Customer Care

Uncover the essence of Lava's craftsmanship, explore customization options, and find answers to your jewelry-related queries in our comprehensive FAQ section.




1.Where do you ship to?

We ship from China to the rest of the world. If you would like to know more about our shipping timelines, please visit our Shipping & Delivery page for more information.

2.Where is my order?

As soon as your order has been shipped, you will receive an email including the estimated delivery date which depends on the country and shipping method you choose. Please note that this date is an estimate, so your order may arrive slightly before, on, or slightly after your estimated delivery date.

3.Why is my order late?

We always aim to deliver your order within our standard delivery times, but sometimes unexpected factors can cause delays in your delivery.
Here are some reasons your delivery might be late:

-Your order was shipped during our sales and promotions season.

-You ordered more than one product.

-There were unpredictable circumstances beyond our control.

4.What should I do if the package is damaged in transit?

a) When you receive the parcel, please check if the package is damaged, whether the products are correct. If there are any problems mentioned above, please refuse to sign for the parcel and contact us in time.

b) If you encounter the condition that the parcel must be signed before it can be checked. Please sign for and open the parcel in front of the courier. After checking, if there is no problem then you can give the receipt to the courier. If there is any problem, please give feedback to the courier and contact us immediately. (It is suggested you take pictures of the package box, product boxes, products, waybill, etc. And pictures should be clear and easy to identify. )

c) If you do not check the parcel and sign, the commitment that logistics undertakes transportation risk will end.

5.Will I have to pay customs duties, taxes, or other fees?

You will not be charged for any consumption tax. However, you will need to pay the Customs Duties by yourself.
(All custom duties, XYZ taxes are customer’s responsibilities)


1.What if I receive a defective / damaged item?

If you have received a defective, damaged or wrong item you did not order, please contact us on X and we will aim to get back to you within 24 business hours.

Please make sure not to return anything before sending the message so we can process the return for you and provide you with the necessary information for the return.

When sending the message, please enclose the order number, the SKU number of the item, a description of the issue, and a few clear photos to show us the exact problem.

2.Can I exchange instead of a refund?

Unfortunately, we don’t offer exchanges at the moment, but you can place a new order and initiate a return. Your refund will be processed as soon as we receive the returned package. For more infos about return, please check our Returns page.

3.How long do I have to request a return?

You will have 14 days after receiving your item in order to request a return. Please return the item as per the instruction within 14 days after you receive the returning address.

4.How do I return an item?

Returns can be made within 14 days from the date you've received all your items. The return shipping fees will depend on the shipping country in your previous order.

All item(s) must be unworn and in the original condition with the original packaging and all tags attached. Any items that appear to have been worn or altered in any way will not qualify for a refund. The original shipping cost (if any) is non-refundable.

5.Do you refund the delivery charge for return items?

We are sorry that the returning shipping fees will be covered by the customer if the items are returned for non-quality problems. And the shipping fees depend on the local shipping company the customer chooses to use.

a)You have received the wrong order

b)The item is broken or defective.

P.s. for broken or defective items, customers must contact us within 48hrs of receiving their order.

6.What items cannot be returned for a refund?

Customized items or items on sale will not be accepted for a return or refund.

7.When will I receive my refund?

After your return has been processed and returned to our facilities, please expect up to 14 days for the refund to hit your bank account. We will contact you once your return package has been received and your refund is on the way to your bank account. If you haven't received an email from us within 28 days, please contact us.

8.I still haven't received my refund. What is the status of my refund?

Refund to credit card, the whole process may take 10-30 business days as your card bank needs to process the refund to you.
Here at Joopita , we could refund your card account in 24 hours. But your card bank needs 10-30 business days to transfer the money to your card account. Joopita can't control the processing speed of your card bank. Please ask the card bank for detailed information.
We apologize genuinely for any inconvenience caused.


1.How do I change the currency?

On the upper left corner of our website, you will see a currency widget where you can change the currency to your preferred one.

