FAQs

Frequently Asked Questions (FAQ)

Welcome to the Ludpeak Help Center. Here you'll find answers to our most commonly asked questions about shopping with us. If you need further assistance, our customer support team is always here to help.

For the fastest service, please contact us at support@ludpeak.com and include your Order Number and the Email Address used on the order.

Ordering & Payments

Q: How do I apply a discount or promo code?
A: Applying your code is easy! Simply add your desired items to the cart and proceed to checkout.

  • On the checkout page, you will see a field labeled "Discount code" or "Gift card."

  • Enter your code and click "Apply."

  • The discount will be instantly reflected in your order total. You can then complete your purchase using your preferred payment method.

Q: What payment methods do you accept?
A: We offer secure and convenient payment options for your peace of mind:

  • Credit/Debit Cards: Visa, Mastercard, American Express, Discover, JCB.

  • Digital Wallets: PayPal, Apple Pay, Google Pay (where available).

  • All payments are processed through our encrypted, PCI-compliant payment gateway. We do not store your full card details on our servers.

Q: Is my payment information secure?
A: Absolutely. Security is our top priority. Our website uses SSL encryption, and all payment transactions are handled by trusted, secure payment processors. You can review our full security measures in our [Privacy Policy].

Q: Why was my payment declined?
A: Payment declines are usually handled by your bank or card issuer. Common reasons include:

  • Insufficient funds or reaching your credit limit.

  • Your bank's fraud protection measures temporarily blocking the international transaction.

  • Incorrect entry of card details (number, expiry date, CVC) or billing address.
    We recommend contacting your bank first, then trying an alternative payment method if the issue persists.

Shipping & Delivery

Q: Where do you ship from, and do you offer international shipping?
A: Yes, we ship worldwide! To support sustainability and efficiency, our curated accessories are shipped directly from our network of designers and crafting studios located in various regions globally. This allows us to offer you authentic pieces while reducing our carbon footprint.

Q: What are your shipping costs and processing times?
A: Please refer to our detailed [Shipping & Delivery Policy] for the most accurate and up-to-date information. In summary:

  • Processing Time: Orders are hand-packed and inspected within 2-5 business days.

  • Shipping Fee: A flat rate or calculated fee will be shown clearly at checkout. We occasionally run free shipping promotions.

  • Delivery Estimates: These vary by destination (e.g., 12-20 business days to the US/UK/EU). All times are estimates from the date of dispatch.

Q: How can I track my order?
A: Once your order is shipped, you will receive a shipping confirmation email containing your unique tracking number and a link. You can use this number on the carrier's website or universal tracking platforms like [17track.net] to follow its journey.

Q: My tracking hasn't updated in a while. Is this normal?
A: Yes, it can be. After the initial "Label Created" scan, it may take 24-72 hours for the next update as the package enters the carrier's network. International packages can also go several days without scanning while in transit between hubs. If it has been over 10 business days with no update, please contact us.

Q: Will all items from my order arrive in one package?
A: Not always. To ensure the fastest delivery, items from a single order may be shipped from different partner studios. You will receive separate tracking numbers for each package, all provided in your shipping email.

Order Modifications, Cancellations & Returns

Q: Can I change or cancel my order after placing it?
A: We start processing orders quickly to get your items to you. To request a change (address, item) or cancellation, you must email us at support@ludpeak.com within 24 hours of placing your order. We can only accommodate requests if the order has not yet entered the processing or shipping stage.

Q: What is your return policy?
A: We have a 30-day return policy from the date of delivery for unused, unworn items in their original packaging with all tags attached. Pierced earrings and personalized items cannot be returned for hygiene and customization reasons. Please see our full [Return & Refund Policy] for complete details, instructions, and any exceptions.

Q: How do I start a return or exchange?
A: Do not ship items back without authorization.

  1. Email support@ludpeak.com within 30 days of receiving your order.

  2. Include your order number and reason for return.

  3. We will provide a Return Authorization and instructions.

  4. Once we receive and inspect the return, your refund will be processed to the original payment method.

Post-Delivery & Product Care

Q: I received a damaged or defective item. What should I do?
A: We sincerely apologize. Please contact us immediately at support@ludpeak.com within 7 days of delivery. Include your order number and clear photos/videos showing the damage and the packaging. We will promptly arrange a replacement or refund.

Q: I received the wrong item.
A: We’re sorry for the error! Please email us at support@ludpeak.com with your order number and a photo of the item you received. We will resolve this for you as quickly as possible.

Q: How should I care for my Ludpeak jewelry?
A: To maintain the beauty of your pieces:

  • Store properly: Keep in a dry place, preferably in the original pouch or a jewelry box, to prevent tarnishing and scratches.

  • Avoid exposure: Remove jewelry before swimming, showering, exercising, or applying lotions/perfumes.

  • Clean gently: Use a soft, dry polishing cloth. Avoid harsh chemicals or ultrasonic cleaners unless specified for the material.

Account & Communication

Q: I didn't receive an order confirmation or tracking email.
A: First, please check your spam or junk mail folder. If it's not there, email us at support@ludpeak.com with the full name and email address used for the purchase, and we will resend all relevant information.

Q: How do I update my account information or newsletter preferences?
A: You can update your details by logging into your account on our website. To unsubscribe from marketing emails, click the "unsubscribe" link at the bottom of any promotional email you receive from us.

Q: Can I request a custom or personalized piece?
A: We occasionally offer limited personalization services. Please contact us at support@ludpeak.com with your idea, and our team will let you know current possibilities and timelines.

Still have questions?
We're here to help you find the perfect piece for your expression.

Contact Our Support Team:
Email: support@ludpeak.com
Company: PHILORN TECHNOLOGY CO., LIMITED
Address: RM 18 27/F HO KING COMM CTR  2-16 FA YUEN ST MONGKOK KL
Tel: +852 XXXX XXXX