Refund policy

Return & Refund Policy

Last updated: October 24, 2026

We want every Handmade by Lony order to arrive safely and as described. Because many of our products are handmade, made to order, personalized, or specially curated for an individual customer, different return conditions apply depending on the type of product purchased.

Nothing in this policy limits any mandatory consumer rights that cannot legally be excluded under applicable law.

Custom, Personalized & Made-to-Order Products

Products that are made, personalized, altered, or specially curated according to a customer’s individual requests are final sale and are not eligible for return, exchange, or cancellation once production or customization has begun, except where mandatory consumer law provides otherwise.

This includes, where applicable:

• custom-made jewelry;
• personalized jewelry;
• jewelry made according to requested colors, themes, sizes, styles, materials, or other specifications;
• custom Mystery Jewelry Jars curated according to customer preferences;
• Mystery Jewelry Jars where the customer requests specific themes, jewelry types, colors, exclusions, preferences, or other personalization;
• other products specifically made or modified for an individual customer.

By placing an order for a customized or personalized product and providing customization instructions, the customer acknowledges that the product is being prepared specifically for them.

Mystery Jewelry Jars

The exact contents of a Mystery Jewelry Jar are intentionally not disclosed before purchase. Differences between individual jars are part of the nature of the product.

Product selection, combinations, colors, charms, beads, jewelry styles, and other details may vary from the examples shown in photographs or videos.

Unless a listing specifically guarantees a particular item, receiving different pieces from those shown in promotional photographs, videos, social media posts, influencer unboxings, or previous customer jars is not considered a defect.

Personalized or custom-curated Mystery Jewelry Jars are subject to the custom-product conditions described above.

For non-personalized Mystery Jewelry Jars, any mandatory statutory withdrawal or return rights applicable to the customer’s purchase remain unaffected.

Damaged or Defective Products

If an item arrives damaged, defective, or materially different from what was ordered, please contact us at:

handmadebylony@gmail.com

Please contact us as soon as reasonably possible and include:

• your order number;
• a description of the problem;
• clear photographs and/or video showing the damaged or defective item and, where relevant, the packaging.

Where permitted by applicable law and appropriate in the circumstances, Handmade by Lony may first offer to:

repair the item, replace the damaged item or component, or send an appropriate replacement product.

Because many Handmade by Lony products are handmade or unique, an identical replacement may not always be possible. In such cases, we will work with the customer to provide an appropriate solution.

A refund will be provided where required by applicable consumer law or where another legally appropriate remedy cannot be provided.

Damage After Delivery

Handmade by Lony is not responsible for damage resulting from improper use, accidental damage after delivery, normal wear and tear, improper storage, exposure to chemicals or unsuitable conditions, or failure to follow reasonable jewelry-care instructions.

Such damage is not considered a manufacturing defect.

However, you are always welcome to contact us, and where possible we may offer a repair or replacement service.

Change of Mind

For products that are eligible for a statutory right of withdrawal, customers must notify Handmade by Lony within the legally applicable withdrawal period.

Where a valid right of withdrawal applies, returned products must be returned in accordance with applicable law and the return instructions provided by Handmade by Lony.

Unless otherwise required by law, customers are responsible for return shipping costs associated with a change-of-mind return.

Products must not be intentionally damaged, altered, or used beyond what is reasonably necessary to inspect them.

Return Authorization

Please contact us before sending any product back.

Returns sent without contacting us first may cause delays in identifying and processing the return.

Contact:

handmadebylony@gmail.com

Please include your order number and the reason for contacting us.

Cancellations

Orders for standard, non-customized products may be cancelled before they are processed or shipped where reasonably possible.

Custom, personalized, made-to-order, and individually curated orders cannot normally be cancelled once production, customization, or curation has begun.

If you need to request a cancellation, contact us as soon as possible at handmadebylony@gmail.com.

Refunds

Where a refund is legally required and approved, it will normally be issued to the original payment method.

Processing times after a refund has been issued may vary depending on the customer’s bank, card issuer, payment provider, or financial institution.

Shipping charges and other costs will be handled in accordance with applicable consumer law and the circumstances of the return.

Lost or Damaged Shipments

If a parcel appears to be lost or arrives visibly damaged during transportation, please contact us so that we can investigate the shipment with the relevant postal or courier service.

Where appropriate, we may request photographs of the parcel, packaging, shipping label, and damaged contents to support a postal or courier claim.

We will provide the remedy required under applicable consumer law and the circumstances of the order.

Mandatory Consumer Rights

This Return & Refund Policy does not exclude, restrict, or replace any consumer rights that cannot legally be waived.

If the laws applicable to your purchase provide you with additional mandatory rights or remedies, those rights remain available to you regardless of anything stated in this policy.

Contact

For returns, damaged products, order issues, or questions regarding this policy, please contact:

Handmade by Lony
Slovenia, European Union
handmadebylony@gmail.com
handmadebylony.com