Unfortunately our customer service is text based only. 

Get in touch with us in the following ways: 

Email: [email protected]

Live Chat: Click the speech bubble at the bottom of the screen to start 

Instagram: @lilyandrooldn

At LILY & ROO, we strive to provide you with the highest quality products and services. We understand that there may be instances when you wish to return an item, and we want to make this process as smooth as possible. For more information please read our returns policy.

Returns Eligibility

You may return an item purchased from LILY & ROO under the following conditions:

• The item received does not match the product description on our website.
• The item received is unwanted or doesn’t suit
• You received the wrong item - please contact our team for assistance.

Returns must be initiated within 14 days of receiving your order. Please note we do not offer free return postage on unwanted items and you are responsible for the return shipping costs and any duties and taxes owed. We recommend using a trackable shipping method to ensure the item is received by us.

All returned products must be in their original condition and with no signs of wear or damage.

You will be eligible for a refund of the item's purchase price, excluding shipping costs.

All refunds are processed back to the original payment method. 

Please note that returns must be initiated within 14 days of receiving your order. Once your return is approved, please allow 5 business days for us to process your refund

Return Process UK

USE OUR RETURNS PORTAL and follow the instructions.

Returning a Gift?

Please get in touch with our team with the following information: 

• Full Name (Giftee’s name)
• Order Number
• Reason for the return
• Clear photos of any faults, if applicable

Non-Returnable Items

Please note that certain items are non-returnable, including:

• Personalised or custom-made products
• Items that have been used or are not in their original condition
• Items that have been damaged or altered in any way

Personalised items will show as not returnable on the Returns Portal

At LILY & ROO, we strive to provide you with the highest quality products and services. We understand that there may be instances when you wish to return an item, and we want to make this process as smooth as possible. For more information please read our returns policy.

Returns Eligibility

You may return an item purchased from LILY & ROO under the following conditions:

• The item received does not match the product description on our website.
• The item received is unwanted or doesn’t suit
• You received the wrong item - please contact our team for assistance.

Returns must be initiated within 14 days of receiving your order. Please note we do not offer free return postage on unwanted items and you are responsible for the return shipping costs and any duties and taxes owed. We recommend using a trackable shipping method to ensure the item is received by us.

All returned products must be in their original condition and with no signs of wear or damage.

You will be eligible for a refund of the item's purchase price, excluding shipping costs.

All refunds are processed back to the original payment method. 

Return Process International

For international customers, please contact [email protected] within 14 days of receiving your order and provide the following information:

• Full Name (If your item was a gift, please provide the giftee’s name)
• Order Number
• Reason for the return
• Clear photos of any faults if applicable

Our customer support team will assess your request and provide you with instructions on how to proceed with the return.

Full Refund: Once your order is received and marked as refunded by our team, any remaining payments will be cancelled and the already paid amount will be refunded to the original payment method.

Partial Refund: Once your order is received and marked as refunded by our team, if the partial refund is less than the remaining balance of your order, the amount will be deducted from the outstanding balance and spread evenly across the remaining payments. 

This information is provided by Klarna’s FAQs. If you have any questions about your Klarna account, please contact Klarna’s customer service team. 

We can often exchange pieces for longer/shorter lengths, different materials or different pieces altogether. If you wish to exchange your piece, kindly email [email protected] along with the following information:

• Full Name (If your item was a gift, please provide the giftee’s name)
• Order Number
• Product you wish to exchange for, including material and length (e.g., solid gold, 18-inch)
• Your preferred return delivery address

If you require your exchange urgently for a time-sensitive occasion, we recommend returning your item and placing a new order for the new size/item in the meantime.

Once your order has been processed and dispatched, you will receive an email to confirm this along with tracking information. 

Important Notice: Our office hours are Monday-Friday, 9-5pm GMT. Any orders placed between Friday 2pm through to Sunday will be processed the following working day. 

We try our very best to ensure that your order is processed quickly and efficiently. However, on the rare occasion that you’ve received the wrong item, please get in touch with our customer service team via our live chat or email [email protected].

Please include the following information to help us assist you: 

• Your order number 
• Items originally ordered 
• Photo of invoice and items received

Our team will quickly rectify this and arrange for a replacement order to be sent and a freepost label for the incorrect items to be returned. If the jewellery is no longer needed, let us know and we can arrange for a refund to be processed instead.

