Frequently Asked Questions
Do you have a question about your order, delivery or other subject? Below is a list of answers to the most frequently asked questions. Are you unable to find your answer? Please contact us.
1. How do I check my order status?
You can check your order status as follows:
• Log in to your account. Click here to log in
• Select the tab ‘My orders’ on the left
• Your last order is listed at the top. Click on it to view more information about the status of your order.
If you have no account, please contact us. Your order is custom-made for you and we endeavor to ship it as soon as possible.
Please take into account to always expect a delivery time of 3 - 5 workdays. Orders are shipped whit DHL. As soon as your order has been shipped we will send you a confirmation with a track & trace code that you can use to follow the delivery on the carrier's website.
2. Which Payment methods does www.lottgioielli.com accept?
We accept the following payment methods: iDeal, credit card, Bancontact or PayPal. All prices include sales tax and exclude shipping costs. Credit card details, such as your credit card number, expiry date, etc., are automatically transferred using an encoded secure system to the paymaster without LOTT. gioielli or others having access to this data. Even in the event of any refund, your credit card data is not visible to us. Payments using Visa or Mastercard have additional protection due to special verification methods (Verified by Visa or Mastercard Secure Code).
3. How can I return my purchase?
We hope that you will be delighted with your order. However you have the right to change your mind up to 14 days after the invoice date. We will be happy to offer you a full refund credited to the card used in the original sales transaction. Please note that goods should be returned in perfect condition, and in their original, undamaged packaging along with your completed return form. Custom made or engraved items are non-returnable/non-refundable. For the exclusive earrings, at least one of the two earrings must still be in the sealed packaging to make the item suitable for returning.
Please contact us to inform us that you are returning a package and for receiving a return number and address. Return the item in the original packaging or in alternative, sturdy packaging to prevent damage. Complete the return form that came with the delivery and enclose it with the package. Always make sure the package is sealed properly and send the item(s) by registered mail, insured for its full value.
Remember that the costs and responsibility for returning the item are not reimbursed. We advise you to send returns with a track & trace code, as LOTT. gioielli cannot be held responsible if the package goes missing. Once we have received your return in good order, we will send you an e-mail confirmation stating the amount that you will be receiving from us. After your return has been received, payment will be made within 14 days to the account / credit card used to place the order. The purchase amount, including delivery charges, will be refunded. If you return only part of the order the delivery costs will not be refunded. Caution: The costs for returning your order must be paid by you.
N.B. Items purchased via www.lottgioielli.com cannot be returned to a LOTT. gioielli Brand Store or via one of the LOTT. gioielli points of sale.
4. What are the LOTT. gioielli warranty conditions?
Many factors can affect the condition of your jewelry. We therefore recommend that you make sure your jewelry is cleaned, repaired and stored properly. Despite stringent quality controls prior to production and shipment of your order, jewelry may become defective after a period of wear. This can occur as a result of uneven use, wear and tear or manufacturing faults. If you receive your webshop order broken or damaged, we need to be informed within 3 days of the delivery date. The LOTT. gioielli warranty conditions are outlined below. We would also like to emphasize that each case is different and these are general guidelines only.
Discoloration: Each item of LOTT. gioielli jewelry is made from high-grade 925 sterling silver plated with a layer of 18 carat gold. The plating is sensitive to outside influences and we therefore recommend avoiding extreme moisture or heat, as this may face the color of the jewelry. Proper care and cleaning will ensure that the jewelry looks at its best. In addition to outside influences, the pH value of your skin may also cause the jewelry gold plating to become dull and/or fade. The use of medicines, chemical products and contact with your personal care products also has an effect on your jewelry. Therefore, LOTT. gioielli does not provide a warranty for discoloration. Our advice is to take additional care in this area. If discoloration has occurred on your previous items of jewelry we advise you to choose silver jewelry (9250) plated with a layer of white gold (18 carat). Further information about caring for your jewelry is available here.
