DELIVERY / RETURNS
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.
Lily Flo is pleased to offer UK, Europe and Worldwide Shipping.
UK Delivery is by next day Royal Mail Special Delivery. Your parcel will require a signature on receipt.
International shipping is by DHL, delivery times vary and we are happy to provide details on request.
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.
RETURN / REFUND POLICY
When ordering, we do our best to help you order in the correct size. However to allow for surprise gifts and slight adjustments we offer a complementary re-size with all sales. Subsequent re-sizes may incur a small fee.
Returns are only offered for stock items, which are returned with 14 days of purchase. Customers may either exchange for another piece of jewellery or ask for a credit note. All products being returned must be carefully repacked in their original packaging and be in an unworn and saleable condition.
We are not able to offer refunds for bespoke commissions. The customer retains the right to cancel a bespoke commission at any point but material and production costs incurred will be payable.
Refunds are only offered for items that are faulty. If you receive an item that you believe is faulty please email us within 7 days of receipt quoting your name, address and details of the fault. We will then advise you on how to proceed.