FAQ

I'm struggling to pay! What should I do!​-
Once you place your order, you’ll receive an order confirmation via email, such as #LL1234. If you don’t see it in your inbox, please check your spam folder or try placing your order again. If you have any concerns, feel free to reach out to our customer service team!

If you need an extension or have any questions, don’t hesitate to contact our customer service team or reach out via Discord. We're here to help!

If you're having technical issues, try clearing your cache or using Google Chrome.

How long should I wait for shipping? Where and when do you ship?
We ship from within China, with all packages sent out by 10 AM Eastern Standard Time every Thursday. You can expect shipping to take around two weeks. If you have any questions or need further assistance, feel free to reach out!

​If you need express shipping, please reach out to our customer service team. Please note that additional fees will apply based on the weight of your order. We're here to help you find the best shipping option for your needs!

​How do I track my order?
You can track your order through ​https://www.17track.net/en . Once items clear overseas customs, they are usually updated to local couriers for easier tracking. If you have any questions, feel free to reach out!

When entering your tracking information, be sure to check your emails for updated tracking numbers. This will help you stay informed about your order's status. If you need any assistance, we're here to help!

How should I store my crystal jewelry once I receive it?
To keep your crystal jewelry in pristine condition, store it in a dry and safe space. For a beautiful display, consider using selenite bracelet stands. Remember to avoid harsh chemicals that could damage the crystals. Enjoy showcasing your pieces!

Seek inspiration from our fellow friends in the Discord community! Connect with others, share ideas, and discover new ways to enjoy and utilize your crystals. We can’t wait to see what you create!

​I am missing an item from my order or I received a broken item - what do I do?
If you receive a broken item, please contact our customer service team right away. They’ll work with you to find a solution and ensure you’re taken care of. 

I placed a claim during a TikTok Live, but I wasn't able to purchase. Can I still buy the items I claimed?
Once you place your order, you’ll receive an order confirmation via email, such as #LL1234. If you don’t see it in your inbox, please check your spam folder or try placing your order again. If you have any concerns, feel free to reach out to our customer service team!

If you need an extension or have any questions, don’t hesitate to contact our customer service team or reach out via Discord. We're here to help!

We do not hold claims for over 24 hours. Your personal tab, which includes a full list of everything you claimed during the live session, will be uploaded by the end of the event. You have 24 hours to pay for it, and after that, any unclaimed items will be returned to inventory. Don’t miss out on good items—some pieces come around just once! Be sure to act quickly!

How do I know when the Lounge is live?
To stay updated on when Lena goes live on TikTok, join our Discord community! We share weekly schedules & notifications there while the livestreams may be more spontaneous and inconsistent.