RETURNS

General

Once you have placed an order for a ring which is made to order, we will get in touch with you to confirm the details such as the required size. You will have 24 hours from placing your order to cancel it for a full refund.

Our returns policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange (see below for exceptions).

To be eligible for a return, your item must be unused and in the same condition that you received it, including all relevant paperwork (such as GIA/IGI certificate, if applicable). It must also be in the original packaging.

As our products are handcrafted, all returns will incur a 10% restocking fee. If the returned piece requires further work such as cleaning or repairs, we will charge a higher restocking fee depending on the amount of work required.

If you wish to exchange your piece, we will apply the full amount of your original purchase to a new purchase of equal or greater value.

To complete your return, we require a receipt or proof of purchase.

If you purchased our product from one of our stockists, please return the item to them.

 

Non-returnable items:

  • Gift cards
  • Downloadable software products
  • Some health and personal care items
  • Earrings
  • Customised items

 

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

 

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at customerservice@lelya.co.uk.

 

Sale items

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged with the exception of one resizing free of charge. If you need to exchange it for the same item, send us an email at customerservice@lelya.co.uk and we will provide you with the shipping details.

 

Resizing

Our current timeline for resizing requests is 3 to 4 weeks from the time we receive your ring.

Ring sizing is not universal. We strongly suggest that you capture your size with our free ring sizer.

 

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

 

Repairs

Our current timeline for repairs is 4 to 6 weeks from the time we receive your ring.

We understand that things happen and fine jewellery is delicate. There are things you can do to prevent common accidents: don’t clean, shower, sleep, exercise, or swim with your jewellery on.

We stand by our work, and we want to take care of you and the products you purchase from us. We offer a generous limited lifetime warranty on all of our pieces. If your jewellery requires a repair, please fill out this form and ship your ring back to us.

Please note that clients are responsible for shipping costs both ways. If you aren’t sure if your repair is included in our warranty terms, please email us and our friendly team of customer service will be happy to help you choose the best next steps.

If your piece indeed needs a repair, our jeweller will evaluate it, and will send you a “Repair Intake Form” before we start working on it. The form will include all details of current state of your jewellery and the repairs that we recommend you undertake.

If work needs to be done that goes beyond what the warranty covers, we’ll let you know.

NOTE: We can’t guarantee the replacement of limited-edition or one-of-a-kind stones, but we’ll do our best to provide an alternative stone that matches with similar measurements and quality.

Shipping

To return your product, email us at customerservice@lelya.co.uk.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

We don’t guarantee that we will receive your returned item. Please used Signed For or Courier Service that allows tracking.

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