We can often exchange pieces for longer/shorter lengths, different materials or different pieces altogether.If you wish to start an exchange, please email firstname.lastname@example.org, quoting your name, order number and exchange request. We will reply to you with confirmation your exchange is possible.
All non-personalised pieces purchased during November and December can be returned right up until the 15th of January 2023. Please notify us by this date if you would like to return your jewellery.
To start the return of an item, please click the button below:
Items that are personalised, engraved or made-to-order (to meet your specific requirements), are non-refundable.
We now accept returns of earrings providing they are returned unworn and as new.
If your Lily & Roo jewellery was a gift, please provide the name of the person who purchased it.
Refunds and exchanges will be processed within 10 working days of our receipt of the return. Please be aware we cannot notify customers when their parcel has been received, only once we have processed your refund, you will be automatically notified via email. Refunds will only be credited to the original purchaser’s payment card. Your bank may take up to 7 working days to credit your account. Please note, shipping and gift wrapping costs are not refunded, unless items are faulty.