Refund policy
RETURNS POLICY
What is your returns policy?
We have a 14-day return policy, meaning you have 14 days after receiving your item to request a return or an exchange (excluding earrings which due to hygiene reasons are non-refundable unless faulty).
To be eligible for a refund, 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 contact@lapislondon.com and we will send you instructions on where to send your package. Please provide the below information with your return request:
- Your order number
- Your name
- Your reason for wanting a return/exchange
- If returning due damage or a fault, please provide a photo of the fault/damage
- Whether you want a return or an exchange, and if an exchange - what product you would like instead.
Please note, the postage cost for a return is paid by the customer, unless item is faulty, in which case we will cover the cost and arrange collection. The refund amount will exclude the original postage fees, unless item is faulty. We recommend using a trackable method (such as Royal Mail recorded delivery) to ensure we receive it, we cannot be held responsible for returns that are lost in transit. Once your return is received back with us and inspected, we will send you an email to notify you that we have received your returned item and what happens next.
You can always contact us for any return question at contact@lapislondon.com.
My item has arrived damaged, what should I do?
Please inspect your order upon receipt 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.
How can I exchange an Item?
The fastest way exchange an item is to arrange a return for the item you have, and once the return is accepted, make a separate purchase for the new item. You have 14 days after receiving your order in which to request an exchange.
How does the refund process work?
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 (minus postage fees) 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 contact@lapislondon.com.
Warranty
Our jewellery pieces come with a 6-month warranty as standard. This covers manufacturing faults, such as faulty clasps on chains and loose earring posts. In these instances, we can repair or replace the item. The 6-month warranty is void if damage is caused by customer misuse and not caring for the item appropriately. Such as exposure to chemicals (perfume, suntan cream etc), water, heat and inappropriate storage, or is simply due to general wear and tear. Tarnishing or discolouration are not faults but natural reactions that are sped up through inappropriate care. Any damage to any items that exceed 6 months cannot be repaired or replaced. Proof of purchase must be provided.