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Frequently Asked Questions

General FAQs

How can I track my package?

When your order ships you will receive a confirmation email with a link to your tracking number. Orders usually ship within 24-48 hours. Please keep in mind that the USPS tracking can also take up to 48 hours to update. If you have not received a confirmation email, please email us at and we will assist you.

Package tracking shows delivered but was not received. What should I do?

We’re here to help! If your package has not arrived within 24 hours of your delivery confirmation, please reach out to us at and we will assist you.

Note for holiday seasons: If your package is marked as delivered but you have not received it, we suggest allowing it an additional 24-48 hours to see if the package will arrive to account for the busy time of year and possible shipping delays. We thank you for your patience!

I provided the incorrect shipping/email address while checking out, how can I fix this issue?

These things happen! Unfortunately, we won't be able to recover your order once it has been shipped out. Please send us an email atinfo@lulusbodyjewelry.comwith your order number and the correct address and we will get that information updated for you. Customers are responsible for shipping payment if items are returned back to us from United States Postal Services (USPS). Once reshipping costs have been paid, the order will be reshipped as soon as possible!

Why was my package returned to Lulu's?

Don’t worry! If your package was declined, not picked up, or any fees have not been paid, USPS will return the package back to us. We will contact you via email, the same day of receiving your package. 

Customers have a 48 hour window to contact us back regarding orders. If this time frame has passed, products are no longer eligible for refunds.

If we have not contacted you regarding your package being sent back to us, this means that we have not yet received anything. 

Customers are responsible for repaying any shipment costs for returned orders. If customers choose to refund items, note that all shipping costs are ineligible for refunds.

How can I contact customer support?

We’re here to lend an ear! Please email us with your questions or concerns at

Be sure to attach your name, order number and a picture of your item(s) within your email. 

Please note that we are closed for all major US holidays as well as weekends. 

We will try our best to get back to you with 24-48 hours. All orders will be processed once we resume our operating hours.

My card was charged but I didn’t receive an order confirmation.

You should automatically receive your order conformation upon successful transaction. If you did not receive a confirmation number after checkout via phone or email, then an order was not properly placed in our system, or your order never went through. Please contact us and we will help you with your order!

A transaction may appear as a pending charge (pre-authorization) for 7-10 business days before your bank or card provider verifies that the amount did not go through on our end. Once verified, they will remove that charge and credit the amount back to your account.

Can I cancel/edit my order?

If you would like to cancel/edit your order please visit the order page found in your original confirmation email or visit:, where you may also view your order status, cancel, edit, or reorder from the menu options. If your order has already been processed, unfortunately you will no longer be able to cancel/edit your order.

Can I purchase jewelry online and come in to get a piercing?

Because the jewelry sizes sold on our website are not designed for initial piercings, they are not safe for a brand new piercing. For safety purposes, we only use specific piercing sizes at our studio location.

Although, if you choose to visit the Lulu Ave studio for a jewelry change, we can service this. You will need to bring the jewelry in its original form of package, unopened along with the packaging slip included with the order.

Can gift cards be used in store and online?

Gift cards purchased online can only be applied toward online purchases. They cannot be used in stores. 

All giftcard sales are final and cannot be returned or reimbursed.

What can I do if I forgot to apply my discount code and it did not go through?

If you have forgotten to input your discount code prior to checking out, please contact us via email at within the hour of placing your order, and we will help! 

Please note that your discount code cannot be added once your order has been processed and shipped. 

Discount codes cannot be used in conjunction with any other discount codes. An order must be placed during the active sale period for it to be eligible for the sale price. Lulu’s has a right to hold or cancel orders that have used more than one discount code. 

Please keep in mind that our discount codes have expiration dates.

Why was my order canceled and I received a refund for my purchase?

There are several reasons why your order may have been canceled. 

The item(s) you have purchased may be sold out or discontinued. 

We are unable to verify your billing information and/or your shipping address. 

If your order is canceled for any of these reasons, you will receive an email confirming your order cancellation. The full amount of the order will be refunded back to the original form of payment used. 

Depending on your bank, refunds can take up 10-12 business days for the amount to post on your account.

Jewelry FAQs

Are your earrings sold as singles or pairs?

Our piercing jewelry is sold as single pieces. To order a pair, please add two of the items to your cart. 

Our fashion earrings are sold as pairs ( with the exception of ear cuffs).

Please be sure to check the product descriptions for ‘Single’ vs ‘Pair’.

How do I determine what size is right for me?

We suggest scheduling an appointment with our specialists to ensure the perfect fit for you. Our team can assist you in determining the correct size based on your unique anatomy, ensuring you’re comfortable and confident in your new look. 

If you can’t visit our location, we always suggest booking an appointment with a piercing studio near you to confirm your specific size.

What is the difference between piercing and fashion jewelry?

Piercing jewelry and fashion jewelry are distinct in terms of their design and materials. Piercing jewelry is specifically crafted for safety to promote healing in newly pierced areas.

What is your piercing jewelry made of?

All of our piercing jewelry is crafted from high-quality, implant-grade materials, including titanium and solid 14K gold.

Is your piercing jewelry safe for sensitive ears?

All our piercing jewelry is made of 14k gold or high-quality, implant-grade titanium. These are considered to be safe materials for most people with sensitive skin.

Does your fashion jewelry tarnish over time?

While our fashion jewelry is built to last, it is not indestructible. The finish of the jewelry can be affected by exposure to body oils, water, and chemicals found in beauty and skincare products. The degree of color changes and wear may vary among individuals. For more information visit our jewelry guide.

Piercing FAQs

Do I need to book an appointment?

Appointments are always preferred for piercings, but walk-ins are welcome depending on availability. You can book your appointment here.

Do you pierce with a needle or a gun?

Share details about your shipping policies, item returns, or customer service.

How many piercings can I get in one session?

We suggest a maximum of four piercings per session, but this may vary depending on the location of the piercings and your individual anatomy. The number of piercings per session is subject to the recommendation of your piercer.

Can I be pierced if I am under 18?

Yes, but clients who are under 18 must be accompanied by a parent or guardian and both must bring valid IDs. If the parent/guardian and child have different surnames, we require further identification to confirm guardianship i.e. a birth certificate. Please see the appointments page here for more information and for all our acceptable forms of identification.

Can I be pierced with my own jewelry?

For sterilization reasons, we only pierce with jewelry from our studio. However, if you have Lulus jewelry, you may consult with a piercer to see if it can be used for a new piercing, but it would require additional time for sterilization. Please note, jewelry is not included in the cost of the piercing.