Returns questions
What is your return policy?
All regular priced merchandise can be returned for store credit or exchange within 14 calendar days of the delivery or pickup date. Please note, refunds to the original payment method are not permitted for any product.
Items marked as FINAL SALE are not eligible for store credit or exchange. Please reference the product page to determine if an item is final sale.
Return Eligibility
For your item to be eligible for exchange or store credit:
- The product must be unworn in its original condition and packaging
- Proof of purchase and/or receipt must be available
Please note, original shipping fees are non-refundable and will not be credited to your exchange or store credit should you choose to proceed with a return.
What is your holiday return policy?
All Holiday gifts purchased between November 1st, 2024 and December 24th, 2024 can be returned for store credit or exchange up until January 13th, 2025. Refunds to the original payment method will not be permitted for any product.
Holiday Return Eligibility
In order to be eligible for our Holiday Return Policy:
- The product must be unworn in its original condition and packaging
- Proof of purchase and/or receipt must be available
Non-gifted items or products purchased outside of this holiday return window fall under our regular return policy.
Please see our shipping + returns page for more information.
How do I start an online return?
If you are returning from Canada, please visit our returns portal here to start your online return. If you are returning from outside of Canada, please see international returns information below.
When submitting your return request online, please have your order # and shipping postal code ready to enter. If eligible for return, our system will guide you through a series of prompts and generate an automatic return label for you to ship your item back to us.
Once your return is received and validated, your exchange or store credit will be processed and you will receive email confirmation.
Please note, all online returns are subject to a $10.00 shipping and handling fee. Original shipping fees are non-refundable. See Return Shipping Fees below for more information.
Return Packaging
Please note, for your item to be eligible for return it must be shipped in its original condition and packaging. If available, we kindly ask that you use the reusable padded pak, received with your original shipment, to securely package your return for shipment.
International Returns
If you are returning from outside of Canada, please contact customercare@lisagozlan.com to initiate your online return.
When submitting your return request via email, please include your order # and shipping postal code. If eligible for return, we will provide you with a manual returns form to be completed and included in your return parcel.
Please note, shipping costs associated with international returns will be at the customers expense. Original shipping fees and/or duties & taxes are non-refundable. Please see our returns + shipping page for more information.
Can I make a return in-store?
Absolutely! If your product meets the requirements for exchange or store credit, our showroom team will be happy to help you process your return in-store! Please see our store locations here to find a boutique near you.
Please note, if you wish to process an exchange in-store, our team will have to issue a 'store-credit' which can then be used to process an exchange on the spot!
How much is the return shipping fee?
DOMESTIC RETURN SHIPPING FEES
All domestic, online returns for exchanges or store credit are subject to a $10.00 shipping/handling fee.
- If you are returning for store credit, this fee will be deducted from your credit amount.
- If returning for exchange, this fee will require additional payment which can be processed directly through the returns portal when initiating your return.
IINTERNATIONAL RETURN SHIPPING FEES
Shipping costs associated with international returns, including duties & taxes, will be at the customers expense. Please reach out to customercare@lisagozlan.com for more information on processing an international return.
Please note, original shipping fees are non-refundable and will not be credited to your exchange or store credit. This also applies to any duties and taxes incurred for international orders & returns.
General FAQ
What is my Bracelet Size?
Our brass bracelets are all hand strung on an elastic wire for a flexible fit. We provide a size guide on our bracelet product pages located above the 'add to cart' button as well as a size & fit tab for more information to help you determine your perfect fit. If you are unsure of your size and/or measure your wrist to be in between sizes, we always recommend sizing up.
Should you receive your bracelet and the size is not to your liking, you can always reach out to our customer care team or visit our returns portal to process and exchange for another size or style!
Can I cancel or update my order?
If you need to cancel or update your order, please email customercare@lisagozlan.com and include “Urgent - Order Revisions” in the subject line.
Please note, once your order has been fulfilled and/or shipping confirmation received we are unable to cancel or update your order. Should you receive your purchase and wish to process an exchange or store credit, please visit our returns page.
My favourite item is sold out. Will it come back in stock?
If the style or size you are looking for is sold out, please sign up for the ‘back in stock’ notification. You will be the first to be notified when new inventory is available for purchase or please contact customercre@lisagozlan.com for an estimated restock date.
When are you restocking your products?
