FAQs

> DO OUR JEWELS CONTAIN NICKEL, LEAD OR CADMIUM?

The nickel-free, lead-free and cadmium-free guarantee applies to 90% of our jewelry (as indicated each time in the description of the article). The majority of our jewelry is stainless steel , made from 304 or 306 L steel.

> ARE YOU A DROPSHIPPING SITE?

No, we do not drop-ship on our site. We have our own stock and ship our orders from France.

> HOW LONG WILL TAKE MY ORDER TO ARRIVE AT ME?

As a general rule, an order will reach you within 3 to 5 working days in France. (Refer systematically to the sheet of the product you order for more information). If you are not in France, allow a few extra days before receiving your item.

(These times do not take into account any delays caused by out of stock, customs, strikes, theft or other exceptional circumstances that are beyond our control.)

You can also track the progress of your order via our tracking page.

We cannot ship packages on weekends and holidays.

Shipping times - If you place your order before 12 noon, it will be processed the same day. If you place your order after 12 noon it will be processed the next morning. All lead times announced are calculated in working days.

Delivery - the postman comes to you. In case of absence, he comes back to you the next morning. In case of absence on his second visit, he leaves you a delivery notice and you can then collect your package at the post office closest to you.

Good to know: La Poste keeps your package (colissimo) in its offices for 14 days.

If an error is made when entering your address, or your payment information, Lilloubella can in no way be held responsible.

To know: We have several warehouses and logistics partners, your order will probably arrive at your place in different packages.

Don't worry if you receive one before the other.

Parcels of less than 30€ will be delivered by letter followed.

Deadlines for follow -up letters : ( As an indication).

Metropolitan France: The letter followed allows you to follow the distribution of your package: Distribution within 4 days (working) deadlines not guaranteed by the post office.

Dom Tom: The letter followed allows you to follow the distribution of your parcel: Distribution within 15 days (working) deadlines not guaranteed by the post office.

Europe: The letter followed allows you to follow the distribution of your package: Distribution within 10 days (working) deadlines not guaranteed by the post office.

Maghreb: The letter followed allows you to follow the distribution of your package: Distribution within 15 days (working) deadlines not guaranteed by the post office.

Shipping cost:

On our site, delivery costs are offered for all orders only in (Metropolitan France).

For other countries, you can calculate the shipping costs when validating your basket.

Our prices:

🇬🇧 France: Free

💶 Euro Zone: €3.00 (€6 from 30 euros of purchases)

🇪🇺 Europe: 3.00€ (8€ from 30 euros of purchases)

🇩🇿🇲🇦🇹🇳 Maghreb: €3.00 (€8 from 30 euros of purchases)

🇬🇧 United Kingdom: 3.00€ (8€ from 30 euros of purchases)

🌎 World: 3.00€ (8€ from 30 euros of purchases)

> WHAT CAN I DO IF THE PRODUCTS I ORDERED HAVE NOT ARRIVED?

You can contact us via the contact form or by email contact@lilloubella.com a Customer Service Representative will answer your questions Monday to Friday from 9 a.m. to 7 p.m.

However, the carrier may not have found your home.

We will conduct an internal investigation, and do everything possible to complete your delivery.

Once the report of this investigation has been received, we will be able to proceed with a refund or a shipment.

Otherwise, criminal penalties may be incurred.

> I HAVE PROBLEMS ORDERING ONLINE, WHO SHOULD I CONTACT?

For any problem with online ordering, contact us by email contact@lilloubella.com. An answer will be given to you within 48 hours!

> HOW TO FIND AN ORDER NUMBER?

You will find your order number in the details of your purchase: it contains a # followed by numbers. Use it to track your order.

> CAN I CHANGE THE ORDER I MADE?

You can change your order provided it has not been prepared and shipped. Contact us by email contact@lilloubella.com for a problem of this order.

Exchanges (if applicable)
We only replace items if they are faulty or damaged. If you need to exchange it for the same item, send us an email contact@lilloubella.com .

> CAN I CANCEL MY ORDER?

You can cancel your order if it has not been prepared or shipped, otherwise you can return the product to us once received (Withdrawal period: 7 days).


Indicate the object of the return as well as your order details (otherwise the refund cannot be made).

> WHAT ARE THE PARCEL DELIVERY COSTS?

Delivery costs are offered only and systematically in metropolitan France at the time of confirmation of your order.

> I LIVE ABROAD, IS IT POSSIBLE FOR ME TO ORDER?

We deliver worldwide and depending on the destination delivery may take longer.

You can calculate the shipping costs when validating your basket.

When delivering overseas , customs clearance may result in delays and additional costs.

> I CAN'T FIND THE ARTICLE I'M LOOKING FOR ON YOUR SITE, DO YOU HAVE A SOLUTION?

Contact us by email contact@lilloubella.com our catalog is updated regularly, we may be able to inform you about a future product entry.

> HOW DO PROMO CODES WORK?

Discount codes are not cumulative. Example: If a 10% discount is already applied, it is impossible to use another promo code. An order can only benefit from one discount at a time.

> CAN I COMBINE A PROMO CODE WITH A DISCOUNT CODE?

You can share promo code and discount code. Just enter them one after the other in the required field. (gift card or discount code).

> WHAT IF I FORGOT TO USE MY PROMO CODE?

Unfortunately once your order is placed we are unable to manually add the discount.

However, this reduction can be used on your next order if it is still valid.

> HOW DO E-GIFT CARDS WORK?

The e-gift cards are sent by e-mail within 48 hours after the order.

Like the discount codes, click on the "Promo code" box and enter your card code. The reduction will then be deducted from the total of your order and you can proceed to the following stages of validation of your order.

The validity period of an e-gift card is 1 year from the date of purchase “can be used only once.“

Example:

1- the price of your item is higher than that of your e-gift card?

If your e-gift card is 20 euros and the items in your basket are 30 euros, you must add a difference of 10 euros.

2- The price of your item is lower than your e-gift card?

If your e-gift card is 100 euros and the items in your basket are 30 euros, you must add several items to reach the 100 euros in your basket.

“If no item is added, your remaining balance will be lost as our cards can only be used once.“

E-gift cards cannot give rise to any exchange or refund (total or partial) because the usage information is sent by email and received immediately.

> HOW TO JOIN THE AFFILIATE PROGRAM?

Sign up with an eligible Instagram account.

You must have an Instagram or other social media account to join the Affiliate Program. Once your application has been submitted, you will receive an email from us once we have approved your membership application. Processing your request usually takes 2 business days.

(It is forbidden to have multiple affiliate accounts.)

To know : If you own two affiliate accounts we will definitely close both accounts.

The affiliate program is on the following link:

https://lilloubella.goaffpro.com

> HOW DOES THE AFFILIATE PROGRAM WORK?

You will receive a personalized promo code when you join the Lilloubella influencer program. Promote your promo code on your social networks or your blog.

When your subscribers make a purchase on Lilloubella using your code, you receive a percentage of the sale.

Example: You share your promo code with your community, and every day an order of 20€ is made thanks to your code. In 1 month you can earn up to €600 simply by sharing your discount code.

You can also use it for yourself, this code is valid indefinitely.

Learn more about our affiliate program: Affiliate Terms & Conditions

> HOW CAN I REMOVE FROM YOUR MAILING LIST?

To stop receiving emails not related to your orders, simply click on the "Unsubscribe from list" button at the end of the last email you received, or contact us at contact@lilloubella.com a account manager will confirm the unsubscription.

You will no longer receive promotional emails from Lilloubella.

> EXCHANGE AND REFUND?

Our policy lasts 30 days. If 30 days have passed since your purchase, unfortunately we cannot offer you a refund or exchange.

You will be responsible for paying your own shipping costs to return your item. Your return postage is non-refundable.

Any lost package delivered with signature, will not be subject to any exchange or refund.

To be eligible for a return, or refunds your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Complete the return form legibly with all the information and slip it into the package.

The return form link is in your delivery confirmation email, if you have not received your delivery confirmation email contact us at contact@lilloubella.com

To complete your return, we need a receipt or proof of purchase.

All refunds will be made to the payment method used to pay for the order.

Please do not return your purchase to the manufacturer.

In some situations, only partial refunds are granted (if applicable).

Any item that is not in its original condition, damaged or missing parts for reasons not due to our error will not be eligible for a refund.
(Any items returned more than 14 days after delivery will not be refunded).

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, your refund will be processed and a credit will automatically be applied to your credit card or original method of payment, within a certain time frame.

Late or missing refunds (if applicable).

If you haven't received a refund yet, check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Then contact your bank. There is often some processing time before a refund is posted.

If you have done all of this and still have not received your refund, please contact us at: contact@lilloubella.com

If you have a price difference we will adjust it.

1- the price of your article is higher than that of your exchange?

We will send you a code to deduct the difference.

2- The price of your item is lower?

We will refund you the difference.

- For refunds by PayPal

PayPal applies commissions during certain transactions such as:

- receiving money (rates vary, for example depending on location
where the sender and receiver are located);

- currency conversion.

- processing of a chargeback by the sender of a payment you receive;

- carrying out a money transfer (in certain countries);

- the use of certain optional services such as
Group payment or PayPal Credit.

See all the conditions on your PayPal account

Sale Items (if applicable)

Only regular priced items can be refunded, unfortunately sale or sale items cannot be refunded.

> HOW TO GET YOUR INVOICE?

To download your invoice you must go to the order confirmation email that you will receive once your payment is accepted.

Once your payment has been made, an invoice will be automatically generated, you just need to download it.