Returns Policy
Returns & Warranty
We're not happy until you're happy. Simple as that.
Buying jewelry online should feel exciting — not risky. That's why our policies are designed to be as generous as possible. If something isn't right, we fix it. No drama.
30-Day Returns
Changed your mind? Send it back within 30 days for a full refund. Unworn, original packaging. That's it.
Free Size Exchange
Ordered wrong? We'll send the right size — one free exchange per order, shipping on us.
Lifetime Warranty
Manufacturing defects? Covered. Free replacement parts, for as long as you own the piece.
How Returns Work
Step 1: Email info@lottedspro.com with your order number and a brief explanation. Photos help us process faster but aren't required.
Step 2: We'll reply within 24 hours with return instructions.
Step 3: Ship the item back (unworn, in original packaging).
Step 4: We inspect and process your refund to the original payment method within 5–10 business days.
Return Shipping Costs
Return shipping is the customer's responsibility — unless the item arrived damaged, defective, or incorrect. In those cases, we cover all shipping costs and will provide a prepaid return label or simply dispatch a replacement.
Order Cancellation
- Within 10 hours of placing your order: Free cancellation, full refund — no questions asked.
- 10–24 hours: Cancellation still possible, with a small processing fee.
- After shipment: Cancellation isn't available, but you can initiate a return as soon as the package arrives.
To cancel, email info@lottedspro.com as soon as possible with your order number.
Lifetime Warranty — What's Covered
Every LOTTEDS piece is backed against manufacturing defects for as long as you own it:
- Stone loosening or loss due to setting failure
- Clasp, hinge, or closure malfunction
- Structural defects in the metalwork itself
If your issue falls under warranty, we provide free replacement parts — and in many cases, we'll simply send you a new piece. Email info@lottedspro.com with clear photos and a description of the issue.
What's Not Covered
The warranty does not cover damage from misuse, accidents, unauthorized modifications, or normal wear and tear. However — if your piece has seen better days and the damage isn't covered, reach out anyway. We often can help with repairs or offer a loyalty discount on a replacement.
SVIP Perks
Our SVIP Circle members (€1,500+ lifetime purchases) receive:
• 48-hour unconditional refund — change your mind within 48 hours of delivery and we refund immediately, no return needed
• No-return replacements — if something's wrong, we ship a new piece without requiring the old one back
• Personal concierge — your inquiries jump to the front of the line
Need to Start a Return?
We're here. Just send us an email with your order number and we'll take it from there.
Email ConciergeAfter-sales & returns: info@lottedspro.com
EU Right of Withdrawal
As required by EU Consumer Rights Directive 2011/83/EU. Our voluntary 30-day return policy above extends well beyond this legal minimum.
Right of Withdrawal
You have the right to withdraw from this contract within 14 days without giving any reason.
The withdrawal period will expire after 14 days from the day on which you or a third party, other than the carrier and not nominated by you, acquires physical possession of the goods.
To exercise the right of withdrawal, you must inform us of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post, fax or e-mail). You may use the model withdrawal form below, but it is not obligatory.
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
Address for Withdrawal
Dongguan Hongli International Trade Co., Ltd.
EU Liaison Office: Alexanderstraße 40, 10179 Berlin, Germany
Email: info@lottedspro.com
Phone: +86 131 2862 6301
Effects of Withdrawal
If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract.
We shall carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise.
You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.
You will have to bear the direct cost of returning the goods.
Model Withdrawal Form
(Complete and return this form only if you wish to withdraw from the contract.)
To: Dongguan Hongli International Trade Co., Ltd., Alexanderstraße 40, 10179 Berlin, Germany — info@lottedspro.com
I/We hereby give notice that I/we withdraw from my/our contract of sale of the following goods:
_______________________________________________________
Ordered on (date) / Received on (date):
_______________________________________________________
Name of consumer(s):
_______________________________________________________
Address of consumer(s):
_______________________________________________________
Signature of consumer(s) (only if this form is notified on paper):
_______________________________________________________
Date:
_______________________________________________________
This withdrawal right applies to all consumers in the European Economic Area (EEA) as defined by EU Consumer Rights Directive 2011/83/EU. Our extended 30-day return policy offered above does not affect your statutory right of withdrawal.