Help & FAQ — Lucienne
Quick answers. Still stuck? WhatsApp us.
Orders & payment
Can I check the piece before I pay?
Yes. Open the box with the courier there, check the piece and its certificate, then pay. If it isn't what you ordered, hand it back and pay nothing.
Can I pay cash on delivery?
Yes, in all 27 governorates. We confirm every cash order on WhatsApp first.
Can I change or cancel my order?
Message us on WhatsApp within 2 hours of ordering.
Gold, silver & stones
Is the gold real?
Yes. Our gold pieces are 18K (750) and stamped. Silver pieces are 925 sterling silver, some with an 18K gold plating. The metal is written on every product page and on the certificate.
Are the stones natural?
Every product page says exactly what the stone is: natural emerald, lab-grown emerald, diamond, zircon or pearl. The certificate states the same.
Will silver change colour?
Silver can darken a little with time and perfume. A wipe with the polishing cloth in the box brings it back. Gold-plated silver keeps its colour longer if you keep it away from water and perfume.
Sizing
How do I find my ring size?
Wrap a thread around your finger, measure it in millimetres and check our ring size guide. Between two sizes, pick the larger one.
What if the ring doesn't fit?
We resize any ring once, free, within 30 days. Message us on WhatsApp and the courier collects it.
Shipping & exchange
How fast is delivery?
Cairo & Giza: 1 to 2 business days. Other governorates: 2 to 7. Orders before 15:00 ship the same day.
How is my piece packed?
In our gift box with a polishing cloth and the certificate, inside a sealed shipping box. Shipping is insured.
Can I exchange or return?
Yes, within 14 days, unworn and with its certificate and box. Engraved and custom pieces can't be returned.