Help + FAQ

Help + FAQ 

What are your business hours?

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).

How can I contact you?

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

What is your exchange or return policy?

Returns and exchange policy could be found here

Are sale items refundable?

All sale items are final sale. They cannot be cancelled, returned or exchanged.


  • If an item is available to pre-order, it will always be stated in the product title and description, along with an estimated shipping date.
  • When purchasing a pre-order, your payment will be charged and processed, but the order will not be fulfilled until the item is in stock.
  • Pre-orders cannot be cancelled! Please be sure you want the item you are ordering before payment.
  • If a pre-ordered item is included in an order, along with in stock items, your entire order will not be shipped out until the pre-ordered item is available.
  • If you would like your pre-ordered item to be shipped separately from our products that are in stock, please place 2 separate orders.

I never got an order confirmation email and/or shipping confirmation email. What should I do? 

Order confirmation and shipping confirmation emails are always sent to the email address you used at checkout with a tracking number. They can sometimes end up in your spam folder, so please check there if you have not yet.

What if my package was returned to sender?

If your package is returned to us for any reason, we will happily resend it if you are willing to pay for the new shipping label.

What if I chose the wrong size or color at checkout? 

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.

What if I put in the wrong address?

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.

Do you ship internationally? 

Yes! We ship internationally. However, 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.


What if the item I received is damaged or faulty?

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. 

Do you offer repairs?

We offer free repairs/replacements for up to two weeks after your order is marked as delivered by USPS. 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 fine 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!

Are your products ethically produced?

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 resources 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 are made. If they cannot provide this, no exchanges are made between companies.

How can I find my ring size?

This page may help you determine your ring size before placing an order. 

Please note, we are not responsible for determining your ring size, and do not accept returns or exchanges if the wrong size is purchased. 

How do I care for my jewelry?

With the proper care, your Lilac Lily Jewelry can be passed down from generation to generation. Read more about jewelry care here.