Returns questions
What is your return policy?
All made-to-order items are FINAL SALE and therefore not eligible for return or exchange. All other products that are unworn and in original packaging are eligible for exchange or store credit within 14 days of purchase or delivery. For more information please visit Shipping + Returns
Can exchanges be made in-store?
Absolutely! Our showroom associates are happy to assist with exchanges in-store for products that are unworn and in original packaging. Order number required. Click here more information about our flagship boutique in Toronto.
Holt Renfrew Trunk Show
When & Where is the Trunk Show?
- April 5th - May 26th
- 737 Dunsmuir Street, Vancouver BC (Holt Renfrew CF Pacific Centre)
- HOURS:
Monday - Wednesday, 10am - 7pm
Thursday - Friday, 10am - 9pm
Saturday, 10am - 8pm
Sunday, 11am - 7pm
What is Your Return Policy?
All Lisa Gozlan product purchased at the Holt Renfrew Trunk Show can only be returned at Holt Renfrew for store credit or exchange within 14 calendar days of the delivery or pickup date.
Please note, for all product, refunds to the original payment method will not be permitted.
In order to be eligible for return or exchange at Holt Renfrew the following criteria must be met:
- All items must be unworn, in their original condition and packaging (i.e. No signs of wear, tag attached and Lisa Gozlan Dust Pouch included).
- Proof of purchase and/or receipt must be available.
- The item to be returned was purchased at Holt Renfrew.
Please note, returns must be processed by the vendor which processed the initial transaction. (i.e. LG products purchased online or in-store at Lisa Gozlan Jewelry are NOT eligible for return or exchange at Holt Renfrew. Similarly, LG product purchased at the Lisa Gozlan X Holt Renfrew Trunk Show are not eligible for return at Lisa Gozlan Jewelry).
Will there be any exclusive Trunk Show items?
Yes! The following products will be available exclusive to our Trunk Show while quantities last:
- Complimentary keychains with a purchase of $150 or more on any Lisa Gozlan product.
- Lisa Gozlan X Holt Renfrew Happy Face Bracelets in Holts' magenta hue colour will be available for purchase
Can I place an order ahead of time for pick up?
Yes, online pick-up orders will be available on www.holtrenfrew.com to pre-order items that you wish to purchase at the Trunk Show, just select the 'pick up in-store' option!
General FAQ
What is my Bracelet Size?
Our brass bracelets are all hand strung on an elastic wire for a flexible fit. If you are unsure of your size and/or measure your wrist to be in between sizes, we always recommend sizing up.
Should you receive your bracelet and the size is not to your liking, you can always reach out to our customer care team or visit our returns portal to process and exchange for another size or style!
My favourite item is sold out. Will it come back in stock?
If the style or size you are looking for is sold out, please sign up for the ‘back in stock’ notification. You will be the first to be notified when new inventory is available for purchase or please contact customercre@lisagozlan.com for an estimated restock date.
When are you restocking your products?
Stay in the loop by following our socials and joining our newsletter – You will be the first to know when we launch a new product or collection! To sign up, scroll to the bottom of this page, enter your email, and select ‘JOIN’.
Do you offer ring sizing?
Yes! People often need to get their rings resized due to a variety of reasons. For a small labor charge we offer sizing at any time. Please visit us in person for assistance with selecting a size or contact customercare@lisagozlan.com.
Why did the price change?
Please note that item prices are subject to change without notice based on variables such as gold and diamond markets. We do not offer price adjustments.
Shipping questions
When will my order ship?
Most orders ship within 2-4 business days of purchase unless a specific ship date is indicated on the product. Delivery times are provided solely as guidelines and are subject to change at any time. Orders placed during a launch will ship within 5 business days. Made to order items will ship within 4-6 weeks of placed order.
Do you offer local pick up?
Yes! At checkout you can select local pickup from our Toronto Showroom - located at 87 Cumberland Street. Orders placed will be available for pickup within 24 hours of purchase. Please note the lead time on item(s) purchased. Made-to-order items are estimated at 4-6 weeks. You will be notified when your order is ready.
I just ordered a new item but my order is taking longer than normal. Is there an issue?
Orders placed during new collection launches may take longer than usual to process and prepare to ship, due to high volume. We do our best to deliver within the delivery time indicated on each individual product and will inform you if we cannot meet the delivery date.
Order questions
How does pre-order work?
A pre-order is an exclusive opportunity to purchase your favourite item before the official launch date. It guarantees your order ships when the item arrives.
My order is not going through. What's going on?
If you’re still receiving an error message after reviewing your credit card information, billing and shipping address, make sure you’re using the latest version of your web browser. If the issue persists, please contact your credit card company to ensure there are no holds placed on your card.
Oops! I need to change something on my order.
If you need to change or cancel your order, please contact us immediately at customercare@lisagozlan.com. Include your order number and “Change to Order” in the subject line.
Where is my order confirmation?
As soon as you place an order, you should receive an email confirmation to the email address you entered. You will also be notified once the order ships. If you did not receive an email, please check your junk folder and add customercare@lisagozlan.com to your safe sender list.