FAQ and Shipping

Help | Frequently Asked Questions | Shipping & Returns | Policies 

Wu

"Wu is the life spirit that is imbued into an endeavor, idea, or creation. The attention to intention, the obsession to detail, quality, and control over one’s vision being realized."

Wu is:

* conscious force, energy, and intention

* a guide to the store’s products

* LISA ING’s proprietary tiered grading system to the “Wu” of products offered

* the energy expelled into the goods created by the designer

* the classification of goods offered in this store, which tells us the level of quality and class of the goods

Wu, Wuuer, Wuuuest (Or ROY, G, Biv)

All products are assigned a Wu level based on the amount of customization required and the level of control we have on the final iteration. ROY, G, and BIV and  are the three Wu levels we utilize. 

ROY*Wu  | G*Wuuer | BIV*Wuuuest

ROY products feature both original and pre-established concepts/designs that are licensed out to foreign and domestic manufacturers and fulfillment centers. These companies handle ALL the supply chain (from production to delivery) so the quality, packaging, and delivery times will vary depending on the facility that can do it most efficiently. ROY products allow us to provide a Wu experience to a wider spectrum of audiences.

G products are a collaborative effort between LISA ING and third party makers. Original artwork by LISA ING is licensed out to both domestic and international manufacturers, which undergo further curation and development at LISA ING’s design studio.

G products are finished in our LA studio with the utmost care and attention to detail to ensure an experience that’s a Wuuer level than ROY products.

Both G and BIV products are handled with love and intention in-house, but BIV products require further extensive effort to come to fruition -  making BIV items the next wu level up.

BIV products are conceived and finished with love and intention in our Los Angeles, CA, design studio. Hand-forged, hammered, wire-wrapped, or sewn, BIV products are handmade to order using delicate technique and tradecraft, high-quality metals, and genuine gemstones that are locally sourced whenever possible. BIV products feature original artwork and designs by LISA ING and are handled with patience and care in order to provide you with the Wuuuest possible experience.

Orders

All jewelry, sunglasses priced over $100, and ReplenishING water bottles receive complimentary gift wrapping. These items will arrive gift-wrapped in bespoke packaging - ready for gift giving, or just as a treat for yourself! Multiple jewelry items are combined unless separate boxes are requested.

If you're purchasing a gift for someone, a personal note can be added upon request.  Simply type the exact message you would like to leave the recipient in the “message to seller” box and we'll take care of it for you.

*Gift wrapping is NOT available for any of our ROY products.

We accept most major credit cards, including Visa, Mastercard, Discover, Amex, Paypal, JBC, Diners Club, Elo, and Afterpay.

We also accept these Coinbase Commerce Cryptocurrency payment options: Bitcoin, Bitcoin Cash, Ethereum, and Litecoin

We partner with Afterpay to offer 4 easy payments with no interest. Visit their website for more info: www.afterpay.com.

All packages shipped to addresses within CA will be charged sales tax.

Additional customs and tax fees can occur on international orders. These fees are charged to you by your country. This fee is not in our control and is assessed by your local customs office.

Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.

The recipient of the merchandise will be required to pay the fees upon delivery. 

If you need to cancel an order you must email us within 4 hours of when you place your order. Many pieces are custom made and once production begins on them they cannot be canceled or returned.

Shipping

Orders are taking longer than normal to arrive at their final destinations due to the pandemic. Since this a global problem, we highly suggest you order all gift items (ex: a birthday, anniversary, Christmas/Hanukkah/holiday gifts) well in advance of the dates they are needed.

All orders ship via USPS first class mail and include tracking and insurance.

We are happy to extend free shipping for orders $75+ (before taxes and shipping).

For orders less than that, it's a $4.95 flat-rate fee for addresses within the continental US; $9.95 flat-rate shipping fee for Hawaii, Alaska, and Puerto Rico.

* International shipping is limited to certain countries due to USPS's suspension of service as a result of the COVID-19 pandemic.

International orders over $250 enjoy free shipping via USPS International. For orders less, shipping is a flat rate of $30.

