Customer Care and Return Information

LORÈ Customer Service team is available to help with any enquiries you may have. Our FAQ section may be able to assist with any immediate questions you have.

Email us

support@lore-shop.com

Our FAQ section can help you with immediate questions you have.

FAQ section

Delivery & Returns information

Orders are typically prepared and dispatched within 2–3 business days (excluding weekends and public holidays). Delivery times vary by destination. Standard delivery typically takes 5–20 business days for international orders.

Delivery and Shipping

Our return process and policy information can be found in Returns and Refunds section.

Returns and Refunds

Payment information and accepted card methods are available in the Payment section.

Payment

Delivery & Shipping

We offer international delivery to selected destinations. Shipping is complimentary for some countries, while for others a shipping fee may apply. Each order is carefully prepared and packaged in our original branded packaging before dispatch.

Order processing & dispatch
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Orders are typically prepared and dispatched within 2–3 business days after the order is placed (excluding weekends and public holidays). During peak periods, dispatch may take longer. If we are unable to ship your order, we will contact you using the details provided at checkout.
Delivery method
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International delivery is generally carried out via Belpochta International postal service or other delivery services available in the destination country, subject to availability.
Delivery times
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Delivery times vary by destination. Standard delivery typically takes 5–20 business days for international orders.Please note that delivery times are estimates only and may be affected by factors beyond our control, including customs processing, local postal operations, holidays, and force majeure.

Tracking
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Where tracking is available, you will receive a tracking number by email once your order has been shipped.
Customs duties & taxes (international orders)
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International shipments may be subject to customs duties, VAT, and/or fees in the destination country. Unless explicitly stated otherwise, such charges are the responsibility of the recipient/customer. We are unable to predict or control these charges, as they are determined by the destination country.
Shipping destinations
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We currently offer international delivery to the countries listed below via Belpochta International postal service or other delivery services available in the destination country.

Oceania

  • Australia
  • Fiji
  • French Polynesia
  • Kiribati
  • Nauru
  • New Caledonia
  • New Zealand
  • Papua New Guinea
  • Samoa
  • Solomon Islands
  • Tokelau
  • Tonga
  • Tuvalu
  • Vanuatu
  • Wallis and Futuna

Europe

  • Albania
  • Andorra
  • Austria
  • Belarus
  • Belgium
  • Bosnia and Herzegovina
  • Bulgaria
  • Croatia
  • Cyprus
  • Czech Republic
  • Denmark
  • Estonia
  • Faroe Islands
  • France
  • Germany
  • Gibraltar
  • Greece
  • Guernsey
  • Hungary
  • Iceland
  • Ireland
  • Isle of Man
  • Italy
  • Jersey
  • Latvia
  • Liechtenstein
  • Lithuania
  • Malta
  • Moldova
  • Monaco
  • Montenegro
  • Netherlands
  • North Macedonia
  • Norway
  • Poland
  • Portugal
  • Romania
  • Russia
  • San Marino
  • Serbia
  • Slovakia
  • Slovenia
  • Spain
  • Sweden
  • Switzerland
  • United Kingdom
  • Vatican City

Asia

  • Armenia
  • Azerbaijan
  • Bangladesh
  • Bhutan
  • China
  • Georgia
  • Hong Kong
  • India
  • Indonesia
  • Israel
  • Japan
  • Kazakhstan
  • Korea (Republic of Korea)
  • Kyrgyzstan
  • Macau
  • Malaysia
  • Mongolia
  • Nepal
  • Oman
  • Philippines
  • Singapore
  • Sri Lanka
  • Taiwan
  • Tajikistan
  • Thailand
  • Timor-Leste
  • Turkey
  • Turkmenistan
  • Uzbekistan
  • Vietnam

Africa

  • Algeria
  • Angola
  • Ascension Island
  • Benin
  • Burkina Faso
  • Burundi
  • Cameroon
  • Cape Verde
  • Central African Republic
  • Chad
  • Congo (Democratic Republic of the Congo)
  • Congo (Republic of the Congo)
  • Côte d’Ivoire
  • Djibouti
  • Egypt
  • Eritrea
  • Eswatini
  • Ethiopia
  • Gambia
  • Ghana
  • Guinea
  • Guinea-Bissau
  • Kenya
  • Lesotho
  • Liberia
  • Libya
  • Mauritania
  • Morocco
  • Mozambique
  • Nigeria
  • Rwanda
  • Saint Helena
  • São Tomé and Príncipe
  • Senegal
  • Seychelles
  • Sierra Leone
  • South Africa
  • South Sudan
  • Tanzania
  • Togo (Togolese Republic)
  • Tunisia
  • Uganda

Americas & Caribbean

  • Antigua and Barbuda
  • Argentina
  • Aruba
  • Barbados
  • Belize
  • Bolivia
  • Bonaire, Saba and Sint Eustatius
  • Brazil
  • Canada
  • Chile
  • Colombia
  • Costa Rica
  • Cuba
  • Curacao
  • Dominican Republic
  • Ecuador
  • El Salvador
  • the United States of America
  • Falkland Islands
  • Guatemala
  • Guyana
  • Honduras
  • Jamaica
  • Mexico
  • Nicaragua
  • Panama
  • Paraguay
  • Peru
  • Saint Lucia
  • Suriname
  • Trinidad and Tobago
  • Uruguay
  • Virgin Islands (British)

If your country is not listed, please contact us via https://lore-shop.com/customer-service/#contact-us and we will confirm the available options.

