Returns & Right of Withdrawal
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.
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
Luisa Teresa Bol
Frankfurter Str. 75
51065 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.
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 Returns and exchanges can only be withdrawn within 14 days, and only in their original packaging.
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
Please note that earring and plugs cannot be returned due to hygienic reasons.
Customized products are excluded from the right of withdrawal.
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.
Articles from our fleamarked/sale are excluded from the right of withdrawal.
All customized 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. 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.
(November 2018)