FAQ

Ordering & Shipping

I want to make a request when I place an order


Please add a comment in the ‘order comments’ box at the checkout or send an email to enquiries@loupaul.co.uk and we will do our best to meet your needs!




I live in the UK, when can I expect my order to be delivered?


If you place your order before 4pm Sunday-Friday, we will endeavour to despatch the next working day. We use Royal Mail First Class for all orders. Delivery rates and times vary and these will appear in your shopping cart. However, due to COVID-19, Royal Mail's delivery time may be longer.




Do you deliver to customers living outside the UK?


We ship worldwide, however please note that delivery rates and times vary. These will appear in your shopping cart.




How will I know my order has been placed successfully?


You will receive a confirmation email containing all the relevant details. You can also view the status of all of your orders (current and past) in your account.





Returns & Refunds

Can I exchange or return a jewellery item?


Due to the nature of our stones, there will be some slight variations in terms of colour, texture, shape and size.

We do not accept exhanges or returns due to hygiene reasons on all jewellery item(s) so please make sure you are 100% happy before making your purchase.

If your order is damaged or faulty, we will then be more than happy to organise a exchange or refund for the same jewellery item(s).​ Please check your items within 2 -3 days of receiving delivery. Any damaged or faulty jewellery item(s) must be reported to us within 3 days of accepting delivery. You must provide photograpths of the damaged or faulty jewellery item(s) when contacting us. We cannot provide exchanges or refunds for damaged or faulty jewellery item(s) after this time frame. You can return damaged or faulty jewellery item(s) for up to 14 days from the date we accept your request.

Costs associated with postage and packing is non-refundable. The jewellery item(s) remain your responsibility until they have been received by LOUPAUL. We strongly recommend you send by recorded post with proof of postage and adequate packaging is used. LOUPAUL will not accept any responsibility for any consequential loss, damage or expenses however caused. We will send your exchange or refund once we have received and inspected the jewellery item(s).

Any jewellery item(s) you return must be in the same condition you received, and in the original packaging.

Please send an email to enquiries@loupaul.co.uk to discuss your exchange or refund. We aim to process all exchanges and returned orders within 7 working days. All refunds will be credited to the original payment method. Please send an email to enquiries@loupaul.co.ukif you have any further questions regarding exchanges and refunds and we will be happy to provide more details.





Privacy Policy

How can I view your Privacy Policy?


We care about your privacy. To view our Privacy Policy, please click here.