Return and Refund Policy
Last updated: July 8th, 2024
Thank you for shopping at Lotando!
If, for any reason, you are not completely satisfied with a purchase we invite you to review the following Return and Refund Policy.
The following terms are applicable for any products that you purchased on lotando.com.
Your Order Cancellation Rights
You are entitled to cancel your order within 30 days after delivery, that is 30 days from the moment you received the order and have taken possession of the item delivered.
In order to exercise your right of cancellation, you must inform us of your decision by means of a clear statement.
You can inform us of your decision by sending us a message with your name, email and phone number, the order number and the reason for your decision to return the order on our Contact Page.
Once your return request has been approved, we will send you by email a return label, using the same shipping method as the original delivery one.
You will need to pay the return fee and any applicable tax and duties to DHL in order to ship us back your product.
As soon as we receive it, we will proceed to the inspection of the returned product and all items from the original delivery package.
We will reimburse you no later than 14 days from the day on which we received the returned order.
Unfortunately, being unable to recover from the various tax and customs authorities the original taxes and duties paid, these will be deducted from our refund to you.
You can ask your local tax and customs authorities to reimburse the taxes and duties you originally paid.
We will use the same means of payment as you used for the order, and you will not incur any other fees for such reimbursement.
We will reimburse you in the currency you used for the payment of your purchase.
Conditions for Returns
For the order to be eligible for a return, please make sure that it was delivered in the last 30 days.
The product(s) must be returned unworn, undamaged and unused, with all tags attached and the jewelry box(es) and documents included and in perfect condition.
The following product(s) cannot be returned:
- Product(s) made to your specifications or clearly personalized.
- Product(s) which are, after delivery, according to their nature, inseparably mixed with other items.
- Product(s) which have been modified by you and do not satisfy the Return Quality Control.
Once the product is returned to us, we will check it meticulously (precious metal quality and polish, diamonds and gemstones quality, weight etc.) and we will proceed to the refund ONLY if the product(s), the jewelry box(es) and all documents attached are in perfect condition.
If anything (product and/or product components, documents, jewelry box) from the original order is missing or damaged, the return cannot be accepted and the refund will be refused.
We reserve the right to refuse returns and refunds of any product that does not meet any or all of the above return conditions in our sole discretion.
Only regular priced products may be returned and refunded. Unfortunately, products on sale or promotion cannot be refunded.
This exclusion may not apply to you if it is not permitted by applicable law.
Faulty items
If you receive an order in a damaged packaging, please refuse to sign and do not accept delivery to the DHL courier at the moment of delivery.
Damaged packaging claim can only be claimed while in presence of the DHL delivery person so, make sure the packaging is in perfect condition when you receive the order.
Any damaged packaging claim, once the delivery has been accepted, cannot be eligible to a return and a refund.
If you refuse to sign the receipt and you refuse the delivery based on a damaged packaging, the shipping company will return the item to us and we will refund you the whole amount of your order.
Once you received the order and signed the delivery receipt to the DHL courier, if the jewel you received is in a flawed or damaged condition, the deadline for contacting us through on our Contact Page is 1 hour after the delivery has been accepted and the receipt has been signed.
Any claim based on a flawed or damage condition of the product(s), received by us through our contact page later than one hour after delivery cannot be eligible to a return and a refund.
Returning Goods
You are responsible for the cost and risk of returning the order to us.
You should use the return label we send you by email after your return request has been approved and you must use the same shipping method and shipping company as the delivery of the product (for example : International Insured Shipment with DHL Express).
All return expenses, including new necessary packaging, insured shipping, any applicable taxes, duties and any other related costs have to be paid in full by you directly to DHL before the order is returned.
DHL will not be able to proceed with your return unless all incurred fees and costs have been paid in full by you.
We cannot be held responsible for products, packaging and documents damaged or lost in return shipment. Therefore, we will send you a return label using the same shipping method as for the original delivery.
We are, of course, unable to issue a refund without actually receiving the products in the return box and without being able to inspect the returned product(s) condition and quality.
Contact Us
If you have any questions about our Returns and Refunds Policy, please contact us on our Contact Page or use the chat widget to discuss directly with our Customer Service.
