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RETURNS AND EXCHANGES

Exchanges:

  • STEP 1 Contact us via email at customerservice@lizzyjames.com within 14 days of receipt of your order to obtain an Exchange RMA. In your email, please include your order number/receipt.
  • STEP 2  Please mail your wrap to us at: Lizzy James, POB 974, Rancho Santa Fe, CA 92067. Include the RMA number AND if you paid via Paypal include the printout of your payment in your package.
  • STEP 3  Upon receipt, we will issue you a Lizzy James Gift Card (less the $6 to cover return shipping )
  • Do not send your Return without obtaining RMA approval, as it will delay the exchange process.

Exchange Fees:

  • If you need to exchange, we have a minimal exchange fee of $6. This fee covers our return shipping and handling costs.
  • Engravable bracelets and pet collars may be exchanged for a different size or color only, for a fee of $25.
  • Engravable charms are a final sale.

    Exchange processing time:

    • Please allow 1-2 days for us to process your return upon receipt
    • Approximate time to craft your new piece is 5-7 days on average 

    How the Gift Card Exchange Works:

    • Any discount codes used for the original order are applicable to their exchange order; you will get a code for the same discount amount with their RMA #
    • You can place your exchange order for a new size/color/style at any time once the e-gift card is received, as their new discount code and e-gift card will never expire
    • You are able to enter BOTH the e-gift card and their discount code in the same field during check out; both will be accepted
    • Yournew pieces will spend the standard time in production from when the exchange order is placed (or shorter, if shipping is expedited)

    Returns:

    • Please be fair to us and remember that we are only able to accept a return that is unworn, unused, in the original condition.
    • We cannot accept an exchange if it doesn’t meet these basic requirements.

    Refunds:

    • There are no refunds on custom made jewelry, only store credit of equal value. Each piece is handmade to order in our California studio especially for you. We don't simply take it out of "stock" like an imported piece.
    • In the unlikely event of a defect, please contact us within 7 days of receipt of your item at customerservice@lizzyjames.com or by phone at 877-554-1215 or (858) 768-2371.   
    • DURING PEAK PHONE TIMES FOR FASTER SERVICE EMAIL IS BEST.