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Refund Policy

Returns

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn and unused, and in its original packaging. You will also need the receipt or proof of purchase. 

To start a return, you can contact me at alex@lilygracejewellery.com. If your return is accepted, we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return questions at alex@lilygracejewellery.com.

I am here to help and want you to be happy.

                                                                          

Damages and issues

Please inspect your order upon receiving and contact me immediately if the item is defective or damaged, so that I can evaluate the issue and make it right.

If you receive the item and it has been damaged in transit, contact alex@lilygracejewellery.com within 48 hours of receiving the delivery.

 

Exceptions / non-returnable items 

Custom orders and personalised items cannot be returned. Please get in touch if you have questions or concerns about your specific item. 

I do not exchange or refund due to a change of mind or incorrect purchase on custom makes or personalised items.

In-stock jewelry is eligible for exchange for Lily Grace Jewellery credit only within 14 days of receipt; NO CASH RETURNS. Shipping charges will NOT be refunded.

Special orders, customized jewelry, sale or discounted items, and jewelry altered in any way (including resizing) are not returnable or exchangeable.

Additional Return and Exchange Terms

  • Returns must be in perfect original condition*.

  • Made-to-order and customized items are not returnable, this includes all sized and special ordered rings. Please double check your ring size before ordering. Most rings can be resized for a small fee.

  • All returns require pre-authorization via email. Returns will not be accepted without an authorization number. Please contact us for a return authorization number and instructions.

  • Returns must be accompanied by return authorization number.

  • If items are not returned in person, they must be shipped in strong, secure packaging and fully insured. Shipping costs are the responsibility of the consumer.

  • Lily Grace Jewellery cannot be held liable for loss or damage while an item is in transit back to me, and I will not assume responsibility for the item without proof of delivery and return authorization number.

*If jewellery is damaged upon receipt, please contact me within 14 days of receiving your order.​

Exchanges 

If you change your mind on shop items, we will happily offer a credit note (minus the shipping charge) within 7 days of receiving your items. Your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You will also need the receipt or proof of purchase.

Credit notes are valid for a 12 month period.

To exchange an item contact us at alex@lilygracejewellery.com. If your exchange is accepted, we will send you instructions on how and where to send your package. Items sent back to us without first requesting an exchange will not be accepted. 

NOTE: All shipping charges associated with the credit or return are the responsibility of the customer. The items must be sent via a prepaid and trackable method to ensure safe and documented delivery. The original shipping charges are not refundable and, if you are exchanging for an alternative item, a shipping charge will be applied. Lily Grace Jewellery accepts no responsibility on the return shipping of the item being exchanged.

 

Resizing

We advise you to visit your local jeweller to have your fingers professionally sized. Due to the nature of gift giving and engagements we offer 1 complimentary resize on all pieces over $2000. Rings can be resized up or down to a maximum of 2 size values.  Your item must be in the same condition that you received it, unworn or unused, and in its original packaging. All items are examined and recorded prior to dispatch as a part of the Lily Grace Jewellery quality control process and will be assessed by the same methods once returned. You will also need the receipt or proof of purchase.

Any returns for resizing after 1 month will be charged accordingly and within reason.

I am here to help. Please feel free to contact us alex@lilygracejewellery.com if you have any questions or misunderstandings regarding ring sizes. We want your special gift to be perfect and will work with you to ensure this happens. I am flexible when it comes to engagements and surprises if an adequate timeframe has been allocated.

 

Refunds 

Goods sold are non-refundable.

No returns or refunds will be given on any broken or damaged items unless damaged in transit on original purchase or if deemed to be a manufacturing fault upon assessment.

All items are examined and recorded prior to dispatch as a part of the Lily Grace Jewellery quality control process.

I will notify you once I have received and inspected your return, and let you know if the refund was approved or not. If approved, you will be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

I do not refund due to a change of mind or incorrect purchase.

 

NOTE: All shipping charges associated with the credit or return are the responsibility of the customer. The items must be sent via a prepaid and trackable method to ensure safe and documented delivery. The original shipping charges are not refundable and, if you are exchanging for an alternative item, a shipping charge will be applied. Lily Grace Jewellery accepts no responsibility on the return shipping of the item being exchanged.

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