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 show whether a piece is in stock or made to order for you. For in-stock items, the delivery time runs from confirmation of payment (for cash on delivery, where available, from confirmation of the order). For made-to-order jewellery, it runs from the signing of the contract and payment of the deposit; see our Terms and conditions, section 4. 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. We recommend filming the parcel being opened: it helps us resolve any issue faster. Please report the problem within 48 hours of receipt.
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.
- 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.
- Send the item within a separate 14-day period after notification. Pack it securely, preferably with its accessories and protective packaging. Return the jewellery unworn, in the condition you received it, with its box, accessories and certificate.
- 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.
After 14 days, a change-of-mind return is no longer possible. A problem with the jewellery is handled separately, under the guarantee.
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. If the jewellery has been worn, scratched, adjusted or damaged, we reduce the refund by the loss in value, which may be up to the full value of the jewellery.
Made-to-order jewellery
Jewellery made to order according to your choices (size, metal, stones, dimensions, engraving or design), including pieces sold as a “Pre-order”, engagement rings and wedding bands, cannot be returned because you changed your mind. Their conditions are those in the signed contract and in our Terms and conditions, section 4.
This rule does not affect your rights if the jewellery is faulty.
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.
Contact us before sending the piece. If the examination confirms a fault for which we are responsible, Lisa&Co. bears the shipping: we refund the cost of sending it to us and pay for returning the repaired or replaced piece. If the damage is not covered by the guarantee, shipping is at your expense.
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.
