Refund policy

 

1. Returns 

Returns and exchanges are given only for faulty items. If you receive an item that is broken upon arrival or faulty, please let us know within 14 days of your delivery time, as updated by USPS. Contact info@lilaclily.com with your name and order number to begin filing your claim. Unfortunately, we cannot replace, refund, or exchange faulty items after this time period has elapsed, but we do offer certain repair services for an additional fee. Read about repair options here.

To complete your return, we require an order number and full name as proof of purchase. 

We offer free repairs 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 your jewelry. 

- If you've purchased jewelry as a gift, be sure to check for any defects upon arrival if you expect it will be opened after the warranty period has ended. 

- Returns and exchanges are not accepted for customer sizing errors under any circumstances, please be sure you know your correct size before placing an order with us. Read how to find your ring size here!

- Adjustable rings cannot be refunded or exchanged if you did not enter your size in the notes section at checkout. This notice is on every product listing for our adjustable rings, to ensure you are aware of this before placing an order. Thank you for your understanding.

There are certain situations where refunds or exchanges may or may not be granted on a case by case basis (if applicable):
- Jewelry with obvious signs of use, with or without having followed the care instructions provided on our site.
- Any item from our shop not in its original condition, that is damaged or has missing parts. 

14K solid gold items, custom orders, preorders, Loyalty Discount purchases, Last Call items, gift cards, accessories, merchandise marked as final sale, and permanently discounted items are considered Final Sale, and are not eligible for return or exchange under any circumstances. 

If you have questions about the return policy or about how to make a return or exchange, you may contact customer service via email at info@lilaclily.com

Late or missing refunds (if applicable)
If you haven’t received your refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you still have not received your refund after 7 business days, please contact us at info@lilaclily.com. 

Sale items 
"Last Chance" discount items are considered final sale, and cannot be refunded, returned, or exchanged.

Pre-Orders

  • 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 other products that are in stock, please place 2 separate orders.

2. Exchanges
We only replace items within 14 days of delivery if they are defective or damaged upon delivery. If you need to exchange it for the same item, send us an email at info@lilaclily.com. 

Returns and exchanges are not accepted for sizing errors, please be sure you know your correct size before placing an order with us. Read how to find your ring size here!

Adjustable rings cannot be refunded or exchanged if you did not enter your size in the notes section at checkout! This notice is on every product listing for our adjustable rings, to ensure you are aware of this before placing an order. Thank you for your understanding!

14K solid gold items, custom orders, preorders, Loyalty Discount purchases, Last Call items, gift cards, accessories, merchandise marked as final sale, and permanently discounted items are considered Final Sale, and are not eligible for return or exchange under any circumstances. 

 

3. Shipping 
You are responsible for paying for your own shipping costs for returning/exchanging your item. 

Depending on where you live, the time it may take for your exchanged product to reach you may vary. 

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item, and we are not responsible if your package is lost. To mitigate this risk, we highly recommend that you email us a tracking number when you ship your return. 

All shipping charges associated with your original purchase are non-refundable, no exceptions.

International orders 

International orders are subject to additional shipping charges based on taxes, tariffs and duties put into place by that country. Lilac Lily is not associated with these fees. All fees are to be paid for by the customer at the time of delivery.