How do I return or exchange an order?

Please email your order number and reason for return at hello@lovelei.com to register your return or exchange and we will provide you with further instructions on how to proceed with the process. If you wish to make an exchange, please provide your order number, the item you wish to exchange and the new item and size you wish to purchase instead.

How do I know my payment method is safe?

All transactions placed on our website are protected due to our HTTPS protocol, which means your information is encrypted. When paying with credit card we also have a 3D-secure protocol to offer you a safe payment.

What available payment options are there?

You can pay with a card from the following card suppliers: Visa, Mastercard and American Express. You may also use Klarna where the following options are available in selected countries:
Pay now
Pay within 30 days
Swish
Monthly financing
Direct debit transfer
Monthly invoice

I need my order sooner than the regular delivery time – is that possible?

Please reach out to us at hello@lovelei.com and we will do our best to accomodate

Can I change or cancel my order after it has been placed?

It is usually not possible to change or cancel an order after it has been placed, however please do reach out to us if you want to cancel or change your order and we will do our best to accomodate.

What is the order delivery time?

All Lovelei pieces are carefully made to order with a production time of 4-6 weeks. Please allow an additional 1-3 working days (Sweden) and 2-5 days (Europe) for the parcel to be delivered to you.

Why are there not pictures of all products in both white and yellow gold?

All product images used on the website are analog and photographed using real products. This means that we do not make digital renders of the products which easily could be made in all possible combinations. Since there are hundreds of product combinations, we have chosen to mix different gold colors and carat weights to show as many combinations as possible. If you wish to see product pictures other than those offered on the website, you are more than welcome to contact us at hello@lovelei.com or use this form, and we will do our best to accommodate. 

Will the lab-grown diamonds come with a certificate?

Round brilliant cut lab-grown diamonds 0.30 ct and above will come with a certificate from either IGI or GIA. Round brilliant cut lab-grown diamonds less than 0.30 ct are never certified. All other shapes will come with a certificate 0.50 ct and above.

What is the difference between lab-grown diamonds and mined diamonds?

The creation process for a lab-grown diamond is based on the exact same parameters as a mined diamond with the difference that it is created in a laboratory. This means that the lab-grown diamonds have the exact same appearance and qualities as mined diamonds. You can read more about lab-grown diamonds here.

What are lab-grown diamonds?

Lab-grown diamonds are diamonds that are created in a laboratory environment rather than being mined from the earth. They have the same chemical composition and crystal structure as natural diamonds, making them visually and physically identical. The primary difference lies in their origin.

It is important to note that lab-grown diamonds are not considered “fake” or “imitation” diamonds; they possess the same physical and chemical properties as natural diamonds. They are a genuine and sustainable alternative for those seeking beautiful, high-quality diamonds with a reduced environmental impact.

What is your jewelry made of?

Lovelei uses recycled 18k yellow and white gold in all products. All gemstones used (both diamonds and colored gemstones) are lab-grown.

Where is your jewelry made?

Our jewelry is designed and handcrafted in Stockholm, Sweden by highly skilled artisans. It is important for us to be involved in the production process and to eliminate as many middle men as possible whilst maintaining the highest quality possible.

How do I know my bracelet size?

Measure your wrist and add approximately 1.0 cm to your wrist measurement for a snug fit. For a comfortable fit, add 2.0 cm. If you need a bracelet length other than those we offer on the website, please reach out to us at hello@lovelei.com to make a customization.

Do you have a physical store or showroom?

We do not have a physical store. You do have the opportunity to meet with one of our experienced sales representatives in Stockholm if you would like to see our full collection live. Please use this contact form to schedule an appointment.

Is it possible to try on jewelry before making a purchase?

Yes, we offer physical meetings in Stockholm, Sweden. If you want to schedule a physical meeting please email us at hello@lovelei.com. If you need help figuring out your ring size, read this page for more information and order a ring sizer kit here.

Can I book a physical meeting and how do I do that?

You can schedule a physical meeting with us in Stockholm, Sweden, please contact us at hello@lovelei.com. You will be able to see and try on the full collection and find your ring size. All items shown are made with diamond simulants set in our exact design for safety reasons.

What can I expect during my digital appointment?

During your digital appointment we will focus on what you would like to know more about. We can showcase jewelry, explain sizing, the customization process and more. It is the perfect opportunity to ask any questions you may have. The appointment is scheduled to 30 min and will be via a video platform.

Is it possible to book a digital appointment?

We offer digital appointments, which you can schedule here.

What is the shipping cost?

All parcels are shipped free of charge. We ship our parcels fully insured with Postnord REK, DHL Express or Fed-Ex depending on the parcel value and destination.

What happens if my parcel gets lost?

If your parcel is lost or stolen in transport a claim will need to be filed with PostNord or FedEx. This process may take up to 60 business days. During this time Lovelei can not be held liable for the package nor able to send you a replacement or issue a refund. Once the claim has been processed Lovelei will send you a replacement. Kindly remember that there might be an additional waiting time while your new item is being made, since all items are made to order.

If your parcel is lost or stolen while under transportation, please contact us as soon as possible, within a reasonable time, by sending an email to hello@lovelei.com and we will start the claim process. 

Will my parcel be insured?

All parcels are shipped trackable, fully insured and require signature and/or ID proof upon delivery or pickup.

How will my order be delivered?

For deliveries in Sweden, parcels sent with PostNord REK will be delivered to a PostNord Service Point where you will have to show a valid photo ID and sign for the parcel. Parcels sent using FedEx Door-to-Door Service will be delivered to the address stated when placing the order.

For deliveries to Europe, parcels will be sent with FedEx Door-to-Door Service and delivered to the address stated when placing the order.

All orders are shipped fully insured.

How do I track my order?

As soon as your order has been shipped, you will receive a tracking number via email. If you have not received a tracking number or a confirmation email stating that your parcel has been shipped, please contact us at hello@lovelei.com for further assistance.

What is the delivery time?

The production time from when you place your order is usually 4-6 weeks. The delivery time for Sweden is 1-3 working days. To Europe, delivery times are 2-5 working days.

What countries do you ship to?

We ship to all countries in the European Union, Norway and the UK. Please do keep in mind that all duties and taxes will be paid by the buyer.

When will I receive my exchanged item?

The new item will have the same delivery time as the first order since all items are made to order, that is about 4-6 weeks delivery time after we have accepted and registered the item sent back for an exchange.

How do I make a return?

Please email your order number and reason for return to hello@lovelei.com to register your return or exchange and we will provide you with further instructions on how to proceed with the process. If you wish to make an exchange, please provide your order number, the item you wish to exchange and the new item and size you wish to purchase instead. 

Can I return or exchange my order?

Lovelei offers a 30-day return and exchange policy for a full refund on all website products with the exception for special order items/customizations and products with a value of 100 000 sek or more. Please read here for more information on our return and exchange policy.

What repairs are covered under the warranty period?

Lovelei offers a 3-year warranty on all jewelry. The warranty covers any defects in manufacturing and workmanship. Jewelry covered by our warranty will be repaired (if possible) or replaced, at our discretion. 

Only original and unaltered pieces will be covered by the warranty. Therefore, all re-sizings and engravings should be performed by Lovelei or by an affiliate of ours. Any third-party or outside jeweler altering your jewelry will void your warranty with us. 

You can read more about our warranty here

Can I design my own piece of jewelry with Lovelei?

Yes, it is possible to fully design and customize with Lovelei Atelier. You can read more about our customization process or schedule a consultation with us here.

Can I order a ring with a different quality than offered on the website?

Yes, that is possible and would be considered a customisation. Please reach out to us here for further guidance.

Can I order a jewelry piece with a different diamond shape or size other than what is offered on the website?

Yes, that is possible and would be considered a customization. Please reach out to us here to start the customization process.

Can I order jewelry with larger diamonds than those offered on your website?

Yes, that is possible and would be considered a customisation. Please reach out to us here for

Can I borrow a ring for a proposal?

Yes, the cost for this is 1000 sek and will be refunded once the ring has been returned to us and an order has been placed. Please contact us at hello@lovelei.com to initiate this process.

What should I do if I have a problem with my jewelry?

If your Lovelei piece(s) need repair during the warranty period or after, please contact us at hello@lovelei.com for further information and assistance.

Can I have my jewelry checked and cleaned?

We offer one cleaning and check-up service for our engagement rings within the warranty period. You can read more about how to clean and take care of your jewelry here.

Can I have my ring engraved?

We offer one free engraving service on all engagement rings and wedding bands. If you wish to engrave your ring after you have received it, please reach out to us at hello@lovelei.com for further assistance.

Can I have my ring resized?

We offer one resizing free of charge on our rings within a time period of 30 days after the ring has been received. Please email us at hello@lovelei.com to initiate the process.