Returns & Exchanges

Lizzy James wants you to be happy with your purchase. Each piece is handmade to order in our California studio especially for you. We don't just take it out of "stock" like an imported piece, and therefore are unable to offer refunds. 

If you need to exchange, we have a minimal exchange fee of $6 per piece.   Why?  We do not recycle or resell returned items.  The returned item is a loss for us.

This fee covers a fraction of our loss when we receive a return and make you a new piece.  We also incur a shipping expense to send the new piece back to you.

Time is of the essence, and we will only accept exchanges within 7 days of the date your item was delivered. There are no refunds on custom-made jewelry.

(Note: Holiday Gift Exchange Policy:  Purchases made between November 2 - December 20, may be exchanged if returned before January 8).  

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.        (Wholesale accounts - no exchanges - you already know that.)

 

Returns/Exchanges for Bracelets, Necklaces, Anklets, Chokers:

Before sending your return to us, please:

Step 1. Contact us via email at customerservice@lizzyjames.com for 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 exchange fee of $6 per piece).

Do not send your Return without obtaining RMA approval, as it will delay the exchange process.  

EXCHANGE PROCESSING TIME

IT TAKES 1-2 DAYS TO PROCESS YOUR RETURN ONCE IT HAS BEEN RECEIVED.

YOU WILL RECEIVE AN EMAIL FROM US THE DAY IT SHIPS.

All items are handmade, and may contain slight differences in color, shape and size.  The wrap is made of leather, which is a natural product.  It will naturally soften and crack.  This is normal and inherent to the product.  As with any leather items, Lizzy wraps are NOT to be worn in water and should not get wet.

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 858-768-2371. 

 

 

Returns/Exchanges for Rings

We will gladly exchange your ring for your within 7 days of the date your item was
delivered. During Christmas and holiday season we also allow exchanges after the holiday period - up to Jan 5.
Before sending your return to us, please:

Step 1. Contact us via email at customerservice@lizzyjames.com for an Exchange RMA.  In your email, please include your order number/receipt and what you would like in exchange.

Step 2. Pay $6 per ring returned. This covers the cost of shipping your exchange back to you.  You may pay using one of these three options. 

Option A - If you have a Paypal account, you can send funds to our account: lizzy@lizzyjames.com.      Please email us after you do so.

Option B - If you do not have a Paypal account, please email us your payment information or call us with your credit card information (M-F 9-5 PST).

Option C - Include a bank check or money order with your exchange.  We do not accept personal or company checks.

Step 3. Please mail your ring to us at: Lizzy James, POB 974, Rancho Santa Fe, CA 92067.   Include the RMA number AND if you paid via option A include the printout of your payment in your package.

As soon as we receive your return our artisans will craft your replacement jewelry.

 

Have additional questions? please e-mail us:  customerservice@lizzyjames.com

We respond to every e-mail within 24 hours (excluding weekends and holidays).

General Customer Service Call: 877-554-1215 or  (858) 768-2371 (Phone Hours are Mon-Fri 9-5 PST) -  DURING PEAK PHONE TIMES FOR FASTER SERVICE EMAIL IS BEST.
General Customer Service Email: customerservice@lizzyjames.com
Wholesale Customer Service Email: wholesale@lizzyjames.com