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FAQ
MEMBERSHIP PROCEDURES PRE-ORDER INFORMATION
Q: Is it mandatory to be a member to shop on our website?
A: You do not need to be a member, if you are a member, you can follow your order and be informed about our campaigns.
Q: Is it safe to shop on our website?
A: The communication between the site and the visitor on the order pages of our website is realized in 256 bit SSL standards. This communication standard is a quality that is used safely even on sites with a large number of transactions. In the transactions you will perform in a secure environment, no person, institution or organization other than you and the bank that allocates your credit card to you can access your information.
Q: Can I create my order online and pick up the product from the store?
A: The products you purchase on www.missluciajewelry.com are sent to the address you specify by insured cargo. When creating your order, you can check the 'Delivery from the store' option and pick up your order from our store.
Q: When will my order be shipped?
A: The supply time varies from product to product, and the supply time of all our products is stated on our website.
Q: Is there a price difference between products sold online and in physical stores?
A: The prices of the products may vary according to the instant exchange rate and the weight of the products. Products that are offered special campaigns and discounts in the online store are indicated with the phrase 'Special for missluciajewelry.com'.
Q: I don't know my ring size. How can I find out?
A: You can visit the relevant page to find out your ring size:
Q: I will buy a ring for a marriage proposal, what do you recommend?
A: You can choose your solitaire ring for marriage proposal among the models on our site. The model you like and that suits your budget will be the best choice for your marriage proposal. You can reach us at any stage you need by calling our WhatsApp (0546 454 02 60) support line, our live support service or our Customer Service (0850 888 60 86). Our expert customer representatives will help you with detailed information on all the issues you have in mind.
Q: Where can I see the product I like on your website?
A :When you report the Miss Lucia Jewelry product you like through customer service, we can direct the product to our store.
Q: I am purchasing more than one gift in the same order. Can I add more than one gift message?
A: Currently, we can only add one gift message. You need to place separate orders for separate gift messages.
Q: Can someone pick up my order on my behalf?
A: If you would like someone to pick up your order on your behalf, please contact our Customer Service team with your order number and the name of the person picking up your order. For security reasons, the pick-up person must present a copy of your order confirmation and valid photo ID when picking up.
Q: What should I look out for when picking up the product?
A: Open and check the packages that you think have been damaged during shipment in front of the cargo officer you have received. If there is any damage to the product, do not take delivery of the product by making a report to the cargo company.
Q: I don't know the size of the ring I want to buy from the online store. What should I do?
A: If you do not know your ring size, you can find out your ring size from the nearest jewelers. You can also find out your own ring size at home by following the steps on the link www.missluciajewelry.com To find out your ring size for free, just come to our Miss Lucia Jewelry store.
Q: Do you do custom design?
A: Yes, we make personalized designs for special design products. For detailed information, you can contact us at our store, Customer Service (0850 888 60 86), WhatsApp (0546 454 02 60) or [email protected] (Our website is produced as a completely personalized design, we also make custom designs for other products).
MEMBERSHIP PROCEDURES
Q: How can I use the 50% discount code when I become a member?
A: When you become a member of www.missluciajewelry.com, the 50% discount code will be automatically reflected in your cart. It is not valid for promotional and discounted products.
Q: I became a member but I didn't receive my 50% discount code, what should I do?
A:Your discount code should be automatically reflected in your cart during your shopping. In case the code is not received, you can send your written request to [email protected]
Q: I cannot log in to my membership, what should I do?
A: You can update your password by clicking the “Forgot Password” button on www.missluciajewelry.com.tr. If the problem persists, you can get help by contacting our Customer Service (0850 888 60 86) or WhatsApp (0546 454 02 60).
ORDER STATUS
Q: How can I track my order after creating it?
A: If you have created your order as a member, you can follow your process from the “My Account>My Orders” page after logging in to our website with your membership information. If you have created an order without being a member, we can help you via our Customer Service Line (0850 888 60 86) or WhatsApp line (0546 454 02 60).
Q: I created an order but I didn't choose a ring size. How can you help me?
