Terms & Conditions

General

These terms govern your use of, and purchases from, the domain “lovelei.com” and will be valid for all your future transactions with WigrenSherwany AB (Lovelei) and visits to the site “lovelei.com”. By making a purchase from or using the site, you have agreed to these Terms and Conditions, and have thereby entered into a binding agreement with WigrenSherwany AB, here on referred to as “Lovelei”. Therefore, please make sure you have read and understood these terms when using our site. We reserve the right to revise these Terms and Conditions and users are thus responsible for keeping themselves updated with such changes.

Company Information

The registered domain “lovelei.com” is owned by

WigrenSherwany AB (559081-3886). Lovelei.com sells fine jewelry online.

WigrenSherwany AB

Box 3191

103 63 Stockholm, Sweden

Purchases

To lawfully make a purchase at the domain “lovelei.com”, your age must be 18 years old or older. An agreement is entered when you decide to place an order during the checkout process. In connection with your purchase, for us to fulfil our commitment to you, you agree to us storing and using your personal information in accordance with the current GDPR legislation.

Lovelei reserves the right to end a sale or limit the quantities of the products we supply and/or to refuse your order. Furthermore, we reserve the right not to deliver your product for any reason without any liability to you. Orders considered unusual or placed in bad faith will be refused and thus cancelled. In addition, we reserve the right to refuse any order from a client with whom there is a dispute concerning the payment of a previous order. All attempts of suspected or proven fraud will be reported to the Swedish police Lovelei reserves the right to cancel a purchase if any suspicion is raised without any liability to you.

Order process

Once you place an order at “lovelei.com” and make a purchase with us, you will be sent an automatically generated purchase confirmation to the Email address you entered in the customer data form during checkout. In case you did not receive an email from us after your purchase was placed, please get in touch with customer service here.

Once an order is completed, it will be shipped. You will receive a second confirmation email once your order is shipped, which marks the completion of your purchase.

We only send a digital receipt of purchases to the Email provided by you to us during the checkout process. If you need a printed receipt of your purchase, please get in touch with our customer service.

Fulfillment of order

At Lovelei, we will always do our best to fulfil our commitment to you. However, under certain circumstances, it might be impossible for us to complete your order and, thus, the completion of your purchase. For instance, if our suppliers cannot meet their obligations towards us but are not limited to this, our fulfilment to you will not be possible. If this, or any other unexpected circumstance, were to happen, we will give you notice immediately via email. An instance like this, where we can not fulfil our commitment to you due to the abovementioned circumstances, will give you the right and option to cancel your order/purchase with us. No compensation will be made by us to you other than a refund of the price you paid for the product(s) in question.

Prices

All prices on the website can currently be selected in SEK.

Prices on lovelei.com include Swedish VAT (25% of the total amount) or your country’s VAT rate if you are checking out from a country within the European Union with a VAT amount different from Swedish VAT. In the checkout, prior to placing a binding purchase, you can see the total price, including all fees imposed by us, taxes and potential shipping costs.

Lovelei reserves the right to change prices without any prior notice.

Delivery Times and Carriers

Sweden

Made-to-order items are shipped about 4-6 weeks after placing the order. Once your order has been completed and transferred to one of the carriers (PostNord REK or FedEx Door-to-Door Service), you will automatically receive an email or text message with your tracking number and more information about your delivery. Parcels shipped to Sweden will either be delivered to a PostNord service point and can be picked up within 14 days of delivery or by FedEx. FedEx Door-to-Door Service will be delivered to the address chosen when placing the order. You need to present a valid ID to retrieve packages from pick-up points.

European Union, including Norway and UK

Made-to-order items are shipped about 4-6 weeks after the order has been placed. Once your order has been completed and transferred to FedEx, you will automatically receive an email or text message with your tracking number and more information about your delivery. Parcels shipped will be delivered to the door by Fed-Ex Door-to-Door Service. You can always organize the details around your delivery beforehand with FedEx by contacting them directly once you have the tracking number.

All parcels are shipped fully insured and are trackable with the carrier. Please use the tracking number you received to track your package. If you have not received a tracking number, please get in touch with customer service at hello@lovelei.com or use this contact form.

Alternative Shipping Address

During checkout, you can specify an alternative shipping address, e.g. your office address. Please note that if you choose to pay with Klarna Invoice, you must state your registered address as the shipping address.

Changing Shipment Information

Should you need to change the recipient name or shipping address on the parcel, please contact Lovelei customer service to proceed. Kindly note that this request is only submitted by us and might not be accepted by PostNord or FedEx. The fee for a name or address change is 200 SEK and is to be paid via invoice.

