FAQ

Order Status

  • HOW DO I KNOW MY ORDER HAS SHIPPED?

    We process orders in the order they are received, with Express shipping methods receiving priority. We always try to ship orders within 1-2 business days. However, depending on how busy we are, this is not always possible. Please note that our office is closed on the weekends and we do not process any orders on Saturday or Sunday. Once your order is shipped you will receive a shipping confirmation email.
  • HOW DO I TRACK MY ORDER?

    Click the "My Account" link at the top right hand side of our site to login and track your order. You will also receive a confirmation email with details about how to find your tracking number (if applicable) and where you can track your item. Please allow up to 48 hours to receive the tracking number after placing your order. 
  • Please Note: For standard orders tracking numbers are not provided to customers and items are delivered using Sweden's Domestic or International Standard delivery service. If you would like a tracking number regardless, please opt in to purchase the EXPRESS delivery service at the checkout page.
  • MY ORDER NEVER ARRIVED.

    Click the "My Account" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. It is also advised to check with neighbors. If your packages each show a status of "delivered", please contact us for assistance.
  • MY ORDER IS MISSING AN ITEM.

    Click the "My Account" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If your packages each show a status of "delivered", please contact us for assistance at info@talulahlee.com. You can also call us on +46 (0)706 000 712.
  • WHEN WILL MY BACKORDER/PREORDER ARRIVE?

    Backordered items are those which are preordered. You should have received a relative time frame as to when your backordered item will ship. Sometimes items can take longer so please be patient. If you are still waiting for your backorder a week after your given timeframe please contact us for an update. 

My Account

  • Why do you require my phone number to create an account?

    Your phone number is required on your account for delivery reasons only. In case any shipping problem arises and your item cannot be delivered (for example you are not home when your package is delivered), your local shipping carrier may need to contact you to arrange redelivery of your item or notify you where to pick it up.
  • How do I create an account?

    1. Click the "My Account" link at the top right side of our site.
    2. Enter your details including your name, email address and password.
    3. Select "Submit". Then simply follow the prompts to complete setting up your account. Your information is NEVER sold to any other company and is kept completely private.
  • How do I edit my account information?

    After logging into your account, click the "My Account" link at the top right hand side of our site. You will then be redirected to your Account Dashboard where you can edit your account information.
  • I forgot my password.

    Click the "My Account" link at the top right hand side of our site. Under the login box you'll see a link that says "Forgot your password? Click here". That link will send an email to you with your password.

Shipping and Returns

  • What are my Shipping Options?

    When you add your item(s) to your cart you will be able to view your shipping options. The shipping options are:
    1. STANDARD SHIPPING (WORLDWIDE) - Standard Shipping via Sweden Posten available worldwide. In general delivery is 3 - 15 days to most locations (unless you are based in Sweden, in which case shipping is 1-3 days). However, this is no guarantee. Items could take up to 4 weeks if they are held at customs or around the holiday season.
    2. EXPEDITED SHIPPING (WORLDWIDE) - This is first class shipping service above standard available worldwide. Items generally are a few days quicker and you will receive a tracking number for which to trace the package online. We recommend you choose this service for shipping.
    3. OVERNIGHT SHIPPING (WITHIN SWEDEN ONLY) - Available to customers in Sweden who place their order before 12 noon the day before. If the order is made after 12 noon, the items will be shipped the following day for delivery within 2 business days.
    Please note: The shipping rate does not include any customs, import duties or taxes that may or may not be incurred when the package reaches your destination country. Please note that we do not refund any customs, import duties or taxes on any orders, returns or exchanges.
  • Do you ship outside of Sweden?

    We are happy to ship your international order using Sweden's International Postal Service. In fact we ship all the time all over the world! When you add your item(s) to your cart you will be able to estimate your shipping and tax using the "Shiping and Tax Module". Please note: The shipping rate does not include any customs, import duties or taxes that may or may not be incurred when the package reaches your destination country. Please note that we do not refund any customs, import duties or taxes on any orders, returns or exchanges.
  • How much is my shipping?

    For all orders you will be offered the standard shipping rate and have the option to choose Priority shipping with tracking (Recommended). Shipping is automatically calculated prior to submitting your payment information so you will be able to see the total amount including any shipping costs and applicable tax at the Checkout Page.
  • What is your return policy?

    At Talulah Lee we want you to love your order! If you are not completely satisfied with your order we can offer either a refund or exchange providing that goods are returned to us within 14 days of the receiving date. As part of our policy we ask is that you return the jewellery unworn and in the condition in which it was received. Items that are returned in an unsaleable condition (or returned after the permitted 14-day return timescale) will not be accepted and will be returned to the customer. 
  • Please ensure that when returning an item that the package is wrapped securely and the item is with its original box. For your protection we recommend that you use a recorded delivery service. Please enclose your name, address, order ID number and reason for return/exchange with your returned products and send it to: Talulah Lee, Gransäng 7, 571 94, Nässjö, Sweden
  • We aim to handle your return within seven working days of receiving the goods and your refund will be placed back on your original method of payment. If the goods are being returned because they were incorrectly supplied, then we will also refund the postage and packaging costs. However, we do not refund postage and packaging costs. 
  • Due to EU law and strict hygenic reasons we will not be able to accept the return of earrings.

Orders and Payment

  • What payment methods do you accept?

    We accept Master Card, Visa, and American Express Credit and Debit Cards. All card payments are processed through Stripe (www.stripe.com) and are fully PCI Compliant. If you are within Sweden or the EU you can also choose to pay via Bank Transfer. Customers within Sweden can also pay by SWISH.

