FAQ

What is a Char and Lu dog necklace?

Char and Lu dog necklaces are handmade decorative accessories designed to add personality to your dog's look.

They are not walking collars, restraint devices, or leash-attachment products. Never attach a leash to a Char and Lu necklace, and supervise your dog while wearing one.

For complete guidance, see our Safety & Use page.

How do I choose the right size?

Start with a collar your dog already wears comfortably. Lay it flat and measure it from end to end, excluding the buckle.

Compare that measurement with our Char and Lu sizes. If your dog falls between sizes, size up for comfort.

See our Size Guide for measurements and illustrated instructions.

What sizes do you offer?

Char and Lu Signature dog necklaces are available in:

XS — 10–13 inches
S — 13–15 inches
M — 16–17 inches
L — 18–20 inches
XL — 20+ inches

Can I add my dog's name?

Yes. Signature necklaces can be ordered with the original no-name design or personalized with your pet's name for $5 more.

Choose Add name +$5 on the product page and enter the name exactly as you'd like it made.

How long can the personalized name be?

Pet names can be up to 10 characters.

We accept letters, spaces, hyphens, and apostrophes. Emojis and unusual symbols aren't supported.

Please double-check spelling before placing your order. Personalized necklaces are made using the name you submit.

Are Char and Lu necklaces handmade?

Yes. Each Char and Lu necklace is handmade to order after you purchase it.

Small differences in bead placement or appearance may occur from piece to piece. That's part of the handmade nature of the product.

How long will my order take to make?

Please allow 3–5 business days for us to make and prepare your necklace for shipment.

Personalized orders may require the full processing window.

Processing time is separate from shipping transit time.

Where do you ship?

Char and Lu currently ships within the United States.

Shipping options and charges are shown at checkout. See our Shipping Policy for complete details.

Can I return my necklace?

Non-personalized Char and Lu necklaces may be returned within 30 days of delivery if they meet the conditions in our Return and Refund Policy.

Because personalized necklaces are made specifically for your pet, they are generally final sale, except when an item arrives damaged, defective, or different from what you ordered.

See our Return and Refund Policy for complete details.

What if I order the wrong size?

For a non-personalized necklace, you may return the original necklace within the applicable return period and place an order for the correct size.

Personalized necklaces can't be returned because of an incorrect size selection unless Char and Lu made the product incorrectly.

We strongly recommend checking our Size Guide before ordering.

What if Char and Lu makes a mistake with my personalization?

If we make an error in your personalization, we'll make it right.

Please contact support@charandlu.com with your order number and, when possible, a photo showing the issue.

How do I clean my Char and Lu necklace?

Rinse with warm water, add a small amount of mild soap, wipe clean, and allow the necklace to air dry completely.

Do not machine wash or tumble dry.

Inspect the necklace for wear or damage before returning it to your dog.

Can my dog wear the necklace all the time?

No. Char and Lu necklaces should be worn under supervision.

Remove the necklace when your dog is unattended or when it could become caught or snagged, including during crating or rough play. Remove it immediately if your dog attempts to chew it or if you notice damaged or loose components.

See Safety & Use for full instructions.

Can I attach my dog's leash to the necklace?

No. Never attach a leash, lead, tether, or other pulling device to a Char and Lu necklace.

Use a properly designed walking collar or harness separately.

Are Char and Lu necklaces for cats?

Not currently.

Our current necklaces are designed for dogs and aren't designed or tested as cat collars or cat safety equipment. Please don't use a Char and Lu dog necklace as a cat collar.