FAQ

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.

Warranty 

What are the LOTT.gioielli guarantee conditions?
LOTT. gioielli offers a 6-month warranty on manufacturing defects. In addition, LOTT. gioielli offers a (paid) repair service up to 18 months after the date of purchase. The exclusive and handmade jewellery is carefully produced in limited editions. This also applies to the materials, which will not always be available. Therefore the (paid) repair service is valid until 18 months after the date of purchase.

What does the certificate of authenticity mean?
The growing popularity of LOTT. gioielli®️ products has unfortunately resulted in the appearance of imitations on the current market. When you are looking for LOTT. gioielli®️ items online, you will undoubtedly find words and terms such as: ''lookalike LOTT'', ''LOTT imitations'' and ''fake LOTT earrings''. Although imitation can certainly be considered a compliment, we want to inform you how to recognise an original LOTT.gioielli piece of jewellery;

LOTT. gioielli®️ is sold exclusively through its authorised retail outlets, the LOTT. gioielli®️ brandstores and the LOTT.gioielli website. We strongly recommend that you purchase LOTT.gioielli®️ items only through one of our authorised retail outlets.

Every original LOTT.gioielli®️ jewellery item can be recognised by the logo which is visible (and invisible) on the item. Moreover, all jewellery is sold with an official certificate of authenticity, which also includes a hologram for the handmade items.

What should I do if I have lost my jewellery?
Always make sure that the lock on your jewellery closes properly. If you do not insert the clasp completely and correctly, you may lose your jewellery. Always make sure that the lock is visible when you put the jewellery on and that the clasp of your necklace or bracelet is properly locked in the jewellery lock.

Unfortunately, our 18-month guarantee does not cover loss or theft of items. We recommend that you contact your insurance company to make a claim directly with them. We are happy to provide you with any proof of purchase information you may require, please contact klantenservice@lottgioielli.com to request this information.

What should I do if my jewellery is discoloured? 
How long the plating of your jewellery remains beautiful is different for each individual. The natural PH value of the skin (degree of acidity) can cause discolouration. How quickly this happens can be influenced by, among other things, the consumption of alcohol, medicine and perspiration.

Should your LOTT.gioielli jewellery discolour within three months of purchase, we will apply new plating at our expense so that your jewellery is as good as new again. Also in case of discoloration after the first three months we can still mean something for you! A new plating will cost €20-€50 euro. Would you like to use this service? Send an e-mail with a picture of the jewellery and the order number to klantenservice@lottgioielli.com. 

What should I do if my jewellery is broken?
Our jewellery is put together with care, but is also delicate and subtle.

If you suspect that your jewellery breakage is the result of a manufacturing defect, you may return your jewellery for repair. The guarantee for manufacturing defects is 6 months. You can easily register your jewellery via our returns portal.

Repairs are only accepted if the purchase date can be proven with an original receipt.

Is your jewellery broken after 6 months? Then you can always make use of our paid repair service. This service is available up to 18 months after the purchase of your jewellery. NOTE: Because we only work with natural materials, it is not always certain that the materials you need are still available. 

How is it possible that my jewellery does not look the same?
LOTT. gioielli®️ jewellery is handmade in our workshop. The earrings and necklaces are custom made and may have inconsistencies due to the use of natural materials, such as: leather, pearls and other stones. We take care for equal materials in your jewellery as much as possible.

Care

How do I care for my jewellery?
To keep your jewellery in good condition and to avoid damage by external influences, we recommend you to handle your jewellery with care, to clean it and to store it in a dry place. LOTT. gioielli jewellery is manufactured using a variety of natural and sometimes delicate materials. The more carefully you take care of your jewellery, the longer you can enjoy it.

How do I keep my jewellery beautiful?
On our care page you can find all tips and tricks to keep your LOTT. gioielli jewellery beautiful.