Address requirements
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Please ensure your shipping address and contact details are accurate and complete (recipient name, street address, postal code, country, phone number, email). Incomplete or incorrect details may result in delivery delays, returns to sender, or additional costs.
Delivery issues (damage, loss, delays)
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Upon delivery, we recommend inspecting the parcel packaging where reasonably possible. If there is visible damage, please document it (photos/video) and contact us as soon as possible.If your shipment is significantly delayed or appears lost, please contact us and we will assist with the tracking and inquiry process, where available.

Contact
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For delivery and shipping questions, please contact us via https://lore-shop.com/customer-service/#contact-us or email support@lore-shop.com.
Contact Us

Returns & Refunds

We want you to be completely satisfied with your purchase. The information below sets out the conditions applicable to returns and refunds for items purchased on lore-shop.com.

This policy applies exclusively to items purchased on lore-shop.com. We cannot accept returns or exchanges for items purchased through other websites, offline channels, or third-party sellers.

Non-defective items (Change of mind) — 14 days
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Subject to eligibility and applicable law, eligible items may be returned within 14 days from the date of delivery, provided that:

  • the item is unused, unaltered, and in its original condition;
  • the item is returned in the full original packaging, including any protective outer packaging (where applicable);
  • you provide your order number and the information necessary to identify your order.
Important note (Jewellery / Costume jewellery)
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Under Belarus regulations, certain categories such as jewellery and costume jewellery may be restricted from return and/or exchange unless the packaging allows us to verify that the item has not been used (for example, sealed packaging). If you are unsure whether an item is eligible, please contact us before sending it back.
Non-eligible returns
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A return may be refused if, upon inspection, the item:

  • Appears worn, used, altered, or damaged after delivery;
  • Is missing original packaging or is returned without adequate protective outer packaging;
  • Is returned with missing parts, accessories, or components (if applicable);
  • Is not eligible for return due to applicable legal restrictions.
Defective items / Damage in transit / Wrong item shipped
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If an item is defective, damaged in transit, or incorrect, please contact us as soon as reasonably possible and provide clear photos/videos of:

  • The item;
  • The packaging (including the outer packaging).

We will review your request and, where applicable, propose an appropriate remedy (replacement, refund, partial refund, or other remedy) depending on the circumstances and applicable law.

Return shipping costs
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Return shipping costs are borne by the customer, unless the return is due to a defect, damage in transit, or our error (for example, an incorrect item shipped).
Please include
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  • Your order number;
  • The item(s) you wish to return;
  • The reason for the return.

Please do not send items back before contacting us. We will provide return instructions, including where to send the item.

Inspection and refunds
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Once the returned item is received, it will be inspected. If the return is approved, we will process the refund to the original payment method used (where technically possible) or another method agreed with you. Refund timing may depend on the payment provider and your bank. Where required by applicable law, refunds will be processed without undue delay and within the legally required timeframe.
Gifts
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If an item was shipped as a gift to a different recipient, a return may still be requested in line with this policy. Please note that any refund (where applicable) is typically made only to the original purchaser and/or the original payment method.
How to start a return
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To initiate a return, please contact us:

Contact Us

Payment

You can pay for the selected goods in the following ways:By bank card via the Internet

After clicking the “Pay now” button, you will proceed to a special secure payment page of the bePaid processing system.

The payment page will indicate the order number and the payment amount. To pay, you need to enter your card details and confirm the payment by clicking the “Pay” button.

If your card supports 3-D Secure technology, the system will prompt you to undergo a standard one-minute cardholder verification procedure on the page of your bank (the bank that issued your card).

Please note that after the payment is made, a payment confirmation will be sent to the email address you specified. We ask you to save the payment data.

We accept payments by the following bank cards: Visa, Visa Electron, MasterCard, Maestro, Belkart.

Accepted card payments

Bank card payments are carried out through the electronic payment system bePaid (https://bepaid.by/kak-oplatit). The bePaid payment page meets all data transmission security requirements (PCI DSS Level 1). All confidential data is stored in an encrypted form and is highly resistant to hacking. Access to authorization pages is carried out using a protocol that ensures secure data transmission on the Internet (SSL/TLS).

Refunds are made to the card from which the payment was previously made. The period for receiving funds on the card is from 1 to 30 days from the date of the refund by the Seller.

Return conditions are described here: Returns & Refunds.

FAQs

Find answers to commonly asked questions about our products, shipping, returns, and more.

How do I care for my bracelet?
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Our bracelets are designed to last. Please refer to the care instructions included with your purchase for specific maintenance guidelines.
Can I adjust the size of my bracelet?
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Many of our bracelets feature adjustable sizing. Please check the product description for specific sizing information.
Do you offer gift wrapping?
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Yes, all of our products are already wrapped in original branded packaging and ready to gift. Original branded packaging is included with every order.
Are your bracelets safe?
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Yes, all our bracelets are made from 100% hypoallergenic materials and they are water-proof and sun-proof so you can use them everywhere. Metal parts have corrosion, tarnish resistance.
What are the shipping costs?
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Shipping is complimentary for some destinations, while for others a shipping fee may apply. Any applicable shipping charges will be shown at checkout before payment. Please refer to our Delivery & Shipping section for available shipping destinations.

Contact Us

The lorè Customer Service team are available to help with any enquiries you may have. Our FAQ section may be able to assist with any immediate questions you have.

You can contact customer service by email, support@lore-shop.com.

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