Returns
We hope you love your LELOUI jewellery. If you change your mind, you have the right to withdraw from your purchase within 14 days of receiving your order.
To exercise your right of withdrawal, please email leloui@leloui.com within 14 days of receiving your order.
Please include your:
- Name
- Order number
- Product(s) you wish to return
You do not need to provide a reason for your return.
If your order contains several products that are delivered separately, the 14-day withdrawal period begins on the day you receive the last product from the order.
Simply refusing delivery or failing to collect a parcel does not constitute a valid withdrawal unless you have also notified LELOUI that you wish to withdraw from the purchase.
Returning Your Order
Once you have notified us that you wish to withdraw from your purchase, you have a further 14 days to send the product(s) back.
Return instructions and the applicable return address will be provided when you contact us.
Unless otherwise stated, you are responsible for the direct cost of returning the product.
We recommend using a trackable shipping service. You are responsible for the returned product until it has been received at the designated return location.
Please do not send returns to our Copenhagen company address unless specifically instructed to do so.
We do not accept parcels sent cash on delivery.
Condition of Returned Products
You may inspect and try the jewellery in the same way as you reasonably would in a physical store.
You are responsible for any reduction in value resulting from handling beyond what is necessary to establish the product's nature, characteristics and functionality.
Jewellery should be returned in good condition and, where possible, with its original jewellery box, packaging, tags and accessories.
If a returned product has been used or handled beyond what is necessary to inspect it and this has reduced its value, LELOUI may deduct the corresponding reduction in value from the refund where permitted by law.
Refunds
Once you notify LELOUI that you are withdrawing from your purchase, we will refund the relevant amount without undue delay and no later than 14 days from the date we receive your withdrawal notice.
However, we may withhold the refund until:
- we have received the returned product(s), or
- you provide evidence that you have sent the product(s) back,
whichever occurs first.
Refunds will be made using the same payment method used for the original purchase unless otherwise agreed.
Where required by applicable consumer law, we will also refund the cost of our least expensive standard delivery option.
If you selected a more expensive delivery method, the additional delivery cost will not be refunded.
Return shipping costs are the customer's responsibility unless the product is defective, incorrect or LELOUI has agreed otherwise.
Damaged, Incorrect or Defective Products
If you receive an incorrect product or your jewellery arrives damaged or defective, please contact us at leloui@leloui.com as soon as reasonably possible.
Please include your order number, a description of the issue and photographs where relevant.
If the complaint is justified, LELOUI will provide the remedy required under applicable consumer law, which may include replacement, repair, price reduction or refund.
Reasonable return shipping costs relating to an accepted complaint will be covered by LELOUI.
For consumers covered by Danish consumer law, purchases are subject to the statutory 24-month right to complain about defects in accordance with applicable Danish consumer legislation.
Normal wear and tear, accidental damage, misuse or damage caused by failure to follow reasonable jewellery care instructions is not considered a manufacturing defect.
