Policies

Refunds and Exchanges

I'm sorry but at this time Lava Essentials is unable to accept returns or exchanges, please purchase seriously as all sales are final.
We are a family owned small business offering handcrafted jewelry and accessories, and can not meet the same expectations as a large manufacturer or corporation.

Please ensure all of your information is correct before processing your order as we may be unable to make adjustments to orders prior to shipment - please see "Order Processing" below for more information*.

LAVA ESSENTIALS PRACTICES MUTUAL RESPONSIBILITY:

Lava Essentials is responsible for creating the correct item(s) you desire per your Order Information.
Buyers are responsible for selecting appropriate shipping options and jewelry variations. You are responsible for supplying accurate information, both within your Order and of your Shipping Address. Buyer is responsible for proper use and knowledge of essential oils that may be used in conjunction with our jewelry, as we are not an essential oil provider or educator.

ORDER PROCESSING:
Please allow 2-5 business days for your item to be created, and on average an additional 3-5 business days for your item to arrive via USPS with standard shipping in the US.
If you need your order sooner, please select the PRIORITY Shipping option. On average your item will arrive with in 2-3 business days once processed and shipped.
(*Delivery Dates Are Not Guaranteed. Shipping will take longer than average during holidays* and if there is bad weather. Please contact USPS is you have any concerns about a package in transit.)

*Please keep in mind that it can take up to 72 hours for us to read and reply to messages, as we are busy creating your handcrafted jewelry. Please send us an email at lavaessentials.customerservice@gmail.com prior to purchasing if you have any questions. Customer Service hours are typically M-F.
We are dedicated to creating around the clock and it is one of the many reasons orders can not be cancelled. Please make sure your address is correct before placing orders as well, since we can not guarantee that we will be able to change it before it ships.

Business days are M-F.

FLAWED JEWELRY:
We understand that sometimes things happen, regardless how well an item is constructed, inspected and tested. If your item breaks from normal** wear with in 30 days of receiving please contact us. Lava Essentials will repair your item for free once returned, with free shipping back to you.
(You must contact us with in 30 days of receiving your order. Jewelry must be sent back with all of its components in a protected package - not in a standard letter envelope as your piece will get damaged through USPS letter sorting machines. We will not replace pieces that did not need repair. Please include all beads, chain, clasp, etc. If your item shows signs of physical damage upon receiving, you will be charged to replace any necessary components.)

**Unfortunatley anything beyond 30 days is usually due to external forces resulting in physical damage. Physical damage is not a reflection of Lava Essentials. Please note, Lava Essentials does not encourage swimming, showering, or sleeping with your jewelry on. Please do not let children tug on your jewelry. If your item breaks from being tugged on, has caught on something or any other physical damage, that is not a reflection of Lava Essentials. Lava Essentials is not a huge company, please be honest and courteous if you have any issues with your items.

If you need to purchase a replacement chain, please contact us! Replacement chains are available for $13 + shipping. 

Non-Jewelry Items: Please contact us with in 7 days of receiving.

DAMAGED MAIL:
If your package is damaged while in the care of USPS, please contact us with in 7 days of receiving your order. All US orders are insured up to $100 and we will need to file an insurance claim immediately. Please send us a brief message including photos of the package and damaged item.

LOST MAIL:
Lava Essentials is not responsible for lost mail. Once your item has been shipped and received at the local post office it is out of our hands and in to USPS. If you're concerned about a package that is in transit, please contact your local Post Office as soon as possible. Orders are not considered lost in transit until the following amount of time has passed.
- Domestic (US): 21 days past shipping date
- International: 45 days past shipping date
If your order has not been delivered within the above time frames please contact us so that we may open an insurance claim on your behalf if you are located in the US, or if you're international and purchased insurance.

If your package was marked "Delivered" by USPS but you did not receive it we recommend contacting your neighbors, household members and calling the Post Office. More often than not, it shows up the next day or two. There is unfortunately nothing we can do as a small business once your package has been marked Delivered. Tracking is provided to protect the buyer and the seller.

PROTECTION & INSURANCE:
All US Standard shipped orders include up to $100 worth of insurance. This will protect your package in the case of damage or misplacement by USPS, up to $100.
International Orders: We recommend purchasing shipping insurance. If you would like to insure your package, select the appropriate shipping upgrade with insurance at checkout. If you choose not to buy insurance and your purchase is damaged by USPS, you will be required to send your item back for repair. If your order is lost by USPS, we will not be able to replace it.

INTERNATIONAL ORDERS:
Please be aware that Lava Essentials is not responsible if your package gets delayed in customs. You may have to pay customs fees and or duties, these fees are set by your government and are the responsibility of the buyer. Please check with your local post office for fees, and allow up to 6 weeks for your order to arrive.

INCORRECT SHIPPING ADDRESS:
Your order will be shipped to the shipping address provided when ordered, unless a different address is requested by customer prior to shipment and we have verified that your message was received. Lava Essentials is not responsible for incorrect shipping addresses. If your order is shipped to the wrong address, new postage will have to be purchased by the customer once, and if, your package makes it way back to us.

RETURNED/REJECTED PACKAGES:
If your item is returned to us due to an incorrect shipping addressprovided or any other reason, you will be required to repurchase postage as stated above. If you reject a package, and refuse to pay for it to be reshipped, you will be charged a 15% restocking fee for the retail value of your order. Shipping charges are non-refundable.

CART HOLD POLICY:
A hold is placed on items during payment processing in checkout. If the items in the cart are in stock, then a hold is placed on those items until the payment processing is complete.  If a payment fails, then the hold is released until the customer reaches the payment stage again.

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