Frequently Asked Questions
Frequently Asked Questions
Everything you need to know about LUXIIVA jewelry. Can't find your answer? Email us at support@luxiiva.com.
Materials & Quality
Is LUXIIVA jewelry real gold?
LUXIIVA jewelry is 18K gold plated over a durable base metal, usually stainless steel or brass. This means it has a thick layer of real gold bonded to the surface, giving you the look and feel of solid gold at a fraction of the price. It is not solid gold. Our premium plating process is designed to last significantly longer than standard gold-plated jewelry.
Does LUXIIVA jewelry tarnish?
No. All LUXIIVA pieces feature a tarnish-free protective coating that prevents discoloration and maintains shine through regular daily wear. While no plated jewelry lasts forever, our pieces are engineered to maintain their brilliance for years with proper care.
Is LUXIIVA jewelry hypoallergenic?
Yes. Every LUXIIVA piece is hypoallergenic and safe for sensitive skin. Our jewelry is nickel-free and lead-free, which means no green marks, no redness, and no irritation — even for those with metal sensitivities. Select pieces use 316L surgical-grade stainless steel.
Will gold plated jewelry turn my skin green?
No. Our tarnish-free, hypoallergenic coating prevents skin discoloration and green marks, even on sensitive skin.
What are 5A cubic zirconia stones?
5A is the highest grade of cubic zirconia available. These stones are precision-cut with exceptional clarity and fire that closely mimics the brilliance of a diamond. We use 5A+ CZ in our premium pieces for maximum sparkle. Unless a product page states otherwise, our stones are cubic zirconia, zircon or rhinestone — not natural diamonds.
Is LUXIIVA jewelry waterproof?
Most LUXIIVA pieces are water-resistant, meaning they can handle occasional exposure to water (rain, hand-washing, light sweat). Our Waterproof Anklet collection is specifically designed for full water exposure including swimming and showering. For maximum longevity of all other pieces, we recommend removing jewelry before swimming or bathing.
Custom Orders
How do I order a custom name piece?
Choose your style, select your colour, type your name into the personalization box on the product page, choose your chain length or size, and add to cart. Your piece is then handcrafted to exactly what you entered, so please double-check your spelling before ordering.
How long do custom orders take?
Custom pieces (name necklaces, custom bracelets, photo pendants, custom earrings) take 2-3 weeks to handcraft. Each piece is individually made by our artisans, so we cannot rush production without compromising quality. You'll receive a tracking number once your piece ships.
Can I cancel or change a custom order?
Custom orders can be modified or canceled within 24 hours of placing the order. After 24 hours, production may have already begun and changes cannot be guaranteed. Please contact us as soon as possible if you need to make changes.
How many characters can I use for custom name jewelry?
We recommend 3-8 characters for the best proportions and readability. Longer names produce a wider pendant, which can affect the overall look. Character limits vary by style — check the product page, or contact us before ordering and we'll advise on the best option for your name.
Do you offer custom photo pendants?
Yes. Our custom picture pendants let you upload a photo on the product page. Our team resizes and enhances your photo and sets it inside the pendant behind a scratch-resistant crystal dome. Because your photo is set into the piece, photo pendants are final sale.
Shipping & Delivery
How long does shipping take?
Ready-to-ship items: Ships within 1 business day. Standard delivery takes 5-10 business days within the US.
Custom items: 2-3 weeks production time + 5-10 business days shipping — around 3-5 weeks in total. International orders: Allow 2-4 additional weeks for international delivery.
Do you offer free shipping?
Yes! We offer free US shipping on all orders over $120. Orders under $120 pay a $7.99 standard shipping fee. International shipping rates vary by destination and are calculated at checkout.
Do you ship internationally?
Yes, we ship worldwide. International customers may be responsible for customs duties and taxes imposed by their country's import regulations.
How do I track my order?
You'll receive a shipping confirmation email with a tracking number once your order ships. You can also track it from your account on our website, or email support@luxiiva.com.
What if my package is lost or stolen?
Contact us at support@luxiiva.com within 2 days of the incident. Please note that we cannot refund packages the carrier has marked as delivered.
Returns & Exchanges
What is your return policy?
Custom and personalized items — anything where you type a name or upload a photo — are final sale and cannot be returned or exchanged, because they cannot be resold. Ready-to-ship items may be returned within 2 days of delivery if they are unworn, undamaged and in their original packaging. Return shipping is paid by the customer. See our Refund Policy for full details.
Do you issue store credit?
No. Approved refunds are returned to your original payment method.
How do I start a return?
Email support@luxiiva.com with your order number and the reason for your return. We'll reply with instructions within 1-2 business days.
What if my jewelry arrives damaged?
Contact us within 48 hours of delivery with photos or video of the damage. We'll send a replacement at no cost. Quality is our priority — if something isn't right, we make it right.
Sizing
How do I choose my necklace chain length?
16": Sits at the collarbone (choker style). 18": Falls just below the collarbone (most popular). 20": Falls at the top of the bust. 22": Falls mid-chest (longer pendant look). When in doubt, 18" is the most versatile and universally flattering length.
How do I find my ring size?
Wrap a strip of paper or string around your finger, mark where it overlaps, then measure the length in millimetres and compare it to a ring size chart. If you're between sizes, we recommend sizing up for comfort. Available sizes vary by style — check the product page.
What bracelet sizes do you offer?
Most bracelets come in 7" and 8" lengths, and some styles are adjustable to fit a range of wrist sizes. Check the product page for specific sizing.
Care & Maintenance
How do I clean my LUXIIVA jewelry?
Gently wipe with a soft, lint-free cloth after each wear. For deeper cleaning, use a soft cloth dampened with mild soapy water, rinse briefly, and pat dry. Never use chemical cleaners, ultrasonic cleaners or abrasive materials. See our Jewelry Care Guide for full instructions.
How should I store my jewelry?
Store each piece in its LUXIIVA box or a soft pouch, kept separate to prevent scratching. Keep it in a cool, dry place away from direct sunlight and humidity, and hang necklaces to prevent tangling.
Payment
What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, American Express, Discover), PayPal, Apple Pay, Google Pay, Shop Pay, AfterPay and Sezzle.
Do you offer buy now, pay later?
Yes. AfterPay and Sezzle let you split your purchase into 4 interest-free installments. Select your preferred option at checkout.
Is my payment information secure?
Yes. Our store is SSL encrypted and PCI compliant. We never store your card information on our servers, and all transactions are processed through secure payment gateways.
About LUXIIVA
How many orders has LUXIIVA shipped?
Over 50,000 orders and counting, with a 4.9-star average rating across our catalogue. We've served customers across the US and internationally.
Where is LUXIIVA based?
LUXIIVA is based in Middletown, Delaware, USA. Our custom pieces are handcrafted by skilled artisans and shipped from our US operations.
Are your stones ethically sourced?
Yes. Our cubic zirconia stones are lab-created rather than mined, making them an ethical and sustainable alternative to natural stones.
How do I contact LUXIIVA?
Email support@luxiiva.com and we'll respond within 1-2 business days. You can also reach us by DM on Instagram @luxiiva or TikTok @luxiiva.