2.What methods of payment do you accept?

We accept Visa, MasterCard, American Express, Discover, JCB, Diners Club, Shop Pay, PayPal, Apple Pay, Google pay and Klarna (EU & US RESIDENTS ONLY).
For credit cards, please note the billing address entered on your order must match the billing address on file with your bank, otherwise our system might think it's fraud.

3.Why was my payment declined?

If you have trouble paying via credit card: Please check the details of your card information to make sure they are correct, including the expiration date, cardholder name, security code on the back of your card as well as the billing address. Please ensure that you have not reached the card limit or your card is not suspended by the bank for a review. In the case that your payment is still refused, we suggest you try a different card or pay us via PayPal.
If the above instructions fail, please contact your bank or submit a request with as much detail as you could provide along with the error messages, so that we may assist you.

4.Are customs and Duties Fees included in the price of my order?

They are not. Unfortunately, we do not have a say on customs and duties fees. All Customs and Duties Fees are the responsibility of the customer to be paid upon receipt of the package. The amount varies from country to country and depends on item(s) ordered.
And if the order was refused due to customs fees, the package might be destroyed and can not be delivered again. In this case, the refund will not be refunded. So we suggest that customers check the local customs policy first before placing the order.

5.Why was I charged twice?

Please don't worry. You can check first if you have placed two orders. If not, please take a screenshot of
the payment history and contact us on X

If there is any mistake on our end, we guarantee you a full refund.

6.Where can I get a discount?

Influencer programs, check on our instagram and youtube.


1.How to cancel my order?

Please note that orders can only be cancelled within 12 hours, as once it has left our warehouse we are unable to cancel the order. If you encounter any difficulties in the process. Email us with your order number and reason.

If you want to cancel your order after 12 hours, please wait to receive the package and see if you like our product, if not you can return the item to use. Please see our returns policy page for further information.

2.How do I change my order?

If you notice a mistake with your order after receiving an order confirmation email, please contact us ASAP on X so that we can help you modify your order.
Please note that we can help you modify your order before shipment. Once your package is shipped, we will not be able to change anything.

3.I received an incorrect item, what do I do?

Please contact us ASAP. Email us with your order number, information regarding the problem and provide pictures.

4.I received a damaged item, what do I do?

Our items are packed in secure packing to ensure that your jewels arrive safe and sound. On the rare chance that you have received a damaged item, please contact us ASAP on X. Email us with your order number, information regarding the problem and provide pictures so that we can best support you.

5.Missing items from my order?

There might be two situations for missing items, please contact us according to the following description:

(1)Your order is overweight due to too many items or contains pre-order products. For overweight orders, we may split the order and ship it out in several packages. For orders containing pre-sale products, we may split the order when it was a little delayed and give priority to the items in stock so that you can receive them as soon as possible. We will also ship out the remaining pre-order products as soon as they are instock. Therefore, the missing items may be in the coming packages. If you have any questions please feel free to contact us on X.

(2)Missing items caused during packing or transportation. Please contact us ASAP. Email us with your order number, information regarding the problem and provide pictures of the items and the outer package you received.

6.What should I do if I did not receive a confirmation email?

Our confirmation email is sent out automatically by our ordering system. Contact us immediately if you have not received a confirmation email within 12 hours of placing your order and yet have the payment charged from your credit card/Paypal account. We will confirm your order on our site and send you another confirmation email with your order number and order details.

There are a few possible reasons that could cause this to happen:

You have entered an incorrect or not frequently used email address when registering on our website. Since our confirmation emails are sent to the email address you registered with us, the letter will be lost.

You used the express checkout feature which uses the email address associated with your Paypal account. This email address may not be the one you currently use and it is recommended that you check both for our confirmation email.

Some email systems have filters that classify our email as junk mail so they cannot get to your inbox. It is recommended that you look into your junk mail folder before contacting us, as there is a big chance it was simply blocked by your email system.

Get in touch

Have questions about your order, or a general enquiry?