Where do I keep my jewellery?
When you are not wearing your jewellery, it is best to keep it in the original LOTT. gioielli®️ packaging, in a velvet pouch or in a dark place to avoid damage or discolouration. You will always receive this packaging or velvet pouch with the purchase of a LOTT. gioielli item.
Note: we advise you not to keep your jewellery in the bathroom or any other damp place.

Exchange & returns

How can I return?
Is the article not entirely to your liking? No problem at all! You can return your jewellery within 30 days (provided the jewellery has not been worn and the seal bag is still unopened). Use: https://www.retourneren.nl/lottgioielli to register your return.
Please note: Always keep the proof of posting of the return until the return has been fully processed. Without a valid shipping ticket, no investigation can be started to trace a missing package and the return cannot be processed. This is your own responsibility.
If you have received a free item (gift) with your order, you must also return this item unopened and complete. Did you order several items and not send everything back? In that case, the jewellery you are keeping must meet the minimum order value of the campaign conditions in order to keep the free item. If it does not, you must return the free item; otherwise, the return will not be processed.
Important: Purchases made at www.lottgioielli.com cannot be returned to our brandstores or to a LOTT.gioielli sales point. How can I exchange an item?

How can I exchange a product?
Is the article not quite to your liking? No problem at all! It is possible to exchange your order within 30 days (provided the jewellery is unworn and the sealbag of the earrings is still unopened). You can register the exchange through this link: https://www.retourneren.nl/lottgioielli

What is the return period?
You may return your order up to 30 days after the order date.

Can I return my online order to the shop?
Jewellery purchased at www.lottgioielli.com cannot be returned through our brandstores or outlets.
We are working hard to make this possible in the future.

Is there a charge for returning my order?
Yes, the costs of the return shipment are for your own account.

When will I receive my money back from my returned item?
Your return shipment will be assessed for completeness upon receipt in our workshop. When this process is completed, you will receive a confirmation from us. The refund will then be processed as quickly as possible, at the latest within 14 days after receipt of the return. The refund will be made in the same way you paid for the order.

Payment

What are the possible payment methods?
LOTT.gioielli accepts the following payment methods:

  • iDeal
  • Credit card
  • Klarna
  • Paypal account
  • Bancontact
  • Belfius Pay Button
  • KBC/CBC Payment Button
  • SOFORT Banking
  • LOTT.gioielli gift card


Is a payment at LOTT.gioielli safe? 
We have several payment methods, so you can choose the one that suits you best. All payment methods are safe. We will explain the possible methods:

  • iDEAL
    The most common online payment method in the Netherlands. With iDeal, you can pay for your online purchases safely and easily. iDeal is the system that you link directly to your internet banking program when you buy online. 
  • Credit Card
    Worldwide, most online purchases are paid by credit card. Your purchase via credit card is usually protected and insured. The following cards are supported: Visa, Mastercard, American Express, Cartes Banciers and CartaSi.
  • Klarna
    The flexible payment method that allows you to pay for your order at a later date. After ordering, the customer receives an invoice from Klarna, which must also be paid to Klarna. Should you have any questions regarding your payment, please contact the Klarna customer service at: https://www.klarna.com/nl/klantenservice/. 
  • Paypal
    Pay quickly and safely with your online Paypal wallet. You create your own Paypal account and link it to your credit card or bank account. By filling your Paypal wallet (with an X amount) you can safely and quickly pay online orders. No personal or financial information is handed over by Paypal payments.
  • SOFORT Banking
    Paying for your order securely from your own online banking environment. When using SOFORT Banking, it is not necessary to set up a new account. The SOFORT Banking environment enables you to transfer funds securely directly from your own payment account.
  • Bancontact
    The most widely used payment method in Belgium. Through the Bancontact app you can quickly, safely and easily complete your order, here you will also receive immediate confirmation. This payment method is suitable for more than 20 Belgian banks.
  • KBC/CBC Payment Button
    A safe payment method developed by the two largest banks in Belgium. The payment is completed in the secure online banking environment. The payment can be completed by the card reader or via the QR code that needs to be scanned in the app.
  • Belfius Pay Button
    A proprietary payment method developed by one of Belgium's largest banks. Payments can be completed quickly, easily and securely via Belfius Direct Net, the Belfius online banking product or via the app.
  • LOTT.gioielli gift card
    LOTT.gioielli also makes use of gift cards. This can be in the form of a discount code or fixed amount. Online gift cards can be used both online and in the brandstores. 

