Frequently asked questions

Choosing jewellery, preparing a gift or checking an order? These answers will help. If you need advice on a particular piece, email hello@lisaconcept.ro or call +40 792 468 099.

Orders, delivery and gifts

When will my order be dispatched?

In-stock orders are usually prepared within 1–2 working days. Standard pre-orders and personalised jewellery have production times stated for the piece or confirmed with you. The delivery estimate and cost depend on destination and the option chosen before payment. Let us know before ordering if you need a gift by a particular date, so we can check what is possible.

Can I change or cancel an order?

Contact us as soon as possible with the order number. We will check its progress and which changes are still possible. Specifications, price, deposit and production time for a personalised piece are agreed in writing. A standard pre-order is not automatically personalised. Statutory withdrawal and faulty-goods rights apply separately.

How do I track my order or find the invoice?

Order and dispatch information is sent to the email address provided. Check your spam folder if it has not arrived. If you cannot find the invoice or confirmation, contact us with the details of the purchase.

Can I collect from the showroom?

Choose collection where offered at checkout and wait for the collection confirmation. An order concluded online remains a distance purchase even when collected later. A purchase concluded entirely in the showroom follows the in-person purchase rules.

Do you offer gift cards?

Gift cards available online and in the showroom are used under the value, validity and redemption terms displayed at purchase. Contact us if you received jewellery as a gift and need help identifying the order. A voucher cannot be imposed instead of a statutory refund.

How do promotions work?

Each promotion has its own eligible products, dates and combination rules. Consult the campaign terms before ordering. A discount does not remove legal rights. Subscribe to our newsletter if you wish to hear about new collections and offers.

Returns

How long do I have to return an online order?

For an eligible distance purchase, notify us clearly within 14 calendar days of physical receipt, without giving a reason. You then have a separate 14 days after notification to dispatch the goods. A fault report alone may not clearly communicate withdrawal. Email your decision and keep proof.

Who pays for a change-of-mind return?

You pay return shipping for a change-of-mind return. Lisa&Co. does not offer free shipping for this type of return. We do not offer a free return label for this type of return. On withdrawal from the whole order we refund the original standard delivery charge as well as the price. More expensive optional delivery is refunded only up to the standard charge. Partial returns are assessed under the order circumstances.

When will I receive my refund?

Withdrawal refunds are made without undue delay, within 14 days after notification. We may wait until the jewellery or evidence of dispatch arrives, whichever happens first. Refunds use the same payment method unless you agree otherwise without extra costs. See Shipping and returns.

Can I return earrings or a pre-order?

There is no automatic exclusion for all earrings or all pre-orders. A standard model ordered in advance is different from clearly personalised jewellery. The hygiene exception requires qualifying goods supplied sealed and unsealed by you, with the necessary information before purchase. Not all our pieces have a hygiene seal. Rights for faulty goods remain.

Can I return a showroom purchase because I changed my mind?

There is no general statutory 14-day withdrawal right for a purchase concluded directly in the showroom. For new purchases, we do not offer a voluntary change-of-mind exchange or voucher. Earlier promises are honoured, and legal rights for faults remain.

Warranty and care

What if I receive damaged jewellery?

Keep the piece, any loose parts and relevant packaging. Contact us promptly with the order number, description and clear photos where possible, so we can arrange assessment and transport. An unboxing video or reporting within 24 or 48 hours is not required to retain legal rights.

Does the two-year guarantee cover all wear?

It covers a lack of conformity originating at delivery, rather than an unchanged appearance under any use. Friction can wear a plated ring; impact can bend a post; perfume and spray can affect pearls or shell pearls. An unusually rapid change under normal wear may need assessment. Wearing a piece alone does not establish the cause. See Materials and care.

What do 30 days, one year and two years mean?

Under Romanian law, a lack of conformity found within 30 calendar days gives a right to replacement, not an automatic refund. During the first year, the origin at delivery is presumed unless rebutted or the statutory exception applies. The two-year legal period covers delivery-origin faults appearing within it. Repair can extend the period and replacement starts it again for the replacement piece.

Can I insist on a refund instead of replacement?

Tell us your preference. A refund for a fault requires the legal conditions for termination, such as a sufficiently serious issue, an unsuccessful remedy or a refusal or failure to remedy appropriately. A minor fault does not allow termination; we must establish that it is minor. A separate valid change-of-mind withdrawal follows its own rules.

Who pays transport for a warranty claim?

Lisa&Co. bears necessary transport costs for a covered lack of conformity. We agree the practical arrangement before dispatch. If the cause needs assessment, an agreed reasonable cost advanced by you is reimbursed for a justified claim; we organise shipment if arranging or advancing it would create significant inconvenience. See Warranty.

What happens with an outlet piece bought at an event?

The particular imperfection disclosed before sale and expressly accepted separately is assessed under that agreement. Other faults remain covered; the discount alone does not remove legal rights. Change-of-mind rights at an event depend on the circumstances of the sale.

I live outside Romania. Can I still use the guide?

Yes. The Returns and warranty guide provides indicative Romanian-law time limits, costs and next steps. We also check mandatory rules applicable to your country before confirming the solution.