30-Day Return & Exchange Policy

We want you to feel comfortable and confident when shopping at LiliZR, that’s why we offer a 30-day return & exchange policy. If for any reason you’re not satisfied with your purchase, you may return or exchange the unused item in its original condition as long as you contact us within 30 days from the delivery date.

Can I cancel my order?

If you’ve changed your mind and would like to cancel your order we ask that you notify us within 24 hours so we can alert our jeweller, any cancellations after 24 hrs will incur a corresponding material and processing fee. Please refer to below details:

  1. If the cancellation is made less than 24 hours after order was placed, there would be no cancellation fee.
  2. If the cancellation is made 24 hours after order was placed, there would be a $20 cancellation fee.

Please note that we CANNOT cancel orders which have been shipped out. Therefore, please wait for your package to arrive and you may either keep it or contact us to return for refund. Please DO NOT refuse the delivery as the undelivered package will be destroyed by the third-party logistics.

What’s your return and exchange policy?

  1. Items returned without authorization will not be accepted.
  2. The time frame for return & exchange must not exceed 30 days from when the original order was received.
  3. All items must be returned in their original condition, without scratches or signs of wear, and must not be resized or altered in any way.
  4. When returning or exchanging items, customers must use a shipping method that has tracking on it. Returns or exchanges with no tracking will not be processed.
  5. For return, any promotional gifts received must be included with the returned items. Otherwise, the retail price of the promotional gift will be deducted from the refund.

Note: Please do not send your return to the address on your package. That is not our return address and will affect the processing of your return.

Non-Refundable Items

  1. Final Sale items are not eligible for refund, exchange or resize.
  2.  “Design your own” items, the stone color, metal, and chain length, etc. chosen based on your personal preference are non-refundable. LiliZR will charge a 35% restocking fee for the exchange of these items.
  3. Personalized items with “engravings” and “photos”, such as rings, necklaces and bracelets, are non-refundable. LiliZR will charge a 35% restocking fee for the exchange of the personalized items.
  4. Special order items such as those with custom sizes and colors are not refundable. (Custom sizes are those that charge extra $20). LiliZR will charge a 35% restocking fee for the exchange of the special items.
  5. Items without jewelry tag or that have been worn, damaged or altered are not refundable, and will be returned to the customer at their expense.
  6. Items that were worn, or sent to you as Replacement/Exchange are not refundable.

How do I start an online return?

Step 1 Initiate your return/exchange

e-mail us at [email protected] and let us know your order number. Our customer service representatives determine eligibility for refunds and exchanges and then a “Return & Exchange” authorization will be sent to you.

Step 2 Ship product back

Once our customer service has approved your request and provided our return/exchange address to you, please initiate the return/exchange within 7 days by following our instructions. It’s better to use the shipping method providing tracking information as well as a signature, so delivery can be confirmed. If the item to be returned/exchanged is shipped without a tracking number, the customer will be liable once the item is lost by the carrier and no refund will be issued.

Step 3 Refund or exchange

When we receive your return, we will inspect the item in 3-5 working days and then provide a replacement for an exchange or issue a refund.


When will I receive my refund?

Returns will be processed within 5 days upon receiving your package. The refund will be issued to your original payment account or in the form of store credit as you requested.

Please Note:

* If you want the refund to be issued to your original payment account, please contact one of Lilizr representatives to get an authorization.

* The shipping rate before discount will apply and is non-refundable. Although you may have enjoyed free or undervalued shipping, we do incur the original cost of shipping for every order. Therefore, we do not refund our original shipping cost.

Lilizr will reimburse customer $10 as the return shipping fee via store credit under the following circumstances.

  1. Customer received the wrong item.
  2. The item is broken, defective, or has an incorrect engraving. (For broken or defective items, customers must contact LiliZR within 48 hours of receiving their order.)

Lilizr will charge a 35% restocking fee for the return or exchange of the below items.

  1. Items that are customized with 10K white gold/10K rose gold/10K gold.
  2. Items that are customized with14K white gold/14K rose gold/14K gold.
  3. Items that are customized with18K white gold/18K rose gold/18K gold.
  4. Items that are customized with moissanite stones.
  5. Returning multiple items (≥ 3 pieces) from the same order, you will be charged a 35% restocking fee for each item returned.

