We will like to provide you answers to the most asked questions!
Email us at support@brandlawon.com if you don't see your specific question :)
Questions Answered
Product Care + Material
Payment
Returns + Exchange
HOW DO I TAKE CARE OF MY JEWELRY? Gold Vermeil/Sterling Silver A little love goes a long way! When not wearing your jewelry, be sure to store it in the pouch it came in. This helps prevent scratching and maintain colour for vermeil and silver pieces. To keep your piece looking its best, gently rub the surface with the polishing cloth included in your order. Remove your jewelry when applying scents, lotions and sprays.
HOW DO I USE MY POLISHING CLOTH? To keep your piece looking its best, gently rub the surface with the polishing cloth. Always wash your hands after use to ensure the cleaning agent is removed. It is normal to see dark residue on the cloth, it’s a sign that it is working correctly! The cloth contains a small amount of cleaning agent which will hold on to any dirt, oil & residues that are removed from the surface of the item being polished. Never wash the polishing cloth as it will lose its effectiveness. Keep out of reach of children.
DO YOUR PRICE CHANGE? Everchanging factors such as global supply chain disruption, inflation, and cost fluctuation of raw materials such as gold and diamonds may impact our prices from time to time. We continue to monitor production factors and do our absolute best to always give you high-quality products at accessible prices.
DO YOU HAVE WARRANTY? Under our warranty, we’ve got your back. This means that for 1 year from the date of purchase, we’ll take care of your product if any damage to the material or the workmanship of the jewelry occurs. Just contact us and we'll work together to find a resolution. We work with top manufacturers to create handcrafted, responsibly sourced pieces that are made to last. We’re confident in the quality of our product hence the 1-year coverage. This also means that the warranty does not cover lost items, scratches that come with normal wear and tear (like a bent ring or broken chain), improper use or storage of your product, and any modification to your product done.
WHAT DO I DO IF I RECIEVE A DEFECTED OR WRONG JEWELRY? First off, our apologies! Please send your order number and a photo of the defective or incorrect piece to brandlaon@gmail.com. Our Customer Happiness Team will be happy to help resolve this for you!
WHAT PAYMENTS DO YOU ACCEPT? You can pay for your order using a variety of payment methods! Your payment method is charged at the time the order is placed, including for those items that are shipping later and/or made-to-order. This will ensure that your order is placed in the queue to be fulfilled and shipped as soon as possible. Please note that once the order has been placed, we are unable to change the method of payment and/or currency. 1. Credit card or Debit Visa Card If you have a LAON account, your default billing information will appear at checkout. Otherwise, you can manually enter the payment details at the time you place the order. Kindly note that depending on the restrictions on your card, the transaction may be declined by the bank. We do not accept prepaid credit cards, Visa/Mastercard gift cards. 2. Paypal Simply click the PayPal option during checkout where you will be asked to log into your PayPal account. Once the order is completed, you will be redirected to the LAON site. 3. Apple Pay Simply click the Apple Pay option during checkout where you will be asked to log into your PayPal account. Once the order is completed, you will be redirected to the LAON site.
HOW ARE REFUNDS PROCESSED? Please email us at support@brandlaon.com for refund. Please note that we cannot issue a refund to a method of payment that is different from the one used to place the order. Upon receiving your returned item at our warehouse, it will take up to 10-15 business days for the returns team to process and send you a return confirmation email. 1. Credit card or Debit Visa Card: From the day the return is processed by the returns team, depending on your bank, it will take around 5-10 business days for the fund to reappear on your end. Should you have cancelled your credit card or reissued a new one, the amount will be transferred by the bank. 2. Paypal: Once a refund has been made back to your PayPal account, you will receive a notification from PayPal. It may take around 5-10 business days for you to see the fund on your bank account! 3. Apple Pay: Once a refund is processed for Apple Pay, it can take about 14 business days for the funds to appear on your end.
WILL I BE CHARGED WITH DUTIES, TAXES AND ANY OTHER FEES? DUTIES AND TAXES 1. United States and Canada: Duties are included. Taxes are applied at check-out according to the state/province of the shipping address. 2. Other international shipments: There may be duties and taxes incurred on your shipment that you will be responsible for. Please note that LAON does not have any control over these fees and we cannot advise as to what the costs will be, as they vary by country. For more information, please contact your local customs office. Keep in mind that we’re not able to reimburse you for duties and taxes paid upon delivery. FOREIGN TRANSACTION FEES - LAON does not charge any additional fees other than the total amount owed for the order. Other fees would have been applied by your bank and are not under the control of LAON. As we're based out of Canada, banks in other countries may consider us a 'foreign company' and charge additional international fees on their own. We are not able to provide a refund for any foreign transaction fees. Should you have confirmed that the charge was made on Mejuri’s end, please reach out to our customer happiness team at support@brandlaon.com with the details on the charges!
WHAT ARE YOUR RETURN POLICIES? We offer free 30-day returns for all customers in the US, and Canada. Shipping fees are non-refundable and $30 for all other countries. These return shipping fees are deducted from the refund amount. The return window starts from the day the shipment is delivered/picked up. To qualify for a return: - Items must be in their original condition without signs of wear or damage - Items returned by mail must be in all original packaging (tags, box, and pouch included)