Return and Refund Policy

We want you to completely love your LORETANA premium jewelry. If you are not entirely satisfied with your purchase, you have the right to return or exchange your order within 30 days from the date it was received.

Conditions for Return

  • The item must be unworn, unused, and returned in its original condition.
  • It must be in its original packaging with all tags attached.
  • Hygiene Exceptions: For health and hygiene reasons, we do not accept returns or exchanges on pierced earrings (including studs, hoops, and hooks) once the order has been dispatched, unless the item arrives defective. If your earrings feature our interchangeable modular system, you may exchange the detachable components, but the pierced base cannot be returned.
  • Custom Exceptions: Personalized, bespoke, or custom-engraved items cannot be returned unless they arrived defective or damaged.

Fees & Refunds

  • Return Shipping Fee: FREE. Returns via an Omniva Parcel Machine are completely free of charge.
  • Restocking Fee: €0.00 (We do not charge any restocking fees).
  • Refund Timeline: Once we receive and inspect your returned item, the refund will be automatically applied to your original payment method within 5-7 business days.

Fair Use Policy

We monitor return activity to protect our customers and maintain the highest quality of service. If we notice an unusual pattern of excessive returns associated with a specific account, we reserve the right to limit, refuse, or charge a restocking fee for future returns, or restrict the account from making future purchases.

How to Return Your Jewelry

Returning your jewelry is simple and free. Please follow these exact steps to drop your package off at an Omniva Parcel Machine:

  1. Prepare the Package: Securely pack the item in its original LORETANA packaging. Please place the jewelry box inside an additional protective shipping mailer or outer cardboard box to prevent damage during transit. Leave the original delivery address card attached to the outer box.
  2. Go to an Omniva Terminal: Visit your nearest Omniva Parcel Machine. Tap the screen to wake it up and select the "Return parcel" option.
  3. Enter Your Code: Input the 6-digit return code you received via SMS or email when your order was originally delivered.
  4. Dispatch the Item: If the machine prints a new return label, attach it clearly to the outer packaging. Place the package into the open locker, close the door, and press "Confirm".

Lost your 6-digit code or returning from outside the Baltics? Email us at info@loretana.com with your order number, and our support team will manually provide you with a return label and alternative instructions.

Damaged or Incorrect Items

Your experience is our top priority. If you receive a defective, damaged, or incorrect item, please contact us immediately at info@loretana.com with your order number and clear photos of the issue. We will arrange a replacement or issue a full refund right away.

Contact Information

If you have any questions about your return, please reach out: