FAQ'S

We add questions and answers to this section perdiodically in no particular order. We try our best to describe and explain as much as we can on our website, no one is perfect and we wholeheartedly welcome any question that you may have. This section of FAQ's focuses in mailing lists, Gift Cards, order process, domestic and international shipping, warranty repairs, and Accessibility. If we haven't answered a question that you might have please email or call us at: 12103203660      support@claudialobao.com  

What happens when I subscribe to the Claudia Lobao mailing list?

We love it when any customer subscribes to our mailing list. We send out marketing mailers just a few times a year, and it's almost alwas to announce a flash sale. Of course we have a quick and easy unsubscribe option which is managed by our preferred email marketing delivery provider, MAILCHIMP. If you don't like the emails you're receiving, just unsubscribe and you won't receive any marketing emails again unless you re-subscribe.

As a subscriber we'll let you know when there is a Flash Sale. Our Flash Sales happen quite unexpectedly and typically only last a few hours. Some of our past sales had discounts of up to 75% off which also included items that were already on sale, wow, that's a deal! 

Explain what you mean by a Flash Sale

We don't advertise sales on our website or social media. Instead we send out emails to those customers who have subscribed to our mailing list. A Flash Sale is a sale that we offer subscription customers where they can enjoy deep discounts on our regularly priced and sale priced items on our website. The Flash Sales always have a time limit, and usually only last a few hours before the discount code becomes expired. Subscribe to our mailing list and don't miss out on the opportunity for discounts on our most popular selling products.

You can join by going to the form on the footer of any page.

Can I buy Claudia Lobao Gift Cards?

Yes, our e-gift cards can be purchased online in denominatios from $10 to $500.

GIFT CARDS

Claudia Lobao Gift Cards are only valid on our website. Gift cards are delivered by email, they are e-Cards to be used when shopping at www.shopclaudialobao.com  only. There are no expiration dates on the purchase of your Gift Card.

Why didn't you collect Sales Tax on my Gift Card?

We do not collect Texas Sales and Use Tax on the purchase of a Claudia Lobao electronic gift cardThe purchase of e-gift cards, the right to a future purchase, using gift cards are not subject to Texas sales and use tax but once the card is used for a taxable purchase on our website, applicable Texas sales taxes are applied if the purchase is shipped anywhere in Texas.

What payment options are available for my purchase?

All online sales are made via Shopify's encrypted & secure payment processing portal using major credit cards. We accept these charge and credit cards however we may change, add or remove payment types without notice. As of our last update to this section we accept the following form of payments. You can also see the payment icons on the footer of any page on the website.

AMERICAN EXPRESS, VISA, MASTERCARD, DISCOVER, FACEBOOK PAY, GOOGLE PAY, SHOPIFY SHOP PAY (WITH INSTALLMENT OPTIONS)

What should I expect after I placed my order?

Once you have completed your order and submitted it for payment, an automated response will be emailed to you to confirm our receipt of your order. When the order has been processed you will receive an email with your tracking # indicating that your order had been shipped. Orders are typically processed between 1-3 business days. It can take an additional  6 days to process an order for hand assembled crystal jewelry which is made to order. We do our best to ensure that all orders are shipped quickly. Please make sure that the email that you entered when placing your order is correct. Having an invalid email address means that you will not receive tracking and order confirmation information. Updating our order processing information correctly is your responsibility. Should you need to update any information please call us or text us at: 210-320-3660 . We can update your information manually, however if you listed an incorrect ship to address and the order has shipped, we cannot stop the delivery. Once that delivery is confirmed delivered by the common carrier, we will consider the order fulfilled and the order processed successfully.  

I'm having difficulty in submitting my order online, what should I do?

You can email us at support@claudialobao.com or call or text us at 210-320-3660

I placed my order but need to change the shipping address.

As long as we have not shipped the order, a change of shipping address can be made. Contact us immediately (You can email us at support@claudialobao.com or call or text us at 210-320-3660) to change the shipment details. If the item has been shipped we can not change the order and the order will be shipped to the destination that was listed in your order. 

I am ordering several items that I want to be shipped to different shipping addresses. What do I need to do?

Currently, we are only able to accept one shipping address per order. If you need items to ship to different addresses you would need to make additional separate orders.

How can I track my Order?

Once your order has been processed and shipped, you will receive emails with the tracking information for you order. The emails will be sent to the email on file inputted by you when you placed your order. Additionally  you can email us at support@claudialobao.com or call or text us at 210-320-3660 and we will gladly tell you your tracking information. We will only give information to the purchaser on record. You will need to confirm your order number, email address and name.

