Frequently Asked Questions
Welcome to our FAQ Page
For customer service inquiries only, please email email@example.com
Our Customer Service team is available M-F and will respond within 1-3 business days of your request. Response times may be extended during holidays, promotions and immediately following launches/restocks. Inquiries are answered in the order they are received.
Due to each item being custom-made, all sales are final.
Orders cannot be cancelled, changed or modified once they have been placed. Please ensure all info is correct before submitting your order.
Yes, you get a lifetime warranty for any jewellery piece from ByCeceLux!
Unlike any other jewellery brand, we are so confident in the quality of our craftsmanship that we offer a complimentary lifetime warranty.
Jewellery from other companies face a lot of markups. The brand who makes it, the retailer who sells it, and in some cases a licensing company who gets it there. All these entities take their cuts before a pair of earrings even gets to market. The end result: overpriced (and not-that-great) jewellery.
Coming from a jewellery design and production background, we decided to go direct-to-consumer in order to offer high-end jewellery at a fair price.
Since we only sell directly to our customers on bycecelux.com, our jewellery doesn’t have all of those markups driving up the price, so we can bring you higher quality (that we can guarantee) at much lower prices.
We are located in Manchester, UK. All orders are shipped out from our office in Manchester, UK.
Order confirmation emails may be delayed due to high order volume.
Sometimes order confirmation emails can go to your spam/junk folder so please double check.
Please contact our customer service team firstname.lastname@example.org, if you have not received your confirmation email after 24 hours of your purchase.
Made-to-order products are shipped as soon as they are finalised and prepared for shipping. If you have not yet received a shipping dispatch notification, your item may not be finalised yet. Although we do try our best to process and dispatch orders as soon as possible. Dispatch estimated timeframe can be extended during holidays, relaunches/restocks and promotions.
Items shipped outside of the United Kingdom may be subject to duties, taxes, handling and/or other miscellaneous charges as defined by the country of import. These fees are not included in the cost of your order and therefore cannot be reimbursed by By Cece Lux. Please check with your country’s customs office to determine what these additional costs will be prior to placing your order.
It is worth noting, express or standard shipping will not be refunded if the parcel has been returned to the sender. This usually happens if you provide an inefficient or wrong address or you were not available and the driver has tried to contact you. As soon as the parcel has left our warehouse, it is the responsibility of the customer & courier to ensure good communication & the safe arrival of your parcel.
If you would like us to send it again, you will have to pay the express shipping fee again. We will send you an invoice for the shipping fee.
If you were qualified for free shipping, you will need to pay the shipping fee (£9.99) for the resend.
In the event that your parcel is returned to sender and you are eligible for a refund and do not want the items resent, you WILL NOT be refunded for the International shipping costs, however, just the value of the products minus a £2.00 restock fee.
If you were qualified for free UK or International shipping, we will deduct the shipping cost from your refund.
Please always double-check your delivery address details (please include your door number!) before purchasing and check your email regularly for tracking updates. The courier may also contact you via phone.
BYCECELUX store takes no responsibility if standard or express parcels are not delivered.