You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at info@lisaing.com. 

BIV and G products ship from LISA ING’s design studio located in Los Angeles, California.

ROY products are fulfilled by third party companies with facilities worldwide. Depending on where you are, your orders are printed and shipped from the facility that can do it most efficiently!

Before getting in touch with us, please help us out by doing the following: 

1. Check your shipping confirmation email for any mistakes in the delivery address 

2. Ask your local post office if they have your package 

3. Stop by your neighbors in case the courier left the package with them 

If the shipping address was correct, and the package wasn't left at the post office or at your neighbor’s, get in touch with us at info@lisaing.com with your order number and we will work with you to find a solution.

Delivery

Due to the current pandemic, our fulfillment times may be longer than usual and may continue to increase until things get back to normal. We're seeing delays in our supply chain, including distributors and shipping carriers as the entire industry is grappling with challenges. It's difficult to predict the shipping times. Although rare, we have experienced up to a month for products to be delivered.

When will I get my order?

Most of our BIV products are hand-made to order. Please allow 3-7 days for your item(s) to be fabricated, PLUS shipping time.

G products are prepared and shipped out within 2-5 days of the purchase date.

ROY products are fulfilled by various third-party companies and manufacturers. LISA ING does not keep any ROY products in stock.

For US, domestic orders, please allow 2-3 weeks for your order to arrive. For international orders, please allow 2-8 weeks for your order to arrive.

BIV and G products will ship together in one package within 7 days of the purchase date.

ROY products all ship separately. Shipping times vary depending on location, but on average packages ship within 7-10 business days.

Returns

Returns/Exchanges/Refunds Policy based on Wu Levels ROY, G, and BIV.

Because everything is made to order from third parties, we can't offer returns, exchanges, or refunds unless there is a manufacturing mistake or an item is damaged during shipping. Also, due to the “one-off” and highly personalized nature of our print on demand (ROY) products, we do not maintain stock to exchange items.

We strongly encourage you to read over the description of the item (sizes, materials, etc.) prior to ordering as we do not accept returns, exchanges, or refunds due to buyer’s remorse.

If you feel that there has been an error made on our end, or if your order arrives damaged by the post, please reach out to our Support Team at info@lisaing.com with a photo of the damaged product (for insurance purposes), a description of the issue, and the order number for reference.

Any claims for misprinted/damaged/defective items must be submitted within 2 days after the product has been received.

Your happiness is our top priority so please get in touch if you have any issues and we’ll work with you to find an agreeable solution. Claims deemed an error on our part are covered at our expense. 

* The only exception is for the Indoor/Outdoor Athletic Slipper Shoes and the 2-in-1 Convertible Towel Bag if you are unhappy with either of these products. We have these in stock and can therefore allow an exchange or store credit. Please email us at info@lisaing.com within 2 days of receiving the goods for exchange options. You must ship your return within 5 days of receipt, no exceptions. Item(s) must be in new, unworn condition, with all original packaging. Item(s) must be shipped, prepaid, in the same or similar shipping box in which it was received. We suggest you insure your return as we cannot be responsible for damage incurred during transit. You are responsible for return shipping. You will be notified by email once your return has been received and processed. Shipping charges are not refundable. Items returned with signs of wear will be returned to the purchaser and no refund will be given.

Due to the handmade, custom nature of our products, we only accept exchange or store credit on G products.* Please email us at info@lisaing.com within 2 days of receiving the goods for exchange options. You must ship your return within 5 days of receipt, no exceptions.

Item(s) must be in new and unused with all original packaging. Item(s) must be shipped, prepaid, in the same or similar shipping box in which it was received. We suggest you insure your return as we cannot be responsible for damage incurred during transit. You are responsible for return shipping. You will be notified by email once your return has been received and processed. Shipping charges are not refundable. products returned with signs of wear will be returned to the purchaser and no refund will be given.

* Rings, custom/personalized, and sale items cannot be returned. These items are final sale.

* Earrings cannot be returned for hygiene reasons. These are final sale.