A: For products that you do not specify the size, you can contact us via our Customer Service Line (0850 888 60 60 86) or WhatsApp line (0546 454 02 60) and send us your size.
Q: I created my order, will I be informed when it is shipped?
A: After the invoice of your order is created and delivered to the cargo, SMS notification will be sent to your phone number registered in the system. In addition, an e-mail will be sent to your registered e-mail address.
Q:I created my order as Bank Transfer / EFT. Which account will I pay to?
A:You can send the product amount to the IBAN number below. The production process will start after the payment is in the system. Orders without payment will be automatically canceled within 3 business days. Please enter your order number in the description section when making your payments. Click here for bank IBAN information.
Q:How can I change the billing address and delivery address when creating the order?
A:You can contact our customer service (0850 888 60 86) or WhatsApp line (0546 454 02 60) to make changes to your delivery address.
Q:I created the order, do you gift wrap it?
A:Yes, your order is carefully packaged and sent in Miss Lucia Jewelry boxes.
Q: I want to add a note to my order. How can you help me?
A:You can contact us via our customer service (0850 888 60 86) or WhatsApp line (0546 454 02 60) to add a note to your order.
Q: I chose the wrong ring size when placing my order. Can I change it before production?
A: Yes, you can change your ring size within 2 hours of creating your order. First you need to log in to your Miss Lucia Jewelry account. Once you are logged in, you can visit the “My Account” page, browse your order and make edits. If you do not have a Miss Lucia Jewelry account, you can contact us via our Customer Service (0850 888 60 86) or WhatsApp (0546 454 02 60) or send an e-mail to [email protected] with the subject line “Urgent Ring Size Change” to request a ring size change.
Q: How can I cancel my order?
A: If you have an account, you can create a cancellation request from the “My Account > My Orders” page. If you do not have an account, you can contact our customer service (0850 888 60 86) or WhatsApp line (0546 454 02 60) and submit your cancellation request.
Q: Why was my order canceled?
A: Your order may have been canceled for various reasons such as availability, payment or delivery address. Canceled orders will be refunded. Refunds are completed within 14 days, but this may vary depending on your bank provider.
AFTER ORDER
Q: My product arrived defective, how can you help?
A:Within 14 days after you receive your product, you can send it back to the invoice address with the invoice.
Q:I received the wrong product. What should I do?
A: If you experience such a situation, you can contact us via our Customer Service (0850 888 60 86) or WhatsApp (0546 454 02 60) line or [email protected]
RETURN / EXCHANGE
Q: Can I exchange/return the product in the store?
A: The return processes of the products purchased from the online store are carried out by our online store. For exchange procedures according to the products, you can find detailed information in the “Return / Exchange conditions section.
Q: I don't like the product, how can I return it?
A: If the product you want to return is not personalized (size and writing process, etc.), it can be returned within 14 days after you receive it. You can log in to “My Account>My Orders” page and create a request with the reason for your return. After the return process takes place, our expert team examines whether the return conditions are fulfilled. If there is no defect in the product, an exchange may be made within the specified period, but no refund will be made.
Q: How long does it take for my returned product to be credited to my account?
A: If the product you purchased is eligible for the right of withdrawal, your return process is completed within 1 week, although legally 14 days after your return reaches our center. Our products are checked by our expert teams and you will receive your refund amount back with the same payment method. The time for banks to reflect the refund amounts to your account may vary between 1-10 business days.
PAYMENT
Q:I am having trouble making a payment. What should I do?
A: If you encounter payment issues, we recommend that you check the following topics:
- First, make sure that your payment information is correct.
- Make sure that the card or payment method you used has not expired.
- Make sure you have enough funds in your account.
- Contact your bank to find out if your transaction has been blocked for security reasons. You can resolve your payment issues by following these steps.
Q: What is 3D Secure and how does it affect my payment?
A: 3D Secure (Verified by VISA, MasterCard Secure Code) is an additional layer of security for online credit and debit card transactions. It is designed to protect you against unauthorized use of your card. When making a payment at Miss Lucia Jewelry, you may be asked to enter a one-time password, which you will receive from your issuing bank via SMS or email or app notification. This extra step adds an additional layer of security to your online transactions and helps prevent unauthorized use of the card.
