Returns Policy
General considerations
Once you have placed an order for a ring which is made to order, we will get in touch with you to confirm the details such as the required size. You will have 24 hours from placing your order to cancel it for a full refund.
Our returns policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange (see below for exceptions).
To be eligible for a return, your item must be unused and in the same condition that you received it, including all relevant paperwork (such as GIA/IGI certificate, if applicable). It must also be in the original packaging.
As our products are handcrafted, all returns will incur a 10% restocking fee. If the returned piece requires further work such as cleaning or repairs, we will charge a higher restocking fee depending on the amount of work required.
If you wish to exchange your piece, we will apply the full amount of your original purchase to a new purchase of equal or greater value.
To complete your return, we require a receipt or proof of purchase.
If you purchased our product from one of our stockists, please return the item to them.
Returns FAQ
Non-returnable items
- Gift cards
- Downloadable software products
- Some health and personal care items
- Earrings
- Bespoke items inclusive of diamonds or sapphires sourced based on your direction and especially for your piece
Refunds
Upon receipt of your returned item, our team will conduct an inspection and subsequently notify you via email regarding the status of your return. This communication will include confirmation of the item's arrival and the outcome of the refund evaluation.
Should your return meet our conditions for a refund, the approved amount will be processed promptly. The refund will be credited back to the original method of payment or the credit card used at the time of purchase. Please note that the credit may take some time to appear in your account, subject to the processing time stipulated by your card issuer or payment provider.
Late or missing refunds
If your refund has not yet been received, we recommend taking the following steps to ensure it's being processed:
- Re-examine your bank statement to confirm whether the refund has appeared in your recent transactions.
- Reach out to your credit card issuer, as there may be a delay before the refunded amount is officially posted to your account.
- Inquire with your bank regarding standard processing times, as there's typically a waiting period before a refund is deposited into your account.
After completing these steps, if you ascertain that the refund has still not been processed, please get in touch with our customer service team for further assistance at customerservice@lelya.co.uk. We're here to help resolve this issue for you.
Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges
We only replace items if they are defective with the exception of one resizing free of charge. If you need to exchange it for the same item, send us an email at customerservice@lelya.co.uk and we will provide you with the shipping details.
Resizing
Our current timeline for resizing requests is 2 to 3 weeks from the time we receive your ring.
Ring sizing is not universal. Please follow our sizing guide.
Gifts
If the product was designated as a gift at the time of purchase and sent directly to you, you will be eligible for a gift credit equal to the value of your return. Upon receipt of the returned item, a gift certificate will be dispatched to you.
Conversely, if the item was not identified as a gift upon purchase, or the individual who presented you with the gift received the order for forwarding to you, the refund will be processed to the original buyer's method of payment, and they will be informed about the returned merchandise.