Can I place my order by Telephone? 

We only accept credit card payments (American Express, Discover, Visa, MasterCard) for Telephone Orders. If you want to make a payment with Facebook Pay, Google Pay or Apple Pay, or Shop Pay you will need to place the order completely by yourself by adding your item to the Shopping Cart, and proceeding to the Payment section. 

We can manually process over the telephone. Some customers might not have internet access or might just prefer to place thier order by telephone directly with us, if you d, we're available for you. There are no additional fees having us manually capture your order. We request that you call or text us 12103203660 (messaging rates may apply from your carrier, or email us with your request to have your order manually captured. If you send us an email just let us know your best telephone call back number and your name.

We will never email you requesting credit card or payment information. Do not send us any payment or credit card information by email! 

To process your order we will need to know what products you would like to purchase, your name, email address to send you tracking information once your order has shipped, your credit card billing address, ship to address where you would like the order shipped to, and credit card information which will include Cardholder name, billing zip code, CVN number and credit card number. We will capture this information  by telephone (voice only) directly with you. All requests will be made verbally by telephone, we will never email you requesting credit card information. Do not send your credit card information to us by email. We process your order by populating the data into the Shopify Payment Gateway system while on the telphone with you. We will not store your credit card information and have no access to your full credit card data once your order has been accepted by the Shopify Payment Gateway System. See our Privacy Policy for detailed information on what is captured and retained by us. 

If you need to make additional orders at a later time, we would require your credit card information again because we do not retain that information once it has been processed. Your order will be processed using the Powered by Shopify Secure Payment Gateway. You will receive immidiately upon completion a receipt by email showing the total charges for the order. If you change your mind and want to cancel your order, you can do that at anytime prior to us shipping your order. If your order has shipped, you will need to see our Returns & Exchanges Policy for more information on Returns and Exchanges eligibility. 

We accept any of these credit cards: American Express, Visa, MasterCard and Discover Card. The entire process should be completed in a few minutes and it will be our pleasure to serve you!

Do you Accept Partial Payments?

At this time, we do not accept partial or split payments using one or more credit cards or in combination with a Claudia Lobao e-Gift Card. 

I purchased a crystal earring, why does it take a week to ship?

Most of our products that have crystals, are assembled in the USA by our production staff. Assembly of crystals require that the team member apply a each single crystal by hand to the piece along with the appropriate adhesive. That crystal needs to set so that the adhesive bonds. Depending on the size of the piece and the amount of crystals that are required, a piece can take less time to assemble. Typically however, you can expect a 2-7 days before your item is shipped.

 What if a crystal comes loose after I purchase it?

We will replace any dislodged crystal at no cost to you. See our warranty policy: WARRANTY INFORMATION

What is electroplating?

Electroplating is the processes of plating one metal onto another metal by hydrolysis. Typically items are electroplated for decorative purposes, or to prevent a metal from corrosion. Many of our pieces are electroplated in either gold, rhodium, imitation or faux rhodium, gunmetal and silver. 

Its important to realize that eventually, the electroplating wears away, depending on how the item is worn and how thick the plating is. 

Claudia Lobao has a 12 month warranty on discoloration or tarnishing. 

Products sold by Claudia Lobao typically use base metals such as Brass, Copper or Stainless Steel and are what we refer to as "Fashion" and "Costume" jewelry which do not consist of precious metals such as Gold, Platinum and Silver.

Does Claudia Lobao sell Fine jewelry?

Claudia Lobao does not sell Fine or Precious jewelry.

Fine or precious jewelry which consists of precious metals such as Gold, Platinum and Silver can be found locally in your area by looking up Fine Jewelers. We suggest that you always look for local jewelers in your area, not only are you supporting your community but its best to establish a long term relationship with your local jeweler or Fine jewelry store.

Furthermore we suggest you follow these guidelines (in quotation marks) established by the Federal Trade Commission - https://www.ftc.gov/news-events/media-resources/tools-consumers/jewelry-guides

SHOPPING FOR PLATINUM, GOLD, AND SILVER JEWELRY

"It’s good to make some decisions before you start shopping for jewelry, like deciding how much you’re going to spend. But it’s also good to know where you’re likely to get the best jewelry for the best price. Here are three things to do when you’re looking to buy jewelry from a store or online:

  1. Ask people you know for recommendations.
  2. Find out what others say about a seller. Type its name and the words “complaint” or “review” into a search engine.
  3. Find the store’s refund and return policies — and get them in writing.

Also get to know the common phrases and markings used to describe the type of jewelry you’re looking for. That will make it easier for you to decide whether a piece of jewelry is worth the price."  

