Refund policy

Returns and Refunds

You have 30 days from the day your order arrives to change your mind. No reason needed.

This is longer than the 14 days EU law requires, and it applies to everyone, wherever you are.

How to return something

Email hello@liochi.com with your order number and tell us what you'd like to return. You can write your own message, or use the withdrawal form at the bottom of this page — either is fine.

We'll reply within two business days with return instructions and the address to send to.

Please don't send anything back before you've heard from us. Items that arrive without a return reference are difficult for us to match to an order.

Condition

Send items back in the condition they reached you, with the gift box. You're welcome to try a piece on to see if it suits you — that's what the 30 days are for. But if a piece comes back visibly worn, scratched or damaged, we may reduce your refund to reflect the loss in value.

Earrings

For hygiene reasons we cannot accept returns on pierced earrings once the sealed packaging has been opened. This is permitted under EU consumer law for sealed goods that aren't suitable for return on health grounds. If the seal is intact, you can return them like anything else.

If your earrings arrive faulty or damaged, this doesn't apply — see Faulty items below.

Return postage

[DEFAULT — customer pays] You cover the cost of sending an item back to us, unless it arrived faulty, damaged or not what you ordered. We recommend a tracked service; without tracking we can't help if a parcel goes missing on its way to us.

[ALTERNATIVE — swap this paragraph in if you'd rather absorb it] Return postage is on us. Email us and we'll send you a prepaid label.

Your refund

Once we've received the item back — or you've sent us proof it's on its way — we'll refund you within 14 days.

The refund goes to your original payment method, for the full amount you paid including any delivery charge. Your bank may take a few extra days to show it.

Shipping was free on your order, so there's nothing extra to return on that side.

Faulty, damaged or wrong items

If something arrives broken, faulty, or isn't what you ordered, email hello@liochi.com with a photo within 30 days of delivery. We'll replace it or refund you in full, including return postage. You don't need to pay anything.

Your statutory rights for faulty goods run for two years from delivery under EU law, and are separate from the 30-day change-of-mind window above.

Cancelling before dispatch

If your order hasn't shipped yet, email us and we'll cancel it and refund you in full. Once it's with the carrier, treat it as a return.

Late or missing deliveries

Delivery takes 8–20 business days for most destinations, and can run to 30 for some. If your order hasn't arrived after 30 business days, email us and we'll refund or resend — your choice.

Model Withdrawal Form

Complete and return this form only if you wish to withdraw from the contract.

To: Liochi, Girulių g. 5, Vilnius 12124, Lithuania — hello@liochi.com

I hereby give notice that I withdraw from my contract of sale of the following goods:

  • Ordered on / received on: ______________________
  • Order number: ______________________
  • Name of consumer: ______________________
  • Address of consumer: ______________________
  • Signature (only if this form is notified on paper): ______________________
  • Date: ______________________