Return Policy

Can I return my order?

Yes, you can.

If you are not satisfied with your order, you can return the product within 30 days of receipt, provided that:

The order must be in its original packaging with all its components.
Signs of normal use are acceptable, but damage caused by misuse will not be accepted.
Hygiene products must be returned clean and unused.
Any product defects must be reported immediately upon receipt.
The customer is responsible for the shipping costs for the return.
The return will be processed within 7 business days of receipt.
If all requirements are met, the return will be officially accepted.

Lucia & Sofia Gioielli reserves the right to refuse returns in cases of abuse of the policy or damage caused by the customer.

How can I return my order?

If you meet the requirements for a return, please follow these steps:

📧 Send an email to info@candacechloejewelry.com with the following information:

Order number
Reason for return

Photo of the product (in case of damage)

Full name

Full address

We will reply with the correct address for the return.

❗ Please note: do not send the package to the sender's address. Only use the address provided by us.

🔁 Please note: we do not offer free returns. The customer is responsible for the shipping costs for the return.

Right of withdrawal (valid for individual users only)

A. Conditions of withdrawal

You have the right to withdraw from your purchase within 14 days of receiving the last item in your order (whether received by you or by a third party other than the carrier).

However, your order will be processed automatically within 15 minutes of being placed.

During this period, payment will be transferred directly to our supplier and delivery will begin immediately: this is how we are able to offer fast delivery and competitive prices.

If you wish to cancel your order within 15 minutes, please contact us as soon as possible. We will do our best to help you, but we cannot guarantee that the cancellation will be successful after this period.

📧 Send a clear cancellation notice to: info@candacechloejewelry.com

The cancellation will only be considered valid after the returned product has been delivered to our headquarters.

The shipping costs for the return are the responsibility of the customer.

Order already shipped

As the products are shipped from Asia, delivery times may be longer.

If your order has already been shipped, it cannot be canceled. You must wait for the order to arrive, then return it following the instructions above.

If you notify us of your intention to cancel your order in advance, this will speed up the return process. Please provide the tracking information.

Refund after cancellation

Once the cancellation has been approved:

We will refund the full amount paid (excluding shipping and special additional costs).
The refund will be processed within a maximum of 14 days of receipt of the product and the cancellation request.
The refund will be made using the same payment method used for the purchase (unless otherwise agreed).
There are no additional costs for the refund.

Order refused/undeliverable

If the customer refuses to receive the order or if the order is returned due to an incorrect address/undeliverable, a fee of €15 per item will be charged for processing and logistics costs.

This fee is used to cover the costs of processing the package, shipping, and storage involved in the return process.

All returned products must be shipped at the customer's expense to our central warehouse in Asia.