Refund policy
All Sales Are Final
Every piece is handmade to order. We do not accept returns or refunds for change of mind, sizing preferences, or normal wear.
Defective or Damaged Items
If your item arrives defective or damaged, contact us within 6 days of delivery. We will offer a repair, replacement, or store credit after review.
Email: info@lorena-jewelry.com
Include your order number, photos of the issue, and the original packaging if available.
Non-returnable Items
For hygiene and safety, worn earrings cannot be returned.
Custom designs, personalized items, and sale items are final sale.
Order Changes and Cancellations
We begin processing within 5 business hours. Orders can be canceled up to that point. After processing begins, changes may incur additional costs or shipping fees.
Shipping Fees
Shipping fees are not refundable. Please verify your shipping address before checkout. We are not able to refund shipping for incorrect addresses, refused packages, or returned shipments due to address errors.
Package Marked Delivered
If tracking shows Delivered and you did not receive the package, contact USPS, your parcel locker service, or any third party that handles deliveries at your location. We will provide any information they may need.
Lost or Delayed in Transit
Once the package is accepted by the carrier, USPS is responsible for delivery timelines. Please file a claim with USPS for lost or delayed packages. We are happy to assist with documentation.
Repairs
If you need a repair outside of the 6-day window, email us with photos. Many minor issues can be repaired for a small fee plus shipping.
How to Request Help
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Email info@lorena-jewelry.com within 6 days of delivery for defects or damage.
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Include your order number, photos, and a brief description.
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Wait for return or repair authorization before sending anything back.
