Refund policy

To be eligible for a return & refund, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Items that appear worn or used will not be refunded and returned to the customer.

To start a return, you can contact us at returns@leilanishells.com. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at returns@leilanishells.com.

 

(1) Order Cancellation
Orders can only be canceled 3 hours after the placement of the order. Please make sure to stay within this timeline to be eligible for a refund. We won't be able to refund orders after they have been processed in our fulfillment center. Orders are getting processed within 3 hours once the purchase was made.

 

(2) Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.  

If the item was incomplete due to delivery, we will replace the order for no additional costs & provide all additional shipping fees. You can claim the replacement only 10 days after receiving your item. Note: If you wish to not make claim of the FREE REPLACEMENT you will have to continue with a REFUND. 

If your item was damaged due to wearing it in unsuitable conditions, putting pressure on the links, or anything else that defects jewelry we won't be able to accept returns or issue refunds. Tarnishing or discoloration due to chemical contact is not a fault, including any damage caused by perfumes, bleaching, heat exposure and general wear and tear.

We cannot repair damage to any items that exceed 6 months from purchase. Any damage incurred by the customer from mis-use cannot be repaired.

 

(3) Exceptions / non-returnable items
Certain types of items cannot be returned, such as custom products (special orders or personalized items). Please get in touch if you have questions or concerns about your specific item. Items that weren't claimed after 14 days of arrival.

Please note we do not accept returns on earrings due to hygiene. However, exceptions will be made if the earrings are unworn and we are contacted as soon as your order is received.

Discounts, Sales and Promotions:  Discounted items cant be refunded, returned or exchanged. Sales prices are applicable from the point of announcement and advertisement. Items purchased at full RRP are not applicable to be discounted after payment has been taken. Promotional codes - Only one promotional code can be used at a time. Gift cards cannot be used alongside any other promotional codes. 

Preorders: Preordered items can`t be exchanged or returned.

 

(4) Exchanges

The fastest way to ensure you get what you want is to e-mail us at returns@leilanishells.com. We require the order number and reason for the exchange. 

After that, you need to return the item you have, and once the return is accepted,  make a separate purchase for the new item. If approved, you’ll be automatically refunded on your original payment method.

If you are shipping an item over $50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. Any items that do not reach us are the responsibility of the customer.

Note: As we are a small business we will not be able to provide shipping labels for exchanges and will not cover the shipping costs at this time.

Strict Preorder Terms: Preordered items can`t be exchanged or returned.

 

THE CLAIM

Step 1 Send an e-mail to returns@leilanishells.com with your order number & reason

THE EXCHANGE PROCESS

Step 2 Inspect your item & return it within 14 days after your order arrived.
Step 3 Label the envelope with RETURN, ORDER NUMBER, NAME & REASON
Step 4 Ship to the address we send you via e-mail.
Step 5 Get approval from us via e-mail
Step 6 Place a new order
Step 7 Get refunded for your first order

IMPORTANT - International Returns: Please ensure that you state you are "returning to seller" in the reason for the export field on your postage label. You must also state that the item is of no retail value, as we can not accept customs charges to receive your return. We strongly recommend using a tracked and shipped service for return as we cannot refund/exchange items that don't reach us safely. All shipping costs are the responsibility of the customer. Please note we do NOT refund international customs taxes and sales charges. 

(5) Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method.  A full refund of the item/s (excluding any delivery charges) will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 10-30 days. 

If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. Any items that do not reach us are the responsibility of the customer.

Note: As we are a small business we will not be able to provide shipping labels for exchanges and will not cover the shipping costs at this time.

THE CLAIM (Follow all of these steps)

Step 1 Send an e-mail to returns@leilanishells.com with your order number & reason for the refund.

THE EXCHANGE PROCESS (You need to contact us first)

Step 2 Inspect your item & return it within 14 days after your order arrived.
Step 3 Label the outer envelope with RETURN, ORDER NUMBER, NAME & REASON and include another paper inside the envelope with RETURN, ORDER NUMBER, NAME & REASON.
Step 4 Ship to the address we send you via e-mail.
Step 5 Get approval for refund qualification from us via e-mail.
Step 6 Get refunded immediately for your first order. Refunds take up to 30 days depending on the payment method chosen at checkout.
 Eligibility for (1), (2), (3), (4,) (5):  Packages that were sent back to us without following any of the steps above cant be refunded.