Can I still order from Lily Flo?

Yes, our online store is still accepting orders, we’re still here and posting orders. Our studio is being kept in excellent hygiene conditions and, as always, we sterilize each piece of jewellery before its placed in its box and sent. Our studio is currently closed for customer consultations though.

Are there longer delivery times?

At the moment you're able to select from our variety of delivery options as usual.

Is the returns policy extended?

Yes, our returns policy will be extended from 14 days to 28 days in light of the new restrictions in place. Contact the team if you have any questions.

Can I still have my jewellery resized or repaired?

Yes, our studio workshop is in operation, so contact hello@lilyflojewellery.com and one of the team will be in touch.


Which payment methods do you accept?

We accept MasterCard, Visa, Visa Debit, Visa Electron and Maestro, Paypal.

You may also process payment through your Pay pal account.
Preferred payment method can be selected at the payment stage of check out.

Can I order from international locations?

Yes, we ship worldwide and in your local currency. We send everything DHL, at additional cost, to secure taxes, customs and insured shipping.

How do I purchase an online gift card?

Online gift cards can be loaded with a pre-determined amount.

Can I pay over the phone?

Unfortunately we do not take payment over the phone as it is less secure for both parties.

How long does it take to 'make to order'

All of our orders are made and packed by hand within 2 weeks (often sooner) with love and shipped within 1-2 working days. Lily Flo Jewellery will continue to fulfil customer orders and process returns/exchanges to the best of our ability.

Due to the use of DHL for our deliveries, we may experience some delays depending on DHL service levels in your area. Please check here for updates to their delivery service.

Does the jewellery come in a box?

Exclusive to LilyFloJewellery.com we offer beautiful premium luxury boxes. Every piece of jewellery comes in a Lily Flo Jewellery suede jewelry pouch inside a Lily Flo Jewellery branded box nestled in a bed of tissue paper. If you purchase multiple items, unless specified that each needs to arrive in a gift box, we may put more than one piece in a box at our discretion, depending on the size of the items. If you want to specify how your items are shipped, please enter your requests in the comments section at checkout.


What are your delivery options?

Lily Flo is pleased to offer UK, Europe and Worldwide Shipping.

UK FREE Royal Mail Special Delivery (1-2 working days)

Europe / Worldwide FREE DHL

Do I need to be in for delivery?

All our items are sent as “signed for” so you are required to be home to receive it. If you’re not at home, a delivery card will be left for you to rearrange delivery or collect from a local sorting office. DHL deliveries will ask for your contact telephone number to text you when they are close by or re-arrange as it convenient.

Do you delivery internationally?

We deliver worldwide via DHL. International orders may incur additional customs or import duty charges depending on the destination country. Please note that we do not cover these costs, therefore, you will be responsible for them. Unfortunately as these costs are beyond our control and vary between countries, we cannot advise prior to shipment how much they will be. If you would like to find out how much these charges will be, we recommend contacting your local customs office before placing an order.

Do you accept returns?

In the unlikely event that you are unhappy with your purchase, we are happy to exchange or refund items within 14 days of delivery. We regrettably do not accept returns on earrings due to hygiene reasons, nor do we accept any made to order or engraved pieces back.

Do you offer free returns?

Unfortunately, we do not cover the cost of returns. Please email us prior to returning your goods. If you’re located outside the EU, when posting your return, please mark on the outside of the parcel that this is a “return shipment to origin”, to ensure that the parcel is not held in customs.

What is your refund policy?

If the contents of your online order do not meet your expectations, you may return goods within 14 days of receipt for a refund or exchange.
In order to initiate any return or exchange please email hello@lilyflojewellery.com and send it to Lily Flo Jewellery, 68 Southway, Totteridge, London, N20 8DB with a note of your reference number and reasons for the return.
Please note all items will need to be returned in their original condition and with the tag attached. A refund is issued once we receive the unwanted item in its original packing with your details enclosed. During busy periods it can take up to 3 working days after your parcel has arrived with us to confirm a refund. It will then take a further 3-5 working days for the funds to appear in your account.

What is your gift return policy?

Items received as gifts may be exchanged for another item(s) of equal or greater value, excluding engraved, customized, personalized and special orders.


What metals do you use?

We only use solid recycled Sterling Silver, 9ct, 14ct and 18ct gold. We only use solid as we believe in only the best, pure and simple.

What is recycled gold?

Recycled gold, as you may be able to guess, comes from refined or recycled precious metals which are no longer in use. The “recycling” process here means that the gold is melted down and refined until it reaches its most pure form. When compared to regularly mining gold out of the ground, recycling gold reduces negative environmental impacts and can be more cost-effective for everyone involved. At the end of the day, if you’ve got a bunch of gold lying around which someone doesn’t want, why not melt it down and make something that somebody else will really appreciate? We don’t believe in wastefulness here at Lily Flo Jewellery!

Where does recycled gold come from?

All our gold comes from Cookson Gold on Hatton Garden, who are part of the Heimerle + Meule GmbH group, and certified members of the Responsible Jewellery Council. Recycled gold can come from numerous sources, including post-consumer products, waste, unused metal, and other gold-bearing products which people may sell to gold melting companies when they no longer want them. The difference between recycled gold and other forms of recycled jewelry is that the form of the gold changes. In other words, it is melted down and then remolded into the new piece of jewelry which is requested, whether that may be a diamond ring, gold necklace or one of Lily Flo Jewellery’s many unique engagement rings.

You see, normal gold mining means that we have to keep discovering new sources of gold which occur naturally within the earth. However, as time goes on, we are running out of places to get gold from, and sourcing companies are having to cut down precious natural forests and destroy natural habitats all for the sake of finding more gold to refine and sell. There’s a reason that the Californian gold rush stopped – there’s only so much gold to go around!

