We hope you love your Lily & Roo order as much as we loved crafting it, however, if you are unhappy with your piece, for any reason, you can return or exchange it within 14 days of receipt of your parcel.

To inform us if you wish to return, exchange or cancel your order, please contact info@lilyandroo.com, quoting your name, order number and request, and we will send you the returns information.

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

For safety and hygiene reasons, we operate a strict non-refundable and non-returnable policy on all earring orders.

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.