OUR CREATIONS
Our work at Lulu Frost is steeped in tradition and often incorporates vintage parts ranging from 19th Century Victorian pieces to classic 1950’s costume jewelry finds. For this reason, many of our products feature one-of-a-kind components. Please note that any style in our shop marked with the description “vintage piece will vary” contains a vintage element. Slight variation within these styles is a result of the limited nature of our vintage pieces and is not a sign of defect. This unique aspect of each of our creations is a part of the charm inherent to our work.
The vintage patinas on many of our products are integral to our design. From time to time, we decide for aesthetic reasons to leave vintage parts as found in order to uphold their charm and age. Per customers’ requests, we are happy to replace missing stones, although not all items will ship in this condition. Our earrings are made with sterling silver or gold-filled ear wire.
If you have a specific request or concern about the vintage parts we work with, do not hesitate to contact us. We are always open to working with customers to create special pieces and on many occasions have designed jewelry using customers’ own family heirlooms. Please contact us directly at contact@lulufrost.com for such requests.
SHIPPING POLICY
Lulufrost.com ships via UPS. We offer $10 flat rate ground shipping on all domestic orders and free ground shipping on domestic orders over $300. We ship overseas as well as to Canada. We offer $25 flat rate non-expedited shipping to Canada and $50 flat rate non-expedited shipping for other international customers. For domestic or international expedited shipments, shipping rates are calculated after you have added items to your cart and have filled in your shipping preference. UPS will not deliver to P.O. Boxes.
Please note that UPS delivery quotes indicate the amount of time needed for shipping, but do not include the time needed to prepare your order. Most pieces are ready for shipping within 48 hours of ordering, but some orders require additional time in production since the majority of our work is made by hand out of our NYC studio. Business days are Monday through Friday, 9:00AM - 6:00PM EST, excluding Saturday, Sunday, and holidays.
All orders shipped overseas and to Canada are subject to the final destination country’s taxes, tariffs and duties. These charges, based on the declared value of international orders, are not included in Lulu Frost’s quoted shipping charge and are to be paid by the customer upon delivery. If the customer declines tax and tariff payment and the package is forfeited at customs, the customer will be responsible for the cost of return shipping to the US.
Our Customer Service Department is open Monday through Friday 9:00AM - 6:00PM EST. If you are having difficulty placing an order or have questions, please email us at contact@lulufrost.com or call us at 212-965-0075.
Return Policy
Lulu Frost is dedicated to creating a positive shopping experience for our customers. If you are unsatisfied with a purchase please return it to our studio address for a full refund, exchange, or store credit. For a full refund, merchandise must be postmarked within 7 days of your receipt and be in original unused condition. We do not accept returns or exchanges on any customized or sale items. The customer is responsible for all return shipping costs.
To return or exchange an item please ship your order to our studio with a copy of your receipt. Please make sure to include whether you would like a refund or an exchange for another style. We recommend that you ship with an insured courier such as UPS, Fedex, or USPS Parcel Post. Lulu Frost, Inc. is not responsible for items damaged or lost in transit.
Merchandise for return or exchange should be shipped to:
LULU FROST
Attn: Website Return
12 E. 20th St. 2nd Floor
New York, NY 10003
REPAIR POLICY
To request a repair please email contact@lulufrost.com and be sure to include your name, telephone number, and a brief description of the problem. We will respond with instructions on how to proceed.
For items purchased within the last year, repairs are free of charge. If your purchase through Lulu Frost is older than one year, you will be charged $25 for the repair. For items that need extensive work additional costs may apply which will be determined after receiving the piece at our studio. All repairs are subject to shipping charges.
For items bought through one of our many retailers, please return the damaged item to the store where it was purchased. We defer to each retailer’s return policy in this case.
