pricing model and we believe in offering the best quality demi-fine jewelry at a revolutionary price. With that being said, we love treating you to surprises and make sure you get your money’s worth, so do sign up to our newsletter to be in the loop for any special/ seasonal offers.

 

Q. How can I check my order status?

A. Easy! Just log in to your account on our website and click on Order History. We’ll also send you emails to update on the status of your package.

 

Q. Can I change/ cancel my order?

A. We can alter your order or cancel it up until it has begun the production or shipping process. All order cancellations will be refunded via store credit only, we do not provide cash refunds.

Q. Is my information secure?

A. Yes, your personal data is safe with us. All financial information is encrypted and safeguarded. For more information, please check our Terms of Service and Privacy Policy pages.

 

CARE & REPAIR


Q. How should I care for my jewelry in general?

A. The basic rule is to always put on your jewelry last before you head out the door. Store in the ziploc pouch provided to avoid scratches, bruises, tangles and oxidation (for silver jewelry). Avoid interaction with harsh chemicals, shampoo, perfumes, lotions, hairspray or cosmetics as this may affect the color or luster. With this in mind, we also hope that you relax, make happy memories with your jewelry. Don’t worry it loses its shine, or tarnishes, you can always polish it with our polish cloth OR always send it back to us for maintenance (we promise it will look like new!)

 

Q. What happens if my jewelry breaks?

A. Sh*t happens. Worry not, we can help you fix it. Just contact our customer happiness team, ship the item to our workshop and we’ll fix it up for you at a small fee. We’ll throw in a complimentary polish while at it to make it look brand new again.

 

Q. What should I do if my jewelry loses its shine or becomes oxidized?

A. Everyone reacts differently to metals. Our body chemistry, sweat and oil can affect longevity. Tarnishing and user marks are normal when wearing your jewelry for a longer time or on a daily basis. It is also completely natural for sterling silver and gold plated items to oxidize or lose their gloss over time.

Here’s our solution to this: we totally recommend our 4 layer polishing cloth to maintain the shine or your jewelry. Use it every now and then. As with all things in life, a little love can go a long way! 

However if the tarnish is too stubborn or you would like your jewelry to look brand new again, you can send it back for a recoat service. Contact our customer happiness team. 

SHIPPING & RETURNS


Q. What’s your return and exchange policy?

A. Please understand that since all LOULOUROSE pieces are handcrafted and not mass-produced, slight variations from the product photographs are not considered a flaw and therefore is not a reason for return or exchange.

We do not provide size exchanges. We do not provide returns or exchanges for earrings due to hygiene purposes. We do not provide cash refunds for returns, only store credits. All items that are engraved or monogrammed are not eligible for a return at any time and are final. All sale items are final, non-changeable and non-refundable.

We encourage all customers to document the unboxing process. This video can be submitted to us in the event that you have received a wrong or faulty item that is an error on our part, please contact us immediately either via WhatsApp or email sales@loulourose.co. Kindly attach the unboxing video, your order ID within 24 hours and we will fix this as soon as possible. In the event of a valid return/ exchange, the customer is responsible for all shipping costs (including a secure tracking number) involved for returning the item. Make sure to mail it back along with the certificate of authentication, velvet pouch and box. We do not provide returns for items that have been incorrectly ordered or items that have been shipped to the incorrect address provided. 

All returns must be:

Should the returned item not meet the above return guidelines, LOULOUROSE has the right to deny a return and have the item re-shipped to customers.

 

Q. How can I track my order once it’s shipped?

A. We’ll send you an email once your order has been shipped with a clickable tracking number.

 

Q. How long does delivery take?

A. Once processed, we will ship Ready to ship items to you within the next working day after payment confirmation. Made to order items will require 7 working days or 2 working days (if you opt to make it express). If you purchased and ready to ship  and a made to order item, your package will be shipped together with the made to order item. 

Please note that we do not ship on Sundays or national holidays, therefore orders made on those days will be delivered on the following business day.

 

Q. Where do you ship to?

A. 

Domestic:

We ship all across Indonesia with either JNE Reg (Regular Service) 3-4 days or JNE Yes (Yakin Esok Sampai) 2-3 days. Shipping rates are calculated directly upon checkout. Domestic deliveries typically take approximately 1-5 working days.

International:

We ship all international orders via DHL.

 

Q. I’m from Medan too, can I just pick up my package?

A. We’re sorry, we don’t provide pick up services right now. But we can provide instant delivery with online Ojek services (within Medan city area) with a IDR 35,000 flat rate and you can be assured your package will be swiftly delivered to your doorstep within the same day! Delivery time will be from 10am to 4pm during weekdays (not available on public holidays)

 

Q. My package is lost in delivery, what should I do?

A. First of all, check to confirm the validity of the information on the courier’s tracking page. Second, make a call to the courier company to report this incident. They will need some of your personal information. Last but not least, please inform our customer happiness team about this and we file a report to the courier company to track the lost package or issue a refund. We’re in this together, so don’t worry!

 

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