Exchanges

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 your exchange is possible.

Returns

All non-personalised items will be subject to our standard 14 day return policy.

To start the return of an item, please click the button below:

Use returns system

Personalised items

Items that are personalised, engraved or made-to-order (to meet your specific requirements), are non-refundable.

Earrings

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

Gifts

If your Lily & Roo jewellery was a gift, please provide the name of the person who purchased it.

Refunds

Refunds will be processed within 5-working days of our receipt of the return. 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 costs are not refunded, unless items are faulty.