Ordering and delivery

Do I need an account to order?
No, it is not necessary to create a customer account to order on www.lottgioielli.com.
We do recommend this for a faster handling of questions, to stay informed of the latest trends and to manage all your orders in one place. You can easily create an account via my account.

What are the delivery costs?
Orders within the Netherlands from €50 will be shipped for free.
Orders within the Netherlands under €50 will be charged €6,95.
Delivery charges for international orders start at €9.95. If you can't select your country, please contact our customer service via: klantenservice@lottgioielli.com or 073 700 06 60

How can I change or cancel my order?
If you want to change or cancel your order, you should always contact our customer service on: 073 700 06 60 or via klantenservice@lottgioielli.com. They will try at all times to process the change and/or cancellation.
Please note: If the change or cancellation is reported too late, the additional costs (if any) are for your own account.

Where can I change my personal data?
If you have created a customer account, you can easily change your data via my account.
If you have placed an order without a customer account, please contact our customer service via: klantenservice@lottgioielli.com or via 073 700 06 60.

I have not yet received an order confirmation
If your order has been successfully processed, you will receive the order confirmation in your mailbox within a few minutes. Always check your SPAM box if you haven't received anything yet.
If you have not received the order confirmation after half an hour and the mail is not in your SPAM box. Please contact our customer service via: klantenservice@lottgioielli.com or via 073 700 06 60 they will be happy to look into it with you.

Can I collect my order in one of the LOTT.gioielli brand stores?
No, unfortunately this is not possible at the moment. We are working hard to make this possible in the future.

What are the delivery times?
Our standard delivery time is 1 to 5 working days.
When you have ordered a custom made item, the delivery time will be a maximum of 2-4 weeks. Our workshop will keep you informed about the expected delivery date.

What is the status of my order?
You can check your order status as follows:
- Log in to your account;
- Select the 'My orders' tab on the left hand side;
- Your last order is at the top. Click on it to see more information about the status of your order.
Don't have an account? No problem, contact us and we'll be happy to check with you.

How will my order be delivered?
When completing your order you can choose from the following three delivery methods:
- DHL Fast Delivery (1-3 working days)
- Budbee Evening Delivery (1-5 working days)
- Click & Collect (In our brand store in 's-Hertogenbosch or head office in Rosmalen)

How can I follow my order?
When your order is ready for shipment you will receive a track and trace code via e-mail. With this code you can follow your order.

What should I do if my order is wrong, damaged or incomplete?
If your order is wrong, damaged or incomplete, please always contact our customer service. You can do this at: klantenservice@lottgioielli.com or via 073 - 700 06 60. Keep your order confirmation handy so that our colleagues can help you quickly. 

LOTT.gioielli shops winkels

Where can I find the LOTT.gioielli stores?
The LOTT. gioielli shops are open and you can find us in:

Amsterdam - Flagship store
Cornelis Schuytstraat 21
1071 JK Amsterdam
Tel: 020 233 46 08
Whatsapp: 06 51 22 12 47

's-Hertogenbosch - Brandstore
Fonteinstraat 6
5211 HP 's-Hertogenbosch
Tel: 073 888 96 47
Whatsapp: 06 15 38 84 19

What are the opening hours of the LOTT.gioielli brand stores?
The opening hours of the LOTT.gioielli shops are::

Monday
12.00 - 18.00

Tuesday
10.00 - 18.00

Wednesday
10.00 - 18.00

Thursday
10.00 - 18.00

Friday
10.00 - 18.00

Saturday
10.00 - 18.00

Sunday
13.00 - 17.00

Tip: Make your wish list online!