FAQ
General Questions
I want an item that is out of stock, will you restock it?
Some of our jewellery flies but unfortunately we don't have exact restocking dates for all items. You can subscribe to the product and be the first to know when your favourite item is back in stock ;)
What material is By Lia's jewellery made of?
Most of our pieces are 925 sterling silver and 18 carat gold plated for the gilded finishes. We also have a bronze and steel collection. You will always find this information specified on the item's data sheet. Oh, and they are all nickel-free!
Is all jewellery guaranteed?
Of course! All items you purchase from By Lia are guaranteed for 60 days from receipt.
HOW ARE ORDERS SHIPPED?
The packaging of each order consists of a single gift box in which the jewel is included in its respective individual bag. If you wish to receive more than one gift box, please add "extra box" before paying for your order.
What form of payment do you accept?
You can pay with Visa, Mastercard and American Express or via PayPal.
Klarna has arrived at By Lia, but... What is Klarna?
Klarna allows you to spread the cost of your purchase over three interest-free* instalments.
At the moment, this service is only available for orders from France, Italy, Spain and Germany *.
Germany: Payment is automatically debited 30 days after placing the order.
How does Klarna work?
When proceeding with the payment of your purchase, select the option "buy now, pay later with Klarna". You will immediately be redirected to the official Klarna website where you will have to register your personal details and proceed like any other online purchase.
Once your package is shipped, your payment method will be charged the amount of the first instalment.
After that, in the following months you will be charged for the outstanding instalments until your order is paid in full. Klarna will inform you well in advance so that you can get organised*.
For orders from Germany, payment is automatically debited 30 days after placing the order.
How can I use my discount code?
I can't access my account or reset my password!
Send us a message and our excellent Customer Service team will help you to restore it.
Can I buy a single unit of an earring?
Of course! In all items where you have the option to choose between "Unit" or "Pair"; on the other hand, if there is no option or it is not indicated in the description, it means that the pair comes as a pair. The ear cuffs are also sold individually.
Do you have a physical shop?
YES! :) We are in Barcelona at Calle Riera de Sant Miquel, 19. The Showroom is open from Monday to Thursday from 9h to 18h and Fridays from 9h to 16h.
How should I care for my jewellery?
Gold pieces are, by default, more delicate and can lose their gold colour over time. The bath may fade for various reasons: chemicals used for skin care, the level of perspiration or the natural pH of the skin. We recommend not to wear them under water and to avoid perfumes and creams touching the jewellery directly.
WHAT HAPPENS IF I RECEIVE AN INCORRECT OR INCOMPLETE PACKAGE?
The customer has 15 calendar days after receipt of the package to inform our customer service team about the incident related to the package. After this period, By Lia cannot be held responsible for the problem in question.
Shipments and Deliveries
When will my order arrive?
Delivery times vary depending on the country of destination.
If there are no setbacks, orders leave our offices within 24 working hours of being placed. You will receive an email with a tracking code so you will know where your order is at all times.
DELIVERY TIMES
SPAIN (PENINSULA) and PORTUGAL
Between 24 and 48 working days
BALEARIC ISLANDS, CEUTA AND MELILLA
Between 2 and 5 working days
EUROPEAN UNION
Between 5 and 10 working days
UNITED STATES AND REST OF THE WORLD
Between 7 and 10 working days
We recommend not to authorise deliveries without signature. By Lia will not be responsible for lost orders authorised to be delivered without signature.
Is there free shipping?
Of course! Here are the details of free shipping according to the country of delivery:
-
Spain (Peninsula) and Portugal
Purchases over 40€ - FREE
Purchases less than 40€ - 3,95€.
-
Balearic Islands
Purchases over 80€ - FREE
Purchases under 80€ - 8,75€.
-
European Union (except Switzerland and Norway)
Purchases over 60€ - FREE
Purchases under 60€ - 7,95€.
-
United States and Canada
Purchases over 80€ - FREE
Purchases less than 80€ - 8,00€.
-
Asia
Purchases over 80€ - FREE
Purchases under 80€ - 7,00€.
-
Rest of the world*.
Purchases over 80€ - FREE
Purchases under 80€ - 8,95€.
If you wish to receive your order within 72 working hours, we recommend you choose the DHL Express option.
Occasionally, shipments to countries outside the EU may incur additional duties and taxes, which in any case are the responsibility of the purchaser.
*If you have a PRE-ORDER order with more items, in order to reduce emissions and contribute to the protection and care of the environment, a single shipment will be made.
*During our offer period, delivery times may be slightly delayed. We thank you for your patience :)
*Currently our standard courier has problems with shipments to Australia and New Zealand. For this reason, we will only be able to send packages via DHL Express.
Can I change or cancel my order?
You can cancel your order as long as it has not been shipped :) Write us a message to notify us so we can update or cancel your order.
Can I change the delivery address?
Aslong as your order is not marked as "Shipped" you can change the address by sending a message to our Customer Service.
Returns and Exchanges
Can I exchange or return a product?
You have a period of 30 calendar days from the date of receipt of the order to return any item, except personalized items and, for hygienic reasons, earrings, ear cuffs and piercings.
Returns and exchanges will only be accepted for the following reasons:
- The item is defective.
- The item is not the correct one.
- The wrong size of ring, bracelet or necklace has been chosen.
In no case By Lia will issue refunds. A voucher will be generated with the amount of the returned items which can be used within six months.
Do I have to pay the return shipping costs?
All shipping costs associated with an exchange or return shall be borne by the buyer, except in cases where the item is faulty or incorrect. The cost of postage will be paid through Paypal.
Size Guide
Follow the steps below to find out your ring size:
1. Use a ring you have
2. Measure the inside diameter of the ring
3. Check your measurement in the table according to the result.
| Internal Diameter | Size Spain and Italy |
Size France/Germany |
Size US |
Size UK |
| 15.9 mm | 10 | 50 | 5 | K 1/2 |
| 16.6 mm | 12 | 52 | 6 | M |
| 17.2 mm | 14 | 54 | 7 | O |
| 17.8 mm | 16 | 56 | 8 | P 1/2 |
| 18,5 mm | 18 | 58 | 9 | R |
