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Here to Help

From advice on caring for your LAGOS
jewelry to help choosing the perfect gift,
our experts are pleased to assist
you in any way.

Would you rather call us? Call us 1-877-925-4305

faq

Ordering

How will I know if my order has been placed?

Your order confirmation will be sent to the email address provided at check out. You can view your order status by logging into My Account.

How can I change or cancel my order?

Your order can be canceled as long as the order status is unfulfilled. If your order status is fulfilled, it cannot be canceled.
If you wish to cancel your order, please call 877-925-4305 and have your order number ready.

How can I track my order?

Your order confirmation will be sent to the email address provided at checkout. You may also view your order status by logging into My Account. For more information, call us Monday through Friday 8:30am to 7pm EST at 877-925-4305 or email customercare@lagos.com.

How do I know what size to order?

How do I know when an out-of-stock item will be available?

If a LAGOS item is out-of-stock, the product will not have an ADD TO BAG option. You will see the item listed as OUT OF STOCK. For your convenience, click the GET NOTIFIED option to receive a notification as soon as the item is available for purchase. You may call us Monday through Friday 8:30am to 7pm EST at 877-925-4305 or use the ASK A QUESTION option. Be sure to note the style number shown in the description.

How can I gift wrap my order?

All orders will be shipped in our signature packaging, which includes a gift box, jewelry pouch, polishing cloth and care instructions. You may enter a complimentary gift message note when you add an item to cart. If you wish to add a gift message for multiple items, you only need to enter it once.

Payments & Taxes

How can I pay for my purchase?

We accept the following payment methods: Visa, Mastercard, Amex, Discover, JCB, Diners Club, Shop Pay, Apple Pay, Google Pay, Paypal, and Affirm.

If purchasing via Paypal, the total amount of your order is allocated at the time your card is approved, although payment does not occur until the order ships.

For debit cards, payment is deducted from your account at the time your card is approved.

Gift Cards: To use online, enter the gift card number, along with the access number, on the right side of the page in the checkout.

At this time we cannot accept cash, CODs, checks, or money orders for online purchases.

If you would like to more information regarding these payment options, contact us at 877-925-4305.

Can I pay with two or more credit cards?

Yes. Call us Monday through Friday 8:30am to 7pm EST at 877-925-4305 to make a purchase with multiple gift cards or credit cards.

Why am I being charged tax on my order?

Sales tax is applied to your order based on the delivery state in the US. The total tax amount will be visible in the checkout.

For more information, please contact us at 877-925-4305 or email customercare@lagos.com.

When will my purchase process on my credit card?

Credit Cards:
The total amount of your order is allocated at the time your card is approved, although payment does not occur until the order ships.

Debit Cards:
Payment is deducted from your account at the time your card is approved.

How do I use my LAGOS gift card?

Enter the gift card number on the right side of the page at any point during checkout and click APPLY. Gift cards may be redeemed on LAGOS.com. They are not redeemable at any LAGOS retailers; such as Neiman Marcus, Nordstrom, or Bloomingdale’s. They are not redeemable for cash or credit except where required by law. To check your balance, go to our Gift Card Balance Page. LAGOS is not responsible for lost or stolen gift cards.

Why am I unable to use my gift card?

Check your balance on our Gift Card Balance Page. Ensure your gift card is a LAGOS.com issued gift card. If you are unable to view your balance contact us at 877-925-4305 or email customercare@lagos.com.

How do I check my gift card balance?

You may check your balance on our Gift Card Balance Page. You can also check your balance by contacting customer care at 877-925-4305 or by emailing customercare@lagos.com.

Shipping, Returns & Exchanges

How do I know when my order is arriving?

Your order confirmation will be sent to the email address provided at check out. You may also view your order status by logging into My Account.

How do I return my online order?

You may return your order within 90 days of the original invoice date using the postage-paid, pre-printed return label that comes with your order. Include the Returns & Exchanges Form on the back page of the receipt sent with your order or print a new RETURNS & EXCHANGES FORM. Please note: Engraved or custom items are final sale and may not be exchanged or returned.

How do I exchange my online order?

You may exchange your order within 90 days of the original invoice date using the postage-paid, pre-printed return label that comes with your order. Include the Returns & Exchanges Form on the back page of the receipt sent with your order or use the RETURNS & EXCHANGES FORM. Please note: Engraved or custom items are final sale and may not be exchanged or returned.

How do I ship internationally?

In key countries around the world, LAGOS now ships internationally. For more information, visit our international shipping page.

Sizing / Alterations & Repairs

How do I resize my order?

LAGOS jewelry can be customized for a minimal alteration fee. Because resizing is done by our artisans, the lead-time can be approximately 1 to 3 weeks. Depending on the complexity of the alteration, it may require additional time. Our customer care team will be happy to assist you at 877-925-4305 or customercare@lagos.com.

How do I estimate the cost of a repair?

Here is our COST ESTIMATE information for general repairs.

How do I send my jewelry in for repair?

Complete the SERVICE REQUEST FORM. Be sure to insure your jewelry when shipping to the LAGOS Service Department. After your request is processed, we will contact you with an estimate before proceeding with any repairs.

About Our Site

How do I update my email address?

You can update your email address by going to the My Account page and clicking EDIT under the Profile tab.

How do I change my password?

You can reset your password by going to the My Account page and clicking the Change Password option.

Why can’t I log in to my account?

If your account was created before February 15, 2021, you will need to reset your password using the email that was sent to you. If you do not have a copy of this email, please contact customercare@lagos.com.

If your account was created after February 15, 2020, you can retrieve your account information by clicking ‘Forgot your password?’ on the Sign In page.
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