FAQ’s

Our goal is to make your shopping experience fun and easy. If you don't see the answer to your query below, please let us know. We'd love to hear from you and help you in any way we can. Drop us a note at help@liasophia.com


How do I get in touch with someone at the Outlet?

Wearing beautiful fashion jewelry is fun, and we think shopping for it should be fun, too. Our Customer Care team is dedicated to giving you a great shopping experience. If you have questions regarding our site, checkout process, shipping, or returns, or if you'd like to know more about a particular product, please feel free to get in touch.

We strive to address all customer requests within 24 hours. Occasionally, we may need a bit more time to answer your question. We appreciate your patience as we work diligently to get back to you.

All customer service inquiries should be directed to help@liasophia.com. Representatives are also available on live chat between 9am - 5pm weekdays. Click the chat box in the bottom left hand corner to message a representative!


What are the benefits of signing up for an account at Outlet by lia sophia?

Don't go through the hassle of re-entering all your information every time you see a new piece that you can't wait to wear. Create an account and we'll remember your details so that every time you shop, the checkout process will be a breeze. You'll also be able to keep a record of your addresses, past purchases, wish list items, and preferences.


May I complete my purchase without creating an account?

Absolutely! If you check out as a guest, we'll still keep a record of your purchase and send you updates on the status of your order—but your shipping preferences for your next order will not be stored.


What do you do with my account information?

We store all your details safely, and we'll never share any of your personal information with outside parties. At any time, you may log into your account and edit or delete your information from the "My Account" page.


How do I reset my password?

It's easy! Visit the "Sign In" page and click "Forgot Your Password", then enter your email address. We'll send you a link to reset your password. If you need further assistance, we'll be happy to help. Simply email our Customer Care team at help@liasophia.com


I just placed an order but I want to add/remove an item! Can you adjust or cancel my order?

Once an order is placed, we cannot add or remove items. If you need to cancel your order, please let us know as soon as possible. We’re proud to fulfill orders as quickly as possible, but we are not able to cancel an order once it’s ready to ship.


Why do I see multiple charges on my credit card?

It may look like multiple charges, but please be assured that we've only charged you once. When you press "Submit" to place your order, a pre-authorization is sent to your credit card. If you accidentally press "Submit" more than once, another pre-authorization is sent. The pending amount is not an actual charge and will disappear from your account in 3-5 business days.


May I use a coupon code for an order that I already placed?

We love giving you great deals, but unfortunately we don't have the ability to retroactively apply coupon codes. Our offers come and go quickly—sign up for our email list and you'll always be the first to know about great new deals from the Outlet.


Do coupon codes work on all items?

Coupon codes may not be used for clearance items. There are also times when certain items may be excluded from coupon codes, such as when we run simultaneous promotions. In these cases, we strive to be clear about how coupon codes may be used. If you have any questions about coupons, please contact help@liasophia.com


My coupon code isn’t working - what’s wrong?

Please note that only one code can be used per transaction; codes cannot be combined. Coupon codes may contain restrictions on certain items and categories; please review the terms of the offer to make sure your purchase is eligible. Free shipping codes require a valid address; please enter the code after entering your shipping information.


How do I clean and take care of my lia sophia jewelry?

The Outlet designs are crafted from plated base metal that can wear or tarnish after time or with improper care. We recommend that you remove your jewelry before swimming, showering or washing your hands, and before applying lotions, perfumes or hairspray. When you aren't wearing your jewelry, keep it in a soft jewelry bag, drawer or hung on a jewelry stand to help keep it dust and tangle-free.

To clean your jewelry, dip it in cool water (but do not soak) and gently wipe with a soft cloth. If it needs a little extra love, brush the piece carefully with a soft, damp toothbrush. Do not use chemical jewelry cleaning solutions, which often contain acid, alcohol, vinegar, or ammonia—all of which may damage your jewelry.


Can I get an exchange for a product I purchased at a lia sophia party?

We do not offer returns, exchanges, or repairs for purchases through the direct sales network, as the lifetime replacement guarantee that was offered with purchases prior to December 28 2014 is no longer valid. Many products are still available at a significant discount. Outlet purchases do not come with a lifetime replacement guarantee.


US Shipping & Returns


Where do you ship?

We ship to all 50 states; Washington DC; U.S. P.O. boxes; U.S. territories; and APO/FPO/DPO addresses.


What shipping options are available?

For US deliveries, ground shipping is a flat rate of $5.95. We are glad to provide free shipping for all U.S. orders of $50 or more. Shipping fees are non-refundable. We will be offering expedited shipping in the near future – stay tuned!


When will my order ship?

Please note that due to the volume of orders during the holiday season, order processing may take 2-3 business days to process. Deliveries within the US should arrive within 3 - 5 business days of shipping, depending on your location.

We will email you at the email address you used while placing your order to let you know when your order ships and send you the tracking number. If you don't receive an email from us within 48 hours after you place your order, please check your spam folder.


How do I check the status of an order?

To check your order status on our website, or to view your previous orders, sign in to your account and click on your account name at the top right. Then, on the dropdown menu, click "My Orders”.


Do you accept returns?

We hope you will love your Outlet purchase, but if not, you may return unworn jewelry, with all tags attached, within 30 days of original purchase for store credit or exchange. If you received a free gift with your purchase, be sure to send it back with your return, or your credit will be adjusted for the retail price of the gift. Store credit or exchange of equal value will be processed once the returning item is received. Shipping fees are not non-refundable.

Items marked as "final sale" during your purchase may not be returned or exchanged. However, if you receive an incorrect or defective item, we will be glad to offer a replacement or store credit.

If you have a defective piece in need of replacement and the original item has already sold out, someone from our Customer Care team will contact you to help you find a comparable piece of equal value that you'll love.


How do I make a return?

To return an item, please email us at help@liasophia.com. We will provide you with an RMA number and instructions for where to send your return. You are responsible for the cost of shipping the return and you must provide us with the tracking number for the return shipment. Returns cannot be processed without the tracking number. Store credit or exchange of equal value will be processed once the returning item is received.


Canadian Shipping & Returns

We're excited to offer flat-rate shipping to Canada for $9.95 USD, not including duty or taxes.

All shipments to Canada must be made to a physical address. We are unable to ship to Canadian P.O. boxes. We ship via USPS International. No additional duties or taxes will be applied at checkout.*

Orders shipped to multiple addresses will be charged $9.95 USD for each individual shipment. We do not offer expedited delivery to Canada at this time.

*Customs fees may include taxes, duties, processing fees, brokerage fees, or other charges by the carrier upon delivery. Please check your local tax regulations, as Outlet by lia sophia is not offering tax advice.


When will my order ship?

Please note that due to the volume of orders during the holiday season, orders may take 2-3 business days to process. Customs delays can be common when shipping to Canada, so please factor this in when placing your order.

We will email you at the email address you used while placing your order to let you know when your order ships and send you the tracking number. If you don't receive an email from us within 48 hours after you place your order, please check your spam folder.


How do I check the status of an order?

To check your order status on our website, or to view your previous orders, sign in to your account and click on your account name at the top right. Then, on the dropdown menu, click "My Orders".


Do you accept returns?

Unfortunately, we are not able to accept Canadian returns at this time. However, if you receive an incorrect or defective item, we will be glad to offer you store credit matching the value of your incorrect or defective item. Please contact our Customer Care team at help@liasophia.com.