Frequently asked questions
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.
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 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 firstname.lastname@example.org prior to making your purchase.
To return an item, simply contact us at email@example.com within 14 working days and send your item to
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 firstname.lastname@example.org and our Customer Happiness Team will be happy to help resolve right away
Do you have a warranty?
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?
Should I take my jewellery off before bed?
How do I look after my diamonds?
How should I look after my pearls?
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 email@example.com and we'll sort it out for you.
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.
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.
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.
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.
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.
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!
What is your jewellery made of?
We only use recycled Sterling Silver or ethically sourced or recycled solid gold - nothing more nothing less.
What happens if my jewellery breaks in the first month?
If something has gone array with your piece, please, we will be very happy to help. To arrange a replacement for FREE please contact firstname.lastname@example.org with your order number.
Do you repair jewellery?
To return an item, simply contact us at email@example.com to
We strongly recommend that you send your order back to us by recorded delivery. We cannot accept responsibility for parcels lost in transit.