Returns and exchanges

If your diamond or piece is not right for you, you can return or exchange it within 30 days of delivery. Return shipping is free and insured. This policy is in addition to your legal rights, which it does not affect.

What you can return within 30 days of delivery

Loose diamonds, unset and undamaged, returned with their grading report.
Rings, pendants and earrings made through our builders, unworn, and not resized or altered after delivery. This includes engraved rings: we refund everything except the engraving fee, which pays for the engraving and its removal.

Each item must come back in its Lavandela box with everything it arrived with, including the diamond's grading report.

What cannot be returned

Unless an item is faulty or not as described, we cannot accept returns of:

bespoke pieces made to a design agreed with you outside our builders, for example after a consultation;
pieces that have been resized, altered or repaired after delivery, by us or by anyone else;
diamonds or pieces bought through our diamond upgrade programme;
items that have been worn or damaged.

Exchanges

You can exchange a returnable item for another diamond or design within the same 30 days and on the same conditions. If the new item costs more, we charge the difference. If it costs less, we refund the difference.

How to return an item

Within 30 days of delivery, email orders@lavandela.com with your order reference, or call or WhatsApp +44 7975 666888.
We send you a prepaid, insured return label and packing instructions.
Pack the item in its Lavandela box with its grading report and everything else it arrived with, and hand it to the courier named on the label.

Please use the label we send: it insures your return for its full value, and from the moment you hand the parcel to that courier, the risk of loss or damage in transit is ours. If you send an item back another way, it stays at your risk until it reaches us.

Refunds

When your return arrives, we check that it is the item we sent, using its grading report and laser inscription where present. We then refund the full price you paid, including the delivery and import charges included in our price (and, for an engraved ring, less the engraving fee), to the card or account you paid with, within 14 days of the return reaching us. Your card issuer may take a few further days to show the refund.

If you live outside the United States and paid import duties or taxes to the courier or to your own country's authorities, those amounts were not paid to us, so we cannot refund them. We give you the shipping documents you need to reclaim them where your country allows it.

If a diamond comes back without its original grading report, we deduct the fee the grading laboratory charges to issue a replacement report, and we tell you the amount before we deduct it. If a returned item does not meet the conditions above, we contact you and send it back to you, insured, at no charge.

If you bought a piece as a gift, the refund goes to the person who paid. The recipient can exchange it on the same conditions.

Faulty or not as described

If anything arrives damaged, faulty or not as described, contact us as soon as you can. We will collect it at no cost to you and repair, replace or refund it. This applies to engraved and bespoke pieces too, in full, including the engraving fee, and it is in addition to our lifetime limited warranty.

Customers in the European Union and the United Kingdom

You have a legal right to cancel your purchase within 14 days of the day you, or someone you name, receive the goods, without giving a reason. This right applies to loose diamonds and to any piece that is not made to your specifications or clearly personalised. It does not apply to rings, pendants and earrings made to the choices you make in our builders, to engraved pieces, or to bespoke pieces. Our own 30-day return policy above still applies to builder pieces, including engraved rings.

To cancel, tell us clearly before the 14 days end. You can email orders@lavandela.com or send the form below. We will confirm receipt straight away. Send the goods back within 14 days of telling us; we provide a prepaid label, so you do not pay for the return. We refund everything you paid us, including delivery, within 14 days of receiving your cancellation. We may wait until the goods reach us, or until you show us you have sent them, before refunding. You may be responsible for any reduction in the value of the goods caused by handling them more than is needed to examine them.

Model cancellation form (complete and return this form only if you wish to cancel the contract)

To: Lavandela LLC, 16192 Coastal Highway, Lewes, Delaware 19958, USA, orders@lavandela.com

I hereby give notice that I cancel my contract for the sale of the following goods:

Ordered on / received on:
Order reference:
Name:
Address:
Signature (only if this form is sent on paper):
Date:

Customers in Australia

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Bespoke pieces cannot be returned simply because you have changed your mind; builder pieces, including engraved rings, can be returned under our 30-day policy above.

Questions

Email orders@lavandela.com or call or WhatsApp +44 7975 666888, 24 hours a day, 7 days a week.

Lavandela LLC
Address: 16192 Coastal Highway, Lewes, Delaware 19958, USA
Email: orders@lavandela.com
Phone and WhatsApp: +44 7975 666888, 24 hours a day, 7 days a week