Help
Returns & exchanges
Information on returning or exchanging an item and contacting our team.
Your 14-day return window
Tell us within 14 calendar days of receiving your order that you wish to withdraw, then send the goods back within 14 calendar days of that notice. You may inspect the goods as you would in a shop; handling beyond what is needed to establish their nature, characteristics and functioning may reduce the refund.
How to start a return
Email us with your order number and the items you wish to return — this is the quickest way and you do not need an account. You can also use the model withdrawal form, or, if you do have an account, open the order and select “Request a return”. We will reply with the return instructions; please wait for them before sending a parcel, because our company address is not the returns address.
Return costs
For a change-of-mind return, you pay the direct return postage. For faulty or non-conforming goods, Lemon Jewelry covers all necessary costs, including return postage.
Refunds
For withdrawal from the whole order, we refund the goods and the least expensive standard outbound delivery charge; extra charges for a faster delivery option are not refunded. Refunds use the original payment method, without undue delay and within 14 calendar days of your withdrawal notice. We may withhold the refund until we receive the goods or proof of return, whichever comes first.
Exchanges
For another size or finish, return the original item and place a separate order for the item you want. Contact us if you need help choosing.
Faulty or incorrect items
If an item arrives damaged, faulty or different from your order, contact us with the order number and a photo. We will help resolve it at no cost to you, without limiting your statutory rights.
Statutory guarantee
In Spain, new goods have a 3-year statutory guarantee of conformity from delivery. Lemon Jewelry is responsible for non-conformity present at delivery that becomes apparent during this period. Remedies are free of charge; this is not a promise that normal wear, misuse or accidental damage is covered.