Unclaimed Parcels

For parcels delivered to a PostNord service point you have 14 days to pick up your parcel. After 14 days your parcel will be returned to us. For all unclaimed parcels we charge 400 SEK for fees related to the returned delivery and handling costs. The fee will be deducted from the returned order refund or invoiced afterwards.

Missing or damaged parcels

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.

If you discover against any odds that something is missing or damaged when you open the shipment, this must be notified to us at the earliest possible time.

Customs outside the EU (excluding Norway)

Those who live outside the EU with partner countries may pay customs duties and the VAT rate that applies in the country of destination. Payment of VAT and customs will be handled by the shipping company. The duty on jewelry is often free or very low.

Refund policy

Lovelei offers a 30-day return and exchange policy for a full refund on all website products, except for special order items/customizations. Examples of products not eligible for a return are design changes on regular assortment, diamond sizes or specifications other than those on the website and customizations. Custom-made orders, modified items ordered from our website and special order items, i.e. where there have been changes made to the original design or for fully customized items, are not eligible for returns or exchanges. Furthermore, all products on lovelei.com with a 100 000 SEK or more value are not covered in our return policy thus, not eligible for returns.

Each customer is permitted one (1) exchange or return of our made-to-order items. Any additional pieces purchased are considered final sale. Kindly note that engraved and/or resized rings cannot be returned. The return period is counted from the day of the receipt of the product.

All items must be returned in unused condition, undamaged, unaltered, and without scratches or any signs of wear, in their original packaging, including diamond certificate(s) when applicable.

Please email us at hello@lovelei.com us to receive all return instructions or if you have any questions regarding our return policy.

Special order items

All jewelry made that differ in any way from our regular assortment, such as items from Lovelei Atelier where one or several CADs have been made to create a new design, or products from our standard assortment that have been modified in any way, are not covered by our return policy and are considered final sale. Examples of modifications could be but are not limited to, changing the diamond size/s or quality or any other design changes made to a product in our existing assortment. Please also note that our return and refund policy does not cover any orders, regardless of product type, with a price of 100 000 SEK or more.

All orders are considered final sale after you have accepted the design and placed/finalised the order. This means that, after a CAD has been completed or a modification to a product has been made, the order cannot be cancelled or changed.

Exchanges

All exchanges are free within Sweden. An exchange means that you choose to buy a new item, where any difference is refunded if you choose to exchange for an item of lower price. If you instead wish to exchange for an item of a higher price than your current one, you only pay the difference.

How to make a return

Please email us your order number and reason for return at hello@lovelei.com or use this contact form to get in touch with us to register your return or exchange and we will provide you with further instructions. 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 want to change to.

Payment

We are committed to providing our customers with the best possible shopping experience, which is why we have partnered with Klarna Checkout to make payments faster, easier, and more secure than ever before.
When you shop with us, you will have access to Klarna Checkout’s seamless payment processing system, which includes the following features:

Lovelei accepts credit or debit card payments via Visa and MasterCard. In some countries we offer invoice payments, direct debit and direct bank transfer options through our payment provider Klarna. Klarna is a 3D secure, PCI certified, encrypted payment system that processes all payments for Lovelei. By placing your order on our website you agree to Klarna’s User Terms and confirm that you have read Klarna’s Privacy Notice. Extra charges from Klarna may apply depending on the payment method, but will be stated during checkout. Charges by Klarna for late payments may apply.

Your invoice will be activated once your order has been shipped. Money will not be drawn from your account until activation of your invoice.

When paying by card you may be asked to provide your card number, the name of the cardholder, its period of validity and the CVC code. You confirm that the credit/debit card that is being used is yours or that you have been specifically authorised by the owner of the credit/debit card to use it. There is no extra charge for card payments.

We do not store any credit card or financial information, and all information is encrypted using SSL encryption. This ensures that your information is protected and cannot be accessed by unauthorised parties. If SSL is enabled, you will see a padlock icon at the top of your browser, and the URL will start with “https” to indicate a secure connection.

Your invoice will be activated after your order has shipped. Payment will be deducted once the invoice is activated.

If you have any questions or concerns regarding our payment options or security measures, please contact us. We are always here to help ensure your shopping experience at Lovelei is seamless and enjoyable.

Returns and Exchanges

We offer a 30-day return and exchange policy for a full refund on all website products, except for special order items/customisations and products with a price of 100 000 SEK or more. Examples of products not eligible for a return are design changes on regular assortment, diamond sizes or specifications other than those on the website and customisations.

For your item to be eligible for a refund, the item must be in its original, unworn condition without any scratches or signs of wear, in its original packaging and with its diamond certificate (if applicable).

Please email us at hello@lovelei.com to receive all return instructions or if you have any thoughts or questions regarding our return policy.

