FAQs
Below FAQ are some common concerns of our clients before purchasing.
If you have other questions, please just send them to service@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. Return Window
Returns are accepted within 30 days of delivery.
2. Fees
There is no restocking fee, return fee, or exchange fee.
3. Return Shipping
Shipping costs for returns and exchanges are paid by the customer.
4. What Cannot Be Returned
- Custom-made pieces
All other items can be returned.
5. Return Requirements
- Items must be unworn and in original condition
- All original packaging and components must be included
6. Repairs
If your item arrives damaged or has a manufacturing defect, contact us within 7 days of delivery to arrange a repair.
Shipping for repairs is paid by the customer.
Manufacturing defects are repaired free of charge within 30 days of delivery. After 30 days, repair fees apply depending on the extent of the damage.
7. CAD Design Policy
All CAD design fees are non-refundable, regardless of whether you proceed with production.
8. Cancellations
You may cancel an order before it ships, at no charge. Once an order has shipped it can no longer be cancelled — you can start a return instead.
9. Final Approval
All returns, exchanges, and replacements are subject to approval and handled at our sole discretion.
Before returning any item, contact us first at service@giantluster.com. Returns sent without prior approval will not be accepted. Once approved, the item must be shipped within 7 days.
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. Allow 3–6 weeks in total for a fully custom piece, production and delivery included.
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.
Made-to-order items: production takes 2–3 weeks. Allow 3–4 weeks including delivery.
Custom orders: allow 3–6 weeks in total, production and delivery included.
Delivery takes 5–7 business days after dispatch.
Do you offer financing?
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
What is the 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.
Shipping for repairs is paid by the customer. A trackable shipping method is required for all repairs. Customs duties, import taxes and related fees are the customer’s responsibility.
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 immediately with 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?
You may cancel an order before it ships, at no charge.
Once an order has shipped it can no longer be cancelled. You can start a return instead — see the refund policy above.
If you’ve ordered the wrong size or color, please contact us immediately at service@giantluster.com.