Exchanges & Returns
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.
Black Friday and Christmas Returns Policy: During the peak season of November - December, apart from in exceptional circumstances, we are unable to accept exchanges for logistical reasons. During this time, we suggest returning your item for a refund and placing a new order. To start the returns process, click here. Thank you for your understanding.
All non-personalised jewellery purchased will be subject to our standard 14 day return policy.
Black Friday and Christmas Returns Policy: All non-personalised pieces purchased from the 1st November to 31st December will be subject to our extended returns policy until Jan 15th. Please notify us by this date should you wish 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.