Returns questions
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.
What is your return policy?
Products that are unworn and in original packaging are eligible for exchange or store credit within 14 days of purchase or delivery. For more information please visit Shipping + Returns
Final Sale Merchandise
All Made-to-Order items are FINAL SALE and therefore not eligible for exchange or store credit.
Additionally, products marked as "Final Sale" cannot be returned for exchange or store credit. Please reference the product page to view whether the item is Final Sale.
Can exchanges be made in-store?
Absolutely! Our showroom associates are happy to assist with exchanges in-store for products that are unworn and in original packaging. Order number required. Click here more information about our flagship boutique in Toronto.
General FAQ
What is my Bracelet Size?
Our brass bracelets are all hand strung on an elastic wire for a flexible 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!
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?
Most orders ship within 2-4 business days of purchase unless a specific ship date is indicated on the product. Delivery times are provided solely as guidelines and are subject to change at any time. Orders placed during a launch will ship within 5 business days. Made to order items will ship within 4-6 weeks of placed order.
How is my order packaged?
In an effort to reduce waste, we do not offer gift wrapping or additional packaging for online orders. Instead, we focus on eco-friendly packaging that is both stylish and functional. To make gifting easier, we individually package each item in its own LG jewelry box, ensuring your purchases can be separated and wrapped as needed.
Single Item Purchases: Your jewelry will be carefully packaged in an LG jewelry box and placed inside a small LG jewelry dust pouch.
Multiple Item Purchases: Each item will be individually packaged in its own LG jewelry box. All items will then be carefully placed together in a larger LG jewelry dust pouch for secure and safe delivery.
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. Please note the lead time on item(s) purchased. Made-to-order items are estimated at 4-6 weeks. You will be notified when your order is ready.
I just ordered a new item but my order is taking longer than normal. Is there an issue?
Orders placed during new collection launches may take longer than usual to process and prepare to ship, due to high volume. We do our best to deliver within the delivery time indicated on each individual product and will inform you if we cannot meet the delivery date.
Order questions
Gift Purchases & Receipt
If you are purchasing a gift for someone, please ensure to check the “gift receipt” option at checkout. From here, you will have the option to provide special instruction. If your order is for multiple items, please indicate the item(s) in your purchase that will be gifted here. This will ensure that you receive a gift receipt/purchase card with your order to be provided to your giftee.
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.
Oops! I need to change something on my order.
If you need to change or cancel your order, please contact us immediately at customercare@lisagozlan.com. Include your order number and “Change to Order” in the subject line.
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.
