FAQs

Frequently Asked Questions

Where can I purchase Lolovivi jewelry?

Lolovivi Jewelry can be purchased from lovovivijewelry.com or at one of our retail partners. You can find a list of our retail locations by clicking here. 

 Why is my order not going through?

 When processing your purchase, Lolovivi sends a request to the issuing bank for payment approval. If the bank does not provide authorization, the following reasons may be why:

• The billing information is inconsistent with what the credit card company/bank has on file.
• The expiration date was entered incorrectly.
• The card’s CVV code was entered incorrect.
• The balance to authorize is higher than the transaction limit set with your bank. You will need to contact your bank to authorize the charge.

How are orders shipped?

 Ground shipping is complimentary for all orders within the 50 United States. Please note that for the security of your purchase, Lolovivi is unable to ship to PO Boxes, APO/FPO addresses or hotels. Signature is required for all orders over $500. All orders can be insured at checkout to avoid loss of goods in transit. Lolovivi is not responsible for jewelry in transit.

 Due to carrier and shipping issues, some orders may experience delivery delays. Some returns may experience delays with refund processing due to bank policies and processes.

Non-Custom Orders placed on business days before 1 PM EST will be shipped the same day. Orders placed after 1 PM EST on Friday or on Saturday and Sunday will be shipped on the following business day.

Can you ship internationally?

 Shipping is available on international orders. Rates are available at checkout. 

How can I check or track the order I placed on lolovivijewelry.com?

 You can track the status of your order by logging into your lolovivijewelry.com account. You can also track the status of your order via the order confirmation email you received after the finalization of your purchase. Your order can also be tracked via ShopPay if your transaction was made via the ShopPay App.

 How can I return or exchange my order? 

All orders can be returned or exchanged within 30 days of purchase. Proof of purchase must be provided in order to return or exchange a piece. If you wish to return or exchange your purchase you can reach out to our Customer Care team at info@lolovivijewelry.com or (203) 295-4231.

 Returns and exchanges will only be accepted if the piece is returned to Lolovivi  in its original condition without any augmentations or damages. All refunds will be credited to the payment method used for the original amount paid, less shipping fees, except in the case of a defective item or incorrect shipment.

Customers are responsible for return shipping fees. We recommend using a carrier with tracking and insurance options.

 How can I get an item repaired?

 If you purchased your Lolovivi piece from one of our retail partners, you can bring your order to their closest store for repair.

 If you purchased your Lolovivi piece directly from lolovivijewelry.com, you can contact our Customer Care Team for repairs. Our Team can be contacted via email at info@lolovivijewelry.com or via phone at (203) 295-4231. Repair considerations are at the discretion of the Customer Care Team upon review. Additional charges may apply.

Are discounts available?

 Discounts are available periodically throughout the year. Customers can also sign up for our newsletter to receive an initial welcome discount.

 How is my order packaged?

All customer orders are wrapped in tissue paper and placed in a reusable jewelry pouch. The pouch is then secured in an unmarked box to avoid tampering during transit.

I'm giving this as a gift. What are my options as I place my order?

For an additional fee, Lolovivi offers gift wrapping and gift messaging. This can be added at checkout or at any time during your shopping experience. Gift wrapping includes a reusable jewelry pouch, beautifully designed gift box with kraft paper wrapping and bow.

Do you offer a warranty on the jewelry I purchase from Lolovivi?

Our jewelry is not disposable, costume jewelry. It’s handcrafted by artisans who use high quality precious metals and stones. Lolovivi offers a limited lifetime warranty against manufacturer defects so you can enjoy your jewelry with complete peace of mind. Our warranty does not cover lost or stolen items. However, there are many options for jewelry insurance that can assist with the replacement of lost pieces. 

Jewelers Mutual Insurance covers:

• Loss
• Theft
• Damage
• Disappearance
• Flood or Earthquake
• Worldwide Travel 

For more information on Jewelers Mutual Insurance, click here.

How do I best care for and maintain my new jewelry purchase?

Your jewelry should be cleaned regularly. You can use a very soft brush and soapy water to clean it, then rinse your piece with clean lukewarm water. Consider removing your jewelry before going to sleep, practicing any sport, washing your hands or using corrosive products. Avoid contact with fragrance, alcohol, cosmetics, ammonia, chlorine and keep your pieces away from intense sources of heat and extreme temperature changes. Prevent damage or loss of your jewels by storing them individually in their original box or pouch after wearing them and avoiding contact with other jewelry pieces that could cause scratches. Chains should be closed and laid flat to avoid becoming tangled. If your jewelry suffers a shock or hit, the stone setting may need to be checked. Avoid forcing clasps, joints and metal frames and be sure to check that the clasp and safety latch close properly.

 What are Lolovivi’s policies regarding sustainability and fair labor practices?

Lolovivi Jewelry is committed to working with manufacturers who are members of the Responsible Jewelry Council. This ensures that employees work in a fair, safe and diverse work environment.

Our packaging and displays are designed to be reused so that we are not contributing to landfill. We never use plastic in our packaging and displays.

Lolovivi Jewelry is committed to working with manufacturers who are members of the Responsible Jewelry Council. This ensures that employees work in a fair, safe and diverse work environment. Our packaging and displays are designed to be reused so that we are not contributing to landfill. We never use plastic in our packaging and displays.