Return and Refund Policy

At loupoly, we want you to love your new accessories. We strive to provide detailed descriptions and high-quality images so you can make the best choice to complement your style. However, we understand that sometimes a product might not meet your expectations. This policy outlines how we handle returns and refunds.

1. Return Eligibility

We offer a 30-day return policy. This means you have 30 days after receiving your item to request a return. To be eligible, your item must meet the following criteria:

  • Condition: In the same condition as you received it (clean, undamaged, and complete).

  • Packaging: Must be in the original branded jewelry box and packaging, including all internal padding, authenticity cards, and protective materials.

  • Status: Unworn and unused. For hygiene reasons, earrings that show signs of having been worn cannot be accepted for return.

  • Proof: A receipt or proof of purchase is required.

Note: Please do not discard the original gift box or product packaging until you are certain you will keep the item. We cannot accept returns without the original loupoly branded packaging.

2. How to Initiate a Return

To start a return, please contact our support team at heraldhk@heraldgroup.com.hk.

The Process:

  1. Email us with your order number and the reason for the return.

  2. If your return is accepted, we will send you a Return Merchandise Authorization (RMA) and instructions on how and where to send your package.

Important: Items sent back to us without first requesting a return will strictly not be accepted.

3. Damages & Manufacturing Defects

Please inspect your jewelry immediately upon delivery.

  • Shipping Damage: If the package arrives visibly damaged, please take photos before opening it.

  • Functional Issues: If the item is defective (e.g., broken clasps, missing stones), damaged, or you received the wrong item, contact us immediately at heraldhk@heraldgroup.com.hk so we can evaluate the issue and make it right.

4. Exceptions / Non-Returnable Items

Certain types of items cannot be returned:

  • Custom Orders: Personalized or custom-made jewelry pieces.

  • Final Sale: Items marked as "Clearance" or "Final Sale."

  • Hygiene Exception: Earrings that have been removed from sealed hygienic packaging or show signs of wear.

5. Exchanges

The fastest way to ensure you get the piece you want is to return the item you have. Once the return is accepted, you can make a separate purchase for the new item.

6. European Union – 14-Day Cooling-Off Period

If your order is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason, provided the item is in its original, unopened condition and packaging.

7. Refunds

We will notify you once we’ve received and inspected your return.

  • Approval: If approved, you’ll be automatically refunded on your original payment method.

  • Timing: Please allow 5–10 business days for the refund to process.

  • Bank Processing: Please remember it can take some time for your bank or credit card company to post the refund.

If more than 15 business days have passed since we approved your return, please contact us at heraldhk@heraldgroup.com.hk.

8. Return Address

Please Do Not Ship Without Authorization. You must contact support to receive the correct return instructions. Unauthorized returns sent to our office address may be rejected.

Company Correspondence Address: Herald Holdings Limited

3110, 31/F., Tower Two, Lippo Centre, 89 Queensway, Hong Kong.