Cancellation and Exchanges policies
Refunds/Order Cancellations (Only Within 24 Hours of Order)
Refunds or cancellations are only available within 24 hours after you place your order. After 24 hours, no refunds or order cancellations are permitted.
If you wish to cancel your order and be refunded, you must contact The Last Line within 24 hours of your order at: firstname.lastname@example.org.
Exchange Policy for Domestic Orders (Only Within 7 Days of Receipt)
If you are not 100% satisfied with your TLL jewelry, we want to help you find your perfect fit. You can exchange items for store credit only within 7 days of receipt with all original packaging, and TLL Concierge will help you find replacement(s).
Items showing signs of wear or those that have been engraved, resized, or damaged in any way will not be accepted for exchange. All custom items i.e. initials, names, made to order pieces are final sale and may not be exchanged. Further, items that you have kept for more than 7 days after receipt cannot be exchanged. Items must be post marked no later than 8 days after receipt.
Please visit our Exchange Site to initiate your exchange.
If you ordered your item(s) with our Preorder option, please reach out to email@example.com and we are happy to assist you.
NOTE: For all orders we will pay the new domestic shipping costs to send your new item(s) to you on the first exchange only. For subsequent exchanges there will be no free shipping of the newly exchanged items to you and our charges for the shipping expenses and insurance for you to receive the new item(s) will then be charged to you and/or subtracted from the exchange credits. For item(s) over $750 before tax we will charge/deduct $35 for shipping and for orders under $750 we will charge/deduct $15.
For all exchanges within the state of California: you will receive an exchange credit for the full price for the item(s) you purchased. All sales tax paid on your initial order will carryover to your exchange and you will not owe any additional sales tax on your exchange of equal or less value. You will only pay additional sales tax if your exchanged item(s) is greater than your exchange credit value. If you do not spend your entire credit on your initial exchange your credit will be updated for the unused amount and the tax remaining will carryover to your new credit amount.
Exchanges for International Orders:
We aren’t able to issue pre-printed labels for exchanges on international orders at this time. You will be responsible for shipping costs required to send the item back to us to qualify for store credit for any exchange.
Please follow the below instructions for international orders:
Send an email to firstname.lastname@example.org requesting a return so that you may receive a return authorization number.
- TLL Concierge will email you confirming your exchange and provide you with further customized instructions.
- Be sure to mark the package as a “return” when filling out the commercial invoice on the return package, so as to avoid customs charges.
- Package up your item and ship it back to us. Keep tracking details close at hand just in case.