At Lionheart, we strive to ensure that every purchase is a treasured experience. If for any reason you need to exchange or repair an item, please carefully review the details of our exchange and repair policy outlined below.
Exchange Eligibility
• We will gladly accept exchanges or provide store credit for eligible items purchased through LionheartJewelry.com or directly from our showroom.
• You must notify us of any exchange requests within 7 days of receiving your order.
• To initiate an exchange, please click on the "Initiate an Exchange or Repair" button below and complete the form. Once submitted, we will respond with further instructions and the next steps.
Non-Eligible Items
• Custom-made pieces, engraved items, custom lengths, sale or discounted items, gift cards, and made-to-order pieces are final sale and are not eligible for exchange or refund.
• Items that show signs of wear, resizing, or damage will not be accepted. These items will be returned to the sender at their expense.
Purchases from Other Retailers
• If you purchased an item through a retailer carrying Lionheart pieces, please contact that retailer directly for any exchange or return requests.
• All products purchased through platforms or third-party retailers must be returned to the original place of purchase, so please be sure to review their individual return policies before buying.
Exchange Process
• Please note that we provide a one-time prepaid return label. The prepaid return label is at the customer’s expense, unless the item arrived damaged. If the item is damaged, we will cover the return shipping cost.
• The return label will be provided with full insurance and tracking to safeguard your return package.
• We cannot accept liability for items lost or damaged during the return process; however, if packed correctly and with our provided prepaid label, your item will be fully insured for its value during the return.
How to Return
• Pack the item securely in its original Lionheart box and pouch.
• Use the prepaid return label on the return package.
Inspection Process
• Upon receipt, all returned items will undergo a thorough inspection. Only items that meet our exchange criteria, as detailed above, will be approved for exchange or store credit.
• Items showing signs of wear, resizing, or damage will not be accepted and will be returned to the sender (at their expense).
• If your exchange is approved, you will have the option to either exchange the item for a different one or receive store credit for the purchase amount. Note that original fees are not refundable.
Jewelry Repairs
• Lionheart will repair your pieces within one year of purchase at no additional cost to the customer. However, we reserve the right to determine normal wear and usage before making that decision.
• Beyond the warranty date, we would be happy to repair your Lionheart Jewelry for a charge.
Exclusions
• This policy applies exclusively to purchases made through LionheartJewelry.com or in our NYC showroom.
• Lionheart reserves the right to refuse any exchange or alteration for items that do not meet the criteria outlined in this policy.
Jewelry Care & Repairs
• We encourage you to kindly review our Jewelry Care page to help avoid damaging your beautiful pieces. Fine jewelry, while durable, can be subject to wear and tear over time. Improper care or misuse may lead to damage that requires repairs.
• If a repair is needed, please contact us directly so we can assess the best way to assist you. We will guide you through the repair process and ensure your piece is taken care of with the utmost care and attention.
We are committed to making your shopping experience seamless and enjoyable. Should you have any questions or concerns about our exchange policy, please do not hesitate to reach out to our customer service team at info@lionheartjewelry.com.