CUSTOMER CARE
Returns & Refunds
We hope you love your jewellery. If something is not right, here is how to return an eligible order.
Start a return
Email hello@chezlolafashion.com within 14 days of receiving your order. Include your name, order number and the item you wish to return. Please wait for return instructions before sending the parcel.
After notifying us, return the goods without undue delay and no later than 14 days after your notice.
Return conditions
You may inspect an item as you would in a physical shop. Please return it safely, with all parts and original packaging where possible. A deduction may be made for diminished value caused by handling beyond what is necessary to establish the item’s nature, characteristics and function.
Return shipping
The customer is responsible for the direct cost and safe transport of a return made under the statutory right of withdrawal. Use a tracked service and keep proof of postage. We cannot accept parcels sent cash on delivery.
Refunds
Eligible refunds are issued to the original payment method. When the full order is returned under the statutory right of withdrawal, the standard outbound delivery cost is also refunded; any additional cost for an upgraded delivery method is not refundable. For partial returns, the original delivery cost is not refunded.
We may withhold reimbursement until the goods are received or you provide proof that they have been returned. After processing, your bank or payment provider may need additional time before the refund appears.
Personalised and customised pieces
Goods made to your specifications or clearly personalised may be exempt from the right of withdrawal where permitted by law. Any exception will be stated before purchase. This does not affect your rights if an item is faulty or not as agreed.
Faulty, damaged or incorrect items
If an item is faulty, damaged on arrival or different from what you ordered, contact us as soon as possible with your order number and photographs. For an accepted complaint, CHEZ LOLA covers reasonable return costs and provides the remedies required by Norwegian consumer law.
Exchanges
We do not currently operate an automatic exchange service. To secure a different item or size, place a new order and return the original eligible item for a refund, unless another arrangement is agreed with us.
Questions?
Email hello@chezlolafashion.com. Full legal information is available in our Terms & Conditions.