Refund policy

Lisa and Oliver Jewellery – Returns & Refund Policy

We want you to love your jewelry — but if something isn’t quite right, we’re here to help.

Returns

Can I return my jewelry?
 Yes, you may return your order within 14 days of receiving it, as long as the item meets our return conditions.

Please note:
 – We do not offer free returns. Return shipping fees and handling costs are the responsibility of the customer.
 – All promotional items (including free gifts and discounted items as part of a bundle or sale including buy 1 and get 1 for FREE) are not eligible for return or refund.

Return Conditions

To qualify for a return, the following must apply:

  1. The jewelry must be unused, undamaged, and returned in its original condition and packaging.

  2. Any damage due to careless handling (e.g., dropped, scratched, or bent pieces) is not covered.

  3. For hygiene reasons, earrings and other body-contact jewelry must be unused or professionally cleaned prior to return.

  4. Items found to be defective or damaged upon arrival must be reported immediately.

  5. We reserve the right to refuse returns if we believe the item has been worn or misused.

  6. Approved returns will be processed within 7 business days after we receive and inspect the item.

How to Start a Return

If your item meets the above conditions:

  1. Email us at info@lisaandoliverjewellery.com

  2. Include the following in your email:

    • Your order number

    • Reason for return

    • Clear photo(s) of the item (especially if damaged)

    • Your full name and shipping address

⚠️ Please wait for our confirmation and the correct return address before shipping your item. Do not return it to the sender address on the package.

Cancellations & Right of Withdrawal

As we operate with an automated fulfillment system, orders are processed immediately. Because of this:

  • Cancellations are not possible once the item has been shipped.

  • If your order is already in transit, please wait until it arrives and request a return afterward.

Note: If you wish to cancel your order before it ships, please contact us immediately.
The legal cancellation period is 24 hours from the time of purchase (but bear in mind we do have an automatic processing system once an order is made.)

Refunds

Once we receive and inspect your return, refunds will be issued within 14 days via your original payment method.

Refunds do not include:

  • The original shipping cost

  • Return shipping fees

  • Any upgrade fees for express delivery (if selected)

  • Promotional or discounted items

Important Notes

  • All return shipments must be sent to our central warehouse in Asia, and the return shipping cost will be shouldered by the customer.

  • We strongly recommend using a trackable shipping service and sharing the shipping confirmation with us to avoid delays.