Once your order has been placed, our team gets to work making, packing and shipping your order so please ensure all details are correct before order completion. 

If you have placed your order and have noticed something is wrong, please get in touch with us as soon as possible. If your order hasn’t been dispatched yet, we are sometimes able to amend personal details, such as your shipping address. 

Important Notice: We will do our very best to facilitate any change requests but we cannot make any guarantees. Especially during our seasonal and sale periods. We are not liable for any orders sent to the wrong addresses due to customer input and withhold the right to refund orders because of this. 

Your LILY & ROO packaging is 100% eco-friendly and FSC certified, from the jewellery box to the delivery bag. Your jewellery will arrive in a luxury Lily & Roo jewellery box with a branded polishing cloth. The outer delivery bag is plain and without branding to ensure any gifts or surprises aren't spoiled!

Gift notes and gift wrap are available at checkout. 

If you have placed your order and have a change of mind, please get in touch with us as soon as possible. If your order hasn’t been dispatched yet, we will be able to cancel your order for you. 

Important Notice: We will do our very best to facilitate any cancellation requests but we cannot make any guarantees. Especially during our seasonal and sale periods. If your order is sent out before a cancellation can be made, you will need to follow our returns policy for a refund. 

We have upgraded our gift wrapping to gift boxes, which enable you to check the item without destroying the wrapping. This way, you can ensure the gift is perfect while maintaining its presentable appearance.

Important Notice: Our Opening hours are Monday to Friday 9am - 5pm. 

Any orders placed after 2pm on Friday and through to Sunday will be processed the following working days. Orders for Next Working Day and Saturday Delivery placed during this time will be dispatched the next working day. This excludes deliveries on Sundays and Bank Holidays. *Courier subject to change based on availability.

Please see our shipping policy for more details. 

MAINLAND UK

Standard Delivery: FREE

Estimated delivery between 2-4 working days from order creation. 

Royal Mail Tracked 48*

Next Working Day: £6.95

Delivered the next working day on all orders placed before 2pm. 

DPD*

Saturday Delivery: £15.00

Delivered the next Saturday on all orders placed before Friday 2pm.  

DPD*

NORTHERN IRELAND UK

Northern Ireland Standard Delivery: FREE 

Estimated delivery between 2-3 working days from order creation. 

Royal Mail Tracked 48*

Northern Ireland Next Working Day: £6.95

Delivered the next working day on all orders placed before 2pm. 

Royal Mail Tracked 24*

Important Notice: Our Opening hours are Monday to Friday 9am - 5pm GMT. 

Our office is closed over the weekend. Any orders placed after 2pm GMT on Friday and through to Sunday will be processed the following working days. Orders for Express Delivery placed during this time will be dispatched the next working day. This excludes deliveries on Sundays and Bank Holidays. Customers are responsible for any additional fees or taxes that may occur. 

*Courier subject to change based on availability and local courier services.

 **Shipping costs may vary based on location.

Please see our shipping policy for more details. 

USA

Important Notice: Customs, Taxes and Duties apply to orders $800 and over.  Local taxes may also be applicable at checkout. 

Express Delivery: FREE (Orders Over $120)

Estimated delivery between 2-4 working days from order creation. 

UPS*

Express Delivery: $20** (Orders under $120) 

Estimated delivery between 2-4 working days from order creation. 

UPS*

Standard Delivery: $10**

Estimated delivery between 8-12 days from order creation. Duties and Taxes are liable

USPS*

Important Notice: Our Opening hours are Monday to Friday 9am - 5pm GMT. 

Our office is closed over the weekend. Any orders placed after 2pm GMT on Friday and through to Sunday will be processed the following working days. Orders for Express Delivery placed during this time will be dispatched the next working day. This excludes deliveries on Sundays and Bank Holidays. Customers are responsible for any additional fees or taxes that may occur. 

*Courier subject to change based on availability and local courier services.

Shipping costs may vary based on location.

Please see our shipping policy for more details. 

EUROPE

Express Delivery (Orders under €150): €15 Estimate

Estimated delivery between 1-4 working days from order creation. 

UPS*

Express Delivery (Orders over €150): €15 Estimate

Estimated delivery between  1-4 working days from order creation.

UPS*

Customs and Duties apply to all orders €150 and over

Standard Delivery: €8 Estimate

Estimated delivery between 6-8 working days from order creation. 