We are always happy to help you out with any question you might have !
Thank you for shopping at Lotando!
If, for any reason, you are not completely satisfied with a purchase we invite you to review the following Return and Refund Policy.
The following terms are applicable for any products that you purchased on lotando.com.
Your Order Cancellation Rights
You are entitled to cancel your order within 30 days after delivery, that is 30 days from the moment you received the order and have taken possession of the item delivered.
In order to exercise your right of cancellation, you must inform us of your decision by means of a clear statement.
You can inform us of your decision by sending us a message with your name, email and phone number, the order number and the reason for your decision to return the order on our Contact Page.
Once your return request has been approved, we will send you by email a return label, using the same shipping method as the original delivery one.
You will need to pay the return fee and any applicable tax and duties to DHL in order to ship us back your product.
As soon as we receive it, we will proceed to the inspection of the returned product and all items from the original delivery package.
We will reimburse you no later than 14 days from the day on which we received the returned order.
Unfortunately, being unable to recover from the various tax and customs authorities the original taxes and duties paid, these will be deducted from our refund to you.
You can ask your local tax and customs authorities to reimburse the taxes and duties you originally paid.
We will use the same means of payment as you used for the order, and you will not incur any other fees for such reimbursement.
We will reimburse you in the currency you used for the payment of your purchase.
Conditions for Returns
For the order to be eligible for a return, please make sure that it was delivered in the last 30 days.
The product(s) must be returned unworn, undamaged and unused, with all tags attached and the jewelry box(es) and documents included and in perfect condition.
The following product(s) cannot be returned:
- Product(s) made to your specifications or clearly personalized.
- Product(s) which are, after delivery, according to their nature, inseparably mixed with other items.
- Product(s) which have been modified by you and do not satisfy the Return Quality Control.
Once the product is returned to us, we will check it meticulously (precious metal quality and polish, diamonds and gemstones quality, weight etc.) and we will proceed to the refund ONLY if the product(s), the jewelry box(es) and all documents attached are in perfect condition.
If anything (product and/or product components, documents, jewelry box) from the original order is missing or damaged, the return cannot be accepted and the refund will be refused.
We reserve the right to refuse returns and refunds of any product that does not meet any or all of the above return conditions in our sole discretion.
Only regular priced products may be returned and refunded. Unfortunately, products on sale or promotion cannot be refunded.
This exclusion may not apply to you if it is not permitted by applicable law.
Faulty items
If you receive an order in a damaged packaging, please refuse to sign and do not accept delivery to the DHL courier at the moment of delivery.
Damaged packaging claim can only be claimed while in presence of the DHL delivery person so, make sure the packaging is in perfect condition when you receive the order.
Any damaged packaging claim, once the delivery has been accepted, cannot be eligible to a return and a refund.
If you refuse to sign the receipt and you refuse the delivery based on a damaged packaging, the shipping company will return the item to us and we will refund you the whole amount of your order.
Once you received the order and signed the delivery receipt to the DHL courier, if the jewel you received is in a flawed or damaged condition, the deadline for contacting us through on our Contact Page is 1 hour after the delivery has been accepted and the receipt has been signed.
Any claim based on a flawed or damage condition of the product(s), received by us through our contact page later than one hour after delivery cannot be eligible to a return and a refund.
Returning Goods
You are responsible for the cost and risk of returning the order to us.
You should use the return label we send you by email after your return request has been approved and you must use the same shipping method and shipping company as the delivery of the product (for example : International Insured Shipment with DHL Express).
All return expenses, including new necessary packaging, insured shipping, any applicable taxes, duties and any other related costs have to be paid in full by you directly to DHL before the order is returned.
DHL will not be able to proceed with your return unless all incurred fees and costs have been paid in full by you.
We cannot be held responsible for products, packaging and documents damaged or lost in return shipment. Therefore, we will send you a return label using the same shipping method as for the original delivery.
We are, of course, unable to issue a refund without actually receiving the products in the return box and without being able to inspect the returned product(s) condition and quality.
Contact Us
If you have any questions about our Returns and Refunds Policy, please contact us on our Contact Page or use the chat widget to discuss directly with our Customer Service.
We are always happy to help you out with any question you might have !