Refund policy

Refund Policy

Every Lorena Jewelry piece is handmade with care. If something arrives damaged, defective, or different from what you ordered, please reach out. We want to make it right.

Returns

Because our earrings are handmade, all sales are final. We do not accept returns or refunds for a change of mind. Custom and personalized pieces, sale items, and worn earrings are also final sale.

Damaged, Defective, or Incorrect Items

If there’s a problem with your order, email info@lorena-jewelry.com within 14 days of delivery. Please include your order number, a brief description, and photos if possible.

We’ll review what happened and arrange an appropriate replacement or refund. This applies to custom pieces too if they arrive damaged, defective, or different from the details agreed upon when you ordered. We’ll cover shipping needed to resolve a problem caused by us.

Changes and Cancellations

Need to change an order? Contact us as soon as possible. If we haven’t started making or preparing it, we’ll do our best to help. Once work has begun, changes or cancellations may no longer be possible.

Shipping and Delivery Concerns

Please check your shipping address carefully at checkout. If you spot a mistake after ordering, email us right away and we’ll try to update it before your package ships.

If your package is delayed or tracking says “Delivered” but you can’t find it, please contact us. We’ll help review the tracking and next steps with the carrier, and look at the situation individually.

Contact Us

Email info@lorena-jewelry.com with your order number and a brief description of how we can help.

USPS Shipping and Delivery

We carefully package your order and hand it over to USPS for delivery. Once USPS has accepted it, their delivery times and handling are outside our control, so we can’t take responsibility for delays or delivery issues caused by the carrier.

If something goes wrong, please reach out to us. We’ll gladly help you check the tracking and provide any information we can to support a USPS inquiry or claim. We care about your order and will do our best to help you find a resolution.