Customs and Duties apply to all orders €150 and over - Local Courier*

Important Notice: Our Opening hours are Monday to Friday 9am - 5pm GMT. 

Our office is closed over the weekend. Any orders placed after 2pm GMT on Friday and through to Sunday will be processed the following working days. Orders for Express Delivery placed during this time will be dispatched the next working day. This excludes deliveries on Sundays and Bank Holidays. Customers are responsible for any additional fees or taxes that may occur. 

*Courier subject to change based on availability and local courier services.

Shipping costs may vary based on location.

Please see our shipping policy for more details. 

INTERNATIONAL

Express Delivery: Price Calculated at Checkout

Estimated delivery between 2-5 working days from order creation. 

Duties and Taxes are liable

Standard Delivery: Price Calculated at Checkout

Estimated delivery between 10-12 working days from order creation.

Duties and Taxes are liable

Unfortunately we are unable to ship to the following countries: Pakistan, Algeria, Comoros, Djibouti, Egypt, Libya, Mauritania, Morocco, Somalia, South Sudan, Sudan, Tunisia, Bahrain, Iraq, Jordan, Kuwait, Lebanon, Oman, Qatar, Saudi Arabia, United Arab Emirates, Yemen, Russia

Customers are responsible for any additional fees, taxes, customs and duties charges that may occur. Customs are controlled and charged at the discretion of your local customs office, we are unable to advise on the costs or compensate for these charges.  

If you place an order and choose not to pay any additional fees, your order will be returned to us. Please let our customer service team know so that we can be on the look out for your return and process your refund without delay. 

We have plenty of express delivery options available for both UK and International orders! 

See our shipping policy for more details on all our shipping options.

Important Notice: Our Opening hours are Monday to Friday 9am - 5pm GMT. 

Any orders placed after 2pm on Friday and through to Sunday will be processed the following working days. Orders for Next Working Day and Saturday Delivery placed during this time will be dispatched the next working day. This excludes deliveries on Sundays and Bank Holidays.

UK: Next Day Delivery (£6.95) or Saturday Delivery (£15)

Northern Ireland: Next Working Day (£6.95)

Europe: Express Delivery (€15 Estimate) 

US: Express Delivery (FREE for orders over $120, $20 for orders under $120)

International: Express Delivery (Price Varies on Country) 

Get in touch with our customer service team via chat or email [email protected]. Our team will then be able to advise if we can upgrade your package and process an invoice for delivery fees. 

Important Notice: We will do our very best to facilitate any urgent requests but we cannot make any guarantees, especially during our seasonal and sale periods. To avoid disappointment we'd recommend ordering in advance for important events such as weddings and birthdays. 

Our boxes are designed to fit through most standard letterboxes. However, if you have selected our Next Day or Saturday Delivery services, you may be required to sign for your parcel.

In most cases, the parcel has been delivered and received by another person at the address given. Please check with your reception, concierge, office and neighbours before contacting our customer service team. 

Yes! To purchase a gift voucher for use on lilyandroo.com, visit our Digital Gift Card page. 

Digital Gift cards are available to buy between the value of £10 and £300 and purchasing this digital gift card creates a unique code. To redeem a Gift Card Code, enter your code into the ‘Gift or Discount Code’ box on your Checkout page and click ‘Apply’. Your gift card never expires, giving you the freedom to choose your favourite new piece at your leisure. 

Important Notice: Our gift cards will be emailed to you and are not a physical product. Gift wrap, gift notes and any other bespoke requests for this item are not eligible and will be refunded.

To redeem a promotion code, enter your code into the box provided at checkout and click apply. The box will appear on the right hand side on the "information" section of the checkout. This is before continuing to shipping. 

Important Notice: Discount codes cannot be used in conjunction with any other discounts or promotions. 

In most cases, a declined payment is due to insufficient funds, an expired card or security limitations set by your credit card issuer.

We recommend contacting your credit card issuer or bank for further assistance. If you continue to experience issues, please get in touch with our customer service team via live chat or email [email protected] 

Yes! We offer a discount through the Blue Light Card discount service. Log in to your Blue Light account to gain access to your exclusive discount code.

We accept VISA, Mastercard, PayPal, Amex, Applepay, Googlepay, Maestro, ShopPay, ClearPay and Klarna.

We do occasionally offer discounts and promotions, these are communicated to customers via our newsletters and social media channels. Follow us on Facebook or Instagram. 

