Please note that once an order is placed it is non-cancellable. If upon receipt, you wish to return the jewellery for any reason, you have fourteen (14) days from the date you received your order to follow the below steps. Please note we can only accept your return if your items are unworn and in immaculate condition with the jewellery pouch, box and certificate included in their original state. Bespoke jewellery or jewellery that has been resized on behalf of a client cannot be returned or exchanged.
Step 1 Please email us at firstname.lastname@example.org with your exchange or return request providing your name, home address, order number and phone number.
Step 2 We will respond to your return request within forty-eight (48) hours and provide you with a return address for your item.
Step 3 When packing your return, please ensure the pieces along with original packaging and certificate are in a sturdy box and follow the packing instructions below:
Please place the jewellery back in the Lola Fenhirst pouch and place the pouch in the presentation box along with bubble wrap or tissue paper for protection.
Then place the certificate of authenticity and presentation box with the safely packed jewellery in another small bag or pouch before placing in a sturdy box. Feel free to reuse the shipping box you have received your order in.
Please make sure that the jewellery and jewellery box are secure and will not move around in transit.
After everything has been packed make sure the package is securely sealed.
Step 4 We do not cover the cost of any return shipments and it is your responsibility to return the products to us safely. We recommend that you insure the return shipment and use a secure, trackable shipping method, that provides you with proof of sending as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them back.
Step 5 Once we have received the order back (within 14 days from date of delivery), it will be carefully inspected. Please note we have the right to refuse your return if the jewellery has not been returned in its original condition, if part of the packaging is missing (jewellery box and pouch) or if the products show any signs of wear.
Step 6 Once your return has passed our quality checks, we will refund you the price you paid for your order, less any duties and taxes covered by us when your order was sent to you. The same method you used to make payment within 30 days will be used. We will not be liable for any fee charged by your bank or financial institution on this refund and we will not refund the shipping costs.