FAQ

How to Request a Personalized Packing Video on TIKTOK:

  1. Add all the items you wish to purchase to your cart.
  2. Proceed to your shopping cart where you'll find an additional space designated for special requests.
  3. Specify that you would like to receive a packing video for TIKTOK.
  4. Complete the checkout process.

Please be aware that we receive a high volume of packing video requests daily. As a result, the posting time for your personalized packing video may take up to 1-5 days. Your understanding and patience are greatly appreciated.

 

Where is my TIKTOK packing video?

Due to High Order Volume:

  • Please be aware that due to the high order volume, we may not be able to fulfill all packing video requests.
  • Rest assured, we always strive to do our best to fulfill these requests.

Important Notice:

Kindly be aware that we may not be able to fulfill your packing video request if it's solely made through comments on our TIKTOK videos. Regrettably, we don't always catch all comments due to the high volume.

To ensure your request is seen and processed:

  • Always Leave a Note at Checkout: Please make it a practice to leave a specific note during the checkout process if you wish to receive a packing video. This significantly increases the likelihood of your request being fulfilled.

Do you accept returns

Return Policy:

Yes, we do accept returns. To initiate a return, kindly follow these steps:

  1. Contact Us: Send an email to lilizojewellery@gmail.com to request a return.
  2. Provide Information: Make sure to include your full name and order number in the return email.
  3. Wait for Confirmation: We will respond to your return request within 1-2 business days.
  4. Shipping Costs and Responsibility: Please note that LILIZO is not responsible for the shipping costs associated with returned orders. Additionally, we are not liable for lost returns when sent without tracking.

Return Status and Processing Time

If you're wondering about the status of your return, here's what you can expect:

  1. Return in Transit: Once your return package is on its way back to our office, the return process has been initiated.
  2. Inspection and Notification: Upon receiving the return, we will inspect it and notify you promptly about the acceptance or decline of your return. This notification process may take up to 5 business days from the date your return tracking information shows DELIVERED.
  3. Refund Processing: If your return is accepted, please allow up to 7 business days for the refund to be processed back to your original form of payment.

We appreciate your patience during this process. If you have any further questions or require assistance, feel free to reach out to us.

Accepted Payment Methods 

We offer the following payment methods for your convenience:

  • PayPal
  • Credit & Debit Cards
  • Apple Pay
  • Klarna Sofort

*Please note: If you choose Klarna Sofort, it may take up to 1-5 business days (depending on your bank) for the payment to be transferred. Your order will only be registered in our system once the payment is successfully transferred to us. You will see the payment immediately on your bank statement, indicating the successful transaction, but the transfer to us may take up to 1-5 business days, depending on your bank.

Assistance with a Damaged Product

We sincerely apologize that you received a damaged item. To assist you with a resolution, please follow these steps:

  1. Photograph the Damage: Take a clear photo of the damaged product.
  2. Send an Email: Forward the photo of the damaged product to lilizojewellery@gmail.com along with your information.

We will promptly review the information provided and work towards a satisfactory resolution. Please be aware that any damaged items reported outside of a 60-day return window cannot be returned or refunded.

 

Where to Purchase LILIZO

LILIZO is exclusively available for purchase on our official website: www.LILIZO.co.uk.