Orders

How long will it take to receive my order?

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 estimated delivery service and production time may be extended.

I need my order urgently. Can you get it to me sooner?

We will do our very best to facilitate any urgent requests, though we cannot make any guarantees. Please contact us here before placing your order if you will require urgent delivery.

Can I change my order details after it’s been placed?

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.

Do you have a store where I can purchase your products?

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

What methods of payment do you accept?

We accept VISA, Mastercard, PayPal, Amex, Applepay, Googlepay, Maestro, ShopPay

Why is my card declining and what should I do?

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

Do you offer discounts or promotions?

In the rare occasion that we do offer a discount or promotion, it will be communicated to customers via our newsletter and social media channels.

How do I use a promotional code?

To redeem a promotion code, enter your code into the box provided at checkout and click apply.

Can I place a phone order?

No, unfortunately we do not facilitate phone orders. However you can call our customer service team for any questions you may have. They are happy to help.

Do you offer gift cards?

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

Gift cards are available to buy between the value of £25 and £250 and purchasing this digital gift card creates a unique code. To redeem a Gift Card Code, enter your code into the ‘Gift or Discount Code’ box on your Checkout page and click ‘Apply’. Your gift card never expires.

The product I want isn’t online. Can you still create it for me?

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.

Deliveries

How quickly do your couriers deliver and how much does shipping cost?

Delivery Option

Price

Delivery Time

Free UK Delivery

Free

ESTIMATED 4-6 Working Days (excluding engraved pieces)

Next working day guaranteed UK Delivery (on orders placed before 3pm)

£6.95

Next working Day before 1pm, signature required. (Excludes engraved pieces)

Saturday Special Delivery (on orders placed before 3pm)

£10.95

Next Closest Saturday, signature required (Excludes engraved pieces)

International (Europe)

£10.00

ESTIMATED 6-8 working days

International (outside of Europe):

£12.00

ESTIMATED 8-12  working days

Engraved Pieces

 

Dispatch within 5-6 working days

How will I know when my order has been sent?

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

How do I track my order?

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.

All Lily & Roo orders are posted using Royal Mail. You can track your order by entering your tracking number into Royal Mail’s ‘Track and Trace’ page here.

My tracking number says my order has been delivered but I don’t have it. What should I do?

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 Service 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.

Where do you ship from?

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

Do I need to sign for the delivery?

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

Production

Where are your items made?

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.

What materials do you make your items with?

Our products are generally made from solid gold , gold filled (a mixture of pure gold and sterling silver) 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.

Is your jewellery nickel free?

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

Are your diamonds and precious stones genuine and ethically sourced?

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

What is gold-filled?

Gold-filled is a mixture of pure gold and sterling silver. If you cut through a gold-filled product, the colour would remain the same inside.

Are all of your items hallmarked?

Due to the delicate nature of our jewellery, most of our pieces are exempt from UK hallmarking regulations as they contain less than 1 gram of fine gold or less than 7.78 grams of silver.

Do you offer engraving?

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 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.

Returns

What is your returns policy?

Extended returns policy - All non-personalised items ordered on or after the 1st of November can be returned up until the the 10th of January.

How do I return an item?

Please contact our Customer Care team here and quote your order number. We’ll validate your request and advise of the next steps to arranging the return. If you have purchased our product from one of our stockists please contact them directly for all enquiries.

I ordered the wrong item/size. What should I do?

Please contact our Customer Care team here and quote your order number. We will help with your request and advise of the next steps to arranging the return/exchange.

I have purchased my item from a stockist, how do I process a return or repair?

If you have purchased our product from one of our stockists please contact them directly for all enquiries.

Can I return my engraved item?

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

Can I return earrings?

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

How do I exchange my order for a different piece?

If you received your Lily & Roo piece and it is not suitable, you can of course exchange it for a different piece within the 14 day returns period. Please contact our Customer Care team here and quote your order number. We’ll validate your request for an exchange and advise of the next steps to arranging the return.

If the value of your new piece exceeds the original gift value, you will be required to pay the difference. If the value of the new piece is lower than that of the original gift value, the difference will be credited to the credit or debit card originally used for the purchase.

Please ensure the item is delivered to us in exactly the same condition as it arrived, as we cannot refund or exchange items that arrive tangled, damaged or with missing parts.

Repairs

My item is broken. Can you fix it?

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.

How much will my repair cost?

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.

Bespoke & Sizing

How can I accurately confirm my ring size?

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.

 

United Kingdom, Ireland, Australia, New Zealand

United States and Canada

India, China, Japan, South America

Italy, Spain, Netherlands, Switzerland

Inside Diameter (mm/in)

Inside Circumference (mm/in)

Ring Sizes by Country:

J

5

9

9.25

15.49mm

48.7cm

 

K

5.25

10

10

15.9mm

50mm

 

L

6

11

11.75

16.31mm

51.2mm

 

N

6.75

13

13.75

17.12mm

2.12mm

 

P

8

17

17

17.93mm

2.2mm

How will I know where a necklace will sit on me?

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.

Can you make the chain longer?

We are able to extend or shorten the length of our Sterling Silver and Gold Filled chains (including our satellite chains) however we do not offer exchanges or returns for any such bespoke items. Please contact our customer care team.

Wear and Care Guide

Where can I find your care guide?

Please refer to our care guide here.

Can I wear your items every day?

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.

My jewellery has tarnished. What should I do?

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.

My chain is knotted/tangled. What should I do?

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.