Frequently Asked Questions

Browse our collections, add pieces to your cart, and proceed to checkout. We accept all major credit cards, PayPal, and Apple Pay. You will receive an order confirmation by email immediately, and a separate shipping confirmation with tracking once your piece is dispatched.

Visa, Mastercard, American Express, JCB, UnionPay, PayPal, Apple Pay, and Google Pay. All transactions are encrypted end-to-end and processed by Stripe or PayPal. We never see or store your full card number.

You may modify or cancel your order within 2 hours of placement, before studio preparation begins. Email care@thewulab.com with your order number — we usually respond within minutes during business hours. After dispatch, we can only assist with damaged, defective, or incorrect items under our damage-claim process.

Every order arrives in our signature velvet box and outer presentation case at no extra cost. At checkout you can add a handwritten card with up to 200 characters; for engraved cards or wax-seal envelopes, please email concierge@thewulab.com before placing your order.

Both are fully encrypted and protect your card details equally. Stripe processes most international cards directly with the lowest currency-conversion overhead — choose Stripe if you have a credit / debit card from any region. Choose PayPal if you prefer to pay from a PayPal balance, link to your PayPal-stored cards, or want PayPal Buyer Protection. We never store your card or PayPal credentials on our servers.

Every marketing email includes an "unsubscribe" link in the footer — one click and you are off the list. Transactional emails (order confirmation, shipping, and damage-claim updates) cannot be unsubscribed from while you have an active order, as they are required to keep you informed. To delete your account entirely, email privacy@thewulab.com.

Orders are usually prepared within 2–3 business days. Standard shipping then takes 7–14 business days; express shipping takes 3–5 business days. International orders may take longer depending on customs clearance.

Yes — eligible orders over USD 100 receive complimentary shipping where carrier service is available. Orders below this threshold, remote areas, restricted destinations, or special handling needs may show a regional shipping fee at checkout.

Customs duties and import taxes (when applicable) are the responsibility of the recipient and follow each country's regulations. We declare full retail value as required by international shipping law. For high-value orders to specific regions, we can advise on expected duty levels — please email concierge@thewulab.com.

Once dispatched, you will receive an email containing your unique tracking number and a link to the carrier's tracking page. You can also reply to the dispatch email anytime if you need help locating your parcel.

Yes — please add 3–5 business days during Lunar New Year (Jan / Feb), Mid-Autumn Festival, US Thanksgiving / Black Friday, Christmas, and major shipping-carrier strikes. We will email you proactively if your specific order is affected. For time-sensitive gifts we recommend ordering at least 14 business days before the date.

Every order is insured for the full retail value at no extra cost. If your parcel is lost, stolen, or damaged in transit, email care@thewulab.com within 7 days of the carrier's "delivered" status (or expected delivery date if not delivered) and we will arrange a free replacement or full refund.

We do not accept returns or exchanges for change of mind, personal preference, size choice, or natural material variation. If your piece arrives damaged, defective, or incorrect, contact care@thewulab.com within 7 days of delivery so our team can review the issue.

Email care@thewulab.com before wearing the piece. Include your order number, photos of the parcel packaging, and clear photos or video of the damaged, defective, or incorrect item. We reply within 24 business hours and may arrange repair, replacement, store credit, or refund after review.

For an approved international damage or incorrect-item claim, we may ask for photos only, arrange a replacement, or provide a prepaid label if the item must be inspected. If we require a send-back, we provide customs paperwork marked for claim review or returned goods where appropriate. Import duties already paid are controlled by local customs authorities, but we can provide the documents needed for your request.

Wrap a soft tape measure or a strip of paper around your wrist just above the wrist bone, where you would normally wear a bracelet. Note the measurement in centimeters; we recommend adding 1.5 cm for a comfort fit, or up to 2.5 cm for a relaxed drape. Most adult wrists fall between 14–18 cm.

We offer 6 mm, 8 mm, 10 mm, and 12 mm. As a guide: 6 mm is delicate — ideal for stacking and slim wrists. 8 mm is the most popular all-around choice. 10–12 mm creates a more substantial, statement piece. Our DIY designer suggests a bead count automatically based on your wrist size and chosen diameter.

For stretch beaded pieces we offer one complimentary resizing within 30 days of delivery. For metal cuffs and rings, please email care@thewulab.com — if the design allows, we will guide you through a send-in resizing service. This is a resizing service, not a change-of-mind return.

