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Frequently Asked Questions

Please take a look at the sections below to find the answers you’re looking for. If you can’t find what you’re looking for or have additional questions, please don’t hesitate to contact us. We’re always here to help!

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Last updated: August 2024

1. Ordering Questions
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2. Payement  Questions
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3. Product & Care  Questions
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4. Shipping & Delivery Questions
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5. Retrun & Exchange Questions
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6. Contact Questions

1. Ordering Questions

Where can I purchase your products?

Currently, our official website is the only authentic platform where you can purchase LeGleam products. Shopping directly with us ensures you receive genuine, high-quality pieces with the best customer service.

When will my order be processed?

We are committed to delivering your order promptly and securely. Once you’ve placed your order, we begin processing it right away. Orders are typically processed within 24-48 hours (excluding weekends and holidays) after you receive your order confirmation. You will receive another notification once your order has shipped.

Why didn’t I receive an order confirmation?

Generally, once you’ve placed and paid for an order, a confirmation email is sent to the email address you provided during checkout. This email includes all your order details. Sometimes, confirmation emails may end up in your spam or promotions folder due to your email inbox filters. Please check these folders for your order confirmation.

 

If you still cannot locate your order confirmation email, our support team can assist you in ensuring that your order has been safely submitted and is underway. If you need any further assistance, please feel free to contact us.

Can I make changes to my order?

Unfortunately, we cannot make any changes to an order once it has been paid due to system limitations. However, if your order has not yet been fulfilled or shipped, we can assist with canceling it. Once canceled, you can place a new order with the updated changes. Please contact us right away if you need to cancel your original order. Kindly note that once an order has been processed and shipped, it cannot be canceled.

Can I change my shipping address?

Yes, you can, but only if your order has not yet been fulfilled. Please contact us as soon as possible if you need to update your address before shipment.

 

Once your order has been fulfilled and shipped, we cannot change the shipping address. In this case, we are not liable if the item does not reach you. If your package has already been fulfilled, the shipping carrier may be able to change the address. You will need to contact the carrier directly for assistance.

 

If your item is returned to us due to an incorrect address, we will reach out to you to discuss the next steps.

Do I need to be logged into my account to check out?

No, you do not need to be logged into your account to check out. You can complete your purchase as a guest.

Do you have a physical store?

Currently, we do not have a physical store. However, we stand behind our products with confidence, and we believe you will too once you've experienced any piece of ours. We offer free shipping on all orders over $70, free 30-day returns for defective items, and dedicated customer service to ensure your experience with us is completely risk-free.

2. Payment Questions

What payment methods do you accept?a

We accept a variety of payment methods, including PayPal and major credit cards (Visa, MasterCard, American Express, and Discover).

Is my payment information secure?

Yes, we take the security of our customers' payment information very seriously. All transactions are processed securely, and we use industry-standard encryption technology to protect your information.

3. Product & Care Questions

Why do you have limited quantities for certain products?

Our items are handmade, which means we can only create a limited number at any given time. If an item sells out before you can purchase it, you’ll need to wait for a restock. Product availability is always on a first-come, first-served basis.

 

To give yourself the best chance of securing a restock, sign up for our email list to receive a reminder. You’ll be among the first to know when it’s available again!

How do I measure my bracelet size?

We list all bracelet sizes on each product page (the length does not include the interlocking part of the clasp). Most of our designs include extension chains to accommodate different wrist sizes. However, it’s best to measure your wrist first and select the size that fits you best. Below are the suggested steps to determine your bracelet size:

  • Wrap a piece of string around your wrist.
  • Ensure you have enough slack so the bracelet can move freely around your wrist.
  • Pinch the spot where the string overlaps and remove it from your wrist.
  • While still pinching the spot, lay the string on a flat surface. Use a pen to mark the spot on the string.
  • Measure the length from the end of the string to the mark in centimeters. This is your bracelet size.

If you’re between sizes, it’s always best to size up rather than down.

How do I measure my necklace size?

Follow the same steps as measuring your bracelet size, but wrap the string around your neck where you would like the necklace to sit. This will give you an idea of how a particular necklace length will look on you.

How do I measure my ring/finger size?

It’s easy too! Please check our instructions [here].

What is the material of this product?

The material for each product is listed on the product page under the "Details" section. You can also find more information about our general materials [here]. If you have further questions about the material, please don't hesitate to contact us.

How do I care for my jewelry?

Each piece of our jewelry is made with love to be treasured by you. We trust in the quality of our materials and craftsmanship, and with proper care, your jewelry will maintain its brilliance. For detailed jewelry care guidelines, including tips on how to wear, store, and clean your pieces, as well as specific care instructions by material, please check our guide [here]. This will help you enjoy your jewelry for many years to come.

4. Shipping & Delivery Questions

How do I track my order?

You will receive an email update once your order ships. Your order confirmation page will also update with tracking information as your package progresses. Additionally, you can track your order using our easy online tool [here] or by checking directly on the carrier's website. If you need any assistance with order tracking, please feel free to contact us. We're always here to help.

Where do you ship to?

We ship worldwide. Our product delivery is available to global customers, including but not limited to the following countries and regions:

 

United States, Canada, Australia, New Zealand, United Kingdom, Germany, France, Italy, Spain, Sweden, Saudi Arabia, United Arab Emirates, Brazil, Argentina, Singapore, Malaysia, Thailand, Philippines, Japan, Indonesia, Hong Kong, Macau, and more.

 

If you cannot find your country or region at checkout, please feel free to contact us, and we’ll help make it right!