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How do I use my discount code or Gift Card?

You will be prompted to enter in your discount code when checking out. Your bill will be reduced based on the value or percentage of your discount code or the value remaining on your gift card once you enter the code manually or automatically. Gift Cards have no expiration date.

Discount codes vary and may a discount may have some of these conditions:

  • The amount or percentage of Discount to be applied varies. 
  • Discounts might only apply to select items, an example is a discount might apply to a regulary priced item but the Discount might not apply for items that are on sale.
  • Discount codes all have an expiration date or even a limited amount of time (between 30 minutes and 24 hours)
  • The number of times that a code may be used.
  • Some discount codes are single use codes.
  • Other conditions may apply

What if I have two discount codes?

Our system does not allow the input of more than one discount code per order.

If the discount code is not valid, an error message will popup on your checkout window. 

If you feel that there is an error, you can email us at support@claudialobao.com or call or text us at 210-320-3660 for assistance.

How do your Flash Sales and Promotions work? Our Flash Sales are infrequent, last only few hours in most cases and are offered to our registered mailing list subscribers via an email sent to the email that was registered on our website. Sales and Promotions have a  limited and specific time and date of expiration. Sales and Promotions cannot be applied to previous purchases. We do not combine any Promotion. If you subscribe to our mailing list, and want to unsubscribe, we offer a one click unsubscribe option.

I'm buying online why are you charging me Sales Tax?

We are a Texas based company with our principal place of business located in San Antonio, TX. We collect Sales Tax on taxable purchases on behalf of the Great State of Texas. If your purchase is shipped within the boundaries of Texas, we will collect 8.25% Sales Tax as the mandated by the State, with the exception of Claudia Lobao e-Gift Cards which are non-taxable items. The purchase of gift cards, the right to a future purchase, using certificates are not subject to Texas sales and use tax. Sales Tax will be applied (collected) when the purchaser makes a purchase on our website and that purchase is shipped to a destination in Texas. 

If the item(s) purchased on our website are being shipped outside the State of Texas, the item(s) and any additional fees (if any) are non-taxable (in Texas) and we will not collect Texas Sales Tax. Sales & Use Tax requirements vary from State to State and you should check with your State Tax authority on whether or not you have to report and pay Sales or Use taxes on your on-line purchase. 

Texas sales tax is calculated at checkout. The sales tax amount will be listed on your purchase invoice clearly so that you can verify how much sales tax was collected by us on behalf of Texas. Purchasing Claudia Lobao on FaceBook (META) or Instagram your payment for your purchase is processed directly with META.  As of April, 2022  FaceBook (META) was collecting the sales tax on taxable purchases. 

For purchases made on our website the Invoice will show the following:

  • Invoice Number
  • Product Name
  • SKU number
  • Subtotal
  • Shipping Charges (If any)
  • Sales Tax for San Antonio, TX  - (8.250%) 
  • No Sales Tax will be listed if shipped outside of Texas
  • Total

San Antonio's current sales tax rate is 8.250% and is distributed as follows: 1.000% City of San Antonio; 0.125% dedicated to the City of San Antonio Ready to Work Program; 0.125% dedicated to the City of San Antonio Pre-K 4 SA initiative; 0.250% San Antonio ATD (Advanced Transportation District); 0.500% San Antonio

Price Adjustments

We do not offer price adjustments.

Do you offer Gift Wrapping?

Currently we do not offer gift wrapping, but most of our products that can fit in our 3 x 3 inch gift boxes are shipped with a gift box and a Claudia (or Valentina) Lobao pouch at no additional charge. If your having your order shipped to someone else as a gift, don't forget to ask us ti include a gift receipt instead if iur normal receipt which includes the purchase price.

Can you include a Gift Note?

Yes! We will gladly include a gift note. You can send us an email with what to write, and a hand written note will be included with the shipment.

Is the entire Claudia Lobao collection on your website?

No, we do not have our entire collections (past & present) on our website. Our website is updated frequently where we add and remove products and sometimes adjust pricing. If there is something that you had in the past or are looking for, please send us an email we would love to help you.

Making a purchase as a Gift?

Please let us know, by adding a note on your order field, or by contacting us at support@claudialobao.com or call or text us at 210-320-3660. We'll make sure that there is no invoice with pricing in the shipment and if you would like we can add a hand written note that you compose. 

I lost my earring backs, can I get a new one?

Customers rave about our earring backs becuase they are large, easy to use on the earring post, and have the Claudia Lobao hallmark etched on the earring back. We will gladly send a new pair to any customer who has placed an order within the last 24 months on our website. Limit 2 pairs per calendar year.

