La Knobella
CS
— la knobella

Returns & complaints

Returns and exchanges

Is the piece not quite what you imagined, or not to the recipient's taste? That's no problem. You can return it within 14 days of delivery without giving a reason. Or, if you wish, I will exchange it for another piece – I will send you the new one free of charge and we will settle any price difference together.

  1. Email me at lucie@la-knobella.cz to let me know you are returning or exchanging your piece, with your order number. I will look out for the parcel and sort everything out as quickly as possible.
  2. Put a completed withdrawal form (PDF, in Czech) in the parcel. It helps me find your order.
  3. Send the parcel to:
    Lucie Knob – La Knobella
    Generála Janouška 884/46, 198 00 Praha 9
    I recommend insuring the parcel – it mainly protects you in case it gets lost or damaged on the way.

Please return the piece clean and undamaged, ideally in its original packaging. Return postage is at your expense. I will refund you within 14 days of your withdrawal, using the same payment method, but not before the piece reaches me. I refund the price of the piece and the shipping (up to the cheapest delivery option). Any amount paid with a gift voucher is refunded as a new voucher.

Personalised pieces made to order to your wishes and a completed personalised jewellery design cannot be returned.

Complaints

Something wrong with your piece? I am very sorry – get in touch and we will put it right together. You can claim a defect within 24 months of delivery.

  1. Email me at lucie@la-knobella.cz – describe the defect, include your order number and, if you can, a photo. Please let me know before you send the parcel.
  2. Put a completed complaint form (PDF, in Czech) in the parcel and tell me how you would like it resolved – usually a repair or a replacement.
  3. Send the parcel to the same address as for returns, and remember to insure it.

I will handle your complaint within 30 days of receiving it at the latest and let you know the outcome by email. If the complaint is justified, I will also reimburse your postage.

Natural variations in the colour and pattern of the stones and normal wear – such as the elastic cord loosening – are not defects. See the jewellery care guide for tips.

Full details are in the terms and conditions (sections 9 and 11). Thank you!