Refund policy

Return shipping
Lilo Diamonds makes returns easy. No matter what your reason is, customers can return items up to 14 days from the Delivery date.  We will refund the paid amount.


How it works
1. Contact our Customer Service Team at sales@lilodiamonds.com to request your return shipping label.
2. Next, you'll receive an email with a FedEx label. Print the shipping label.
3. Finally, package your item (in its original box), call FedEx for pickup.

Return
Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods non-returnable items:
- Gift cards
- Custom items
- Items on sale (partial refunds)

There are certain situations where only partial refunds are granted (if applicable)

- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 14 days after delivery
-Items paid through ShopPay- ShopPay will refund the paid amount minus interest that was collected from the customer and / or from Lilo Jewelry.
- Any item on Sale. Please be aware that there will be a charge to cover shipping, commission, and labor costs incurred.

ShopPay Refunds
ShopPay will refund the paid amount minus interest that was collected from the customer and / or from Lilo Jewelry.
 If we issue a refund after a customer has submitted any payment thrugh ShopPay, ShopPay will only refund the paid principal. ShopPay does not refund already paid interest because the customer still owes the interest that accrued during the time the money was borrowed. 

Return Due To Change Of Mind
Lilo Jewelry will happily accept returns due to change of mind as long as a request to return is received by us within 14 days of receipt of item and are returned to us in original packaging, unused and in re-sellable condition.

Once returns are received and accepted, Lilo Jewelry will refund the value of the goods returned. We will notify you once this has been completed through email.
Lilo Jewelry will refund the value of the goods returned but will NOT refund the value of any tax paid.

 

3.2 Warranty Returns
Lilo Jewelry will happily honor any valid warranty claims, provided a claim is submitted within 90 days of receipt of items.

Upon return receipt of items for warranty claim, you can expect Lilo Jewelry to process your warranty claim within 7 days.

Once warranty claim is confirmed, you will receive the choice of:

(a) refund to your payment method

(b) a refund in store credit

(c) a replacement item sent to you (if stock is available)


Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at sales@lilodiamonds.com.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sales@lilodiamonds.com and send your item to: Lilo Jewelry, Zisman Shalom 4 st, 5252001 Ramat Gan, Israel.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Contact us 
For more information about our refund policy or if you have questions,  please contact us by e‑mail at sales@lilodiamonds.com or by mail using the details provided below: 

Lilo Diamond Jewelry 
Zisman Shalom 3 st. 5252001 Ramat Gan,
Shimshon Building room 109 - 
Israel Diamond Exchange Center 
Israel
Phone: +972.54.5558823
US / Canada toll free: 1 (800) 542-2057

 

This document was updated: 05/05/2023