lia sophia

Frequently Asked Questions

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What is the guarantee on lia sophia jewelry?

We want you to be happy. That's why every lia sophia piece is backed by our unrivaled Lifetime Replacement Guarantee. Have a problem with it? No problem.

Through our Lifetime Replacement Guarantee, jewelry may be returned to lia sophia for replacement due to a manufacturer's defect, with your original Customer Purchase Receipt/proof of purchase. Simply return the product through your preferred shipping method and we'll take care of the rest. Jewelry returned within 120 days will be replaced at no charge. After 120 days, please add a $5 per item handling charge. If your original selection is no longer available, you will receive a Merchandise Certificate. Merchandise certificates received for a return item will expire in six months from the date issued.

Please note, merchandise must be purchased through an authorized representative of lia sophia for this guarantee to apply. The Lifetime Replacement Guarantee does not cover lost jewelry. Shipping charges are not refundable, and cash refunds are not available after 45 days from original Show ship date.

While your Advisors can answer any questions you may have, returns and exchanges are handled directly through lia sophia headquarters. We're with you every step of the way - contact our expert Customer Service team by calling (800) 959-3324.

Is your jewelry nickel-safe?

Yes. Our jewelry is put through rigorous testing that goes above and beyond the industry standard to ensure every piece is nickel-safe. Nickel safe earring studs are made from surgical stainless steel post. Stainless steel is one of the safest materials for women with metal sensitivities. All of our posts are stainless steel. The remainder of our products are electroplated and contain a very small amount of nickel, however, the nickel is tightly bonded in the chemical compound of the base metal and nickel will not be released to contact the skin, even when subjected to body salts and chemicals.

In most cases this is completely safe for consumers that have any type of allergic reaction to nickel. If you have a nickel allergy, please ask your Advisor for more details.

Is lia sophia jewelry lead safe?

The safety of our products is of the utmost importance to us. We rigorously test all of our jewelry to ensure it meets the highest standards required by law. Please note our jewelry is not intended for children under 13 years of age.

Is your jewelry safe for children?

We know children love to play dress up, but our products are not intended for children under 13 years of age.

Jewelry broke? No worries. We know life happens and we have you covered.

Let us do the dirty work. Simply return the broken jewelry and we'll replace it with a brand new piece under our Lifetime Replacement Guarantee. If the item is no longer available, a Merchandise Certificate will be issued.

How do I locate an Advisor near me?

For more information on becoming an Advisor, please go to: Ready to start living your dreams ... click the "Find an Advisor" link, found at the bottom of all pages.

Once you locate an Advisor near you, send her an e-mail stating your interest. That Advisor should contact you within 48 hours.

How do You return/exchange an item?

Jewelry may be returned due to a manufacturer's defect with your receipt for the same item, a change in ring or bracelet size, for a Merchandise Certificate (to choose another item) or a refund.

Please fill out the Exchange Form located on the back of your Customer Invoice/Purchase Receipt or download it from: by visiting the Returns + Exchanges link, found at the bottom of all pages.

Or click the link below:
Online Exchange Form

To ensure we receive complete exchange packages we recommend a padded envelope or box. In addition, always include your return address on the outside of the package. Please use correct postage to avoid your package being returned to you for insufficient postage. Make a copy of your Customer Invoice/Purchase Receipt and mail it with your jewelry and Exchange Form to:

Exchange Department
lia sophia
1620 Central Avenue
Roselle, Il 60172-1602

If you purchased your jewelry more than 120 days ago, please include a $5 per item handling fee.

If you are requesting a refund, please list the item(s) you are returning for a refund in the area marked "receive a refund" on the exchange form and supply a copy of your original Customer Invoice/Purchase Receipt that you received with your jewelry. (A Customer Selection Ticket is not the receipt.) All jewelry purchases (with receipt) are refundable within 45 days from the date we shipped the original order.

lia sophia is not responsible for lost or misdirected mail. In the unlikely event that your jewelry is lost or misdirected in transit, it may be beneficial to insure your package and/or add a "Delivery Confirmation". We also recommend that you return your item(s) in a padded envelope and always include your return address on the outside of the package. This will protect your jewelry and help to prevent a torn envelope, which could result in the item being lost through the mail. This will allow you recourse with your carrier if the item is not received. lia sophia is not responsible for return shipping fees.

I returned my item, but only received a Merchandise Certificate. Why?

When an item is returned that is no longer available, Customers will receive a Merchandise Certificate.