Manufacturing fault: LOTT. gioielli offers a warranty for manufacturing faults valid up to 6 months after purchase on display of the original purchase receipt and the certificate of authenticity. If the item of jewelry develops defects, breaks or a lock is weak within 6 months due to a manufacturing fault, you can return the item for repair/replacement via the store where you purchased it. If you jewelry was purchased via the webshop, you can return out by using our return address. To do this you should first complete the return form before returning the item to us in accordance with the return conditions. CAUTION! A defect only falls under the warranty if you can submit the original purchase receipt and certificate of authenticity.
Breakage: In order to prevent breakage of LOTT. gioielli jewelry, we advise you to wear it with care. Oversize bracelets increase the chance of getting caught up and thus placing addition stress on the product, which may cause it to break at a later time or to fall off your wrist. We also advise taking care when wearing chains together with scarves and other items of clothing at the time you put on or take off clothes. Our jewelry is delicate and subtle and if for any reason it gets caught on your clothing the chain will be forced, resulting in breakage. Always take care to close the lock on your jewelry properly. If you fail to position the end or the extension piece completely and correctly in the lock, you may lose your jewelry. Ensure at all times that the lock is visible when you put on your jewelry and that the end of the piece is locked in the jewelry lock. Only breakages resulting from a manufacturing fault are covered by the LOTT. gioielli warranty. If you suspect that your jewelry breakage was caused by a manufacturing fault, you can return the jewelry for repair/replacement via the store of purchase. If your jewelry was purchased via the webshop, you can return out by using our return address. To do this you should first complete the return form before returning the item to us in accordance with thereturn conditions.
Exclusively handmade: LOTT. gioielli jewelry is made by hand and not by machine. The custom-made earrings and chains in particular may have inconsistencies in the natural materials often used. Inconsistencies in stones, shells or snakeskin are natural and as such the jewelry that incorporates these natural materials never matches 100%. LOTT. gioielli will always do their utmost best to supply a pair that looks alike as much as possible. We do however guarantee that jewelry made with natural materials is 100% unique. The jewelry is made in limited editions by hand to ensure that the LOTT. gioielli collections remain unique and new.
Lost or stolen jewelry: Our two year warranty cover unfortunately does not cover the loss or theft of any items. We would advise you to contact your insurance/home insurance to make a claim with them directly. We are happy to provide any proof of purchase information that you may need so please contact firstname.lastname@example.org to request this information.
5. How can I maintain the good condition of my jewelry?
In order to keep your jewelry in good condition and to prevent damage due to outsider influences, we recommend you handle your jewelry with care, clean it and store it in a dry place. LOTT. gioielli jewelry is manufactured using a variety of natural and sometimes delicate materials. The more carefully you look after your jewelry, the longer you can enjoy it.
Below are some tips to help you keep your jewelry beautiful!
Plating: In order to maintain the color of gold plated jewelry as long as possible, we advise you not to wear your jewelry while you sleep, play sports or wash. Also, avoid using perfume and other oils and lotions that may come into contact with the jewelry. These products damage the top layer of the jewelry. Despite having followed these guidelines and having hardly used the products, discoloration may still occur. The reason for this is probably due to high skin acidity, which is already naturally high or caused by the use of alcohol or medicines. If you have experienced this, we advise you to choose the white gold plated silver to avoid disappointment.
Silver: Precious metal, such as 925 sterling silver, has a natural propensity to oxidize as a result of outside effects. If you have not worn your silver jewelry for a while then the color may have darkened slightly. Any oxidation is not harmful and in most cases easy to clean using gentle silver polish and a dry, smooth cloth. Your jewelry will look as good as new.
Storage: When you are not wearing your jewelry, it is best to keep it in the original LOTT. gioielli packaging, a velvet pouch or in a dark place to prevent outside influences from damaging/discoloring the jewelry.
CAUTION! We recommend that you do not keep your jewelry in the bathroom or any other damp place.