Stay in the loop by following our socials and joining our newsletter – You will be the first to know when we launch a new product or collection! To sign up, scroll to the bottom of this page, enter your email, and select ‘JOIN’.
Why did the price change?
Please note that item prices are subject to change without notice based on variables such as gold and diamond markets. We do not offer price adjustments.
Shipping questions
When will my order ship?
*Rest assured, all orders are shipped via FedEx and the current Canada Post strike will not affect your delivery*
Please allow a minimum of 2-5 business days for processing from when your order is placed for your items to ship. Please note, the order fulfillment period applies to all shipping services (Standard & Express).
During special promotions, new product launches and peak periods, fulfillment timelines may fluctuate. We share in your sense of urgency and will always do our best to get your order shipped to you as fast as possible!
Once your order is fulfilled, you will receive email confirmation of shipment as well as tracking details. When shipping confirmation is received your order will ship the same day via the FedEx delivery service you selected.
Please allow 24 hours from when your shipping label is created for your tracking to update.
What are the shipping costs & delivery timeline?
We offer FREE STANDARD SHIPPING on all orders over $150 that are shipping within Canada.
Due to high order volumes, from when your order is placed, please allow 5-7 business days for your items to be fulfilled before your order is shipped. Once fulfilled, you will receive email confirmation and your order will ship the same day via the service selected at checkout.
During special promotions, new product launches and peak periods, fulfillment timelines may fluctuate. We share in your sense of urgency and will always do our best to get your order shipped to you as fast as possible!
CANADA
1. FEDEX Standard Shipping $10.00 CAD
- Order Fulfillment: 5 - 7 business days
- Transit Time: 1 - 5 business days
- Order delivered: 6 - 12 business days
2. FEDEX Express Shipping $20.00 CAD
- Order Fulfillment: 5 - 7 business days
- Transit time: 1 - 2 business days
- Order delivered: 6 - 9 business days
INTERNATIONAL
1. FEDEX Standard Shipping $40.00 CAD
- Order Fulfillment: 5 - 7 business days
- Transit Time: 5 - 10 business days
- Order delivered: 10 - 17 business days
Please note, all shipping fees are non-refundable. This also applies to any duties and taxes incurred for international orders & returns
How can I track my order?
At any time once your order has shipped, you can track and monitor your parcels whereabouts by visiting FedEx.com and entering your tracking details. With FedEx Delivery Manager, you can opt to receive email or text notifications of delivery updates while your order is in transit.
Please note, all orders under $500 CAD are shipped NO SIGNATURE REQUIRED. You can opt to require a signature anytime before delivery.
Once the shipping courier has received your shipment, its whereabouts and therefore any delays while in transit (i.e., weather delays, custom clearance delays, holiday delays) are unfortunately out of our control. Please contact FedEx customer service if you require clarification on your package's whereabouts or delivery estimates once in transit.
My order is delayed. When will I receive it?
During special promotions, new product launches and peak periods, fulfillment timelines may fluctuate. We share in your sense of urgency and will always do our best to get your order shipped to you as fast as possible!
Once our shipping courier has received your shipment, its whereabouts and therefore any delays while in transit (i.e., weather delays, custom clearance delays, holiday delays) are unfortunately out of our control. Please contact FedEx customer service if you require clarification on your package's delivery once in transit.
Do you offer local pick up?
Yes! At checkout you can select local pickup from our Toronto Showroom - located at 87 Cumberland Street. Orders placed will be available for pickup within 24 hours of purchase. You will be notified when your order is ready.
Order questions
My order is not going through. What's going on?
If you’re still receiving an error message after reviewing your credit card information, billing and shipping address, make sure you’re using the latest version of your web browser. If the issue persists, please contact your credit card company to ensure there are no holds placed on your card.
Can I cancel or update my order?
If you need to cancel or update your order, please email customercare@lisagozlan.com and include “Urgent - Order Revisions” in the subject line.
Please note, once your order has been fulfilled and/or shipping confirmation received we are unable to cancel or update your order. Should you receive your purchase and wish to process an exchange or store credit, please visit our returns page.
Where is my order confirmation?
As soon as you place an order, you should receive an email confirmation to the email address you entered. You will also be notified once the order ships. If you did not receive an email, please check your junk folder and add customercare@lisagozlan.com to your safe sender list.
