FAQs

Some of our pieces can be sent out the same day and arrive with you the next depending on the delivery method selected at checkout, other pieces are made to order. This process can take up to 5-6 working days and this will be stated on the product page. For information regarding delivery, please refer to our courier information here.

During our busy periods, our free standard delivery service and production time may be extended. Please check here for updates on any potential delays. 

At checkout we have express deliveries available for both UK and international shipping. Some pieces are not eligible for this service and will state as such on their individual product pages. For more information, check out our delivery page here.

If your order hasn’t been dispatched yet, we are sometimes able to amend personal details, such as your shipping address.

To do so, please contact us here.

We currently do not have a store which customers can visit, collect orders from or return orders to.

We accept VISA, Mastercard, PayPal, Amex, Applepay, Googlepay, Maestro, ShopPay, ClearPay, Amazon Pay, and Klarna.

In most cases, a declined payment is due to insufficient funds, an expired card or security limitations set by your credit card issuer.

We recommend contacting your credit card issuer or bank for further assistance. If you continue to experience issues, please contact our Customer Care team here

We do occasionally offer discounts and promotions, these are communicated to customers via our newsletter and social media channels. Click the present icon at the bottom left of the screen to sign up to our newsletter or follow us on Facebook or Instagram. 

To redeem a promotion code, enter your code into the box provided at checkout and click apply. Please note, discounts codes cannot be used in conjunction with any other discounts or promotion.

No, unfortunately we do not facilitate phone orders. However you can email or chat our Customer Care team for any questions you may have. They are happy to help.

Yes. To purchase a digital gift voucher for use on lilyandroo.com, visit our Voucher Page here

Digital gift cards are available to buy between the value of £10 and £300 and purchasing this digital gift card creates a unique code. To redeem a digital gift card code, simply enter your code into the ‘Gift or Discount Code’ box on your Checkout page and click ‘Apply’. Your digital gift card never expires.

Please note this product is not physical and will be sent to you via email. 

Sometimes we can create a one-off order for you if we hold the required materials and components. Please contact our Customer Care team here with details or an image of the desired product and we’ll confirm if it is possible.

You will receive a dispatch email with your tracking number once your order has been dispatched by one of our team.

A tracking number will be provided with your dispatch email. Please note, our free delivery service’s tracking information will only appear once the package has been delivered to the correct GPS location of the address provided at checkout.

You will receive a tracking number on your dispatch confirmation email.

In most cases, the parcel has been delivered and received by another person at the address given.

Please check your reception, concierge, office and neighbours before contacting our Customer Care team here, quoting your order number. Please note that we can only be responsible for getting your parcel to the building and not an individual flat or business within certain buildings.

All orders are shipped from our London studio, where each order is made and quality checked.

If you have selected a special delivery service you will have to sign for your parcel.

Many of our items are designed and hand-crafted by a team of artisan jewellers in our London studio, UK. Some of our jewellery components are made in the jewellery capital of India.

Our products are generally made from solid gold, gold filled, or sterling silver, adorned with ethically sourced diamonds, semi-precious stones, crystals and pearls. For information regarding the material of our pieces, see the materials and dimensions on the product’s page.

Lily & Roo’s jewellery is nickel free and suitable to those that are allergic.

Our diamonds, precious stones and pearls are all sourced from highly trusted dealers who confirm their legitimacy and ethical origins.

We offer a bespoke engraving service on a selection of bangles, pendants and rings, to add that unique element of individuality to a piece, whether it's for yourself or for someone special. To add engraving to your online order, please select the type of engraving you wish from that relevant pieces’ product page and follow the simple step by step instructions, including selecting your chosen font.

Please note, engraved orders are non-exchangeable/non-refundable.

EXTENDED RETURNS - Orders placed in November and December can be returned right up to the 15th January. Orders placed outside this time are subject to our standard returns policy below:

Returns Policy: All non-personalised jewellery purchased will be subject to our standard 14-day return policy.

Black Friday and Christmas Returns Policy: All non-personalised pieces purchased from the 1st November to 31st December will be subject to our extended returns policy until Jan 15th. Please notify us by this date should you wish to return your jewellery.

To return an eligible item, please start our returns process by clicking here.

We can often exchange pieces for longer/shorter lengths, different materials or different pieces altogether. If you wish to start an exchange, please email info@lilyandroo.com, quoting your name, order number and exchange request. We will reply to you with confirmation if your exchange is possible.

During the peak season of November - December, apart from in exceptional circumstances, we are unable to accept exchanges for logistical reasons. During this time, we suggest returning your item for a refund and placing a new order. To start the returns process, click here. Thank you for your understanding.

As engraved items have been personalised to meet exact order specifications, these cannot be returned or exchanged for another item.

We now accept returns of earrings providing they are returned unworn and as new.

If you wish to start an exchange, please email info@lilyandroo.com, quoting your name, order number and exchange request. We will reply to you with confirmation if your exchange is possible.

During the peak season of November - December, apart from in exceptional circumstances, we are unable to accept exchanges for logistical reasons. During this time, we suggest returning your item for a refund and placing a new order. To start the returns process, click here. Thank you for your understanding.

We can often repair jewellery that has been damaged or broken. We generally ask that you send your item back to our London Studio for assessment so we can advise of the necessary action and fee for the repair. Please note, the repairs process can take up to 10 working days and is not available for all pieces. To begin your repair, please contact our Customer Care team and attach an image of the piece here.

The cost of a repair is dependent on the type of damage evident upon assessment of the piece. If you would like an estimate, please email a photo to info@lilyandroo.com and our Customer Care team will be in touch.

We recommend looking at our ring size guide below. As ring sizes are not universal, please be advised that there may be slight variances between our sizes and those by other brands. For this reason, we recommend opting for a standard size (Small, Medium and Large) which can be exchanged and advise against ordering bespoke sizes without certainty.

Please refer to the product page for the product’s chain length and look to our length chart to get an idea on how it would be worn.

Alternatively, we recommend measuring the length of an existing necklace for comparison.

We are able to extend or shorten the length of our Sterling Silver and Gold Filled chains (including our satellite chains) for an additional fee. However we do not offer exchanges or returns for any such bespoke items. Please contact our Customer Care team at info@lilyandroo.com for more assistance.

Please refer to our care guide here.

Lily & Roo items are suitable for everyday wear however, being so fine in nature, extra care and attention is required to maintain its prime condition.

It is very normal for jewellery to tarnish and this can occur due to your skin’s acidity, particular creams/lotions, storage conditions or contact with water. Gold and Silver jewellery can sometimes be cleaned with an appropriate polishing cloth, provided within your order. For more information please refer to our care guide.

Knotted chains can be difficult to untangle and there is unfortunately no easy fix. We recommend using two small pins or needles and patiently separating the knots, avoiding any stress or unnecessary tension to the chain as this will result in stretching and eventual breakages.