Shipping policy
Lilo Jewelry ("we" and "us") is the operator of (https://www.lilodiamonds.com) ("Website"). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.
1. Free shipping
We provide free shipping to all countries!
2. Stock Availability
Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfill all your items at time of purchase. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the back ordered item or if you would prefer for us to process a refund.
3. Delivery Terms
Orders are typically delivered within 2 - 4 days
3.1 Transit Time Domestically
In general, domestic shipments are in transit for 2 - 3 days
3.2 Transit time Internationally
We ship only with secured express FedEx or DHL. Generally, orders shipped internationally are in transit for 2 - 4 days. This varies greatly depending on the courier (DHL or FedEx). We are able to offer a more specific estimate when you complete your order.
3.3 Dispatch Time
Orders are usually dispatched within 3 - 10 business days of payment of order
Our warehouse operates on Sunday - Thursday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.
3.4 Change Of Delivery Address
For change of delivery address requests, we are able to change the address at any time before the order has been dispatched.
3.5 P.O. Box Shipping
Lilo Jewelry are unable to offer couriers services to these locations.
3.6 Military Address Shipping
We are unable to offer this service using courier services.
3.7 Items Out Of Stock
If an item is out of stock, we will wait for the item to be available before dispatching your order. Existing items in the order will be reserved while we await this item.
3.8 Delivery Time Exceeded
If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.
4. Tracking Notifications
Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.
5. Parcels Damaged In Transit
If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with next steps.
6. Duties & Taxes
6.1 Sales Tax
Sales tax has already been applied to the price of the goods as displayed on the website
6.2 Import Duties & Taxes
Import duties and taxes for international shipments may be liable to be paid upon arrival in destination country. This varies by country, and Lilo Jewelry encourage you to be aware of these potential costs before placing an order with us.
If you refuse to to pay duties and taxes upon arrival at your destination country, the goods will be returned to Lilo Jewelry at the customers expense, and the customer will receive a refund for the value of goods paid, minus the cost of the return shipping. The cost of the initial shipping will not be refunded.
7. Cancellations
If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, the goods will be returned to Lilo Jewelry at the customers expense, and the customer will receive a refund for the value of goods paid, minus the cost of the return shipping. The cost of the initial shipping will not be refunded.
8. Insurance
Parcels are insured for loss and damage up to the value as stated by the courier.
8.1 Process for parcel damaged in-transit
We will process a refund or replacement as soon as the courier has completed their investigation into the claim.
8.2 Process for parcel lost in-transit
We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.
9. Return shipping
Lilo Diamonds makes returns easy. No matter what your reason is, US customers can return items up to 14 days from the Delivery date!
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.
Please read our return Policy for full details.
10. Customer service
For all customer service enquiries, please email us at sales@lilodiamonds.com