FAQ

Frequently asked questions

Shipping

Where is my order?


Once your order is shipped, you’ll receive a tracking number via email so you can keep an eye on its activity while it makes its way to you.




How long will it take for my order to ship?


Each piece of jewellery is made to order: our designers and goldsmiths needs to craft the piece for you once you order, it can take on average 2 weeks but if you request specific diamonds, we source these globally so they take a little more time. We will be in conversation with you at every stage of the process.





Returns

Are returns free?


Sadly, we don't yet offer free returns.

Please note your original shipping fee is also not refundable and will be deducted from the refundable amount. Orders outside of Australia, Canada, UK, and US may have duties and taxes incurred. You are responsible for paying these fees and we’re unable to waive or refund them, even if the order is returned back to us.




What is your return and exchange policy?


If you are not completely happy with your purchase, please contact us and return your item within 14 days of receiving your order. CHANGE YOUR MIND Pieces must be returned unworn, in the original packaging. Please include your order number with your return. Unfortunately we are unable to accept returns on made to measure or personalised pieces. EXTENDED PERIOD FOR GIFT
If you are buying a gift and you would like to arrange an extension of the returns period, we will be very happy to help. To arrange an extension please contact hello@lilyflojewellery.com prior to making your purchase. Address for returns UK Orders
To return an item, simply contact us at hello@lilyflojewellery.com within 14 working days and send your item to
Returns Lily Flo Jewellery 68 Southway London N20 8DB UK

We strongly recommend that you send your order back to us by recorded delivery. Whilst we offer free delivery on your purchase, we are not able to offer free returns. We cannot accept responsibility for parcels lost in transit.




What do I do if my jewellery is defective?


First off, our apologies! Please send your order number and a photo of the defective or incorrect piece to hello@lilyflojewellery.com and our Customer Happiness Team will be happy to help resolve right away




Do you have a warranty?


Your jewelry is under warranty for any manufacturing defects (in material or workmanship) for a period of 12 months from the date of purchase. This does not cover lost items, scratches, damages caused by accident (bent ring, broken chain), abuse, neglect, improper use or storage of the product, unauthorized modification (resizing or any repair work done by a third party), or normal wear and tear.





Product Care

How do I take care of my jewellery?


A little love goes a long way! When not wearing your jewelry, be sure to store it in the pouch it came in. This helps prevent scratching and maintains colour. Always remove your jewelry when applying scents, lotions and sprays - or even better, always put your jewelry on last before heading out the door. For more detailed material-specific care instructions, be sure to review our product care page, here.

A care guide is also included in each shipment, so you can keep it handy to refer to whenever you need a reminder.




Can I swim and exercise in my jewellery?


Exercising: any strenuous activity including cardio, yoga, lifting weights, swimming, etc. These activities, particularly ones using your hands, put pressure on your pieces, causing them to bend, warp, or for stones to become loose in their settings. Chlorinated water can also react chemically with metals, changing the colour, weakening settings, or pitting gold. Something as simple as extended time in water can harm jewellery, even if the damage is not immediately apparent.




Should I shower in my jewellery?


Showering or bathing. Hard water, shampoos, and conditioners can become stuck behind settings, causing damage to your pieces. Soap scum can be hard to remove and causes jewellery to look discoloured and grimy.




Should I take my jewellery off before bed?


The extended heat and pressure that occurs during sleep can wreak havoc on delicate and fine jewellery. Keep a jewellery-appropriate container next to your bed so that you can remove your pieces every night.




How do I look after my diamonds?


Diamonds fall at the far end of the hardness spectrum—they are among the hardest materials on Earth. In fact, they are so hard that they may cause damage to adjacent jewellery. We recommend not wearing a diamond ring next to, or on the same finger as, an opal ring. A loose diamond can also damage its metal setting, which is why it’s important to check for loose stones regularly and have them tightened as needed.




How should I look after my pearls?


As soft, organic gemstones pearls require special consideration in order to ensure that their nacre and luster do not become damaged or dulled. The standard rule for wearing pearls is "last thing on, first thing off". By putting your pearls on last it ensures that your perfume has a chance to dry and your cosmetics and other potentially damaging materials do not come in contact with the surface of your pearls. By taking your pearls off first it ensures that your pearls do not get scratched or caught on your garments. Cleaning & Storage Polish your jewelry with a lint-free, 100% cotton cloth. Gentle cleaning with lukewarm water, soap, and a soft toothbrush is also recommended. Always check the tightness of stones before and after cleaning, especially when using a steam cleaner. Never use an ultrasonic cleaner on micro pavé stones, opals, emeralds, or turquoise. Fine jewellery should be stored securely in fabric-lined or leather-lined boxes. Pieces can also be wrapped in soft fabric. We recommend keeping an up-to-date inventory of your collection, including photographs and any appraisals, in the event that an insurance claim or police report needs to be filed.





