Return & Exchanges

RETURN & EXCHANGE POLICY

HOW DO I START THE RETURN * EXCHANGE PROCESS?

If you wish to return or exchange your product, please follow these instructions. All returns will be credited with an E-Gift card. Items may be exchanged. No refunds will be provided.

Please email us at returns@lolacompany.com (subject line: RMA) to request a Return Authorization Number within 15 days of the purchase date. Please specify which product you are interested in returning or exchanging and the reason. We welcome your feedback!

WHAT IS YOUR RETURN & EXCHANGE POLICY?

LOLA & Company warrants all jewelry against defects in materials and workmanship under ordinary consumer use for a period of ONE (1) YEAR from the date of original retail purchase.

LOLA & Company will, at its option, to the extent permitted by law, either (i) repair the product at LOLA’s expense; or (ii) replace the product with a new product that is equivalent to the product that is to be replaced.

Once the return or exchange is approved, we will accept the piece(s) up to 15 days after the RMA is given to you. If you do not return your product with an RMA number we will not process it for exchange or credit. ALL RMA NUMBERS must be noted on the outside of the box or envelope your item is being returned in. Any packages without an RMA number noted on the outside will be returned to sender.

To be eligible for a return or exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

All returns and exchanges must be accompanied by a copy of your Sales Receipt. Please include your RMA # on your sales receipt, your contact information, as well as note what you would like to exchange your item for.

All LAST CALL sale and discounted items are final (non-refundable nor exchangeable).

ARE RETURNS & EXCHANGES FREE?

You will be responsible for paying for your own shipping costs for returning or exchanging your item. Shipping costs are non-refundable.  Once LOLA has received your exchange, please allow up to 7 days for your credit or exchange to be processed. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We can’t guarantee that we will receive your returned item.

HOW LONG DOES IT TAKE FOR ME TO RECEIVE MY EXCHANGE OR E-GIFT CARD?

Once your item is returned and inspected, your exchange or credit will be processed within 5-7 days.

E-Gift cards will be emailed to the email address noted on the sales receipt.

WHAT CAN I NOT RETURN?

All jewelry must remain unworn and in the original packaging. If an item has any wear & tear or scratches prior to or during transit, it will not be accepted.

Health and Hygiene Laws restrict the return of earrings; therefore, we can’t accept returns and exchanges of any earrings.

DAMAGED JEWELRY

WHAT IF I RECEIVE DAMAGED JEWELRY?

If you received a defective or damaged item – we apologize in advance, and we will replace this piece as quickly as possible. LOLA wants all of our customers to be happy with their purchases. Occasionally, an item may be defective or have slight damage. We will always replace an item that is imperfect or damaged. Each one of these circumstances is carefully evaluated and we handle them on a case by case basis.

For any issues with cleaning or tarnishing of your sterling silver – please see LOLA’s cleaning instructions as this is a natural process.

 

SHIPPING ISSUES

I ENTERED THE WRONG SHIPPING ADDRESS, WHAT CAN I DO?

It is very important to add your correct shipping address when you place your order. If you enter the wrong shipping address contact us immediately at customerservice@lolacompany.com as soon as possible or within 1 hour of making your purchase.

We are unable to redirect orders once they have been dispatched, so please supply an address where you will be available to receive your order.

If we are unable to make the change, you will be responsible for receiving the parcel at the address you entered originally. LOLA & Company takes no responsibility for goods lost due to incorrect shipping details.

WHAT IF MY PACKAGE WAS RETURNED TO SENDER? 

If for any reason your package is returned to us we will re-shipped to you. However, the reshipping may be at an extra cost depending on the reason it was returned to us.

WHAT IF MY JEWELRY GETS LOST IN THE MAIL?

LOLA & Company ships all orders using USPS Priority Mail which provides tracking information. We suggest you do the same when sending your items back to us. We are not responsible for items that are lost or damaged during transit.

WHAT ABOUT GIFT RETURNS?

If you have received a gift that was purchased from the LOLA & Company website or our store Love Shack on Nantucket we will allow you to return it for exchange or credit. If it was purchased at one of our retailers you will need to return it to that store. Please include a copy of your gift receipt when returning or exchanging your items. Gift recipients are able to receive a nonrefundable merchandise credit or exchange once the return has been approved by the team at LOLA & Company.