Return & Exchange

1. Return Window

You may request a return within 30 days of receiving your package.
A refund will be issued minus shipping fees, rush order fees, and applicable restocking fees.

Returned items must be unused, unworn, and undamaged.

Please contact us before sending any item back: service@lahelajewelry.com

The Restocking Fees

Orders can be canceled for free within 48 hours after purchase.
If canceled beyond 48 hours, a fee will be charged depending on production progress (30% of your order if the ring is already finished).

This fee covers:

  • Tax and administrative fees

  • Shipping and packaging costs

  • Lost materials

It does not cover labor — we do not earn anything from this.

Refund is not guaranteed if you do not contact us before the item is shipped.
A photo of the received item is required for return approval.

Returned products must not show marks, scratches, wear, or any damage.

Excluded from returns:

  • Custom orders

  • Engraved items

  • Full eternity rings

  • Items broken or damaged after receipt

Refunds are processed 1–3 days after our after-sales team receives the return package.

Customers are responsible for their own return shipping costs.
Shipping fees are non-refundable.

A. Returns Due to Lahela Jewelry (Our Responsibility)

If the return is caused by our mistake, we cover all return shipping and no restocking fee applies.

This includes:

  • Wrong item received

  • Wrong size delivered (different from the order)

  • Manufacturing defect

  • Incorrect metal, gemstone, or engraving

  • Damaged on arrival

How it works:

  1. Contact us with your order number and photos.

  2. We provide a prepaid return label.

  3. You may choose a full refund or a replacement.

B. Returns Due to Customer Reasons

If the return is based on personal preference, you are responsible for the return shipping cost and restocking fee.

Examples include:

  • Ordered the wrong size

  • Changed your mind

  • Style or stone not as expected

  • No longer needed

3. Non-Returnable Items

  • Custom-made orders

  • Engraved jewelry

  • Full eternity bands

  • Items showing wear, scratches, or damage

  • Items broken after receipt

  • Returns sent back without prior contact

4. Refund Processing

  • Refunds are issued 1–3 business days after we receive the return package.

  • Refunds are sent to the original payment method.

  • Shipping fees are non-refundable.

5. Warranty (360 Days)

Warranty Details:

  • 0–30 Days (Inclusive)
    Free repair for stone loss.
    All services including labor, center stone, and side stones replacement are fully covered.
  • 30–90 Days (Inclusive)
    Partial free service.
    Side stones replacement and basic setting are free.
    If the center stone needs replacement, the cost of the center stone and labor fee will be charged.
  • 0–90 Days (Inclusive)
    One-time free resizing within 1 size
    (Excludes intricate or complex band designs)
  • 90–365 Days (Inclusive)
    Paid repair service.
    Charges will apply based on repair work and any required stone replacement (center and side stones).

Not covered:

  • Normal wear and tear

  • Worn prongs or gemstone loss due to wear

  • Damage from chemicals, pools/hot tubs, or bathing

  • Lost or stolen items

  • Damage caused by lack of maintenance

Stone loss caused by manufacturing issues is covered within the first 30 days. Damage resulting from wear or improper use is not covered.

Fine jewelry is delicate by nature. Routine care and maintenance are recommended to keep your piece in its best condition.

6. Return Requirements Checklist

To qualify for a return:

  • Item must be unused, unworn, and in perfect condition

  • No scratches, dents, or signs of wear

  • All original packaging included

  • You must contact us first to receive return instructions

FAQ

Q1: How do I start a return?
Email us at service@lahelajewelry.com with your order number and photos.

Q2: Do I need the original packaging?
Yes, it helps protect the item during return shipping.

Q3: Can I exchange instead of refund?
Yes. Exchanges follow the same approval process as returns.

Q4: How long until I get my refund?
Refunds are issued 1–3 business days after we receive your return.

Q5: Why is there a restocking fee?
Each ring is handcrafted to order. Cancellations or returns require remaking or discarding materials, so the fee covers these losses.