* ReplenishING glass water bottles cannot be returned. These are final sale.  Due to the fragile consideration of shipping these glass items, we take great effort to pack them carefully to ensure nothing gets damaged during transit. For this reason, all ReplenishING water bottles are final sale and cannot be returned.

Color Disclaimer We have made every effort to display as accurately as possible the colors and images of our products. However, please understand that since it is not possible to guarantee our online colors will look the same on all computers, we do not guarantee that what you see accurately portrays the true color of the product. Due to the various types of computer monitors and browsers, actual colors may vary.

Due to the handmade nature of our products, variations in size, shape, color, and placement are to be expected.

Due to the handmade, custom nature of our products, we only accept exchange or store credit on BIV products. Please email us at info@lisaing.com within 2 days of receiving the goods for exchange options. You must ship your return within 5 days of receipt, no exceptions.

Item(s) must be in new, unworn condition, with all original packaging. Item(s) must be shipped, prepaid, in the same or similar shipping box in which it was received. We suggest you insure your return as we cannot be responsible for damage incurred during transit. You are responsible for return shipping. You will be notified by email once your return has been received and processed. Shipping charges are not refundable. Products returned with signs of wear will be returned to the purchaser and no refund will be given.

* Rings, custom/personalized, and sale items cannot be exchanged. These items are final sale.

* Earrings cannot be returned for hygiene reasons. These are final sale.

* Face masks cannot be returned for hygiene reasons. These are final sale.

Color Disclaimer We have made every effort to display as accurately as possible the colors and images of our products. However, please understand that since it is not possible to guarantee our online colors will look the same on all computers, we do not guarantee that what you see accurately portrays the true color of the product. Due to the various types of computer monitors and browsers, actual colors may vary.

Due to the handmade nature of our products, variations in size, shape, color, and placement are to be expected.

We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at info@lisaing.com within 2 days of receipt with photos of the damaged product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible!

Please see our ROY, G, and BIV Return Policy tabs above for detailed information.

If you’re unsure which size would fit better, check out our sizing charts—we have one for every item listed on our store, in the product description section.

Though rare, it's possible that an item you ordered was mislabeled. If that’s the case, please let us know at info@lisaing.com within 2 days after receiving your order. Include your order number and photos of the mislabeled item. We’ll send you a new one or issue a refund! 

If you provide an address that is considered insufficient by the courier, the shipment will be returned to our fulfillment facility. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).

Shipments that go unclaimed are returned to our facility and you will be liable for the cost of a reshipment to yourself (if and as applicable).

We do not accept returns of sealed goods, such as but not limited to face masks, neck gaiters, and bathing/swimsuits which are not suitable for return due to health or hygiene reasons. Any returned orders with those items won’t be available for reshipping and will be disposed of.

Handmade Quality

Due to the handmade nature of our products, variations in size, shape, color, and placement are to be expected.

COLOR DISCLAIMER

We have made every effort to display as accurately as possible the colors and images of our products. However, please understand that since it is not possible to guarantee our online colors will look the same on all computers, we do not guarantee that what you see accurately portrays the true color of the product. Due to the various types of computer monitors and browsers, actual colors may vary.

EU

Notification for EU consumers: According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for: 

1. the supply of goods that are made to the consumer's specifications or are clearly personalized;

2. sealed goods which were unsealed after delivery and thus aren't suitable for return due to health protection or hygiene reasons,

therefore LISA ING reserves the right to refuse returns at its sole discretion.

This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.

Terms of Use

By browsing our website, you are agreeing to our terms of use as follows:

All content, including pictures, descriptions, and other material is copyrighted, and may not be reproduced without our permission.

Pictures shown are representative, as most of our products are handmade, and each piece will vary somewhat from the photos. 

All designs are copyrighted by LISA ING, and may not be reproduced or copied. 

Any links to outside websites are for your information only, and we do not make any endorsement pursuant to outside links other than presenting them for your enjoyment.

We reserve the right to refuse any order at any time for any reason.

These Terms and Policies may be changed from time to time without notice. Please visit this page for the current Terms of Use and Policies.