Return & Exchanges

Q: “Which products are not eligible to be returned?”

1、Products ordered outside of the 30-day return policy 
2、Products that have been intentionally altered or damaged 
3、Final-sale items, such as personalized and customized fine jewelry with photos or engravings, as well as other non-inventory products that are specially customized for you based on the photos and creative ideas you provide

5、if the tag has been damaged or removed
6、Customized products do not support returns

 

Q: “How much will it cost to return my item(s)? ”

If you are not satisfied with the jewelry, you can return it for free within 30 days.There is no listing fee for the products, but you need to bear the shipping cost yourself.

 

Q: “How should I package my return? ”

1、All returned items must be in complete, unused, and original condition. Returns must include the original packaging,certification (where applicable), proof of purchase, and a Return Merchandise Authorization (RMA) number.
2、Returned items must show no signs of use, wear, or abuse. 
3、Once you initiate your return, you will receive a Return Merchandise 
Authorization (RMA) number. Returns must include an RMA number on the outside of the package and the invoice/packing slip inside the package to be received and processed.

 

Q: “Do I need to return the free gift I received as part of a promotion?”

If you received a free gift with your purchase, the gift must be returned along with the item you purchased. Failure to return the free gift will result in the full retail value of the gift being deducted from the amount refunded to you. If the returned product does not meet the above requirements, we will not process your return, and we do not guarantee that we will send the non-returnable/non-refundable product back to you. 

 

Q: “I need assistance with a return. Who do I contact? ”

 If you need additional assistance with your return, please contact our customer service department at liorajewel99@gmail.com live chat, or  WhatsApp: +852 6755 8384. Customer service hours are Monday to Friday from 9:00 a.m. to 6:00 p.m. Hong Kong time, excluding holidays.

 

Q: “What if I don't want the order after placing it?”

If you need to cancel your order, please contact us as soon as possible. Send us an email at liorajewel99@gmail.com, Cancellation requests must be submitted within 24 hours after placing the order. Our artisans will start production immediately after you place the order. Any cancellation request made after 24 hours will be considered a "return", and all return policies will apply.

 

Q: “How do I request an RMA number for an international return? ”

To request an international Return Merchandise Authorization (RMA) number, please email liorajewel99@gmail.com and include your order number, product SKU, and the reason for the return.

 

Q: “How will my refund be processed? ”

If your item is eligible for a return, we will issue your refund using the same method as the original payment.

 

Q: “How long will it take to be issued a credit for my return? ”

After you have initiated a return, please allow approximately 7-10 business days for the refund process to be completed. This wait time will start on the first business day after your return has been received.

 

Q: “How will I know my refund has been processed? ”

You will receive an email confirmation once your refund has been processed.