FAQs

Ordering/Payments

What currency does your site use? 

We will process your payment in your local currency. There are however some limitations and special cases in which we will have to charge your card in USD. In those cases, the conversion is handled by your financial institution.

What payment methods are accepted? 

Credit Cards

  • We accept Visa, Mastercard, Discover, American Express, JCB and Diners. 

Paypal 

  • Use any form of payment method in your PayPal account in your country. Once you have added a payment method, you can use our one-click PayPal express feature for a fast checkout.

When will my order ship?

Most orders ship within 3-7 business days of ordering from China mainland. Once your order has shipped you can expect it to take between 7-15 business days to arrive to you! If you need your item(s) sooner you can choose an expedited shipping method for an additional cost at checkout. Any additional shipping costs are nonrefundable.

Kindly notice we do not process or ship orders on the weekend or China holidays. IRLU is not responsible for delays due to local or weather disruptions.

 

Do you have an option for Gift Wrap or Gift Messages?

We now offer a gift message option, please select the checkbox in the slide-out bag to add a gift message to your order. Our jewelries are well packed and suitable for sending as gifts.

What if I need to change or cancel my order?

Once an order has been placed, we're unable to make any changes.

If you need to cancel your order you can cancel until 12PM PST the following business day. To cancel within this timeframe, contact us at hello@irlu.online and include your order number in your request. 

What is the status of my order? 

Once you have received your shipping confirmation e-mail you can click on the tracking link provided to see the status of your delivery. Please note it can take up to 24-48 hours for tracking updates to appear. Any information about delayed or canceled items will be included in a separate email.

 

What if I receive a damaged item?

We hope this doesn’t happen to you, but if it does (our apologies in advance) contact us right away at hello@irlu.online and we will get it taken care of for you! 

Digital Gift Cards 

Where can I purchase a IRLU Gift Card?

IRLU digital gift cards are available for purchase on our website here. 

 

Where can I use my IRLU gift card?

Any gift card purchased on IRLU.online is only valid on our official website.

 

Do gift card purchases expire?

Gift cards that are purchased on IRLU.online and store credits issued for a return do not have an expiration date. 

 

I purchased a gift card, am I able to return it?

Unfortunately, all gift card purchases are final sale.

Sale 

What does it mean if an item is marked Final Sale?

All items that are marked final sale have been marked down in price and cannot be returned for a refund or store credit, or exchanged for a different size, color or style. We do understand that buying Final Sale items can be difficult, so please contact us prior to placing your order if you have any questions regarding material, color, or fit .

I ordered something and now it’s on sale; will you match the new price?

Unfortunately, we do not offer price adjustments for items that have been marked down or during sitewide promotions. We apologize for this inconvenience!

What if I received a damaged item that was marked Final Sale?

We hope this doesn’t happen to you, but if it does (our apologies in advance) contact us right away at hello@irlu.online and we will get it taken care of for you!