Gifting

Can I include a gift receipt?


Absolutely! Simply let us know the piece is a gift. You can also add your personal message per piece! It will be hand written exactly how it is entered, so make sure there is no error! (200 character limit, emojis cannot be used)




How does gift wrapping work?


Each piece is beautifully placed in our gift box and then inserted into a Lily Flo dust bag and in a branded box. Make sure to check off at check out and we'll make sure to include a gift receipt so it’s ready for gifting!




Do you offer Gift Cards?


We do! We offer physical and digital gift cards. Just email us at hello@lilyflojewellery.com and we'll sort it out for you. All our gift cards are then wrapped up and sent out to you special person directly




How do I redeem my gift card?


Simply email us with the the code shown on the back of the card into the “gift/credit”. The value of your gift card will be automatically deducted from your order. Should a balance be owed, you can use credit card or PayPal.





Payment

What payments do you accept?


You can pay for your items in many ways! Your payment method is charged at the time the order is placed, including for those items that are backordered and/or made-to-order. This will ensure that your order is placed in the queue to be fulfilled and shipped as soon as they are available!

Please note that once the order has been placed, we are unable to change the method of payment and/or currency.
Credit card or Debit Visa Card
If you have a Lily Flo account, your default billing information will appear at checkout. Otherwise, you can manually enter the payment details at the time you place the order. Kindly note that depending on the restrictions on your card, the transaction may be declined by the bank. We do not accept prepaid credit cards, Visa/Mastercard gift cards, or Discover cards at this time.

Lily Flo reserves the right to detect and check the validity of the card used and may decline transactions depending on the result of these checks.
Paypal
Simply click the PayPal option during checkout where you will be asked to log into your PayPal account. Once the order is completed, you will be redirected to the Lily Flo site.




How is the refund processed?


For questions on returns and exchanges, please check here.

Please note Lily Flo cannot issue a refund to a method of payment that is different from the one used to place the order. Upon receiving your returned item at our warehouse, it will take up to 8-13 business days for the returns team to process and send you a return confirmation email.
Credit card or Debit Visa Card
From the day the return is processed by the returns team, depending on your bank, it will take around 5-10 business days for the fund to reappear on your end. Should you have cancelled your credit card or reissued a new one, the amount will be transferred by the bank.
Paypal
Once a refund has been made back to your PayPal account, you will receive a notification from PayPal. It may take around 5-10 business days for you to see the fund on your bank account!





Materials

What is your jewellery made of?


We only use recycled Sterling Silver or ethically sourced or recycled solid gold - nothing more nothing less. All our silver and gold comes from Hatton Garden, the centre of the jewellery district here in London.





Repairs

What happens if my jewellery breaks in the first month?


We're happy to help with any issues that arise within the first month of receiving your order– whether there's an issue with your piece or maybe you feel like a little tweak could make you fall in love with your jewellery that much more!
If something has gone array with your piece, please, we will be very happy to help. To arrange a replacement for FREE please contact hello@lilyflojewellery.com with your order number.




Do you repair jewellery?


BETWEEN 2 and 12 MONTHS: DISCOUNTED Simply contact us and return your piece back to our studio for a rework. Depending on the rework required, we will charge a discounted fee for time and speak to you about the cost of any materials required. This will depend entirely on your situation and we'll be fair and sensible. BEYOND 1 YEAR: FULL CHARGE REPAIR We love that you have worn and loved your jewellery and totally understand that wear and tear can make things not work as well as before. Simply contact us and return your piece back to our studio for a rework. Depending on the rework required, we will charge a repair fee for time and speak to you about the cost of any materials required. This will depend entirely on your situation and we'll be fair and sensible.
To return an item, simply contact us at hello@lilyflojewellery.com to
REPAIR Lily Flo Jewellery 68 Southway London N20 8DB UK

We strongly recommend that you send your order back to us by recorded delivery. We cannot accept responsibility for parcels lost in transit. While we offer free delivery for your jewellery, we can't offer free returns for repairs.