FAQ

When can I expect an order confirmation?
You will receive an email confirmation of your order once the transaction has been successfully processed at checkout. Be sure to double check the email entered when placing the order. If the notification hasn’t made it to your inbox, it can sneak into your spam folder!

Can I cancel or edit my order after it has been placed?
If you need to edit or cancel your order, please contact our customer service at info@liliclaspe.com. Once the shipping label has been printed, we are unable to edit, cancel or adjust orders.

I’m so excited for my order! When will it ship?
We strive to fulfill orders within 3 Business Days (Monday - Friday)

You will receive a tracking confirmation once the shipping label has been printed. Please allow 1 to 2 business days for tracking updates as our team packs your order and hands it off to our UPS pick-up.

Please note that processing times may be delayed during high volume periods such as online sales, restocks and during the holidays. Customers will be notified if processing times are longer than 5 business days.

Do you offer expedited shipping?
We do! UPS 2 Day (2 Business Days) and Next Day Air are offered as shipping options at checkout. While we aim to prioritize expedited orders, the standard time for order fulfillment may apply during high volume periods.

Where do you ship from?
All orders are shipped from our office in Los Angeles, CA!

Can I request gift wrapping?
We don’t offer speciality gift wrapping, but every item is packaged in either a signature Lili Claspe burlap bag or jewelry box. The invoice included in the order will always have the pricing omitted and acts as a gift receipt!

What if I’m missing items in my order, received a damaged item, or received the wrong item?
It’s rare, but we’re human and mistakes can happen! If an item is missing from your order, arrived damaged, or you received the wrong item, please contact our customer service (info@liliclaspe.com) with a photo of the packing slip and items included in the package within the first 3 days from delivery confirmation.

UPS has marked my package as delivered, but I haven’t received it yet! What should I do?
In the unfortunate event that your package has not been received after delivery confirmation, please contact UPS to initiate a claim. This will prompt them to investigate the delivery and locate your package. Should they conclude that your package is lost, please send the claim status to info@liliclaspe.com where we will assist with a resolution.

*All claims must be processed within a week of the delivery confirmation.

Lili Claspe is not responsible for packages lost in transit, misdelivered, or stolen with a confirmed delivery notification to the shipping address.

How do I return or exchange my item?

Returns and exchanges are valid within 30 days from the ship date. Please visit our Returns Page to either return or exchange items in your order. You will be guided through the process and issued a return label to send your item(s) back. Returns for refund are subject to a $10 return handling fee. 

Do you ship worldwide?
Yes! Lili Claspe ships to countries supported by DHL Express.

Are taxes and duties due on my order?
International orders are subject to taxes and duties depending on the destination country. These taxes and duties are levied by the destination country, not Lili Claspe.

Can you tell me how much I will owe in taxes and duties?
Estimated taxes and duties are generated in your shipping total at checkout. You have an option to pay at the time of purchase, or upon DHL delivery.

*This is an estimated cost and the total taxes & duties due may be subject to change per regulations.

Can I return or exchange my international order?
International purchases can be returned within 30 days from the ship date. For steps on how to return your item(s) please visit our Returns Page.

What is costume jewelry?
Costume jewelry is made with plated base metals and simulated stones. In contrast, fine jewelry is made from precious metals and genuine gemstones. Lili Claspe uses base metals with both simulated and natural stones.

What is the difference between gold filled and gold plated jewelry?
Gold filled jewelry is made by joining the gold and core metal (in most cases, brass) together by using pressure and heat. They contain a higher concentration of gold and are a great option for those who have a sensitivity to nickel.

Gold plated jewelry contains a metal base with a top layer of gold plating. Our gold plated items contain 1.5 microns of 14kt gold.

Does your jewelry contain nickel?
All costume jewelry that receives plating has to have some nickel in it to allow the plating to adhere to the metal. We’re sticklers on nickel use, so our factory uses the bare minimum required with a generous micron of gold plating!

*If you have a nickel allergy, it’s best to steer clear of gold plated jewelry. Our rhodium plated, gold filled, and solid gold items are great alternatives!

How can I best care for my LC jewelry?
When it comes to costume jewelry, the longevity of your item depends on care. We recommend removing your jewelry before showering, working out, or sleeping. If you get your LC pieces wet, it’s best to pat them dry before storing or wearing them again.

Why does tarnish occur?
Tarnish can occur if costume jewelry has been regularly exposed to moisture, lotion, soaps, and even our natural skin oils!

Do you offer repairs or replacements?
Accidents happen! We’re always happy to look into repair or replacement options for qualifying products. Please email us at info@liliclaspe.com with your name, order number, and photos/details. This will allow us to assist with next steps and notify you of any fees prior to sending your item in.

Can I return items purchased on sale?
Items purchased on sale cannot be returned.

An item I ordered went on sale right after my purchase, can I get the sale price?
We honor sale pricing for qualifying orders placed within 24 hours of a sale being active!