How long does shipping take?

Shipping time varies depending on your location and the shipping method you choose. Generally, it is approximately:

  • 3-5 working days for the US, Europe, and Asia
  • 6-10 working days for Canada
  • 8-10 working days for Australia and New Zealand
  • 7-12 working days for Middle Eastern countries

This estimated timeframe may vary slightly due to factors such as peak holiday seasons or unexpected delays by logistics carriers. Rest assured, we will continuously monitor your package once it's shipped and promptly notify you of any updates or changes regarding its status to ensure a smooth delivery experience for every order.

Do you offer free shipping?

Yes, we offer FREE standard shipping on orders over $70 to all our global customers. Packages are processed by local logistics carriers to ensure smooth delivery and typically arrive within a few working days.

What’s the shipping cost for orders below $70?

For orders below $70, shipping fees apply and vary based on the shipping method you choose (standard/economy or express). Detailed shipping fee information will be displayed during checkout, allowing you to select the option that best suits your needs.

Do you ship to P.O. boxes?

Yes, we do ship to P.O. boxes. However, please note that some carriers have restrictions or longer delivery times for P.O. box addresses. To ensure a smooth delivery, please provide your complete and accurate shipping address, including your P.O. box number. If you have any concerns or if your order is time-sensitive, we recommend considering an alternative address where possible, or contacting our customer service team for further assistance.

What if my item was damaged when it arrived?

We complete quality checks for every item before it is packaged and shipped to our customers. However, on occasion, events can happen during shipping that are out of our control and we're sincerely sorry for any inconvenience this may cause.

 

But please don't worry; we offer a free 30-day return and exchange guarantee for defective or quality-issue items. If you encounter this situation, feel free to contact us, and we will help you find a satisfying solution.

I received the wrong item; what should I do?

Although very rare, mistakes can happen, and we sincerely apologize if this is the case. Please contact us right away, and our support team will ensure you receive the correct product.

What if my order is marked as delivered, but it's not here?

In most cases, if your package is marked as delivered but hasn't arrived, it may be delivered the next day. It’s also possible that the package was left in a nearby safe place, such as with a neighbor, or held at a postal office for pickup.

 

We kindly suggest waiting at least 24 hours from the time your package is marked as delivered before contacting us, to account for any temporary delays or misunderstandings. If 24 hours have passed and you still have not received your package, please contact us right away.

 

We will investigate your case, and a replacement may be offered based on the results of our investigation.

 

Please Note: We do not offer refunds for orders confirmed as delivered by carrier tracking information. LeGleam cannot be held liable for lost orders resulting from incorrect shipping addresses provided at checkout. Orders lost due to customer error will not be eligible for replacement or reshipment.

5. Return & Exchange Questions

What is your return and exchange policy?

Thank you so much for shopping at LeGleam! We truly appreciate your support and want you to be satisfied with your purchase. We offer a 30-day free return or exchange policy for our global customers for items with quality issues, starting from the day you receive your order.

 

To start a return or exchange, please visit our Returns & Exchange page and follow the instructions.

What do quality issues include?

  • Defective items
  • Damaged items
  • Items received that differ from what was ordered

If you find that the item you received has any of these quality issues, please contact us to initiate a return, refund, or exchange according to your preference.

What items are non-refundable or non-exchangeable?

Items that do not qualify under our quality issues criteria include:

  • All non-quality issue jewelry/accessories (due to hygiene reasons, as they are worn close to the body)
  • Items damaged due to customer mishandling
  • Items without original tags or packaging
  • Customized or personalized items
  • Gift cards (if applicable)

If you have additional questions or need further support, please contact us.

How to request a return or exchange?

To initiate a return or exchange, please follow these steps:

  1. Contact our customer support within 30 days of receiving your order if there are any quality issues.
  2. Provide your order number and details about the issue.
  3. Our customer support team will guide you through the return/exchange process and, if applicable, provide a return shipping label. We cover return shipping fees for valid orders.

What should I do next after receiving the approved return shipping label?

  1. Download and print the return label.
  2. Pack all returned items, including a printed copy of your purchase confirmation email, and attach the label to a box. You may use the original box or any other suitable box.
  3. Take the package to an authorized drop-off location and ship it.
  4. Notify us with the return shipping tracking number so we can monitor the progress.

What are the requirements for returning an item?

  • Ensure items are in their original condition without signs of wear.
  • Items must be returned with all original packaging, including tags, box, and pouch.
  • Sets must be returned as complete; individual items cannot be returned for a refund, store credit, or exchange.
  • For items with SCS certification, the certification must be included.

How long will a refund or exchange take to process?

This will depend on your original destination. All returns are shipped back to our warehouse.

Your return package must be received at our warehouse first. Once the contents are verified and approved:

  1. We will notify you and arrange shipping for exchanged items if applicable, based on our prior communication.
  2. If you opt for a refund, we will initiate the process promptly, usually within 1 business day. You will receive an email notification. Refunds will be processed to your original payment method and posted within a timeframe depending on your payment method.

6. Contact Questions

How can I contact customer service?

You can reach our customer service team by emailing [support@legleam.com], messaging us via the online chat, or contacting us through our official social media channels (Instagram, Pinterest, YouTube).

What are your business hours?

Our business hours are Monday through Friday, from 8:00 AM to 9:00 PM EST, and Saturday to Sunday, from 9:00 AM to 5:00 PM EST.

How can I provide feedback?

We welcome and value your feedback! You can leave us a message through our contact page on our website, or email us at [support@legleam.com].