Svar fra Latelita

28. aug. 2026

Dear Lorraine,

We’re sorry to see that our decision regarding your bracelet has resulted in a 1-star review, although we understand that you are disappointed that we were unable to provide the resolution you requested.

For the benefit of those reading your review, we feel it is important to provide some additional context. The bracelet was purchased in February 2025 and the issue was reported to us approximately 18 months later, well outside our warranty period. Having carefully reviewed the information provided, we were unable to establish that the item had an inherent manufacturing fault, rather than having suffered damage after purchase.

Despite this, our Customer Care team took the time to locate the original order, which had been purchased through Debenhams, reviewed your case on several occasions, explained the options available to you and recommended how the sterling silver bracelet could be repaired locally.

Although we were under no obligation to provide compensation, we also offered you a £15 Latelita gift voucher purely as a gesture of goodwill, which you subsequently advised us you did not wish to accept as a resolution.

We appreciate that our final decision was not the outcome you wanted, and we fully respect your right to express your dissatisfaction. However, we are disappointed that the assistance and goodwill extended by our team throughout our correspondence are not reflected in your review.

We remain confident that your case was considered carefully, fairly and professionally, and we are sorry that on this occasion we were unable to reach the resolution you had hoped for.

Kind regards,
Latelita Customer Care

Svar fra Latelita

14. aug. 2026

Dear Esa,

We're genuinely sorry to read your review and to hear how disappointed you are with your earrings. This is certainly not the experience we want any of our customers to have, particularly when choosing a special piece of jewellery from us.

We take your comments about the materials, finish and clasps very seriously. Our jewellery is made using the materials detailed in each product description, and we're concerned that the pair you received has left you with such a different impression of their quality and value.

We've reached out to you directly as we'd really like the opportunity to look into this properly and, most importantly, find a solution that you're happy with. If there is an issue with the particular pair you received, we want to understand what has happened and make it right.

Thank you for taking the time to share your feedback, Esa. We hope you'll give us the opportunity to resolve this for you and ultimately leave you with a much more positive experience of Latelita.

Warm wishes,
Jenny
Latelita Customer Care

Svar fra Latelita

28. aug. 2026

Thank you so much for your wonderful 5-star review! ⭐⭐⭐⭐⭐

We’re delighted to hear that you enjoy our selection and innovative designs, and that your order arrived promptly.

It’s especially lovely to hear how much you appreciate our Keshi pearl pieces — we absolutely love creating with these beautifully unique pearls, so we’ll certainly take your request to keep the designs coming! 🥰🦪✨

Thank you for choosing Latelita and for your continued support. We can’t wait to show you what’s coming next!

Warmest wishes,
The Latelita Team

Svar fra Latelita

28. aug. 2026

Thank you so much for your fabulous 5-star review! 💖🌟

We’re absolutely delighted that you love your new necklace and enjoyed the packaging too. It’s also wonderful to hear that it reached you so quickly and that you were happy with the service you received.

Thank you for choosing Latelita and for taking the time to share such lovely feedback. We hope your necklace brings you lots of joy every time you wear it! ✨

Warmest wishes,
The Latelita Team

Svar fra Latelita

28. aug. 2026

Dear Clodagh,

Thank you for your review. We are delighted to hear that you were very happy with your jewellery and that your order was dispatched promptly, although we are genuinely sorry that the parcel did not arrive in time for the farewell occasion for which it was purchased.

We would, however, like to clarify an important point for customers reading this review. Our 2–3 working day UPS service is an Express courier service and the timeframe shown is the carrier’s estimated transit time; it is not advertised as a guaranteed delivery date. Our Terms & Conditions specifically explain that advertised international delivery times are estimates based on the information provided by our contracted carriers and that customs-clearance times are outside these estimates.

In this instance, your order was dispatched promptly using the premium UPS service you selected. Unfortunately, the parcel was subsequently delayed during customs clearance, something neither Latelita nor the courier can accelerate or control once a shipment has been selected for processing by the relevant customs authority.

The parcel was ultimately delivered on the fourth working day — one working day outside the estimated 2–3 working day timeframe. We completely appreciate that this additional day was particularly significant in your circumstances because the jewellery was intended for a time-sensitive farewell gift.

We also understand your point regarding how delivery estimates are communicated. While the estimated nature of international delivery times and the possibility of customs delays are explained in our Terms & Conditions, we have taken your feedback on board and will continue looking at ways we can make this distinction as clear as possible to customers when selecting their delivery service.

Although our terms explain that Express Delivery charges are not refundable when estimated delivery times cannot be met, our Customer Care team nevertheless offered you a €14 gift card as a gesture of goodwill, which we understand you chose to decline.

We are sorry that an otherwise positive experience with our jewellery was affected by a one-day customs delay, and we genuinely appreciate both your custom and your constructive feedback.

Kind regards,
Latelita Customer Care

Svar fra Latelita

28. aug. 2026

Thank you so much for your wonderful 5-star review! ⭐⭐⭐⭐⭐

We’re delighted to hear that your order reached you in Northern Ireland so quickly and, even more importantly, that your purchase exceeded your expectations.

There’s nothing we love more than hearing from a happy returning customer. Thank you for choosing Latelita again and for taking the time to share your experience with us. We hope you enjoy wearing your new jewellery!

Warmest wishes,
The Latelita Team