Return and Refund Policy

We want you to be happy with your LORETANA piece. If you are not, you may return or exchange your order within 30 days from the date it was received. This exceeds the 14-day right of withdrawal granted to you under EU consumer law, and is in addition to your statutory rights.

Conditions for Return

  • The item must be unworn, unused, and returned in its original condition.
  • It must be in its original packaging with all tags attached.
  • Hygiene Exceptions: For health and hygiene reasons, we do not accept returns or exchanges on pierced earrings (including studs, hoops, and hooks) once the order has been dispatched, unless the item arrives defective. If your earrings feature our interchangeable system, you may exchange the detachable elements, but the pierced base cannot be returned.
  • Personalised Items: Laser-engraved, personalised and bespoke pieces cannot be returned, as they are made to your individual specification. This exclusion is provided for under EU consumer law. Please check your engraving text carefully before ordering — we engrave exactly the text you submit. Defective or damaged personalised items are of course covered.

Fees & Refunds

  • Return Shipping Fee: FREE. Returns via an Omniva Parcel Machine are completely free of charge.
  • Restocking Fee: €0.00. We do not charge restocking fees.
  • Refund Timeline: Once we receive and inspect your returned item, the refund is applied to your original payment method within 5–7 business days.
  • Original Delivery Charge: Refunded in full when an entire order is returned.

Fair Use Policy

We monitor return activity to protect our customers and maintain quality of service. If we notice an unusual pattern of excessive returns associated with a specific account, we reserve the right to limit or refuse future returns, or to restrict the account from making future purchases.

How to Return Your Jewelry

Returning your jewelry is simple and free. Follow these steps to drop your package off at an Omniva Parcel Machine:

  1. Prepare the Package: Securely pack the item in its original LORETANA packaging. Please place the jewelry box inside an additional protective shipping mailer or outer cardboard box to prevent damage during transit. Leave the original delivery address card attached to the outer box.
  2. Go to an Omniva Terminal: Visit your nearest Omniva Parcel Machine. Tap the screen to wake it up and select the "Return parcel" option.
  3. Enter Your Code: Input the 6-digit return code you received via SMS or email when your order was originally delivered.
  4. Dispatch the Item: If the machine prints a new return label, attach it clearly to the outer packaging. Place the package into the open locker, close the door, and press "Confirm".

Lost your 6-digit code? Email us at info@loretana.com with your order number and our team will provide a return label and instructions.

Damaged or Incorrect Items

If you receive a defective, damaged, or incorrect item, contact us at info@loretana.com with your order number and clear photos of the issue. We will arrange a replacement or issue a full refund.

Warranty

Every LORETANA piece carries a 24-month warranty against manufacturing and craftsmanship defects, in addition to your statutory rights. Normal wear — including gradual thinning of rhodium or gold plating — is not covered, but can be serviced at cost.

Contact Information

  • Email: info@loretana.com
  • Phone: +370 669 07 070
  • Address: Loretana MB, Draugystės g. 17-1, LT-51229 Kaunas, Lithuania
  • Company Code: 307418489