Refund policy

Last updated: July 26, 2026

We want you to be satisfied with your Livia Sorell Jewelry purchase. Please review the following conditions before requesting a return.

14-Day Return Period

You may request a return within 14 days after receiving your order.

To exercise your return right, email livia@liviasorell.com within this period and include:

Your order number.
The item you wish to return.
Your name and contact information.
The reason for the return, if you wish to provide one.

For customers in the European Union and United Kingdom, no reason is required when exercising an applicable statutory withdrawal right.

After notifying us, EU and UK customers must return the product within 14 days. Customers elsewhere should dispatch the approved return promptly using the instructions we provide.

Return Eligibility

To qualify for a return, the product must generally be:

Unworn and unused, except for reasonable inspection.
Undamaged and unaltered.
Returned with its original packaging, accessories and any accompanying materials.
Securely packaged to prevent damage during return shipping.

Customers remain responsible for handling products with reasonable care. A refund may be reduced where permitted by law if unnecessary handling has diminished the product’s value.

Non-Returnable Items

Unless defective, damaged, incorrectly supplied or otherwise required by law, we do not accept returns for:

Engraved, personalized or clearly customized products.
Made-to-order products manufactured to the customer’s specifications.
Gift cards.
Items marked as final sale where excluding return is legally permitted.
Earrings or other hygiene-sensitive jewelry after a hygiene seal has been removed, where applicable.

These exclusions do not affect legal rights relating to defective, damaged, misdescribed or incorrectly supplied products.

Return Shipping Costs

Customers are responsible for return shipping and packaging costs when returning an unwanted item.

We recommend using a tracked and adequately insured shipping service. We are not responsible for return parcels lost or damaged before they reach us.

If an item is defective, damaged on arrival or incorrectly supplied, contact us before returning it. Where the claim is accepted, we will cover or reimburse reasonable return shipping costs.

Return Address

Approved returns must be sent to:

Livia Sorell Jewelry – Mustafa Bertan
Bağlarbaşı Mahallesi, Bağdat Caddesi
Bozkurt Pasajı No: 356/A
Maltepe, İstanbul, Türkiye

Do not send a return without first contacting us. Customs declarations for international returns must accurately identify the parcel as returned merchandise. Customers are responsible for errors or charges caused by an incorrect customs declaration.

Refunds

We will inspect the returned item and notify you when the return has been accepted or rejected.

Approved refunds are issued to the original payment method. Processing times depend on Shopify, the payment provider and your financial institution.

Where required by applicable EU or UK consumer law, an eligible full-order withdrawal will include the original standard delivery charge. Additional costs resulting from an upgraded or express delivery method are not refundable beyond the cost of standard delivery.

We may wait until the goods are returned or until you provide evidence that they were sent back, where permitted by law.

Damaged, Defective or Incorrect Items

Inspect your order after delivery. If an item arrives damaged, defective or different from what you ordered, contact livia@liviasorell.com as soon as reasonably possible.

Please include your order number and clear photographs showing the issue and packaging. We will review the claim and provide an appropriate solution, which may include repair, replacement or refund.

Damage caused by misuse, improper storage, exposure to chemicals, ordinary wear, accidental damage or failure to follow care instructions is not considered a manufacturing defect.

Exchanges

We do not guarantee direct exchanges. The simplest procedure may be to return the eligible item and place a new order after the return is approved.

Order Cancellations

We cannot guarantee cancellation after preparation or production has begun. Personalized and made-to-order products may not be cancellable after work has started, subject to applicable law.

Contact

For return and refund requests:

Email: livia@liviasorell.com
Telephone: +90 535 989 21 40