Shipping

We are located in Croatia, therefore all our shipments are sent from Croatia via Croatian Post.

We strive to ensure that our products reach you as quickly as possible. All orders will be dispatched within 3 business days after payment, via Croatian Post. If you wish to modify your order, please contact us within 12 hours of placing the order.

You can expect delivery within:

• 3–5 business days if you are located in Croatia,
• 7–10 business days if you are located in Europe, and
• 15–20 business days if you are located outside Europe.

We do not ship on Saturdays or Sundays.

Shipping costs will be calculated at checkout. For orders outside the EU, customers are responsible for any additional customs charges.

All shipments are sent with a tracking number, and you will be notified of your tracking number by email once your order has been dispatched.

Please note that all estimated delivery dates are approximate, and once shipments are dispatched, we are no longer responsible for delays in delivery. However, if your order has not arrived within one month, please contact us and we will do everything in our power to assist you, speed up the process, or locate potentially lost shipments.

Our goal is to ensure that the ordering and delivery process is as smooth as possible and that you are satisfied with your experience.

Packaging

We strive to set an example and carefully select the materials used to package our products for your orders.

Complaints and Return Policy

At Brille lab diamonds, we aim to ensure that every customer is satisfied with their purchase. We understand that there may be situations where you need to submit a complaint or return an item, and we are here to help you every step of the way. Please review our Complaints and Returns Policy outlined below:

Complaints Handling:

Contact us: If you have any concerns or complaints regarding your shopping experience, a product, or our services, please contact us as soon as possible. You can reach us via email at info@brillelab.com.

1. We will promptly review your concerns and work to resolve any issues to your satisfaction.
2. Complaint resolution: We are committed to handling complaints in a fair, transparent, and timely manner. Once we receive your complaint, we will acknowledge receipt and initiate an investigation. We will keep you informed of the progress and provide regular updates until the issue is resolved.

Product Returns and Refunds:

• Right of return: We understand that sometimes products may not meet your expectations and you may wish to return them. In accordance with consumer protection laws, you have the right to return goods purchased from our online store within 14 days of receipt, provided that the products are unused, in their original packaging, and in resaleable condition.
• Initiating a return: To initiate a return, please contact us within the specified timeframe to obtain return authorization and instructions on how to proceed. Please note that certain items may be excluded from the right of return due to personalized customizations or other factors.
• Return shipping costs: Please note that the customer is responsible for covering the shipping costs incurred during the return process. Once the return is processed and approved, we will issue a refund for the returned items, excluding any shipping costs.
• Refunds: Upon receipt and inspection of the returned items, we will process your refund in accordance with our refund policy. Refunds will be issued to the original payment method used for the purchase, excluding any shipping costs incurred.
• Damaged or defective items: If you receive a damaged or defective item, please contact us immediately to arrange a replacement or refund. We may request photographic evidence of the damage to assist with our investigation.

Contact Us

If you have any questions or require further assistance regarding our Complaints and Returns Policy, please feel free to contact us at info@brillelab.com.

We are here to help and ensure that your shopping experience with us is positive and hassle-free.