Customer Service Policy

Contact & Hours


We love hearing from our customers and welcome you to contact our team of product specialists with any questions you may have, from finding the perfect fragrance to selecting a beautiful gift.  You may email us at or call us toll free 9:30AM-6:00PM PST, Monday - Friday (excluding holidays) at 855.238.5472 or + 1 (310) 442-2655 for international callers.



Order Processing


Since all our fragrance jewelry pieces are handcrafted to order, orders received between Monday through Friday (excluding holidays) are processed within 2-3 business days. Eau de parfums and fragrance beads are processed within 1-2 business days. If your item is time sensitive, please contact or call 855.238.5472 to ensure it is made and shipped on time. Once your item has shipped, you will receive a confirmation email containing your tracking number.


Orders placed after 5:00pm PST on a Friday will be processed or reviewed the following business day.  All purchases are subject to bank authorization prior to processing.  Only bank approved purchases will be processed and shipped.





If you need to cancel your order once it’s been submitted, please contact customer service immediately by email at or by phone at 855.238.5472.



Shipping Options & Rates


As part of our commitment to excellent customer service, we offer complimentary 3-day shipping for fragrance jewelry and fragrance bead purchases. Orders containing eau de parfum should arrive within 5-7 business days.  At this time, only offers free 3-day shipping for domestic addresses in the contiguous United States. 



Jewelry Returns & Exchange Policy


We accept returns or exchanges of all new and unworn jewelry within 14 days of purchase.  Items must be returned with original packaging in perfect condition.  Items returned without original pouches or jewelry boxes may be charged a restocking fee. Store credit will be issued for returns made after the 14th day.  Upon receipt of returned goods, we reserve the right to deny a refund or exchange if the merchandise does not meet return-policy requirements.



Fragrance Returns & Exchange Policy


If for any reason you are not happy with your eau de parfum or fragrance bead purchase, you may return the unused portion to us within 30 days for a refund or exchange. 



Free Return Shipping Policy


To receive free shipping on your return, please call 855.238.5472 or email to arrange for your free return. To qualify for free return shipping, you must choose to accept a store credit in lieu of a refund.  If you choose a refund, we will refund the original form of payment minus $9.95 for return shipping costs. At this time, only offers free return labels for domestic return addresses in the contiguous United States. Please note that only products purchased on may be returned for a refund or exchange.





Should you select a refund, we will refund the original form of payment you provided, minus return shipping costs of $9.95.  We will process your refund within approximately 14 days of receiving your merchandise and will send you an email confirmation once your return has been processed. Your banking institution may require additional days to process and post the transaction to your account.  Please allow 1-2 billing cycles from the day you return your package for your account to be credited.



Sales Tax


Sales tax will be added to orders shipping to the following states: California, New York, and New Jersey. Shipments to any other state will not include tax.



Damaged Items


When your order arrives, please inspect the carton for any damage that may have occurred during shipment.  It is normal for the shipping carton to show some wear, however, if damage occurred to the item(s) in your shipment, please contact us immediately at 855.238.5472 or via email at  Please provide the order number along with your email address and phone number.  To ensure prompt resolution, please be sure to provide your order number, along with a brief description of the damaged item(s). Please retain the shipping box, packing materials, and the damaged items for inspection by the carrier.





We guarantee the quality of our work. For any repairs, please contact our customer service department 855.238.5472 or via email at Pieces repaired by any other jeweler will not be covered under our implied warranty.



Lisa Hoffman Items Purchased from Other Retailers


Items purchased from other retailers cannot be returned to



Using Promotional Codes


As a recipient of Lisa Hoffman’s Newsletter, you may receive exclusive offers that can be applied to orders by using the promotional code during check out. Please note that promotional codes cannot be combined with any other offer or discount and are only redeemable on In order to take advantage of these offers, please enter the promotional code in the space provided during checkout prior to submitting your order.