Q: What should I do if I have problems with 3D Secure during checkout?
A: If you are having problems with 3D Secure during checkout, please make sure you have registered your card for this service with your respective bank. Contact your bank for assistance in troubleshooting your card's 3D Secure issue.
Q: Why was my payment not successful even though I have enough funds?
A: Order failures can occur for a variety of reasons, including incorrect details on card number, CVV or expiration date, or restrictions on your card that cause the transaction to be declined. If your order is unsuccessful despite having sufficient funds, please consider trying an alternative card or payment method or contact our Customer Service team (0850 888 60 86) for further assistance.
Q: Can I pay with a credit card from another country?
A:Yes, in most cases you can use another country's credit card for the purchase. We only accept MasterCard and VISA from international credit cards for online orders. (American Express is not valid) However, it is important to be aware of any foreign transaction fees or currency conversion fees that may apply. Please check with your card issuing bank for details on using your credit card for international transactions. Please contact your bank to check if there are any restrictions on making international transactions.
WARRANTY / REPAIR
Q: My product has changed color, what should I do?
A: The reason for the discoloration of your product may be chemical materials (cologne, cream, soap, acetone, perfume, etc.). You should bring your product to our store with its certificate so that we can find the exact cause of the problem and reach a solution.
Q: My product's clip is defective, what should I do?
A: If you bring your product to our store with its certificate, your product will be repaired and maintained.
Q: There are dents on my product, what should I do?
A: If you bring your product to our store with its certificate, your product will be repaired and maintained.
Q: The chain of my necklace broke, what should I do?
A: If you bring your product to our store with its certificate, your product will be repaired and maintained.
Q: I lost my product certificate, what should I do?
A: You can get support on the subject by bringing the product to our store together with the invoice. You can also contact us via our WhatsApp (0546 454 02 60) support line, our live support service or by calling our Customer Service (0850 888 60 86).
Q: Instead of coming to your store for repair, my product was repaired elsewhere, what should I do? Does the warranty continue?
A: Our products are out of warranty when repaired elsewhere. If you bring the product to our store with its certificate, your product will be serviced and repaired.
Q: When my product came back from repair, there was a decrease in weight, what should I do?
A: If your product has been adjusted in size or length, it is normal to have a deficiency, and there may be slight fluctuations in the weight of the product after maintenance and polishing.
Q: I lost one earring. Can I order only one?
A: Yes, we can help you with the code of your earring in our store, through our Customer Service (0850 888 60 86), WhatsApp (0546 454 02 60) or i[email protected] The product is valued at the price of that day. Products purchased with a discount will not be discounted again.
Q: What happens if the products I bought are broken out of warranty or I don't have an invoice?
A: For further evaluation, please bring your product to our store or contact us via our Customer Service (0850 888 60 86) or WhatsApp (0546 454 02 60).
Q: What should I do if my purchase is lost or stolen?
A: Our warranty policy does not entitle you to a replacement or refund for lost or stolen products. We recommend the use of safety chains on bracelets. General wear and tear, misuse and tarnishing are not covered by the warranty policy.
CAMPAIGNS
Q: How long is the Welcome/Birthday Discount valid?
A: The birthday discount will be valid for 30 days after your birthday and can be used on any full-priced product. The code you need to take advantage of the discount will be sent to the e-mail address you used when you signed up on your birthday, which you shared among your member information.
The welcome discount will be sent to the e-mail address you used when you signed up, one month after your membership date. This discount code is valid to be used on any full-priced jewelry for one month from the date of receipt of the email.
- To take advantage of the Birthday/Welcome discount, simply enter the unique promo code on the checkout page. The discount code is valid for 30 days. It cannot be used in conjunction with any other offer or promotional code. It is not valid on discounted products.
Q: Can I use the 50% discount code on promotional products?
A: There is no 2nd discount on campaign and discounted products.
Q: How long will your campaigns continue?
A: Campaign dates vary depending on the campaign. You can follow our current campaigns on the relevant page.
