Refund policy
Last updated: 21 Apr 2025
1. Overview
Because every piece is custom-made, returns, refunds, or exchanges for reasons of size, preference, or change of mind are not accepted. This is consistent with Article 16 (c) of EU Directive 2011/83/EU, which exempts “goods made to the consumer’s specifications” from the 14-day withdrawal right.
2. What We Will Accept
| Reason | Deadline | Our Remedy |
|---|---|---|
| Manufacturing defect, transit damage, or wrong item | Within 7 days of delivery | Free replacement. If not possible, full refund. |
| Statutory warranty (e.g., latent defects under Japanese law, 2-year EU conformity guarantee) | As per local law | Repair, replacement, or refund, at our discretion. |
For hygiene reasons, earrings/pierced items cannot be accepted once the seal is broken unless they are defective.
3. How to File a Return Request
- E-mail hello@lanriajewelry.com within the deadline, stating order number, your name, description of the issue, and clear photos.
- We will issue a Return Merchandise Authorization (RMA) and shipping instructions.
- Ship the item back using a trackable service. Unless we send you a prepaid label, return freight is your responsibility.
- We will inspect the item and dispatch a replacement or process a refund within 7 business days after receipt.
4. Refund Methods
-
Credit / Debit Card(including Shop Pay and digital wallets)
– Credited to the same card. Your card issuer may take up to two billing cycles to post the refund. -
Bank Transfer
– We refund in Japanese yen; transfer fees are on us. -
Gift Card
– Credited to your store balance (non-redeemable for cash). -
PayPal
– Once processed, the refund will be automatically returned to your PayPal balance or your original payment method (e.g., credit card). -
Digital Wallets (Apple Pay, Google Pay, iDEAL, Bancontact, etc.)
– Refunded to the underlying credit card or bank account. May take 1–10 business days to complete. -
Convenience-Store Payment (FamilyMart, Lawson, 7-Eleven, Mini Stop, Daily Yamazaki, Seicomart) –
-
- Refund via bank transfer to your account (we cover all transfer fees), or
- Conversion to a gift card (store credit), not redeemable for cash.
(Because refunds cannot be issued directly at convenience stores, you will be asked to provide your bank details through a secure form.)
5. When We May Decline a Refund
- Return request filed after the deadline
- Item is used, soiled, altered, or damaged after delivery
- Item returned without an RMA
- Damage resulting from improper use or handling by the customer
6. Order Cancellation
- Before production starts (normally within 24 hours of order): free cancellation.
- After production starts: cancellation fee of up to 50 % of the item price.
7. Chargebacks & Fraudulent Claims
If a chargeback is filed without following the above steps, we may provide evidence to the payment provider and pursue legal remedies.
8. Statutory Rights
Nothing in this policy limits any mandatory rights you may have under applicable consumer-protection laws (e.g., Japan’s Consumer Contract Act, the EU Consumer Rights Directive).
9. Contact
Please contact us through this page .