Refund policy
Our commitment
Your satisfaction matters to us. We describe our jewelry accurately — but if a piece isn't right for you, you can request a refund, an exchange, or store credit under the terms below.
One point of contact: hello@grandelilith.com Phone (US): +1 262 222 8235 Phone (France): +33 7 56 99 01 02
Please include your order number, a short description of your request, and a photo where helpful (defect, wrong item, condition on arrival).
Part A — Your right to return, extended to 30 days
French consumer law (Articles L221-18 et seq. of the Consumer Code) gives you a 14-day cooling-off period, starting the day after delivery, to return your order without giving any reason. Grande Lilith extends that period to 30 days, on the same terms.
Every piece qualifies — earrings included, sale items included. Nothing we sell is final sale.
How to start a return
By email: write to hello@grandelilith.com with your order number and let us know you'd like to return the piece.
Or use the form below if you prefer (entirely optional), sent by email to hello@grandelilith.com:
I hereby give notice that I am withdrawing from my contract of sale for the following item(s): — Order number: ……………………………… — Ordered on: ……………… / Received on: ……………… — Name: ……………………………… — Address: ……………………………… — Date: ………………………………
No prior approval is needed. We'll confirm receipt within one business day and send you the shipping instructions. You then have 14 days to send the piece back to the return address listed in Part C.
Condition of the piece
You're welcome to try the jewelry on, just as you would in a store. If a piece shows signs of handling beyond a normal try-on, a deduction reflecting its diminished value may be applied to your refund (Article L221-23 of the French Consumer Code). Please include the Grande Lilith box and original packaging with your return.
Part B — What we refund
For any return made within the window, we refund in full:
- the price of the items, net of any discounts applied;
- your original standard shipping cost (based on the least expensive option offered at checkout). If you chose express shipping, the difference above the standard rate is not refunded.
We never charge restocking fees.
Return shipping: the cost of sending the piece back is yours, unless we made an error or the item is defective — in which case we cover all shipping, both ways (see Part D). You're free to choose whichever carrier suits you.
Store credit on exchanges: if you're returning a piece to order a different one, we'll issue store credit to offset your return shipping once the return is processed, usable on your next order.
Refund timing: no later than 14 days after we receive the package or your proof of shipment, whichever comes first. In practice, most returns are processed within a few business days.
Refund method: the same payment method you used at checkout, unless you expressly agree to another. Depending on your bank, the credit typically appears within 3 to 5 business days after that.
Part C — How to return a piece
Return address
All returns should be sent to:
Grande Lilith — Returns 1 Rue de Stockholm 75008 Paris France
For returns shipped from outside metropolitan France, please contact us at hello@grandelilith.com before sending anything.
The 4 steps
Step 1 — Open your request. Email hello@grandelilith.com (or go through your customer account) with your order number, your preference (refund, exchange, or store credit) and, if the item is defective or incorrect, photos. We'll confirm receipt within one business day.
Step 2 — Pack your return. Include a note with your first and last name and order number. Place the jewelry back in its box and original packaging.
Step 3 — Ship it. Send the package to the return address above. Keep your proof of shipment and use a tracked service: a package lost in transit without proof of drop-off cannot be refunded.
Step 4 — Inspection and processing. Once your package arrives, our team inspects it within 48 hours, then:
- refund: credited within 3 to 5 business days after approval, depending on your bank;
- exchange: the simplest route is to place a new order right away — we refund the first piece as soon as the return arrives, and store credit offsets your return shipping;
- store credit: issued by email after approval.
Refund not showing? If nothing has appeared 7 business days after our confirmation, check your detailed statement, contact your bank (a 3-to-5-day interbank delay is common), then write to us.
Part D — Special cases
Defective item or wrong product
Contact us as soon as possible after delivery with your order number, clear photos of the defect or the error, and your preference (replacement or refund). Once verified, we cover all shipping costs — return and reshipment — and handle your request as a priority.
Unclaimed package or incorrect address
Returns caused by a refused delivery, a package left unclaimed at a pickup point, or an address entered incorrectly at checkout are not our responsibility. Once the returned package reaches us, you can choose between: reshipment (new shipping cost at your expense) or a refund of the item price — original shipping included, unless the failed delivery is clearly attributable to you.
Package marked as delivered but not received
If the carrier shows a delivery to your address but you haven't received your package, contact us right away. In line with Article L216-6 of the French Consumer Code, we'll open an investigation with the carrier and work out a solution as quickly as possible. If deliveries to your address aren't secure, we recommend using a pickup point or an alternate address.
Part E — Your legal warranties
Independently of our return policy, you benefit from the following legal warranties:
Legal warranty of conformity (Articles L217-3 to L217-17 of the French Consumer Code) — valid for 2 years from delivery. You can require that the piece be brought into conformity (repair or replacement) or, where that proves impossible or disproportionate, a price reduction or cancellation of the sale, under the conditions set by law.
Warranty against hidden defects (Articles 1641 to 1649 of the French Civil Code) — if a hidden defect makes the piece unfit for its intended use, you can claim a price reduction or cancellation of the sale within 2 years of discovering the defect.
To invoke either warranty: hello@grandelilith.com. Return shipping is on us.
Part F — Mediation and disputes
If a dispute with our customer service team cannot be resolved amicably, you may refer the matter, free of charge, to our appointed consumer mediator:
CM2C — Centre de médiation de la consommation de conciliateurs de justice 49 rue de Ponthieu, 75008 Paris, France https://www.cm2c.net
The mediator can only be engaged after you have first submitted a written complaint to our customer service team and it has remained unresolved.
Caring for your pearls
A few simple habits keep your pieces at their best: put your jewelry on after perfume and lotions, store it in the pouch provided and away from other metals, and wipe it with a soft cloth after each wear.
Need help?
Our team is here at every step.
Email: hello@grandelilith.com — include your order number for priority handling. Phone (US): +1 262 222 8235 Phone (France): +33 7 56 99 01 02