Refund policy

Returns

Custom products, such as special orders or personalized items, cannot be returned.

We have a 14-day return policy for eligible items, which means you have 14 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 or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

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

איסרליש 14, 6701453, תל אביב, ישראל.
Isserles Street 14, 6701453 Tel Aviv-Yafo, Israel.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Unfortunately, we cannot accept returns on sale items.

You can always contact us for any return question at loveletter.orders@gmail.com.

 

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, minus a 5% deduction from the total price to cover payment and credit card processing fees. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at loveletter.orders@gmail.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.

 

Repair and Fix
Our Repair and Fix Policy offers coverage for a period of one year from the original purchase date. Eligible for repairs are issues related to manufacturing defects, craftsmanship errors, or materials. However, damages caused by customer mishandling, misuse, negligence, accidental damage, or unauthorized repairs by external parties are not covered under this policy. To initiate a repair request, customers can contact us at loveletter.orders@gmail.com, providing the original order number and details of the issue. After evaluation and approval, customers will be provided with repair authorization and instructions. Please note that returns will need to be sent to the following address:

איסרליש 14, 6701453, תל אביב, ישראל.
Isserles Street 14, 6701453 Tel Aviv-Yafo, Israel.

Customers are responsible for both delivering the jewelry to our facilities and collecting the repaired item once the process is complete. We reserve the right to modify or terminate this policy, and discretionary repairs may be offered at our discretion.

  

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.