Frequently Asked Questions
Everything you need to know about our handcrafted jewelry and services.
How long does shipping take for my order?
Standard shipping typically takes 3-5 business days within the UK, while international orders can take 7-14 business days depending on the destination and customs processing.
What is your return policy?
We offer a 14-day return policy for most items in their original, unworn condition. Please note that for hygiene reasons, earrings are non-returnable, and personalized or engraved pieces are final sale.
Are your jewelry pieces made from real gold and silver?
Yes, we use only high-quality materials including 14ct gold, gold vermeil, and 925 sterling silver. All our precious metals are ethically sourced and designed to last.
Can I include a gift message with my purchase?
Absolutely. Every LILY & ROO order arrives in our signature gift packaging. You can add a personalized gift message at checkout, which we will print on a premium card for your recipient.
Do you offer a warranty on your products?
We provide a 12-month warranty on all jewelry items against manufacturing defects. This does not cover general wear and tear, accidental damage, or loss.
What payment methods do you accept?
We accept all major credit and debit cards, including Visa, Mastercard, and American Express, as well as digital payment options like PayPal, Apple Pay, and Klarna for flexible financing.