1. HOW CAN I TRACK MY PACKAGE?

As soon as your package has left our warehouse, you will receive a shipping confirmation from us via email or SMS.

This email/SMS contains all the information you need to track your package.

2. I received the wrong item. What should I do?

In the rare event of an incorrect delivery, please follow these steps: Please contact our customer service and send us photos of the incorrectly received item (the item itself and the back of the jewelry packaging). To help us process your return more efficiently, please mark the return slip with "Incorrect Delivery" and return the item. You can then drop off your package at your nearest post office. We will refund you for this item. For faster processing, please send us a photo of the return slip from the post office so we can issue a refund for the incorrect item immediately.

3. HOW LONG CAN I RECEIVE MY ORDER?

All orders from Lyric's Jewelry are shipped from Germany. Delivery time* varies depending on the destination and shipping method.

• Delivery time* within Germany is approximately 1-2 working days.
• The delivery time* within the EU (including the UK) is approximately 3-4 working days.
• Delivery time* to North America is approximately 4-7 business days.
• Shipping to the rest of Europe takes approximately 3-4 business days.
• Shipping to the rest of the world is expected to take approximately 6 to 10 business days.

* The exact delivery time depends on many factors and is subject to the parcel service provider. The delivery times listed here are for reference only. We accept no liability for any possible delays in delivery. Due to the pandemic, deliveries may take a few days longer. It may also take up to 7 business days if we receive a high volume of requests, such as during the Christmas season.

4. My package arrived damaged or missing contents. What should I do?

The doorbell rings, and annoyingly so! We apologize for this inconvenience. Since we need to file a damage or theft report with the respective shipping courier, the following procedure applies:

1. Please contact our customer service. IMPORTANT: A theft report must be filed within 7 days of receiving the package for domestic shipments and within 14 days for international shipments. If this deadline has passed, we will no longer be able to initiate a claim.

2. The email should contain the following information: - Order number & name - Pictures of the received package. - Was the package repackaged?

3. The package should now be handed in at the nearest post office for inspection.

4. We will then submit a written damage report and, if necessary, send you a new, undamaged package subject to approval.

5. IS AN EXCHANGE POSSIBLE?

Unfortunately, we do not offer exchanges. However, we do offer the option of a return within 30 days of receipt. Once your return has arrived at our warehouse, we will refund the amount and you can simply... Place a new order.

6. I don't like the item after receiving it. Can I return it?

Yes. You have the right to withdraw from your purchase contract within 30 days without giving any reason. Learn more here .

7. I ordered a personalized piece of jewelry. Can I return it as well?

No. Personalized jewelry is excluded from the right of withdrawal.

8. WHAT DOES SOLD OUT MEAN...?

If your selected item shows an "out of stock" button, this means it is currently unavailable. We therefore recommend subscribing to our newsletter to stay up-to-date. Alternatively, you can register with your email address on the item's page and be automatically notified as soon as it becomes available again.

9. I would like to make a warranty claim. What do I need to know?

Generally, we offer a one-year warranty on all Lyric's Jewelry items. The warranty does not cover:

• Defects or damage caused by improper use or negligence (e.g. impact, fall, glass scratches)
• Defects or damage caused by improper repair or alterations to the piece of jewelry
• Optical changes that occur as part of normal wear and tear and aging (e.g. minor scratches, discoloration and peeling of the coating)
• Water damage
• Contamination of the product also does not constitute a warranty claim.

In the event of a warranty claim, please proceed as follows:

1. Please contact our customer service and include the following information in your email:
   - name
   - Order number and proof of purchase
   - Photo of the defective item
2. Our customer service will first check the image to determine whether the defect is covered by the warranty.
3. In the event of a warranty claim, you will receive a free return shipping label to send the item to our claims and warranty department.
   
4. Please also fill out the warranty claim form completely and include it in the package. This form is essential for processing your return and is therefore extremely important.
5. Our warranty department will review the case within 7 days of receiving the goods and will, if necessary, repair/replace the item free of charge.

10. DO I HAVE TO PAY CUSTOMS DUE?

All orders from Lyric's Jewelry are shipped from Germany. Therefore , no customs duties or import taxes apply within the EU .
Outside the EU , these fees may apply. For deliveries to countries like Switzerland, customs duties are usually only levied on goods valued at approximately €150 or more. However, it's important to note that import VAT is still payable. Customs duties go 100% to the customs authorities of the receiving country and must be paid by you. If you refuse to accept the package, the customs duties will still be charged. These will then be deducted from your refund if the package is returned by a carrier such as UPS or DHL.

11. CAN YOU SEND MY ORDER GIFT WRAPPED?

Yes. We will gladly gift wrap your order free of charge and We will include a greeting card with your personal message with your order. During the ordering process, you can leave a message indicating whether you would like us to gift wrap your order.

12. HOW DOES THE GIFT CARD WORK?

How can I redeem my gift card?

You will receive the gift card as a discount code, which can be redeemed at checkout.
Please make sure you enter the code correctly.

How long is the gift voucher valid for?

Our gift cards are valid for 2 years from the date of purchase.

Can I redeem my gift voucher during a sale?
Yes!

Can I return goods that were paid for with a gift card?
Yes. The value of the goods will then be refunded to your voucher. You will then have another valid voucher, which you can also redeem within 2 years.

*Vouchers can be used for our items - shipping costs are not included. regarding this.

Important information about our gift voucher:

• Cash payment of the amount is not possible.
• Valid for 2 years from the date of purchase
• Vouchers are excluded from the right of withdrawal.

13. IS IT SAFE TO SHOP ONLINE HERE?

Yes, absolutely. Safety first! Customer online shopping security is our top priority! We use encrypted SSL security to ensure your payments are 100% protected. All transactions are secure and encrypted with us.

Our website uses HTTPS. The website server verifies the website's identity to browsers like Chrome using a certificate.

14. IS MY PERSONAL DATA PERMANENTLY PROTECTED HERE?

Of course. Protecting your data and your trust are important to us. Personal data that you provide to us through our websites will not be shared or sold by us to any third party for their separate use. From time to time, we may provide reputable third parties with aggregated (statistical) data about our customers, our sales, our online traffic patterns, and related data to improve our services. These statistics do not contain any personally identifiable information. We share data with third parties when we are legally required to do so or as part of a legal process, to protect our customers, to protect life, to maintain the security of our services, and to protect our legal rights. We may receive data from partners, vendors, suppliers, and other third parties, who are usually businesses (though some may be educational or public institutions) and who may be located in any of the places where we do business. We collect this data to, for example, improve your experience on our websites. These third parties can be categorized as follows:

• Advertising and marketing companies
• Social media platforms and partners
• Action partner

We use the data we collect for lawful purposes in which we have a legitimate interest, as well as for compliance purposes. You can learn more about data protection here .

Any questions? Welcome!
If you have any further questions about our jewelry, using our website, or any general customer inquiries, please feel free to contact us directly. Thank you!