Shipping Policy
1. Scope
This Shipping Policy applies to the shipment of the LOYA Collection Kit, the submission of ashes, hair or other personal material accepted by LOYA (the Personal Material), and the shipment of the final diamond, jewellery and any accompanying documents.
This Shipping Policy supplements the Terms and Conditions, the Return and Cancellation Policy, and the Chain of Custody of LOYA Diamonds (LOYA, we, us or our). In the event of any conflict, the Terms and Conditions shall prevail, except where mandatory consumer law provides otherwise.
2. Shipping Destinations and Charges
LOYA ships only to countries and addresses accepted during checkout or confirmed in the order confirmation. The applicable shipping charges will be shown before the order is completed or confirmed in writing.
A prepaid return label with Track & Trace for submitting Personal Material is included in the Collection Kit. Only the label supplied by LOYA and the prescribed packaging may be used for this purpose.
We do not ship to PO boxes, parcel lockers or unattended collection points where the value or nature of the shipment requires personal receipt, a signature or identity verification.
3. Shipping the Collection Kit
After the order has been accepted and paid, we will send the Collection Kit to the address provided by the customer. The Collection Kit contains a metal collection container for hair or ashes, instructions and a prepaid return label with Track & Trace.
The customer must check the delivery details immediately after receiving the order confirmation. A change of address is valid only after LOYA has confirmed it in writing. LOYA is not responsible for delays or additional costs caused by incorrect or incomplete address details supplied by the customer.
4. Submitting Personal Material
The customer must:
- use only the container and packaging supplied by LOYA;
- pack and seal the Personal Material in accordance with the instructions in the Collection Kit;
- correctly include the order number and all requested information;
- use only the return label supplied by LOYA;
- have the shipment scanned at an official acceptance point; and
- retain the acceptance receipt and Track & Trace code until LOYA has confirmed receipt in writing.
Personal Material must never be sent loose, in an envelope, in alternative packaging or without a traceable shipping method. Contact LOYA before shipping if the return label is missing, damaged or cannot be used.
5. Receipt and Registration
A carrier notification showing that a parcel has been delivered does not mean that its contents have already been inspected and registered by LOYA. Receipt becomes final once LOYA has opened the parcel, verified the order number and registered the Personal Material in the Chain of Custody.
LOYA will notify the customer as soon as reasonably possible if the packaging is damaged, information is missing or the material received appears insufficient or unsuitable. The estimated delivery period starts on the date LOYA receives the returned Collection Kit, provided that all required information and sufficient suitable Personal Material are present. If the shipment is incomplete, the period starts once the missing items or information have been supplied.
6. Production and Estimated Delivery Time
Each LOYA diamond and related item of jewellery is made specifically for the customer. The estimated delivery time is 4 to 6 months from the date LOYA receives the returned Collection Kit, provided that the shipment is complete and contains sufficient suitable Personal Material.
This period is a careful estimate and not a guaranteed delivery date unless LOYA has expressly confirmed a specific delivery date in writing. Timing may be affected by the quality or quantity of the Personal Material, additional checks, certification, bespoke jewellery work, customs procedures, force majeure or delays involving specialised production partners.
If a material delay occurs, LOYA will inform the customer and, where reasonably possible, provide a revised estimated delivery period. The customer's statutory rights relating to late delivery remain unaffected.
7. Shipping the Diamond and Jewellery
Before final shipment, LOYA may ask the customer to reconfirm the delivery address. The order will be shipped only after all amounts due have been paid and any required checks have been completed.
The final order will be carefully and discreetly packaged and sent with Track & Trace. Depending on the country, carrier and value of the shipment, a signature or identity verification may be required on delivery. The customer will receive the available tracking details once the shipment has been handed to the carrier.
Any delivery window is an estimate provided by the carrier and is not a time guaranteed by LOYA. The customer is responsible for monitoring the tracking information and for accepting or collecting the shipment within the period specified by the carrier.
8. Risk During Shipping
8.1 Collection Kit
The risk relating to the Collection Kit remains with LOYA until it has been received by the customer or a recipient designated by the customer.
8.2 Personal Material
Personal Material is unique and may have substantial emotional or symbolic value. This personal value cannot be objectively assessed or insured. The customer must therefore strictly follow all packaging and shipping instructions and retain the acceptance receipt.
If a shipment sent with the label supplied by LOYA is lost after a valid acceptance scan or arrives visibly damaged, LOYA will coordinate the investigation with the carrier. A prepaid label does not constitute insurance of the Personal Material.
LOYA does not pay financial compensation for the loss, disappearance, destruction of or damage to Personal Material. This applies to the financial, emotional, personal and symbolic value of the material. A carrier investigation or any compensation paid by the carrier does not give the customer an independent right to payment by LOYA. By submitting the Personal Material, the customer accepts this specific risk. This exclusion applies to the extent permitted by law and does not exclude liability that cannot be excluded under mandatory law.
LOYA's responsibility for safekeeping under the Chain of Custody starts after the Personal Material has been received, inspected and registered by LOYA.
8.3 Final order
For consumer orders, LOYA remains responsible for loss of or damage to the order during transport until the customer, or a third party designated by the customer other than the carrier, has received it.
If the customer independently appoints a different carrier that was not offered by LOYA, the transport risk passes to the customer when LOYA hands the order to that carrier, to the extent permitted by law.
9. Delayed, Missing or Undelivered Shipments
If tracking is not updating, a shipment is marked as delivered but has not been received, or the expected delivery period has passed, the customer must contact LOYA as soon as possible. For final delivery arranged by LOYA, the customer is not required to handle the dispute with the carrier directly; LOYA will open the investigation with the carrier.
LOYA may ask the customer for additional information, a written declaration or confirmation that household members, neighbours and the delivery location have been checked. A carrier investigation may take some time. This does not affect the customer's statutory rights.
10. Damaged Packaging or Order
The customer should inspect the packaging upon delivery. If there is visible damage, we recommend asking the courier to record it where possible and taking photographs before and during the opening of the parcel.
Report damage, a missing item or an incorrect delivery as soon as possible using the contact details on the website. Include the order number and clear photographs of the outer packaging, shipping label, internal packaging and product. Prompt notification helps us pursue the carrier in time, but does not limit the customer's statutory guarantee or consumer rights.
Never return a diamond, item of jewellery or Personal Material without LOYA's prior written instructions.
11. International Logistics
The customer will never deal directly with international freight, international carriers, customs formalities or import duties. The customer sends the Personal Material only to the address specified by LOYA and receives the final order from LOYA or a delivery service appointed by LOYA.
Any international logistics between LOYA and foreign production partners will be arranged entirely by and at the expense of LOYA. LOYA will handle the shipping documents, customs clearance and import formalities. The customer must never ship Personal Material internationally on their own initiative.
12. Returns and Personal Material
Because the diamond and jewellery are made to the customer's personal specifications, special cancellation and return rules apply. These rules are set out in LOYA's Return and Cancellation Policy and Terms and Conditions.
All Personal Material supplied by the customer is fully used during the production process. Therefore, no Personal Material remains available to be returned to the customer.
13. Contact
Questions about a Collection Kit, return label or shipment may be submitted to LOYA. Always include the order number, but do not send sensitive personal data or photographs of Personal Material unless LOYA expressly requests them.
LOYA B.V.
Keizersgracht 520
1017 EK Amsterdam
The Netherlands
Email: info@loya-bv.com
The Dutch text is the reference version. Mandatory consumer rights in the customer's country of residence remain fully applicable.