The exchange options available are:

  • Exchange for the same item only (rings and bracelets may be exchanged for another size)
  • Exchange for Merchandise Certificate to purchase another item
  • Refund for items received within 45 days of original ship date.

What can I purchase with my Merchandise Certificate?

All Merchandise Certificates for returned product will be issued at the regular, full retail value at time of purchase of the item returned.

For example - Half Priced items will be issued a Merchandise Certificate for the item’s full retail value at time of purchase, rather than the half price paid.

Hostess Bonus items will be issued a Merchandise Certificate for the full retail value of the item, rather than the Hostess Bonus price paid.

How can I use my Merchandise Certificate?

You may use your Merchandise Certificate:
At a lia sophia Show.

Through the lia sophia Corporate Web Site.

Through your authorized Advisor's Personal Web Site.

How do I place an order with my Merchandise Certificates?

To place an order on an Advisor's Personal Web Site go to:

  • The Advisor's site, or click on the link provided in your e-mail
  • Click on "Browse Our Jewelry"
  • Click on "Have an exchange Merchandise Certificate? Click here" (located all the way to the right)
  • Enter your exchange Merchandise Certificate
  • Browse the Catalog or enter your selection in the search engine
  • Once you have selected, click on "Add to Cart"
  • Once you are done ordering, click on "View Cart"
  • Confirm your order and click "Continue"
  • Enter your name and address
  • If you have a balance owed, you may enter additional Merchandise Certificates or pay with a credit/debit card

To place a Merchandise Certificate order on

  • Click on "Catalog" at the top of any page.
  • Click on "Have an Exchange Merchandise Certificate? "Click here" Upper right of page
  • Enter your Merchandise Certificate number
  • Browse the Catalog or enter your style number in the search engine
  • Click "Add to Cart"
  • Once you are finished, click "View Cart"
  • Follow the screens to the end of the order
  • If there is a balance due, you will be able to enter more Merchandise Certificates or pay with a credit/debit card

I cannot find my Merchandise Certificate. What can I do?

If you cannot locate a copy of your Merchandise Certificate, contact Customer Service for assistance. Customer Service may be able to locate the Merchandise Certificate number for you. Please provide any information you already have, such as an order number and approximate period you received the Merchandise Certificate. This will facilitate the search. Customer Service can be reached at 1-800-959-3324, or by e-mail at, or on our Web site.

Why am I unable to use my Merchandise Certificate?

There may be several reasons why you are unable to redeem your Merchandise Certificate:

  • No Balance - Merchandise Certificate has been used.
  • Type 777 Merchandise Certificate – can only be used on full retail priced items and are valid for six months.
  • If you have already placed an order by redeeming part of the value of a Merchandise Certificate, you will have to wait 24 hours before placing another order using that same Merchandise Certificate.
  • Merchandise Certificate has expired (Merchandise Certificates have a six-month validation period)
  • All Merchandise Certificates issued after June 26, 2012 can only be used toward full retail priced items.

Why is each Customer charged shipping when the orders do not ship to them directly?

The $4.25 charge per order covers much more than shipping your jewelry. It also includes the costs of insurance, individual jewelry packaging, labels and Distribution Center handling costs.

When is shipping applied to Consumer Orders?

Shipping is applied to any Consumer Order with a difference in price of $5 or greater. Any orders placed that are equal to or are less than your Merchandise Certificate amounts will not incur a shipping charges. Sales tax will be added to any difference due.

Does lia sophia comply with the California Transparency in Supply Chains Act of 2010?

Yes. lia sophia has always taken care to partner with responsible manufacturers who adhere to sound labor practices and maintain safe, productive work environments for their employees. And beginning January 2012, lia sophia increased its commitment to ensuring its supply chain is free from worker exploitation by adopting the lia sophia Code of Conduct for Suppliers. The Code of Conduct formally requires lia sophia Suppliers (i.e. manufacturers) to treat their employees with dignity and respect. This means Suppliers must now certify they are providing employees with a safe and healthy work environment; that they are paying employees fair wages; and are prohibiting child and involuntary labor. Suppliers must also certify that those providing materials incorporated into lia sophia products comply with the lia sophia Code of Conduct. To ensure compliance, lia sophia will train its supply chain management on the perils of human trafficking and slavery and on how to mitigate the risks of these activities within the supply chain. Further, lia sophia will engage in monitoring activities including unannounced, on-site inspections of manufacturing facilities, employer-provided housing and employment-related documents and will take swift and appropriate action against any Supplier who fails to meet lia sophia standards.