Exchanges and Returns
EXCHANGES AND RETURNS
Can I exchange or return an item purchased at www.lbylilo.com?
Yes, except for personalized or OUTLET products (Including initials, zodiac signs and pieces that include any type of personalization, as well as sample pieces from the Outlet section)
What are the deadlines for exchanging or returning an item?
You have 14 days from the day you receive your order to return or exchange the item(s) you wish to exchange, unless it is a personalized or custom-made piece of jewelry.
CHANGES:
1st FREE CHANGE: Peninsula (Spain, Portugal, Andorra) and EU.
L by Lilo wants you to shine and be satisfied with your order, so if you decide to exchange it, just take it to your nearest collection point and we'll take care of the rest. To request an exchange, send an email to info@lbylilo.com with the subject "EXCHANGE" and your order number.
Changes to the rest of the world:
For logistical reasons (since the company is located in Barcelona), changes to the rest of the world will be the customer's responsibility. To request an exchange, send an email to info@lbylilo.com with the subject "EXCHANGE" and your order number.
How to exchange an item?
You can exchange any non-personalized item purchased at www.lbylilo.com within 14 days of receiving your order.
* A personalized product will only be accepted for exchange if it arrives damaged, damaged, or defective.
Once you have requested the change through this link - https://returns. itsrever.com/lbylilo A page will open that you must complete. It will ask for your order number (#LBLXXXX) and the email address you used to place your order.
When making the exchange, you must package the part or parts in perfect condition with the original packaging.
You can drop off your package at the nearest Correos collection point.
This is the address where you should send your package:
Our package reception hours are Monday through Thursday from 9 a.m. to 6 p.m. and Friday from 9 a.m. to 2 p.m.
Under no circumstances will we be responsible for undelivered packages, nor will we be able to pick them up at any shipping office.
As soon as we receive the package and verify that the parts are in perfect condition and have no signs of use, we will send you a personalized voucher to the email address listed on your order with the amount of the exchanged item(s), excluding shipping fees.
RETURNS
Returns will be the customer's responsibility.
How to return a piece of jewelry?
You can return any non-personalized item purchased at www.lbylilo.com within 14 days of receiving your order. Returns for personalized items will only be accepted if they arrive damaged, damaged, or defective.
To request your refund, you must do so through this link - https://returns.itsrever.com/lbylilo A page will open that you must complete. It will ask for your order number (#LBLXXXX) and the email address you used to place your order.
When returning the item, you must package the item(s) in perfect condition using the original packaging and include a note with the order number in the package.
You can send the package from the nearest Post Office collection point.
This is the address where you should send your package:
Our package reception hours are Monday through Thursday from 9 a.m. to 6 p.m. and Friday from 9 a.m. to 2 p.m.
Under no circumstances will we be responsible for undelivered packages, nor will we be able to collect them from any shipping office.
As soon as we receive the package and verify that the items are in perfect condition and without signs of having been used, we will proceed to refund the returned items, excluding shipping and return fees .
Have you received my exchange or refund?
You should allow approximately 10 days for your package to arrive and be processed.
Once received, you will receive a message to let you know it has arrived.
If you notice any issues, you can contact us at info@lbylilo.com. Remember to always include your order number, full name, or a personal identifier.
When will you refund my money?
As soon as we receive and process the returns, we will process the refund for the returned jewelry.
The refund will be less shipping costs (€5.50) or payment processing fees, as these are always the customer's responsibility.
What should I do if an item arrives in poor condition?
We take great care in preparing each order, but if you still need to report any issues, you can contact us at info@lbylilo.com
Don't forget to include your order number so we can locate it as quickly as possible and attach any relevant photos.
Exchanges and returns are possible except for personalized products.
Not all of our products are returnable. Personalized products can only be returned or exchanged for another product on the website if they arrive broken, defective, or in poor condition.
For exchanges and returns, please send us the product in its original packaging, in perfect condition, and with no signs of use. Returns must be made by certified mail or another means with a delivery record (courier, etc.); return shipping costs are the buyer's responsibility. Once we receive the item and verify its condition, we will refund the cost of the product (not shipping costs) through the same payment method used to make the purchase.
Exchanges and returns can be made within 14 calendar days of receiving the order.
It's essential that you send us the items you wish to exchange or return in perfect condition and with no obvious signs of use, including the original box in which you received your items and any documentation, gifts, and packaging that came with your order. Otherwise, we will be unable to process the transaction.
If the package is returned at the customer's discretion, they will be responsible for returning it to our office in perfect condition and will be responsible for any applicable shipping or customs costs.
To make a return, fill out the information in the following link: https://returns. itsrever.com/lbylilo
If your piece arrives with any defects, please contact us as soon as possible: info@lbylilo.com