Shop Policies
Contact
All inquires about purchases MUST be sent via email at donalustudio@gmail.com.
Payments
Payment is due in full at the time of purchase, prior to any product shipping.
Payments are accepted via PayPal, Visa, Mastercard, Discover and American Express.
Sales
Original art and Jewelry are available only in short term flash sales that usually lasts for 7 days.
If you would like to be notified about our updates and flash sales, please subscribe to our mailing list.
About
Jewelry
All jewelry pieces are made with high grade materials. All earrings are hand crafted using polymer clay, a very light weight medium, .935 sterling silver or gold filled.
Rarely I will offer pieces in stainless steel, titanium or brass posts. These pieces are prototypes that I used to refine or validate my designs. They cannot be returned or exchanged.
Due to the handmade nature of clay, please allow for slight variations to your piece from the photos.
As tempting as it may be to bend your earrings to see the flexibility, please don’t! They can become weak and break.
For custom jewelry, please send an email to donalustudio@gmail.com.
Painting
Watercolor is my main medium, but I also use archival ink, water based acrylic paint and colored pencils. I like to use cold pressed paper that are 100% cotton. Sometimes I do use different ones, but they are not my favorites.
The actual colors of a painting may vary. It’s important to note that they may look different on a real product than what you see on your computer monitor. This is due to the fact every computer monitor has a different capability to display colors and that everyone sees these colors differently.
Shipping
Jewelry and Original Paintings
Domestic Orders
USPS First Class is $5.00 shipping for all domestic orders. Typical transit time is 5-7 days.
USPS Priority Mail is $9.55 shipping for all domestic orders. Typical transit time is 2-3 days.
UPS Ground is $10.00 shipping for all domestic orders, excluding Alaska and Hawai. Typical transit time is 2-8 days.
UPS 3 Day Select is $14.65 shipping for all domestic orders, excluding Alaska and Hawai. Typical transit time is 1-3 business days.
UPS 2nd Day Air is $17.70 shipping for all domestic orders, excluding Alaska and Hawai. Typical transit time is 48 hours.
International Orders
I do ship internationally, but the process is a little bit different.
Please, send an email to donalustudio@gmail.com with the name of the product you want to purchase, quantities, your address and if you want expedited shipping or not. I will send you a quote for International shipping, and upon your agreement, I will send you a link for payment, including product price and shipping.
International orders are subject to customs fees. USPS does not provide information on which countries charge customs or how much the fees are. Please use a customs calculator to estimate duty fees in your country.
Please note that international shipments are delayed due to COVID-19. It is not uncommon to see shipment times up to 3 months. Please be prepared for delays when placing an international order.
We do offer expedited shipping with a different carrier. It costs more but it’s faster and more reliable; most orders will arrive within one week.
Custom Watercolor House Portrait
Shipping rates for custom watercolor house portraits will be sent with the proposal.
Shipping General Information
Customers are responsible for all return and exchange shipping costs.
Ready-to-ship items go to post within 5 days. Pre-sale jewelry and made-to-order jewelry go to post within 3 weeks. Watercolor House Portraits go to post within 8 weeks.
Dona Lu is not responsible for packages once they have been delivered to the post office and marked as fulfilled.
About lost packages, according to USPS, we must wait 45 days for domestic orders before filing a claim for the lost package. For international orders this waiting period is 90 days. It is common for packages to stop tracking while your item is processing through your country’s customs.
Sometimes, USPS updates the system before running the service. So, you might see on the tracking system that the package was delivered but you haven’t received it yet. Unfortunately these cases are out of my control and you will need to contact your local postal service for further information regarding your package. In most cases, it was delivered to a neighbor or will arrive a few days later.
Return Policy
If you’re looking to return or exchange your order for whatever reason, I’m here to help!
Exchanges and returns will be honored if you contact me at donalustudio@gmail.com within 3 business days of receiving your order and ship items back within 10 days of receiving your order.
Please note the following exceptions to the return and refund policy:
Returned items must have no visible sign of wear or use;
Jewelry must be returned in the same condition as it was sent to you;
Jewelry must be returned in original product packaging;
Original paintings, custom orders and discounted items are final and cannot be returned or exchanged.
If your item arrives damaged please email a picture of your item as soon as you received it and I will happily fix or replace your item.
The customer is responsible for all return shipping costs.
Once receiving the item back from you, a refund or an exchange can be provided with credit or an item of equal value.
I will honor requests to cancel an order if received within 24 hours of the order being placed.
Copyright
All rights reserved.
Care instructions
Jewelry
All jewelry must be handled with delicate care.
Do not bend the earrings.
Store in a clean, dry place. Avoid direct sunlight. When traveling have them in their box to ensure protection.
If necessary, use water (can be warm but not hot) and soap to clean the earrings. You can scrub gently with a Q-tip. To polish your jewelry rub it with a soft cotton cloth after washing it. If you have white jewelry and need further cleaning instructions, please send an email to donalustudio@gmail.com.
Painting
Protect your watercolor painting with a sheet of filtered glass or acrylic. It should also be mounted in acid-free mat board to keep the paper from discoloring over time. Choose a mat that is thick enough to provide plenty of space between the glass of the frame and the painting, avoiding them to stick together.
Keep the painting out of direct light and away from heat, humidity, oils and odor. All of these can damage the color pigments permanently.
Your watercolor painting will last for many years without fading if you follow these procedures.