Shipping & Returns

ORDERING:

All orders are made to order in my studio in Israel.

All payments must be fully cleared before production begins and jewelry can be shipped.

Orders take approximately 14-21 business days to produce and ship.

If you have a specific deadline you need to meet, do not hesitate to contact me to let me know.

You can note your rush request in the comments section of the order, and it will be sent to be approved by my customer representative or me. 

Requesting a rush order, which can be made depending on Sivan Lotan Jewelry's ability.

I'm aware of the excitement and anticipation involved, so I always do my best to complete your order as soon as possible. Orders are shipped as soon as they are complete.

It is possible that you will receive your order before the allotted window.

Orders placed during holidays or when there is a high volume of orders can take longer than the allotted time window. I will always notify the customer if this is the case. 

Sivan Lotan Jewelry reserves the right to refuse sales or cancel orders placed by a customer in violation of the site's terms or as otherwise determined by Sivan Lotan Jewelry.

PAYMENT:

Credit cards or PayPal are available as payment methods.

All payments must be cleared before any order is processed and produced. 

CANCELLING AN ORDER:

Cancellations can be requested free of charge within 48 hours. After 48 hours of purchase, all returns will incur a 10% restocking fee from your final refund.

SHIPPING:

I offer free worldwide express shipping on all orders!

Israeli customers:

Once your order is ready, you can schedule a pick-up for your order or express delivery that takes 1-2 days (depending on location). 

International customers:

Items are sent with DHL Express / FedEx shipping to your doorstep and usually take 3-5 business days to most countries. 

*Some locations I cannot ship to. Please check with me in advance if you are not sure.

• For international orders:

Many countries require VAT/import fees at customs before delivery can be completed. The buyer is solely responsible for the payment of these customs fees. These orders will be shipped with FedEx International, and customs and broker fees will be the client's responsibility upon delivery. Your customs office should be able to estimate these charges for you.

Please verify the accuracy of your shipping address. Products are delivered to the address indicated by the user at the time the order is placed.

If your package is undeliverable because of an incorrect address, because you were not able to be contacted at the time of delivery, or because you do not pay the customs fee, it will be returned to us automatically. You will then receive a refund for your order LESS the shipping fee, LESS the import/customs fee, and LESS the restocking fee for the item(s) you purchased.

• Please note that I will not ship to a hotel or to a non-permanent address.

Sivan Lotan Jewelry has no liability in the event of delays, loss of products ordered, or strikes which are due to the postal services or carrier, whether or from any cause which is beyond our reasonable control. In such cases, the user must take the appropriate action directly with the postal services or carrier.

I take every care to ensure your goods are packaged in a way that protects them during transit. It is rare to happen, but sometimes damage does occur. Users must check the packaging and the products at the time of delivery.

Of course, I apologize sincerely for any inconvenience this issue may cause. 

Any problems concerning the items delivered (damaged, missing papers, broken or faulty items, etc.) must be communicated to me by e-mail to contact@sivanlotanjewelry.com within 3 days (including public holidays) after delivery (as per postmark).

This notification must indicate stating all the user's claims relative to the non-conformity of the products delivered or defects.

No claims will be accepted after this period.

Please remember to pick up your parcel! 

If the package is not picked up by the customer and any kind of fee is added, the customer is responsible for the extra cost and will be charged all costs and expenses associated with the return shipment. This includes freight charges, any extra payments, duties, taxes, levies, fees for Link Logistics a/s prepayments, return charges, any additional fees, etc.

PACKING:

Your jewelry will be packed securely for shipment.

A receipt will be included that references your order number and other order details.

Your jewelry will come gift-ready in a jewelry box with a gift bag, ready to be gifted.

RETURNS AND EXCHANGES:

I will accept returns and exchanges on most pieces (see below for exceptions). Items must be returned in unworn condition within 14 days of receipt, and all paperwork (including certificates, if applicable) MUST be returned as well. After 14 days, all sales are final.

Since all items are made to order and crafted by hand, all returns will incur a 20% restocking fee.

If you wish to exchange your piece, I will apply the full amount of your original purchase to a new purchase of equal or greater value. The new piece must be available at the time of the exchange (within 14 days of original purchase); credit does not apply to future purchases and is limited to one exchange per piece.

Please contact me prior to sending your jewelry back, so I can be sure it arrives safely. Customers are responsible for return shipping costs, and I highly recommend that you insure your package - I am not responsible for items lost in the mail. 

• All customized jewelry is final sale. I will not accept returns on any customized piece, including those with upgraded diamonds.
• All Sale pieces are not eligible for return or exchange.
• Shipping will not be refunded for returns.

Sivan Lotan Jewelry will only cover shipping costs incurred in returning the product(s) if the return is a result of our error. 

 All custom-made items are made according to the customer's personalized specifications, and the purchase cannot be canceled (right of withdrawal), returned, or exchanged.

PLEASE NOTE: All pieces are created by hand, so no two items are identical. That's the beauty of the product! Please allow for slight variances from what is shown in the made-to-order photos.