FAQs
Below FAQ are some common concerns of our clients before purchasing the theme.
If you have other questions, please just send it to support@giantluster.com.
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Need Help?
If you have an issue or question that requires immediate assistance, you can click the button below to chat live with a Customer Service representative.
If we aren’t available, drop us an email and we will get back to you within 6-12 hours!
Pre Sale Questions
What is your refund policy?
1. Eligible Return Cases
We only accept returns under the following circumstances:
- Your item arrives damaged upon delivery
- You receive the wrong item
- Your order is lost in transit and cannot be re-shipped
2. Request Window
- You must submit your request within 14 days of delivery
- All requests are subject to review and approval
3. Resolution Options
If your claim is approved, we may offer one of the following solutions:
- Repair
- Exchange
- Replacement
The final resolution will be determined based on the specific situation.
4. Return Requirements
To be eligible for a return, items must:
- Be in original, unused condition
- Be unopened
- Include all original packaging and components
5. Size & Fit Exchanges
We offer one complimentary exchange for sizing issues.
Customers are responsible for:
- Return shipping costs
- Reshipping costs for the replacement item
- Any applicable customs duties, taxes, or clearance fees
For additional exchanges, a 20% restocking fee will apply.
6. Production Timeline Disclaimer
Production time is typically 3–6 weeks (estimated).
Delays may occur due to:
- Material availability
- Design revisions
- Production complexity
- Global shipping disruptions
⚠️ These delays do not qualify for order cancellation or refunds.
7. CAD Design Policy
All CAD design fees are non-refundable, regardless of whether you proceed with production.
Once a CAD design is created, significant time, expertise, and labor have already been invested into your custom piece. This cost represents a substantial portion of the total work.
8. Final Approval
All returns, exchanges, and replacements are:
- Subject to approval
- Handled at our sole discretion
How to buy custom jewelry?
Step 1: Reach Out to Us
You have a couple of ways to start your custom project with Giantluster:
- Option 1: Send us a Direct Message on Instagram @giantluster
- Option 2: Fill out our free custom jewelry form for a quote.
Step 2: Specify Your Design
Let us know exactly what you envision for your piece, or allow our team of specialists to suggest a design for you.
Pro Tip: The more reference images you provide, the easier it is for us to capture your vision. If you don’t have any, we’ll provide examples to guide your style choice.
Step 3: Review and Confirm Quote
Once we understand your requirements, we’ll provide a quote for your custom pendant. To proceed, a downpayment of $200 is required.
Step 4: Initial Design Concepts
After confirming your quote and making the downpayment, our design team will create multiple initial design concepts within 24–48 hours for your review.
Step 5: CAD Design
When you’re satisfied with an initial concept, we move on to the detailed CAD design phase. This usually takes 24–48 hours, and you have unlimited revisions until the design perfectly matches your vision.
Note: Your initial $200 downpayment will be applied toward the final cost of the pendant.
Step 6: Final Payment and Production
Once the CAD design is finalized, we’ll request the remaining balance. Our production team will then begin crafting your custom piece.
Step 7: Stay Updated
We’ll keep you informed throughout production, sharing progress photos to show your piece coming to life.
Step 8: Delivery
Production generally takes 2–3 weeks, with shipping via DHL taking approximately 2-5 days.
We’re excited to create your custom jewelry! If you have any questions or need additional information, please contact us at service@giantluster.com.
How can I track my order?
To track your purchase in realtime, please go to our order tracking page.
In-stock items are shipped within 48 hours after purchasing. You will receive a tracking confirmation email as soon as your order has shipped. For custom orders and made-to-order items, the processing time is up to 3 weeks.
Do you offer finacing?
Yes. We've partnered with Affirm to offer monthly payments for up to 36 months without any interest or fees. See if you qualify for financing!
About Us
Where is GiantLuster based?
GiantLuster is incorporated in Wyoming, USA. We have offices in Brooklyn, New York. We currently have warehouses in USA and Hong Kong.
Do you have a physical location?
Our FL Showroom is appointment only and by minimum budget of $100k per client. Contact us to visit!
Guarantee
Where is GiantLuster guarantee?
We proudly stand behind our craftsmanship with a Lifetime Warranty on all jewelry.
Within 30 days of delivery, manufacturing defects (excluding misuse or normal wear and tear) will be repaired free of charge. After 30 days, repairs are still available under our Lifetime Warranty; however, repair fees will apply depending on the extent of the damage.
Customers are responsible for all shipping costs, customs duties, import taxes, and related fees. A trackable shipping method is required for all repairs.
Before sending any item, please contact us for authorization and instructions at: service@giantluster.com
This Guarantee is voided under any user damage issues (scratches and accidental breakage).
GiantLuster Guarantee does not cover lost or stolen items.
Ordering
I received the wrong item. What do I do?
In the unlikely event you have received the wrong item,please contact us immediatelywith the following information to ensure that we can get this resolved for you quickly & efficiently:
1. Your order number
2. The name of the item you did not receive
3. The name of the item you received
4. A clear photograph of the item you have received.
Once we’ve received the above info, our Customer Success team will get this sorted for you ASAP!
Can I apply a discount code after I place an order?
Unfortunately, discount codes cannot be applied retrospectively after an order has been placed.
Can I cancel my order?
We are unable to cancel an order after it’s been placed, as they are sent to our warehouse for processing within minutes of being placed.
if you placed the order by mistake or don’t want the items you can go through the returns process to send your order back to us.
If you've ordered the wrong size or color, please contact us immediately.