Return Policy
At Lelay Luisa, we take great pride in the quality and craftsmanship of our jewelry. If you are not completely satisfied with your purchase, we are here to help. Please review our return policy below for details on how to return or exchange your item.
1. Eligibility for Returns
- Standard Items: We accept returns on standard, non-customized items within 30 days of the original purchase date. The item must be unused, unworn, and in its original packaging with all tags and labels attached.
- Customized & Personalized Items: Due to the unique nature of customized and personalized jewelry (e.g., engraved pieces, custom-made items), these items are not eligible for returns or exchanges unless they are defective or damaged upon arrival.
2. Return Process
To initiate a return, please follow these steps:
- Contact Us: Email us at partnership@lelayluisa.co or call us at +442080401787 with your order number, the reason for the return, and any relevant photos (if applicable). Our customer support team will guide you through the return process.
- Packaging: Ensure the item is securely packaged in its original packaging to prevent any damage during transit.
- Shipping: Once your return is approved, we will provide you with a return shipping address. Please note that customers are responsible for return shipping costs unless the item was received damaged or defective.
3. Condition of Returned Items
- Returned items must be in their original, unused condition with all original packaging, tags, and documentation. Any item that has been worn, altered, or damaged may not be eligible for a refund or exchange.
- Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
- If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 3-5 business days. Please note that original shipping costs are non-refundable.
- If you wish to exchange an item for a different size, color, or style, please contact us at partnership@lelayluisa.co or +442080401787. Exchanges are subject to item availability. If the desired item is not available, you may choose to receive a refund or store credit.
- In the rare event that you receive a damaged or defective item, please contact us immediately at partnership@lelayluisa.co with photos and a description of the issue. We will arrange for a return or exchange at no additional cost to you.
7. Final Sale Items
- Please note that items marked as "Final Sale" or "Clearance" are not eligible for return or exchange unless they arrive damaged or defective.
- If the item was marked as a gift when purchased and shipped directly to you, you may receive a gift credit for the value of your return. Once the returned item is received and approved, a gift certificate will be mailed to you.