Shipping and returns

We want your Lisa&Co. jewellery to reach you safely, and any return to be clear from the beginning. Below you will find the steps, time limits and transport costs for each situation.

Orders and delivery

The product page and order confirmation explain whether a piece is in stock, on standard pre-order or individually made for you. Production and delivery estimates depend on the piece. Shipping destinations, methods, costs and any free-delivery offer are displayed before payment.

Please enter your address and contact details carefully. If you notice an error, contact us immediately; we will check whether a correction is still possible. If delivery is delayed, we will explain the situation and the available options under the applicable law. Where we arrange transport, the risk of loss or damage passes when you or the person you nominate physically receives the goods, rather than when we hand them to the carrier.

If packaging or jewellery appears damaged, keep the packaging and any loose parts, and send clear photographs if possible. An unboxing video is helpful but is not a condition for legal rights.

Returning an online purchase because you changed your mind

You may notify us of withdrawal from an eligible distance purchase within 14 calendar days of physically receiving the jewellery. If goods from the same order arrive separately, the period normally starts on receipt of the last item. You do not have to provide a reason. An order concluded online and subsequently collected from the showroom generally remains a distance purchase.

1. Tell us clearly that you wish to withdraw. Email hello@lisaconcept.ro, identifying the order and item. The standard form is optional. Keep evidence that the message was sent.
2. Send the item within a separate 14-day period after notification. Pack it securely, preferably with its accessories and protective packaging. A missing original box does not automatically cancel withdrawal rights.
3. Keep proof of dispatch. Return address: Lisa&Co., Strada Roma nr. 40, etaj 1, București, Romania. Contact us to arrange practical details. Our acknowledgement is not a condition for notifying withdrawal in time.

If the usual period appears to have expired, contact us if you already notified us in time or did not receive mandatory withdrawal information. Different time limits may apply.

Transport costs for a change-of-mind return

We do not offer free return transport for change-of-mind returns. You pay the return shipping cost. You may use a suitable carrier; we do not promise a free label or collection for this type of return. Any paid collection we agree is explained beforehand.

If you withdraw from the whole order, we refund the price and the original standard delivery charge. The difference for an expressly chosen more expensive service is not refunded above the standard charge. For a partial return, we assess any delivery amount attributable to the returned item under the order circumstances.

Refunds

Withdrawal refunds are made without undue delay, within 14 days of notification, using the same payment method unless you expressly agree another method without extra costs. We may withhold payment until we receive the item or evidence of dispatch, whichever occurs first. A voucher is optional.

You may inspect the jewellery as necessary to establish its nature, characteristics and functioning. More extensive use can lead to a justified reduction in value, assessed and explained from the actual condition. It does not automatically remove withdrawal rights. You are not liable for diminished value if mandatory withdrawal information was not provided before purchase.

Personalisation, pre-orders and earrings

Clearly personalised jewellery or goods made to your individual specifications, such as a requested engraving, may be excluded from change-of-mind withdrawal under the applicable law. A standard pre-order or the use of gold or silver does not alone create an exception.

Earrings are not automatically excluded. The health or hygiene exception requires goods that were supplied sealed, are unsuitable for return for those reasons once opened, and were unsealed by the consumer, with the necessary information provided before purchase. Not all our pieces have such a seal. These exceptions do not remove rights for a lack of conformity.

If the jewellery has a problem

Please contact us before sending a piece claimed to be faulty. State when you received it, when the problem appeared, what happened and your preferred solution. Photographs help us arrange assessment. Reporting a problem is assessed separately from change-of-mind withdrawal: merely reporting a fault does not always amount to a clear withdrawal declaration.

For a lack of conformity for which Lisa&Co. is responsible, we bear necessary transport costs. If the origin needs assessment, we agree a reasonable tracked method beforehand. An agreed reasonable cost advanced by you is reimbursed if the complaint is justified. If organising or advancing shipment would create significant inconvenience, we organise it. Where the applicable legal presumption is not rebutted, the necessary cost is ours.

A refund is not automatic just because a fault is reported or requested. Repair, replacement, price reduction and termination depend on the assessment and legal conditions. Read Warranty for the details. Costs for repairs outside warranty are agreed before proceeding.

Showroom, events and outlet

A purchase concluded directly in the showroom has no general statutory 14-day change-of-mind right. We do not offer a voluntary exchange or voucher solely for this reason for new showroom purchases. Promises given at earlier purchases remain applicable. Legal rights for faulty goods remain.

For event or fair purchases, withdrawal rights depend on the circumstances of the sale and stand. We explain the applicable terms before purchase. An outlet discount does not itself remove legal rights. A specific imperfection disclosed and expressly accepted separately is distinguished from other faults.

For international orders, mandatory rules in your country may affect the result. The Returns and warranty guide provides an indicative Romanian-law route, costs and next steps. For help, email hello@lisaconcept.ro.