Terms of service
Last updated: 29 September 2026
These Terms of Service apply to every order placed on loretana.com, loretana.lt, loretana.lv and loretana.ee. Please read them together with our Refund policy, Shipping policy and Privacy policy. Nothing in these Terms limits the rights you have as a consumer under the law of the European Union or of your country of residence.
1. Who we are
The online store is operated by Loretana, MB, a company registered in the Republic of Lithuania, company code 307418489, registered address Draugystės g. 17-1, LT-51229 Kaunas, Lithuania. Email: info@loretana.com · Phone: +370 669 07 070. When these Terms say "we", "us" or "Loretana", they mean Loretana, MB.
2. Who can order
Our store is intended for consumers buying for personal use. We deliver to Lithuania, Latvia and Estonia only. To place an order you must be at least 18 years old or have the consent of a parent or guardian.
3. Products
Our jewellery is made of hallmarked 925 sterling silver. Some pieces are rhodium-plated or 14K gold-plated over 925 silver. Stones are AAAAA cubic zirconia unless the product page says otherwise. We describe and photograph every piece as accurately as we can; small differences in colour may come from your screen settings. Plating is a surface finish and wears with use over time.
4. Prices and payment
All prices are in euros and include VAT. Delivery costs are shown at checkout before you pay. The price you pay is the price shown when you place the order. You pay by card or another method offered at checkout; payments are processed by our payment providers, and we never see or store your full card details.
5. How the contract is made
When you place an order and pay, you send us an offer to buy. We confirm it by email. The contract between you and Loretana, MB is concluded when we send that confirmation. If we cannot accept an order (for example, if an item is out of stock or a price was shown in obvious error), we will tell you and refund any amount paid in full.
6. Engraving and personalisation
- We engrave exactly the text, symbol or photo you submit. Please check spelling, dates and the preview carefully before you order.
- Engraving guarantee: you approve the preview. If your engraving differs from it, we re-engrave or replace the piece free.
- By sending us a photo, you confirm that you have the right to use it. You grant us permission to use it only to make, deliver and service your order.
- We may refuse engraving content that is unlawful, offensive or infringes someone else's rights. In that case we will contact you and refund you if we cannot agree on a change.
- Engraved and personalised items are made to your specification. Under EU consumer law they are therefore excluded from the right of withdrawal (return for change of mind). They remain fully covered by the legal guarantee and our warranty in sections 9 and 10.
- Photo engraving is available on selected pendants only, as shown on the product page.
7. Delivery
We ship with Omniva to Lithuania, Latvia and Estonia. Orders leave us within 1 business day; engraved and personalised pieces within 48 hours (2 business days). Delivery times and costs are set out in our Shipping policy. The risk of loss or damage passes to you when you, or a person you name, receive the parcel.
8. Right of withdrawal and returns
By law, you may withdraw from a purchase within 14 days of receiving it without giving a reason. We extend this to 30 days. To return an item, email info@loretana.com with your order number or use the Omniva return steps in our Refund policy; return shipping through Omniva is free. We refund the price and the original standard delivery cost within 14 days of receiving your notice. We may wait until we have received the item back. The refund goes to your original payment method. You are responsible only for any loss of value caused by handling the item beyond what is needed to check it.
The following cannot be returned for change of mind: engraved or personalised items (section 6), and pierced earrings for health and hygiene reasons as described in our Refund policy. This does not affect your rights if an item is faulty.
9. Legal guarantee (faulty items)
We are responsible for any lack of conformity that exists when you receive your item and becomes apparent within 2 years. If an item is faulty, you are entitled to have it repaired or replaced free of charge; if that is not possible, you may be entitled to a price reduction or a refund. Please contact us with your order number and photos.
10. Loretana 24-month manufacturing warranty
In addition to the legal guarantee, we give a 24-month warranty against manufacturing defects (for example, a broken clasp or a stone setting that fails under normal wear). The warranty does not cover normal wear and tear such as wear of plating, scratches, damage from impacts, chemicals or incorrect care, loss, or alterations made by third parties. The warranty does not replace or limit your legal rights.
11. Complaints and disputes
Please send any complaint to info@loretana.com. We reply within 14 days. If we cannot resolve it together, consumers may turn to the Lithuanian State Consumer Rights Protection Authority (Valstybinė vartotojų teisių apsaugos tarnyba, Vilniaus g. 25, LT-01402 Vilnius, www.vvtat.lt) or to the consumer protection authority of their country of residence, or bring the matter before a competent court.
12. Liability
We are responsible for foreseeable loss caused by our failure to meet these Terms. Nothing in these Terms excludes or limits our liability where the law does not allow it, including for death or personal injury caused by negligence, for fraud, or for your statutory consumer rights.
13. Intellectual property
The texts, photos, videos, designs, logos and the name Loretana on this website belong to Loretana, MB or its licensors. You may use them for personal, non-commercial purposes only.
14. Reviews and customer content
If you post a review, you confirm that it is your honest opinion of a product you bought and allow us to show it on our website and in our communications. We may remove reviews that are unlawful, offensive or unrelated to the product.
15. Our store platform
Our store runs on Shopify. Every sale you make in our store is made directly with Loretana, MB; Shopify is not a party to the contract. Your personal data is handled as described in our Privacy policy and, for the platform, in Shopify's privacy policy.
16. Governing law
These Terms are governed by the law of the Republic of Lithuania. If you are a consumer living in Latvia or Estonia, you also keep the protection of the mandatory consumer laws of your country and may bring proceedings in its courts.
17. Changes to these Terms
We may update these Terms. The version published on this page when you place your order applies to that order.
18. Contact
Loretana, MB · company code 307418489 · Draugystės g. 17-1, LT-51229 Kaunas, Lithuania · info@loretana.com · +370 669 07 070