Return and exchange fees

All returns and exchanges are free of charge within Sweden, meaning that both the return shipping and the shipping of any replacement item(s) is covered and provided by Lovelei.

Within the European Union, customers are obliged to organize and pay for the return shipping. Please note that Lovelei is not responsible for packages lost or stolen in transit coming back to us and we therefore recommend that you use a trackable and insured shipping service.

For the return or exchange to be accepted the item(s) must be in unused condition, undamaged, unaltered, without scratches and in original packaging, including diamond certificate(s) if applicable. Any returns must be shipped/postmarked within 30 days of being received.

Personalized items, such as engraved rings, or items resized, damaged or modified by third party jewelers, cannot be returned or exchanged as well as all items considered final sale.

Register Your Return or Exchange

Please email us at hello@lovelei.com to register your return or exchange. Please include your order number and reason for return or exchange and we will provide you with further instructions. 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 exchange to.

Refunds

We shall as soon as possible, if under the jurisdiction of our return policy, refund you the full value that you have paid for the returned or exchanged item(s). Refunds are authorized only by us and processed by our payment provider Klarna. Refunds are made to the original purchaser’s credit card or bank account and can take up to 10 business days to show up on your account, from the time they have been approved. Because we carefully control each returned item prior to processing a refund or exchange, we allow ourselves up to 10 business days for authorizing a refund.

Quality Control

Lovelei will control all the returned items prior to processing the refund or exchange. All of our diamonds may be tested for their authenticity and their lab-grown origin. If damage, harm or alteration is caused to a purchased jewelry piece or a diamond piece by you or a jeweler or any other third party, our return policy and warranty will not apply, and the item will not qualify for a return, exchange or refund.

Warranty

Lovelei guarantees your jewelry to be free of manufacturing defects two years from the date of purchase. Manufacturing defects may include clasp breakage, missing pavé stones (stones 0.05 ct and smaller), loose diamonds, loose prongs or chain detachment from a jump ring.

Manufacturing defects do not include general wear and tear, scratching, stretched chain/rings, lost jewelry, or jewelry damaged due to improper use, cleaning or storage. Please note that we do not warrant against the loss of a center diamond, any certified diamonds, or any diamond larger than 0.03 ct. Only original and unaltered items are covered by the warranty. Any third-party or outside jeweler altering your jewelry will void your warranty with us.

We strongly recommend that you insure your jewelry to protect yourself should this ever occur. To ensure your jewelry remains in top condition, we recommend having it professionally checked at least once a year and follow our jewelry care guide.

Lab-Grown Diamonds

Lovelei sells diamonds created in a laboratory. Lab-grown diamonds have identical chemical, physical and optical properties to natural diamonds and are classified the same way as natural diamonds, according to the 4Cs. Our stones are carefully selected and always color D-G, with clarity VVS+ or VS+, excellent cut (when applicable), polish, and symmetry. Round brilliant cut lab-grown diamonds starting from 0.30 ct will come with a diamond certificate issued by International Gemological Institute. For fancy and step-cut diamonds, certificates are provided starting from 0.50 ct.

Gold

All our products are made with recycled 18k white and 18k yellow gold. The white gold is nickel free and rhodium coated, which is customary with white gold product standards. Rhodium coating wears off over time and will require coating to keep it looking its best. If you wish to re-coat your jewelry pieces, you are welcome to contact our customer service.

Deviations

All Lovelei pieces are handmade, and due to our pieces’ manufacturing process and craftmanship, the different measurements and gold color of each item may have slight deviations compared to the product and diamond information provided for every product. Width and thickness may vary up to 0.20 mm for other items, such as rings. For necklaces, chain lengths may vary +/- 0.50 cm. All uncertified lab-grown diamonds (0.30 ct and less) may vary between -0.01 ct and + 0.06 ct. For certified stones, the diamond carat may vary up to +0.10 ct. Thus, certified diamonds’ size will always be equal to the chosen carat weight or larger. The carat weight of colored gemstones may vary +/- 0.10 ct.

Errors, inaccuracies and omissions

Occasionally there may be information on our site or in the Service that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availability. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information in the Service or on any related website is inaccurate at any time without prior notice (including after an order submission).

We undertake no obligation to update, amend or clarify information in the Service or on any related website, including without limitation, pricing information, except as required by law. No specified update or refresh date applied in the Service or on any related website, should be taken to indicate that all information in the Service or on any related website has been modified or updated.

Website Content and Updates

Lovelei cannot guarantee that the content on the website page “lovelei.com” is free of inaccuracies or typographical errors. Neither can we ensure that all information is up-to-date, and Lovelei may revise the site’s content at any time. Furthermore, Lovelei holds the right to change prices and correct incorrect prices on all orders and final sales. This will allow you to place a new order with the correct price or cancel your already placed order.