    As an additional payment option you can also choose to pay with Paypal. To pay with Paypal simply select the yellow button on your shopping cart page that says "CHECKOUT WITH PAYPAL". After logging in and making your payment on Paypal you will be redirected back to talulahlee.com to confirm your order.

  • When will my order ship and what are my shipping charges?

    Shipping is automatically calculated prior to submitting your payment information. Simply add items to your cart and proceed to the Checkout page where you can estimate your Shipping Method and view shipping options. We will ship your order within 1-2 business days after we receive payment from you. Once shipped, you will receive an email with further details about your order.

Guarantees

  • "LOVE IT" Guarantee

    It is our commitment to provide you with our "LOVE IT" or return it policy. We want our customers to be 100% satisfied and if its a gift we want you or your recipient to love their jewellery item. If you are not satisfied please get in touch and we'll do everything we can to make it right.
  • Privacy Policy

    We value your privacy. Please view our Privacy Policy for complete details on how we use the information we collect.
  • Security

    This website is protected with SSL (secure socket layer) encryption, the highest standard in Internet security. For more information on the security of our site please view our Security Section within our Terms and Conditions.

Pricing and Billing

  • Do I have to pay sales tax?

    All prices in the order confirmation include applicable sales tax (VAT, MOMS) and all other applicable taxes. Please note: Customers who order products from countries outside Sweden may also be required to pay customs duties. Customs duties are not included in the price and all additional taxes and import duty fees may be payable by the Customer to customs or similar authority in the country to which product / products are finally delivered. Talulah Lee is not responsible nor has any control on these fees. In 99% of all deliveries outside the EU we have found that customers do not get charged any additional import fees.
  • I have a question on my charges.

    Click the "My Account" link at the top right hand side of our site to review your orders. You may compare your order history on our website, with your financial records. If you have further questions or concerns, please contact customer service for further assistance.
  • I need a copy of my receipt/invoice.

    Click the "My Account" link at the top right hand side of our site to print order details.
  • When will my credit appear on my account?

    Credits usually take 3-5 business days from the time we receive your item(s).

Buyer's Guide

  • Can I get my item gift wrapped?

    Yes we are happy to gift wrap your item. You can even add a special gift message directly in your order checkout. If you have any other special request let us know and we will try to accomodate your request.
  • How can I change the currency on your site?

    All prices are listed by default in Swedish Kronor (SEK). However there is an easy to use currency selector that has been built into the top menu of the site homepage that allows you to convert the prices into your chosen currency. You can at any time select the currency you would like to display for all items within the store. Please note: The conversion rate varies from day to day with the current exchange rate and many banks also charge a small currency conversion fee. The final charge to your card is made in SEK and the ultimate conversion rate is determined by your bank or credit provider.
  • How do I buy/redeem a gift certificate?

    To purchase a gift certificate for someone, please contact us.
  • How do I use a coupon code?

    After adding items to your cart, click the "View Cart" link at the top of this site to view your cart. At the bottom of the shopping cart you'll see a box where you may enter your coupon code.

Additional Support

  • Do you offer multi-quantity discounts?

    Multi Quantity Discounts are available when you order 10 or more items and your order is over $500USD/3250SEK. You do not need to be a wholesale customer to receive our wholesale rates. If you are buying for example for bridesmaids gifts, parties, or simply would like to purchase a large quantity of items we can offer you a wholesale rate. Contact us directly for pricing.
  • What materials do you use in your jewellery?

    We use a variety of materials in our jewelry to suit all different price points and preferences. Below is some descriptions of the material used.

    Sterling Silver: Many of the styles we carry are sterling silver which is 92.5% pure silver. The remaining 7.5% is copper. The addition of the copper acts as a base metal and serves to harden the resulting metal so that it can be can be cast into shapes. Sterling silver, when well cared for, will maintain its beauty and durability for decades.

    Gold Vermeil: Our gold plate "Vermeil style" is a satin finish with a 24 karat yellow gold color. The plating process uses 98.5% pure gold, which is a gem quality plating. The layer of gold is 40 micro inches thick over sterling silver with a fine layer of nickel in between. The plate is very reliable and extremely popular with our customers and has a unique satin-finished look that will last a lifetime. All of our Gold Vermeil is Fair Trade.

    Silver Plated Bronze: Silver plated bronze is 40 micro inches of silver plated over bronze with a fine layer of nickel. The nickel prevents the two metals from mixing together. Items made with this finish are significantly less cost than sterling silver and Gold Vermeil but are reliable and will hold up very well with care and proper storage. The shine effect is because the product is finished with an anti-tarnish coating.

    Gold Plated Bronze: Gold Plated Bronze has the same gold plate as we use on our Gold Plated Sterling Silver. It is a satin finish with variations from 10K to 18K gold color. The plating process uses pure gold and is 40 micro inches thick over bronze. There is additionally a slight layer of nickel in between. This increases the longevity and durability of the silver by preventing the bronze from migrating up through the gold to the surface.

    Gemstones and Beads: We use only the highest quality gemstones and beads that are all completely natural. None are synthetic or manmade. Because of this you will notice slight irregularites to the beads and slight variations in colour. This is expected as variations add to the unique character and charm of the finished piece.

  • How do I contact you?

    Email for general enquiries: info@talulahlee.com

    We aim to get back to you within 24 hours or sooner (excluding weekends).

    Phone: +46 (0)706 000 712
    Hours: M-F 10:00 - 16:00 GMT+1
    Mailing Address for all Correspondence: Gransäng 7 571 94 Nässjö Sweden
    Address for Returns Processing: Gransäng 7 571 94 Nässjö Sweden
    org. No. 810615-5081. VAT No. SE810615508101