FAQs – The A’s to Your Q’s

Q Where are you from?

A | Hello! We are a proud Indonesian company, conceived and based in North Sumatra…in Medan to be exact. Check out how we make your jewelry!

Q How to order?

A | At LOULOUROSE, we make customization as detailed and as easy as possible so follow the steps and review the order before you “ADD TO CART”. It will appear on your shopping cart icon at the top right of the page. Please ensure that all information is correct before confirming your purchase. Once you are ready, you create an account with us to collect points and proceed to check out. If you choose to pay with Bank Transfer, remember to confirm payment here!

Q What materials do you use in your jewelry?

A | For silver we use Rhodium-Plated 925 Sterling Silver, with optional 16.8k yellow gold dip or 14k rose gold dip (now with our special anti-tarnish formula!). We use Cubic Zirconia for certain jewelry. For personalized jewelry, we also use stainless steel chains following a huge request by our customers as stainless steel chains are more sweat and rust resistant compared to silver. We also provide real gold custom orders in 18k White Gold and 16.8k Yellow Gold. Talk to us for more details! All materials are of the highest quality.

Q How do I know my size?

A | Check out our super comprehensive and easy to follow size guide here!

* Jewelry size chart is strictly for reference only

Q How long does it take for made to order items?

A | Our made to order products require a standard waiting time of at least 7-10 days. However, lucky for you we now accept rush orders 🙂 With an additional fee ranging from IDR50,000 to IDR130,000 (depending on product types), your order can now be made and dispatched within 2 working days!

Q What mode of payments do you accept?

A | We accept direct bank transfers to our BCA account from all major banks in Indonesia, and credit card payments via Midtrans in IDR and also manual Paypal payment (by request). If you choose to make payment via bank transfer, please make sure to confirm your payment here and we will process your order. Please note that your orders will be cancelled automatically if payments are not made within 24 hours.

Q How do you ship my package?

A | For domestic shipments within Indonesia, we use JNE REG (Regular Service) 2-3 days and JNE YES (Yakin Esok Sampai) 1-2 days. International shipments are forwarded with EMS via Pos Indonesia. For now we ship to Malaysia, Singapore, Thailand, Vietnam, Cambodia, Hong Kong, China, Australia, India, Taiwan and USA. For countries that are not listed, we charge a flat rate of IDR 500,000. Tracking information will be provided once we have processed your order. It is the responsibility of the customer to provide relevant details for LOULOUROSE to process the order. Please double check all information.

Q I’m from Medan too, can I just pick up my package?

A | We’re sorry, we don’t provide pick up services right now. But the local courier service charges only IDR 22.000 (within Medan city area) and you can be assured your package will be swiftly delivered to your doorstep on the same day!

Q How long does delivery take?

A | Once processed, readystock items shipped to you within the next working day after payment confirmation. Made to order items will require at least 7-10 working days. If you purchase a readystock and a made to order item, your package will be shipped together with the made to order item. Please note that we do not ship on Sundays or national holidays, therefore orders made on those days will be delivered on the following business day.

Q How can I track my order?

A | You can view order status by clicking Track Order.

Q How to contact LOULOUROSE?

A | If you are a customer and have any inquiries about your order or require any assistance, please direct your email to sales@loulourose.co. We will tend to you as soon as possible. You may also choose to reach us our customer service via Messenger by clicking the button “Chat With Us” at the bottom of the page or via our Line: @loulourose. To expedite the process, please remember to quote Order ID (which can be found in your order confirmation email).

To use our content including logos, photographs, graphics, videos on this web store for editorial purposes, please send an email to hello@loulourose.co.

For collaboration opportunities, business development, marketing and media related matters, please contact us at hello@loulourose.co

We also love working with bloggers and influencers, if you feel the same way please write to hello@loulourose.co

If you are a writer, photographer, cinematographer, graphic designer or illustrator and would love to work or collaborate with us, that’s great!  Check out this page for all the details 🙂

Q How to return a product?

A | Please understand that since all LOULOUROSE.CO Bijoux (jewelry) are handcrafted and not mass produced, slight variations from the product photographs is not considered a flaw and therefore is not a reason for refund or exchange.

If you have received a wrong or faulty item that has been an error on our part, please contact us immediately along with a snapshot of the item and the order ID to sales@loulourose.co, via Messenger by clicking the button “Chat With Us” or Line: @loulourose within 24 hours and we’ll fix this as soon as possible! Make sure to mail it back along with the certificate of authentication, canvas pouch and box. We do not provide returns for items that have been incorrectly ordered or items that have been shipped incorrectly to the address provided. We do not provide size exchanges. We cannot provide returns for earrings due to hygiene purposes. We do not provide cash refunds for returns, only credits and exchanges. All sale items are final. All sale items are non-changeable and non-refundable.

Q How do I care for my jewelry?

A | We carry a range of cleaning products from Town Talk Polish, a renowned brand from the UK which you can shop at our webstore. To check out our super comprehensive jewelry cleaning guide with tried and tested DIY methods, click on this link 🙂