So is recycled gold more ethical?

Generally speaking, we can describe recycled gold as being more ethical than regular gold. This is because regular gold is often obtained through mining practices which are damaging to the local environment, communities, and sometimes the local population. For example, less-trustworthy gold retailers may source cheap gold from unethical mines which use child labor and unsafe working practices. On the other hand, recycled gold items are made from gold products which already existed, so you can rest assured that no additional harm is being done to the world.

Of course, a brand could always lie about its gold and claim that it’s 100% recycled gold when it isn’t, but we believe in honesty and transparency here at Lily Flo Jewellery. We know that our customers want gold jewelry which is ethically sourced and conflict free, helping to stimulate the economies of developing nations while keeping our precious jewelry clean and ethical from mine to market.

What gemstones do you use?

We use a range of precious and semi-precious stones across our gem-set pieces. All our gemstones are responsibly sourced, and our diamonds are Kimberley process certified. We are starting to explore lab grown diamonds and gemstones and work with expert partners in Israel and New York.

Where do your gemstones come from?

Our gemstones are sourced from the far corners of the earth from suppliers as close to the source as possible. They are generational and reputational and ensure that they are sourced with responsibility and sustainability at the heart.


Does Lily Flo Jewellery come with a warranty?

We design our jewellery to last, so we offer a a lifetime guarantee and free of charge restoration, so your pieces can grow with you.


How should I care for my jewellery?

All jewellery benefits from being handled and worn with care, and being kept clean. When not wearing jewellery, always keep it in a soft pouch or jewellery box and out of direct sunlight. When in transit protect in a box or pouch. Check that fastenings are secure on necklaces and bracelets and that butterflies are tight on earrings, especially when changing clothing.

Wearing jewellery in bed, while swimming, showering or at the gym should be avoided. Take care not to knock your rings or bangles on hard surfaces such as door handles or glass tables, as the metal may dent and gemstones can crack or chip. Apply hair products and toiletries before putting on your jewellery.

How should I care for my gemstones and pearls?

All gemstones can be kept sparkling using washing up liquid, warm water and either a sponge or an old toothbrush. For gemstone rings, use an old toothbrush and warm soapy water to gently clean the gemstone, including behind the stone. Diamonds and sapphires are both very refractive gemstones but really do benefit from being kept clean. A knock onto a hard surface can chip or even shatter a stone – although diamonds and sapphires have a hardness of 10 & 9 on the Moh’s scale they are not infallible. Aquamarine, tourmaline, spinel, tanzanite, zircon and other coloured gemstones such as kunzite, chrysoberyl or morganite should always be worn with the care and be kept clean in the same way as diamonds and sapphires to retain their beauty. Certain stones are porous (e.g. labradorite, pearls, turquoise) and must not be immersed in cleaning products, please check product labels carefully.

Avoid knocking gem set rings on hard surfaces; take off when using potentially damaging equipment. We are always happy to give your Lily Flo jewellery a quick check and clean, we advise your ring is checked at regular intervals. If you notice a loose stone, please return the item to our stores for our in-house Goldsmith to assess. This is especially recommended for high value stone set items.

Clean pearls using a clean duster or a pearl cleaning set available from specialist stores. Chain linked pearls can be immersed in warm water and sponged, but strung pearls should not be immersed at all. Strung pearls such as south sea or fine fresh water pearls should not be immersed or worn in water. Clean with a clean soft cloth or professional pearl cleaner.

Pearls love to be worn as moisture from the skin enhances the lustre. Always apply perfumes and creams before putting on your pearl jewellery.

My jewellery has tarnished, why?

Silver and 9k gold can be tarnished by natural oils in skin, everyday perfumes, creams and sulphur in knitwear, but a good clean with a silver polish cloth or silver dip will remove tarnish. Tarnishing is a natural occurrence in silver and even with the most careful storage and care, may still happen over time.

Over time, a gemstone has chipped or fallen out, what can I do?

Over time, due to general wear and tear, gemstones can get knocked – this could cause them to chip or fall out of their settings (though rare). Hopefully we can replace the stone and a fee would be dependent on your guarantee an case-by-case circumstances.

I've lost an earring, can I contact you for a replacement?

If you have lost one earring from a set, we are sometimes able to sell you just one to replace it – but this depends on stock availability. Please enquire with hello@lilyflojewellery.com
Be sure to check your butterflies are tight by carefully squeezing the scrolls together, and ensure your huggie or click mechanism closes fully, you should hear the satisfying sound of a click once it's secure. Unfortunately, Lily Flo cannot take responsibility for lost earrings.


What is your sustainable policy?

We take steps to ensure we are a responsible jeweller from our head office through to our supply chain. We have worked with the same factories for over 20 years, who work with fairly mined materials & our main factory is operating at 80% carbon emission free, working to make this 100% by the end of 2021. To date most of our silver is recycled, and we have changed our packaging to incorporate recycled materials. We continually develop new strategies to improve our practice year on year. We believe that work towards sustainability is never complete and we continue to look for new ways to improve our operations.


Can I comission a piece of jewellery?

You can commission fine jewellery through our bespoke service. We work with 18k yellow gold, white gold, and platinum to create bespoke fine rings. Due to the individual nature of each enquiry we address commissions on a case by case basis. Click here to find out more and enquire with our team of fine jewellery specialists.

I would like to make an engagement ring, can you help?

Yes, this is one of our favourite things to do. We have helped hundreds of couples tie the knot from engagement rings and wedding rings to eternities and anniversary presents. We have a selection of classic styles or can work on something entirely new. Click here to find out more and enquire with our team of fine jewellery specialists.

Any other questions?