It should slip onto the wrist with mild effort and rest with about a finger's width of slack when relaxed. Too tight stretches the inner cord prematurely; too loose risks catching on doorways and clothing. If your piece feels tight straight from the box, hold it for a few minutes — slight body warmth softens the elastic to its working state.

Wipe gently with the soft cloth provided in your packaging. Avoid contact with water, perfumes, lotions, and household chemicals — these can dull metal finishes and weaken stretch cords over time. Remove your jewelry before swimming, showering, or sleeping.

For traditional energy cleansing, place your piece on a windowsill under the full moon for one night, once a month. Alternatively, lay it on a bed of dry sea salt for several hours (avoid direct salt contact for soft stones such as turquoise and pearl). Sage smoke and singing bowl resonance are also widely used.

Yes. We offer a complimentary re-stringing service for the lifetime of any stretch beaded piece purchased from The Wu Lab. Email care@thewulab.com with your order number; you cover the cost of return shipping, we cover the restringing and outbound shipping back.

Yes. We offer complimentary polishing and minor repair (clasp replacement, prong tightening) within the first year. After one year, repairs are quoted on a case-by-case basis. For repair requests, email care@thewulab.com with photos and your order number.

Store each piece individually in the velvet pouch provided, in a dry environment away from direct sunlight. Avoid stacking different metals in the same compartment to prevent micro-scratches. For long-term storage, an anti-tarnish strip is recommended for silver pieces.

The Wu Lab combines BaZi, the Five Elements, energy aesthetics, intention setting, and fine jewelry design. We help you choose a personal talisman based on elemental structure, material symbolism, and daily ritual rather than trend alone.

No. We never promise guaranteed luck, wealth, healing, or destiny change. Jewelry can be a cultural reference, a psychological anchor, and a daily reminder of your intention, but it cannot replace effort, care, or professional advice.

BaZi, literally "Eight Characters," is a traditional Chinese analytical framework that maps your birth moment onto Heavenly Stems and Earthly Branches to describe your innate elemental composition. We present BaZi as a cultural reference framework — not a predictive tool. Many find it a useful lens for self-understanding; we make no medical, financial, or fortune-telling claims.

Visit our Destiny Analysis page, enter your full date and time of birth, and submit. The system calculates your Five Element profile in seconds, identifies your strongest and weakest elements, and recommends jewelry whose traditional associations complement your composition. Your result is stored locally for use in our DIY designer.

Yes. Your birth information is processed locally in your browser and used solely to generate your personal Five Element report. We do not store, share, or sell birth data to third parties. You can clear your saved chart anytime from the Destiny Analysis page.

Always use the local civil time of your place of birth (the wall-clock time stated on your birth certificate). Our system asks for your birth city to apply the correct historical solar-time correction; this matters because traditional BaZi is based on true solar time at the longitude of birth, which can differ from civil time by up to ±30 minutes. If your hour of birth is borderline (e.g. close to a Branch boundary like 22:59), the location data is what makes the result reliable.

A wearing ritual is a simple practice: name an intention, put on the piece with attention, and use the material as a quiet reminder during the day. It is personal, optional, and non-medical.

We select natural materials and inspect them for quality, appearance, and suitability before production. Product pages describe the listed material and its traditional Five Element reference where relevant.

Our fine jewelry is crafted in solid 14k or 18k gold, sterling silver (S925), and occasionally platinum upon request. We do not use plated metals in our main collections. Hypoallergenic finishes are available for sensitive skin — please note in your order.

Yes. For pieces beyond the DIY designer — bespoke engagement rings, family heirloom restorations, or commemorative engravings — please contact concierge@thewulab.com. Lead time is typically 4–8 weeks, with two video consultation rounds included.

Yes. Material names, product details, and traditional Five Element references are shown on the product page where relevant. If you need clarification about a specific material, our support team can review the product listing with you before purchase.

Every natural stone is unique — that is part of the value, not a flaw. Two pieces from the same gemstone family will share the family character but never be identical: inclusions, banding, depth of color, and luminosity all vary stone to stone. Studio photography is colour-corrected on a calibrated screen, which may differ slightly from your home lighting. Natural variation is not a return reason; only damaged, defective, or incorrect items are eligible for review.