Return & Refund Policy

At Once Loved by Lottie, we want you to shop with confidence. Every piece of jewellery is carefully inspected, cleaned and accurately described before it is offered for sale.

Returns

You have the right to return your purchase within 14 days of receiving your order.

To be eligible for a return, your item must:

• Be returned within 14 days of delivery.
• Be in the same condition as received.
• Include all original packaging and any accompanying certificates or documentation.

To arrange a return, please contact us at charlotte@oncelovedbylottie.co.uk before sending your item back.

Refunds

Once your return has been received and inspected, your refund will be processed to your original payment method within 5 working days.

Where required under UK consumer law, any applicable standard delivery charges will be refunded.

Customers are responsible for the cost of return postage unless the item is faulty, damaged, or not as described.

For your protection, we recommend using a fully insured and trackable postal service when returning jewellery.

Faulty or Incorrect Items

If your item arrives damaged, faulty, or significantly different from its description, please contact us within 48 hours of delivery with photographs where possible.

We will work with you to resolve the issue promptly, including offering a repair, replacement (where possible), or full refund.

90-Day Warranty

All jewellery purchased from Once Loved by Lottie is covered by a 90-day warranty against manufacturing defects or faults that were not present or disclosed at the time of sale.

This warranty does not cover:

• Accidental damage
• General wear and tear
• Loss of stones caused by accidental impact or misuse
• Damage caused by third-party repairs or alterations
• Damage resulting from improper care

Vintage & Pre-Loved Jewellery

Many of our pieces are vintage, antique, or pre-loved and may show gentle signs of age or previous wear. Any significant imperfections will always be described and photographed before sale.

Normal characteristics consistent with age are not considered faults.

Contact Us

If you have any questions regarding returns or refunds, please contact:

Once Loved by Lottie
Email: charlotte@oncelovedbylottie.co.uk