FAQ

Once a shipment leaves my studio, it is completely out of our control and the responsibility of the postal service. If you order shows as delivered but you did not receive it, you will need to contact the postal service or your mail carrier. Every shipment gets scanned during transport, so if it says it was delivered, that is all the information we have to go on as well. We are no longer refunding or reshipping packages that show delivered. If you are concerned about this, please upgrade to Priority Mail, since that method includes insurance.

If you upgrade to Priority Mail, your are upgrading shipping, not the processing time. All orders are processed in the order in which they were received. If you select Priority shipping, your order will NOT ship the same day you place your order, but we will get it out as quickly as possible. If you need your order on a specific date, please leave as a note during check out and we will do our best to accommodate you or contact you. Please keep in mind that during busy times (like holidays) even Priority may take a bit longer to arrive then expected.

If you do not love your piece, please contact me within 7 days of receiving the item and I will refund your cost (not including shipping) or exchange for another piece. You are responsible for return shipping costs unless I make a mistake on your order. Returned items must be in original condition and packaging (that includes the box).

If any items are damaged during transport, please contact me with a picture.

Any items that are returned to me due to wrong address / refusal or being un-deliverable, will receive a refund minus shipping cost and any additional fees I might had to pay to receive it back.

I am not accepting any returns on pieces that have been used, broken or tarnished due to improper handling.

If you would like to change the pieces whether it be the stain, paint, cord, dimension, style or hooks, please contact our shop.

Please allow me extra time for custom pieces.

Reserved order will only be held for 24 hours.

Have a piece in mind and can tell from my shop that we can make it, message us with your ideas, photos and measurements. If not an LA local, large items will require a higher payment for your item to be sent in a shipping container.

Absolutely. Our shop started as a local pickup business and we continue to sell at West Elm Pop-ups in Costa Mesa, LA Flea Markets and more. You can place an order and if you don't want it shipped, we can arrange to meet at one of our events or our Pasadena Pickup location.

Keep up with us on Instagram @BijouxLuandCo for weekly event updates!

All of our items are sealed for indoor protection. If you are interested in displaying outdoors, make sure to message us so that we can further prepare to withstand the outdoors.

All orders come in their own box. I do not include receipts, so if you are shipping it to someone directly, leave me a note during check out with the wording for a note to the recipient and the occasion.