Return and Exchange Policy

This policy applies to all jewelry purchased on lolena.ch.
You have 14 days from the date of receipt of your order to request a return or exchange.
For all return or exchange requests, please provide your order number and contact details.

Item unworn and in original condition
- Jewelry can wear quickly due to use and contact with the skin. Therefore, any item returned must be strictly unworn, with its label and in its original packaging.
Defective or damaged item
- If you receive an item with a manufacturing defect or damaged in transit, please contact us within 48 hours of receipt by e-mail at info@lolena.ch.
Custom / made-to-order creations
- For all personalized jewelry (name, date, specific engraving, etc.), a return or exchange is only possible in the event of a manufacturing defect.
Hygiene requirements (earrings, piercing, etc.)
- For jewelry in direct contact with the skin (e.g. earrings, piercings), returns are only possible if the product has not been worn and the label or protective seal is intact.

Return and exchange costs are generally borne by the buyer.
If the item is defective or if there has been a delivery error on our part, lolena.ch will pay the return shipping costs.

Contact us
- Send us your return request by e-mail to info@lolena.ch.
- Indicate your order number and the reason for the return to facilitate processing.
Confirmation and instructions
- After examining your request, we will confirm by e-mail or telephone whether your return is accepted.
- We will then send you the return address and instructions on how to proceed.
Packaging
- Put the jewel back in its original packaging (box, protective pouch, etc.), along with any accessories.
- Be sure to pack the item carefully to prevent damage in transit.
Shipping
- Return your parcel via a reliable carrier or our partner delivery service.
- Shipping costs are at the buyer’s expense for voluntary returns (non-defective items).
- (In the event of a defective item, please inform us in advance; lolena.ch can cover the cost of transport).
Control
- Once we have received the parcel, we check that the product complies with our return conditions (unworn, complete, etc.).
- If it meets these conditions, we will validate your return request.
Refund
- Refunds are made by the same means of payment used at the time of purchase (credit card, etc.) within 7 to 14 days.
- Please note that bank or payment platform delays may delay the appearance of the refund on your account.

Exchange request
- If you wish to exchange your jewel for another model, please contact us by e-mail or telephone, specifying your order number and the desired item.
Price Difference and Availability
- If the desired item is more expensive than the original, the price difference must be paid.
- If the item is no longer in stock, you can opt for a refund or choose another model.
Transport costs
- Transport costs for sending an exchange are at the buyer’s expense, except in the case of a defective item. In this case, lolena.ch will cover the costs.

Please return your items to the following address:

Lolena.ch, Asu Naz Sarigol
Chemin de Bonne-Espérance 12
1006 Lausanne
Switzerland

Promotions / Sales: Return and exchange terms may vary for promotional or sale items, in accordance with the terms of the promotional campaign.
Customized parts: Returns or exchanges are only possible in the event of a defect or delivery error.
Damage due to misuse: Items damaged as a result of mishandling or inappropriate use are not covered by our return or exchange policy.

If you have any questions or need support regarding your order, please contact us :

This policy has been drawn up in accordance with consumer protection and distance selling legislation.
In the event of contradiction or the need for further information, the statutory provisions in force shall prevail.