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

If you wish to return your order, please email info@lilyandroo.com or phone 0207 642 1306, quoting your name, order number and request.

When returning your order, please ensure all items are repackaged in exactly the same condition in which they arrived with you. Lily & Roo cannot offer refunds on pieces that arrive back to us tangled, damaged or with missing parts.

We recommend returning your items using a ‘Royal Mail Signed For Delivery’ service to ensure its safe return. We cannot accept responsibility for any goods lost in transit, so please retain your parcel’s tracking number in case there should be any issues

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. 

Exchanges

If you wish to exchange your order, please email info@lilyandroo.com, quoting your name, order number and exchange request. We will reply to you that confirmation your return is possible and the appropriate returns information.

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.