Refund policy

We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn and unaltered, with tags, and in its original packaging. You’ll also require the receipt or proof of purchase.

All "custom made" orders, special orders, bespoke items, personalized items, engraved pieces, permanent jewelry, charm bar, deposits and foaming cleaners are final sale. These items are not eligible for a refund or exchange. 

To start a return, you can contact us at info@lylasjewelry.com. Please note that returns will need to be sent to the following address: 

LYLAS JEWELRY LIMITED
#112 908 17th Ave SW 
Calgary, Alberta Canada
T2T 0A3 Canada

If your return is accepted, we will send instructions on how and where to send your package. DO NOT ship your package before you get notified of the acceptance. You will be responsible for paying all shipping, customs/duties and handling costs associated with returning the product. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@lylasjewelry.com.

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.

Exceptions / non-returnable items
Certain types of items cannot be returned, such as "custom made" orders, special orders, bespoke items, personalized items, engraved pieces, permanent jewelry, charm bar items, deposits and foaming cleaners. These items are final sale and not eligible for a refund or exchange. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
To start your exchange, please reach out to us at info@lylasjewelry.com within 7-days of receiving the package. Once the exchange has been approved, ship the original item(s) back. For direct exchanges we will ship out your new item upon receipt of the returned item. For exchanges that involve products of different prices, a credit will be issued and the difference can be paid online. If the returned item has a higher value, the new item will be shipped and the difference will be refunded back to the original payment method. Please note you are responsible for both the return shipping and the new shipping costs and any duties/customs incurred.

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 within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@lylasjewelry.com.