At Lilla Silver, we care about the quality of our products and your satisfaction. Every order is carefully checked and prepared before shipping.

Please read our return and refund policy below before placing your order.

1. Returns & Exchanges

We accept returns or exchanges under the following conditions:

  • The customer must contact us within 48 hours of receiving the order.
  • The product must be unused, unworn, and in its original condition.
  • The product must be returned with its original packaging and all included accessories.
  • The product must not show any signs of damage, scratches, modification, or use.
  • Customized or personalized products are not eligible for return or exchange, unless the product arrives damaged or there is an error from Lilla Silver.

2. Damaged or Incorrect Products

If you receive a product that is:

  • Damaged upon delivery
  • Defective
  • Different from the product you ordered
  • Missing an item from your order

Please contact us within 48 hours of receiving your order.

For damaged or incorrect orders, please send us:

  1. Your order number.
  2. Clear photos of the product.
  3. Clear photos of the packaging.
  4. A short description of the issue.

Our team will review the case and provide the appropriate solution.

Depending on the situation, we may offer:

  • A replacement product.
  • An exchange for another product.
  • A refund.

3. Non-Returnable Items

The following items cannot be returned or exchanged:

  • Customized or personalized products.
  • Products that have been worn or used.
  • Products with scratches, damage, or signs of misuse.
  • Products that have been modified or altered.
  • Products returned without their original packaging.
  • Products returned after the specified return period.

4. Change of Mind

If you change your mind after receiving your order, you may request a return within 48 hours, provided that the product is unused, unworn, undamaged, and in its original packaging.

In this case, return shipping costs are the customer’s responsibility.

The original shipping fee, if applicable, may also be non-refundable.

5. Refunds

Once your returned product is received and inspected, we will notify you whether your refund has been approved.

If approved, the refund will be processed using the appropriate available payment method.

Refund processing time may vary depending on the payment method and financial institution.

For cash-on-delivery orders, the refund may be made through an agreed electronic payment method.

6. Exchanges

If you would like to exchange an eligible product for another item, please contact us within 48 hours of receiving your order.

The replacement product will be shipped after the returned product has been received and inspected.

If the new product has a higher price, the customer will be responsible for paying the price difference.

If the new product has a lower price, the difference may be refunded according to our applicable refund procedure.

7. Return Shipping

If the issue is caused by Lilla Silver:

If you received the wrong, damaged, or defective product, Lilla Silver will cover the applicable return/replacement shipping costs after confirming the issue.

If the return is due to a change of mind:

The customer is responsible for the applicable return shipping costs.

8. Product Care & Warranty

Jewelry is a delicate product and should be handled with care.

Normal changes caused by:

  • Exposure to water
  • Perfume
  • Cosmetics
  • Sweat
  • Chemicals
  • Improper storage
  • Scratches or physical damage

may not be considered manufacturing defects and may therefore not qualify for a refund or exchange.

For best results, store your jewelry in a dry place and avoid direct contact with perfumes, chemicals, and water whenever possible.

9. Special Policy for Customized Jewelry

Customized products, including products made with a customer’s:

  • Name
  • Photo
  • Personal text
  • Arabic calligraphy
  • Custom design

are made specifically for the customer and cannot be returned or exchanged due to change of mind or incorrect personal preferences.

However, if the customized product has a manufacturing defect or was made incorrectly due to an error by Lilla Silver, please contact us within 48 hours of receiving the order so we can review the issue and provide an appropriate solution.

10. Order Cancellation

Orders may be cancelled before they are processed or shipped.

Once an order has been processed or shipped, cancellation may no longer be possible and the customer may need to follow the applicable return procedure.

For customized products, cancellation may not be possible once production has started.

11. Refused or Unclaimed Orders

If an order is refused or remains unclaimed by the customer for reasons unrelated to Lilla Silver, the customer may be responsible for the applicable shipping and return costs.

Any refund will be processed after deducting applicable shipping or other costs, where applicable.

12. How to Request a Return or Exchange

To request a return or exchange, please contact us through our official communication channels and provide:

Order Number:
Customer Name:
Phone Number:
Reason for Return/Exchange:
Photos/Videos of the Product (if applicable):

Our customer service team will review your request and guide you through the next steps.

13. Important Notice

Lilla Silver reserves the right to reject a return or exchange if the product does not meet the conditions stated in this policy.

This policy applies to purchases made through the Lilla Silver official website and may be updated from time to time.

By placing an order with Lilla Silver, you acknowledge that you have read and agreed to this Refund & Returns Policy.

Contact Us

For any questions regarding returns, exchanges, or refunds, please contact Lilla Silver Customer Service through our official channels.

Lilla Silver
Website: lillasilver.com
Instagram: @lilla.silverr
TikTok: @lilla.silver

Thank you for choosing Lilla Silver.