Refund policy

I have a 30-day return policy for in stock items (not for made to order), which means you have 30 days after receiving your item to request a return. The shipping costs are on your own charge, except in the case that we sent a wrong or damaged or flawed piece (sorry in advance, hope it won't ever happen). 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at louenjewelry@gmail.com. Please note that returns will need to be sent to the following address: Viale Santa Margherita 20, 52100 Arezzo, Italia. 

If we made a mistake and your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at louenjewelry@gmail.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, this includes bespoke jewelry, pieces made with precious stones or made of 18ct or 14ct Gold. Those gold orders are especially made for you, and unless they are not damaged, they final sale and cannot be exchanged or returned. We recommend placing an order in silver first to ensure the size and design are perfect for you. Then, the silver piece can be exchanged & applied to your solid gold version.

 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at louenjewelry@gmail.com.