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Red Velvet Collection (Part 1) coming TONIGHT @ 7pm mstFree US shipping on orders $100+

Help + FAQ

Frequently Asked Questions

Lilac Lily is open 24/7 to place an online order. For customer service inquiries, requests, or custom orders, we are in the office during the following business hours:

Monday - Friday, from 9am - 5pm (mst) 

If you message us outside of these hours of operation, we will respond to you as soon as we return to the office. Please expect a longer response time if emailing over the weekend or holiday(s).

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. 

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, we are not responsible for any delays with customs due to COVID-19. You are responsible for all customs and import fees that may apply.

Click here to learn more about preorders

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 to get started.

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

If you realize any errors on your final orders, please email 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 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 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.

We carefully prepare all parcels for safe transportation, even in rough conditions. 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 immediately to file a claim. 

We offer free repairs/replacements for up to two weeks after your order is marked as delivered by USPS. This option is only valid for items that are defective or severely 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!

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. 

Click here to read our jewelry care instructions.

Any inquiries about returns, exchanges, or other general information, please email us at

We respectfully ask that you honor our time and do not email us with questions that are already answered in our FAQ. Thank you!