 

lilizr.com reserves the right to make any amendments to this policy at any time. Notification of any changes will be published on this page. If you have any inquiries regarding cancellations or any of our other policies please Contact our Customer Service Representatives.

  • Can I cancel my order?
  • What's your return and exchange policy?
  • How do I start an online return?
  • When will I receive my refund?

If you’ve changed your mind and would like to cancel your order we ask that you notify us within 24 hours so we can alert our jeweller, any cancellations after 24 hrs will incur a corresponding material and processing fee. Please refer to below details:

  1. If the cancellation is made less than 24 hours after order was placed, there would be no cancellation fee.
  2. If the cancellation is made 24 hours after order was placed, there would be a $20 cancellation fee.

Please note that we CANNOT cancel orders which have been shipped out. Therefore, please wait for your package to arrive and you may either keep it or contact us to return for refund. Please DO NOT refuse the delivery as the undelivered package will be destroyed by the third-party logistics.

  1. Items returned without authorization will not be accepted.
  2. The time frame for return & exchange must not exceed 30 days from when the original order was received.
  3. All items must be returned in their original condition, without scratches or signs of wear, and must not be resized or altered in any way.
  4. When returning or exchanging items, customers must use a shipping method that has tracking on it. Returns or exchanges with no tracking will not be processed.
  5. For return, any promotional gifts received must be included with the returned items. Otherwise, the retail price of the promotional gift will be deducted from the refund.

Note: Please do not send your return to the address on your package. That is not our return address and will affect the processing of your return.

Non-Refundable Items

  1. Final Sale items are not eligible for refund, exchange or resize.
  2.  "Design your own" items, the stone color, metal, and chain length, etc. chosen based on your personal preference are non-refundable. LiliZR will charge a 35% restocking fee for the exchange of these items.
  3. Personalized items with “engravings” and “photos”, such as rings, necklaces and bracelets, are non-refundable. LiliZR will charge a 35% restocking fee for the exchange of the personalized items.
  4. Special order items such as those with custom sizes and colors are not refundable. (Custom sizes are those that charge extra $20). LiliZR will charge a 35% restocking fee for the exchange of the special items.
  5. Items without jewelry tag or that have been worn, damaged or altered are not refundable, and will be returned to the customer at their expense.
  6. Items that were worn, or sent to you as Replacement/Exchange are not refundable.

Step 1 Initiate your return/exchange

e-mail us at [email protected] and let us know your order number. Our customer service representatives determine eligibility for refunds and exchanges and then a “Return & Exchange” authorization will be sent to you.

Step 2 Ship product back

Once our customer service has approved your request and provided our return/exchange address to you, please initiate the return/exchange within 7 days by following our instructions. It's better to use the shipping method providing tracking information as well as a signature, so delivery can be confirmed. If the item to be returned/exchanged is shipped without a tracking number, the customer will be liable once the item is lost by the carrier and no refund will be issued.

Step 3 Refund or exchange

When we receive your return, we will inspect the item in 3-5 working days and then provide a replacement for an exchange or issue a refund.

Returns will be processed within 5 days upon receiving your package. The refund will be issued to your original payment account or in the form of store credit as you requested.

Please Note:

* If you want the refund to be issued to your original payment account, please contact one of Lilizr representatives to get an authorization.

* The shipping rate before discount will apply and is non-refundable. Although you may have enjoyed free or undervalued shipping, we do incur the original cost of shipping for every order. Therefore, we do not refund our original shipping cost.

Lilizr will reimburse customer $10 as the return shipping fee via store credit under the following circumstances.

  1. Customer received the wrong item.
  2. The item is broken, defective, or has an incorrect engraving. (For broken or defective items, customers must contact LiliZR within 48 hours of receiving their order.)

Lilizr will charge a 35% restocking fee for the return or exchange of the below items.

  1. Items that are customized with 10K white gold/10K rose gold/10K gold.
  2. Items that are customized with14K white gold/14K rose gold/14K gold.
  3. Items that are customized with18K white gold/18K rose gold/18K gold.
  4. Items that are customized with moissanite stones.
  5. Returning multiple items (≥ 3 pieces) from the same order, you will be charged a 35% restocking fee for each item returned.

 

lilizr.com reserves the right to make any amendments to this policy at any time. Notification of any changes will be published on this page. If you have any inquiries regarding cancellations or any of our other policies please Contact our Customer Service Representatives.

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