FAQ
Shipping & Delivery
Unfortunately due to new international tax laws, we no longer offer shipping to the UK, or any EU countries at this time. We hope to open this option back up in the future, and are truly sorry for the inconvenience.
For other countries not part of the UK or EU, we do offer international shipping! Please note, you are responsible for all customs and import fees that may apply in your country.
If your package is returned to us for any reason, we are happy to resend it. You are responsible for paying for the new shipping label.
In most cases, US shipping takes 3-5 business days to process, and 3-5 business days for USPS to deliver it to you.
Foreign shipping varies and is based on the country/customs. Please visit our shipping info page for more information.
In the case of preorders, processing times can vary greatly, and will be listed clearly in the description of the item you are preordering.
Due to global supply chain challenges, shipping times could be slightly longer than usual.
All US shipping costs $5, and is free for all orders over $100
For international orders, shipping rates vary depending on your region and are calculated at checkout.
Here are the full details of our Shipping Policy.
Yes, we offer free shipping for US orders over $100!
Orders
At this time, we accept custom orders for solid gold and platinum jewelry only.
Turnaround time is 4-8 weeks, and depends on the complexity of the design.
Please email info@lilaclily.com to get started.
Click here to learn more about preorders
Order confirmation and shipping confirmation emails are always sent to the email address you entered at checkout, along with a tracking number when your order is shipped. They can sometimes end up in your spam folder, so please be sure to double check there if you have not yet!
If you forgot to enter your email at checkout, and would like to add it to your order, email us at info@lilaclily.com
If you realize any errors on your final orders, please email info@lilaclily.com ASAP. If the order hasn't been shipped, we will do our best to make the switch. However, we cannot guarantee that your order will be corrected in time.
If you realize any errors on your final orders, please email info@lilaclily.com ASAP. If the order hasn't been shipped, we will do our best to make the switch. However, we cannot guarantee that your order will be corrected in time.
Any inquiries about returns, exchanges, or other general information, please email us at info@lilaclily.com.
Returns, Repairs, & Refunds
Read our returns and exchange policy
We offer free repairs/replacements for up to two weeks after your order is marked as delivered by USPS. This option is valid for both items that arrive defective, or are damaged/broken by the customer. Read more about repair options here.
After this time has elapsed, we are not responsible for the condition your piece is kept in. Please carefully read our jewelry care instructions, for tips on taking care of your jewelry.
We cannot repair, refund, or exchange any adjustable rings that did not have a size entered in the notes section at checkout. We state this in every adjustable ring product description. Thank you for understanding!
All jewelry items are packaged with meticulous attention to detail, and are thoroughly inspected before shipment. In the unfortunate case that an item is damaged while shipping, we are happy help you resolve the matter. If anything is damaged upon arrival, please email info@lilaclily.com immediately to file a claim.
Jewelry Questions
Click here to read our jewelry care instructions.
Please click here to learn more about finding your ring size!
You can also purchase a ring sizing tool directly from our shop!
Please note, we are not responsible for determining your ring size, and do not accept returns or exchanges if the wrong size is purchased.
Lilac Lily conducts all aspects of business with the highest measure of ethical sourcing at the top of our priority list.
Our firm commitment to human rights and environmental ethics extends to each and every level of the jewelry supply chain. This includes gem suppliers and other external sources with which we choose conduct business with.
All suppliers are asked to provide verifiable proof of fair, safe, and sanitary working conditions for all staff before any orders/business exchanges are made.
Payments & Safety
All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express, and Discover.