JEWELRY CARE & REPAIRS
CANCEL OR CHANGE MY ORDER
If you need to cancel or change your order, please notify email@example.com immediately following placing the order. Kindly note, once you receive your final email confirmation with tracking information, we may not be able to change your order.
What if my products are damaged upon arrival? If the contents of your package were damaged during transit, we will work with you to address this issue with the shipping carrier and repair or replace your items if possible. Please contact us right away at firstname.lastname@example.org with the outlined damages and photos. We must be notified of any damages upon delivery within 1-2 calendar days of your order being delivered.
We are not responsible for packages that are lost or unretrievable from your designated shipping address once delivered. We strongly urge you to select a secure shipping location. If you need to make a change to your shipping address, email us at email@example.com as soon as possible. We can change the address as long as the package has not left our facility, but unfortunately, we cannot reroute a package once it has shipped. In the event your package does go missing in transit, please notify us immediately and we will help you file a claim with the shipping carrier.
International shipments are shipped via DHL Express International who provides customs clearance and door-to-door delivery service. Duties and import taxes are determined by the customs agency within the destination country. Although charges are not always incurred, assessment of duties and taxes will be based on the value of the order and the tax-free threshold, if it exists, for goods imported into the destination country. Payment of any duties and import taxes are paid at checkout. ALL DHL shipments MUST include a phone number and email address, it is necessary and if not included your order will not be processed.
Standard shipping orders will ship within 2 weeks of order confirmation unless otherwise noted. Once your international order has shipped, we estimate that you will receive your order within 3-10 business days of its original ship date. International orders may experience delays caused by customs; please contact the carrier directly for any shipping inquires. These notifications can be accessed through the tracking number provided in your final confirmation email.
We accept exchanges on full-priced products in their original condition, unworn and unused, within 14 days of your purchase. Used or worn merchandise cannot be returned unless defective. Once a return has been delivered back to Holst and Lee, it can take up to 10 business days (M-F) to inspect & process a return. An email confirmation of the exchange will be sent.
We do not accept liability for shipping loss or damage of returned goods. We package all our shipments with care and ask our customers do the same when they need to return goods.
Customers are responsible for shipping costs when sending returns to Holst and Lee unless the item arrived damaged and then we will happily send you a return label.
Customers who place orders during our holiday promotional periods starting in November 24th are able to request exchanges until January 5th. Please note any exchange orders during this window will have a longer return processing window due to holiday volume. We thank you for your patience during this time.
ALL SALE MERCHANDISE IS FINAL SALE.
Fee is contingent upon material availability and the nature of the repair.
Holst and Lee reserves to the right to deny unreasonable repairs, returns and exchanges.
REPAIR POLICY AND PROCESS
For items purchased from holstandlee.com, we will gladly offer a replacement or credit for any defective merchandise within two months of purchase at no charge. This is only if you have worn the item and there was a defect with the item. The exchange policy is listed above and is different from the repair policy.
After two months of purchase, repair requests will be assessed by our team and a charge will be applied in order to cover the shipping, labor and materials required to repair your item, if possible. Holst and Lee will provide a shipping label to ensure proper receipt and return of your damaged item. All repairs must be sent in a box with bubble wrap to ensure no further damage occurs.