We also have LILY & ROO loyalty club. This is a reward system linked to your LILY & ROO account. Earn points with every purchase and through special actions. Spend your points on rewards such as, gift products, money off vouchers, and more! 

Taking care of your jewellery is key to maintaining its shine and beauty. Follow these simple tips to keep your LILY & ROO pieces looking their best:

Everyday Care
Use a soft, lint-free cloth to gently wipe away body oils, perfumes, and lotions after wearing your jewellery. This helps protect the finish and keeps it looking flawless.

The 5 S's to Avoid
To prevent damage, keep your jewellery away from:

Sleep – Remove before bed.
Shower – Avoid water and soap.
Swim – Chlorine and salt water can harm your pieces.
Sprays – Perfumes and hairsprays can tarnish metals.
Sweat – Take off jewellery during exercise.

Storage Tips
Always fasten necklaces securely.
Store each piece separately in a cool, dry, and dark place to avoid tarnishing from sunlight or pollution.
Use an airtight container to minimise exposure to moisture, which can speed up tarnishing.

Tarnish Prevention & Cleaning
Even solid gold jewellery can tarnish over time due to the alloys mixed with gold. To reduce tarnish, ensure your jewellery is completely dry before storing. If tarnish occurs, a quick polish with a jewellery cloth or a dip in a cleaning solution can easily restore its shine.

With a little care, your jewellery will stay as stunning as the day you got it!

Sometimes you’ll see a piece that you fall in love with but it isn’t quite right. It’s a little too long or has one too many pearls. Let us know what you’re looking for with as much detail as possible or an image of the desired product. 

Providing we hold the required materials and components, we may be able to create a one-off bespoke order for you. 

Get in touch with our customer service team via live chat or email [email protected] who will be more than happy to advise and help you find your perfect jewellery. 

We offer a bespoke engraving service on a selection of bangles, pendants and rings, to add that unique element of individuality to a piece, whether it's for yourself or someone special.

Shop our engravable range for more inspiration. 

To add engraving to your online order, please select the type of engraving you wish from the relevant pieces’ product page and follow the simple step-by-step instructions, including selecting your chosen font.

Each product has a character length and will display this above the engraving text box. 

We are able to engrave the English alphabet, including accented characters. However, we cannot accommodate text in other alphabets or emojis, except for the heart emoji. If you would like a heart emoji on your engraving, please write <3 in the text box. 

Important Notice: Engraved orders are non-exchangeable and non-refundable. If a product page does not offer engraving as an option, unfortunately, we’re unable to fulfil engraving requests on these items. 

LILY & ROO’s jewellery is nickel-free and suitable for those who are allergic. For more information on our materials, please see our Precious Metals & Materials page. 

We understand that losing an earring can be frustrating, and we are here to help!

We offer the option to purchase a single replacement earring, so you don't have to buy a whole new set. Get in touch with our customer service team via live chat or email [email protected] with the following information: 

• Preferred Delivery Address
• Original Order Number (if available)  
• Replacement Earring Needed (screenshot/image if possible) 

Once we have this information, we'll send over an invoice for the purchase. It is our aim to assist you swiftly so that you can enjoy your earrings once again as soon as possible.

We are dedicated to the quality and craftsmanship of our jewellery and will support you after your purchase. All our jewellery comes with a 1 year warranty to cover any damage or tarnishing. 

If your item appears to be faulty, please contact our team via live chat or email [email protected].

Please provide the following information to help us provide a speedy resolution: 

• Full Name (If your item was a gift, please provide the giftee’s name)
• Order Number
• Photos of the faulty item

If your item is outside our 1 year warranty, we can offer our repair service. Please send the same information as listed above and our team will be able to advise and quote a repair fee.

If your item appears to be faulty, please contact our team via live chat or email [email protected].

Please provide the following information to help us provide a speedy resolution: 

• Full Name (If your item was a gift, please provide the giftee’s name)
• Order Number
• Photos of the faulty item

If you are returning an item due to it being faulty, damaged, or not as described, LILY & ROO will cover the return shipping costs. Our customer service team will provide you with a shipping label. Once we have received your item back, we will offer you the option of a replacement or a full refund. 

If your item is outside our 1 year warranty, we can offer our repair service. Please send the same information as listed above and our team will be able to advise and quote a repair fee.

Important Notice: It can take up to 10 working days for a repair to be processed. If your item is needed for a time-sensitive event, please let us know and we will do our best to expedite your request.