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Refund policy
At Lilou Voigt, we take pride in creating high-quality jewellery designed to last and inspire. Each piece is crafted with care and attention to detail. If, however, you are not fully satisfied with your purchase, we are here to assist you.
Returns
You may request a return within 14 days of receiving your order.
To be eligible for a return:
- The item must be unused, unworn, and in its original condition
- All original packaging, including boxes and certificates, must be included
- Proof of purchase (order confirmation or receipt) is required
Please note that the following items are non-returnable:
- Personalised or bespoke jewellery
- Items purchased on final sale or promotion
- Earrings (for hygiene reasons), unless faulty
Return Process
To initiate a return, please contact us at: info@lilouvoigt.com
Include your order number and reason for return. Once approved, you will receive instructions on how to return your item.
Customers are responsible for return shipping costs, unless the item is defective or incorrect.
We recommend using a tracked and insured shipping service, as Lilou Voigt is not responsible for items lost or damaged during return transit.
Refunds
Once your return is received and inspected, we will notify you of the approval status.
If approved:
- Refunds will be processed to your original payment method
- Please allow 5 - 10 business days for the refund to appear, depending on your bank or payment provider
Shipping costs are non-refundable, unless the return is due to our error.
Exchanges
We currently offer exchanges only for:
- Defective items
- Incorrect items received
If you need an exchange, please contact us within 48 hours of receiving your order.
Damaged or Faulty Items
If your item arrives damaged or faulty, please contact us within 48 hours with:
- Photos of the item
- Your order number
We will resolve the issue promptly with a replacement or refund.
Late or Missing Refunds
If you haven’t received your refund yet:
- Check your bank account again
- Contact your payment provider, as processing times may vary
If the issue persists, please contact us at: info@lilouvoigt.com
Contact Us
For any questions regarding returns or refunds, please contact