General information 

We are working with natural products such as minerals, quartzes, flowers, plants etc.
We do our best to take pictures as accurately as possible. Please note that colors, shapes etc. (especially from our minerals and stones) might differ from the photo. Each and every piece is handcrafted and completely unique.  

We accept returns within 14 days from the date of delivery.
Contact us first via shop@luisateresa.com before sending the package back to us! Please mention your order/invoice (starting with RE...) number in your mail otherwise we cannot process your request. During this time, you have send the good back to us.  If the goods are returned to us without prior declaration of cancellation or the attached return form, this does not constitute an effective cancellation of the contract.

Please note that returned products must be shipped back in their original packaging and in new unworn condition.
You are responsible for guaranteeing the safe return of your package to us to the following address:

luisateresa
Auf dem Rothenberg 9a
50667 Cologne
Germany

We recommend shipping in Germany with service that offers package insurances (DPD, Hermes, DHL, etc.) , or if you are an international customer please send the package by registered post because then your package is insured and you get a tracking number from the postal service of your choice.

Any item that gets lost or damaged during return fare will not be subject to a refund or exchange.
Please also note that shipping costs for the return will be at your charge.

If you have any questions please feel free to contact us: shop@luisateresa.com

Right of withdrawal
According to the European Law, you have the right of withdrawal within 14 days upon delivery of your order.
Withdrawal will incur return of the goods and refund of their value.
The return fees will be at your charge. Luisateresa does not pay the costs of return.

Any refund will have to wait until the package is returned to us.

Return in case you didn't pick up your parcel
If your package is sent back to us because you did not pick it up in your local post office, we have to charge you a processing fee (equivalent to the regular shipping costs).

​DHL lagert die Pakete in Deutschland 7 Tage in einer Filiale in deiner Nähe. Solltest du oder ein von dir benannter Dritter das Paket nicht innerhalb dieser Frist abholen und das Paket geht an uns zurück, müssen wir eine Bearbeitungsgebühr in Höhe der Versandkosten berechnen. Das bedeutet also, dass wir euch die Versandkosten nicht zurückerstatten können.

Returns and exchanges in case of a damaged product
If you receive a damaged or broken product or if your item breaks while wearing it for the first time please contact us immediately via shop@luisateresa.com with details. Please attach a photo of your damaged product because this makes it easier for us to find an appropriate solution. Returns and exchanges can only be withdrawn within 14 days, and only in their original packaging. 

After you informed us about the damaged product (via e-maill), you have 14 days from that day to return the item to us. If we do not receive any items or do not hear any reaction from you the case will be closed.

Any refund will have to wait until the package is returned to us.

In case of a re-shipping, the new shipping costs will be at our charge

Exceptions

1. Earrings: Please note that earrings cannot be returned due to hygienic reasons.

2. Customized Productus: Customized products are excluded from the right of withdrawal. 

3. Bath Bombs: Due to hygienic reasons bath bombs and the secret bath bomb necklaces or/and rings cannot be returned and are excluded  from the right of withdrawal.

4. Sale and Flea Market Products: items from our flea market sale are excluded from the right of withdrawal. All products on sale are final and can't be returned.

All customized products and all flea market products are excluded from any discounts. 

Limited Bath Bomb Collections
Some bath bombs can turn in a different color since we're not using any chemical products. Please also remember that our bath bombs are handmade and that they contain a small plastic container in the middle, so it might happen that they crack a bit during transportation. Also due to the fact that bath bomb will be exposed to different temperatures during transportation, the surface of the bath bomb can suffer a bit - since we're not using any chemicals. Our bath bombs serve as packaging for the limited bath bomb jewelry and are therefor not subject to exchange or return. Due to hygienic reasons bath bombs and the secret bath bomb jewelry cannot be returned.

Exchange
Unfortunately as of right now we do not offer exchanges.
If you do not like an article, or for example your ring does not fit, you are allowed (as explained above) to send back the article within 14 days. As soon as the package has arrived at our office and we checked the condition of the article, we will refund your payment.

You can order again the article you wish for in our shop in your size or style of your choice.

(August 2020)