Exchanges & Returns

At LILY & ROO, we strive to ensure you're delighted with your purchase. If you find you need a different size, material, or even a different piece, we're here to help. Please follow the steps below for a smooth exchange process:

• Initiate an Exchange: Email us at info@lilyandroo.com with your full name, order number, and details of your exchange request. We'll confirm whether the exchange is possible and guide you through the next steps.
• Peak Season Notice: Please note that during our busiest months, November through December, we're unable to accept exchanges due to logistical constraints. We recommend returning your item for a refund during this period and placing a new order for the desired item. We appreciate your understanding.

Your satisfaction is our priority. Here's how our return process works:

• Standard Return Policy: Non-personalised jewellery is eligible for return within 14 days of purchase. Simply follow our returns process to get started.
• For Personalised Items: Please understand that items personalised for you, including engraved or made-to-order pieces, cannot be returned or refunded.
• Earrings: We accept returns of earrings, provided they are unworn and returned in their original condition.
• Gift Returns: If you received a LILY & ROO piece as a gift, please include the purchaser's name in your return request.
• Refunds: We process refunds and exchanges within 10 working days upon receiving your return. While we can't notify you when your return arrives, you'll receive an email confirmation once your refund has been processed. Refunds will be issued to the original payment method. Note that shipping and gift wrapping costs are non-refundable, unless the item is faulty.

• Returns Process: Our Returns Portal is not available for international customers. If you're located outside the UK and wish to return an item, please contact us directly at info@lilyandroo.com for assistance.

We're committed to making your LILY & ROO experience as pleasant as possible. If you have any questions or need further assistance, our customer service team is just an email away.