Refund policy

At Lyra Jewels, we believe in providing exceptional customer service and ensuring your satisfaction with every purchase. Please review the following details carefully:


Order Cancellations

If you find the need to cancel an order, our customer support team is here to help. You can contact us at support@lyrajewels.com or call (844) 844-2944.

Order Cancellation Window: You have 24 hours (for Standard Shipping) or 12 hours (for Priority orders) from the time of purchase to cancel your order for a full refund that will be reflected in your source account within 8-10 days. During the cancellation window, you can change your mind and make adjustments without any charges.

Please note: Lyra Jewels retains the right to cancel any order due to pricing errors, product unavailability, or unforeseen circumstances.

Returns

We understand that circumstances may change, and you won’t have any requirements for the jewelry piece bought by you. Thus, we offer hassle-free "NO QUESTIONS ASKED" returns for our customers. You can return your item within 30 calendar days of the delivery date for a full refund, with no restocking fee deducted. Refunds will be initiated to the original payment source and may take up to 8 - 10 days to reflect in the account. The refund will only be initiated once the product is received in its original condition and the same is approved and inspected by our team 

To initiate a return, Access the Return Request Form. Once submitted, expect a response within 1-2 business days. 

Please note: 

  • To ensure a smooth return process, please remember to include a Form ID/Request Submission number with your package. This number is crucial for our team to efficiently track your order and provide you with the best possible assistance. Packages without Form ID/Request Submission number will be rejected.

  • If you request a return on the final day of the policy (30 calendar days), completing the return may not be feasible.


Eligibility for Returns

  • The original security tag must remain attached to unworn items for refund processing. Removal of the tag voids the return policy. 

  • Items must be in new condition, showing no signs of wear or alterations made by external jewelers.

  • Items must be returned within 30 days from the delivery date.

  • "Special order" marked items are not eligible for refunds. (Items such as ladies' rings sized above 8.0 or below 4.0 (British size H and P 1/2) are typically non-returnable, though exceptions may apply based on the ring's style.)


Shipping of packages to be returned

We'll send you a return label after we've received and reviewed your request. To ensure the safe return of your item, please follow these guidelines:

  • Avoid indicating terms like "Jewelry," "Diamonds," or "Gold" on the package.

  • Opt for a secure box for shipping, as padded envelopes may not provide adequate protection.

  • Place jewelry within a ring box or our provided bag before packaging. Prevent items from moving within the box during transit.

  • Thoroughly seal the exterior of the box.


Exchange

We offer replacements or exchanges, whether it's due to a change in your preferences or any other reason. You have a 30-day exchange Window from the date of purchase to request an exchange. Below are the guidelines: 

Exchange Options:

  • Exchanges can be requested for the same or higher-value items.

  • If you wish to exchange for a product of lesser value, you’ll receive a refund for the price difference between the products.

  • "Special order" or "custom" or “personalized” marked items are ineligible for exchange.

Please Note: 

  • You have two no-questions-asked exchange opportunities(including size and design changes, within the 30-day return and exchange period). 

  • We'll initiate the refund process once you are satisfied with the exchanged or replacement product. 

  • No returns or exchanges will be allowed once the refund process is initiated.

Please follow these steps to initiate an exchange:

  • Contact our Customer Service team within the 30-day exchange window.

  • Provide the necessary details, including your order number, product information, and the reason for the exchange.

  • Our team will guide you through the process, including issuing a return label for the defective item and assisting you with selecting a replacement.


Sale Items

  • Returns for sale items are accepted if the security tag remains attached and the ring size is within 4.0 to 8.0.

  • Limited availability might influence exchange or replacement options for select sale items.

 

Note: This policy is subject to change without notice. Any updates or modifications will be posted on our website. We sincerely appreciate your understanding and cooperation in adhering to this policy, which allows us to provide the best possible service to all our customers.