Do you offer Free Shipping?

Yes, we offer free shipping on all orders shipped domestically in the United States including Hawaii and Alaska, and also offer paid expedited shipping for a fee. Click on the link for our entire Shipping Policy Consider using our Free Shipping option instead of the Paid expedited, because it's FREE !

How will my order be shipped?

We only ship your order by selecting one of these Common Carriers (USPS, UPS, FedEx, or DHL). We do not have pick-up or a private delivery service. We determine which carrier we will use for any given order.

We choose which common carrier we will employ for your order. We will provide a tracking number which you will receive by email. Your tracking email will provide you with the carrier and tracking information for your shipment.  Unless you request it and pay an additional fee, the shipping carriers we use do not require a signature to deliver your package. If you select SIGNATURE REQUIRED option at checkout, you will be charged $8.00 (even if you have selected Free Shipping). By selecting the Signature option you are forcing the common carrier to obtain a signature to release your package.

The SIGNATURE REQUIRED $8.00 fee is Optional and  non-refundable. 

Please note: As soon as the package is delivered and the common carrier confirms delivery with a delivered time stamp, the package is officially in your possession. We are not responsible for any loss once the package has been confirmed delivered by the common carrier. 

Do you ship internationally? 

We ship to Canada & Puerto Rico. We do not offer Free Shipping on international orders. You can find out more about our international shipping policies by clicking on this link: 

Shipping Policy 

I'm a California Resident, how can I opt-out?

Residents of Califorinia can choose to opt-out by going to our Don't Sell my  Information page which is on the footer of our main page, or just click here

Do you have local deliveries?

All our deliveries for purchased products are shipped via common carriers that issue tracking numbers for each shipment. See our Shipping Policy 

Do you make repairs and what about warranties?

Information regarding Warranty & Repairs is available at:  

WARRANTY INFORMATION

Hey Claudia, how do you pronouce your name?

LOBAO is a Portugueese (Portugal) name. In Portuguesse, LOBAO means,  Big Wolf. Phonetically LOBAO in Brazilian Portugueese would sound like:  LO-BOW OR LO-BOM. No matter how you pronounce my name I will greet you with a warm Brazilian Big smile!

I'd like to know more about Brazil, can you help?

Of course! Brazilians love to talk about Brazil.

I can also tell you about Texas. I love Texas!

Is the Claudia Lobao website accessible for persons with disabilities?

CLAUDIA LOBAO DESIGNS strives to ensure that its services are accessible to people with disabilities. CLAUDIA LOBAO DESIGNS has invested a significant amount of resources to help ensure that its website is made easier to use and more accessible for people with disabilities, with the strong belief that every person has the right to live with dignity, equality, comfort and independence.

Accessibility on shopclaudialobao.com

Claudia Lobao makes available the UserWay Website Accessibility Widget that is powered by a dedicated accessibility server. The software allows Claudialobao.com to improve its compliance with the Web Content Accessibility Guidelines (WCAG 2.1).

Enabling the Accessibility Menu

The Claudialobao.com accessibility menu can be enabled either by hitting the tab key when the page first loads or by clicking the accessibility menu icon that appears on the corner of the page. After triggering the accessibility menu, please wait a moment for the accessibility menu to load in its entirety.

Disclaimer

CLAUDIA LOBAO DESIGNS continues its efforts to constantly improve the accessibility of its site and services in the belief that it is our collective moral obligation to allow seamless, accessible and unhindered use also for those of us with disabilities.

In an ongoing effort to continually improve and remediate accessibility issues, we also regularly scan Claudialobao.com with UserWay's Accessibility Scanner to identify and fix every possible accessibility barrier on our site. Despite our efforts to make all pages and content on Claudialobao.com fully accessible, some content may not have yet been fully adapted to the strictest accessibility standards. This may be a result of not having found or identified the most appropriate technological solution.

 

I want to buy Claudia Lobao products for my store on online website, who do I contact?

Our showroom is located at the Dallas Market Center, If you are a retailer interested in visting our Dallas showroom  please contact our wholesale sales office representative. 

Contact us here - Wholesale 

Here For You

If you are experiencing difficulty with any content on Claudialobao.com or require assistance with any part of our site, please contact us during normal business hours  and we will be happy to assist.

Contact Us

If you wish to report an accessibility issue, have any questions or need assistance, please contact CLAUDIA LOBAO DESIGNS Customer Support.

Email: support@claudialobao.com
Phone: Phone: 12103203660
Updated May 18, 2022