Refund policy

Returns & Exchange Information

Our studio is exceptionally busy at present. Please allow 3 to 5 working days for our returns team to process returns. You will receive an automated email from the website when you have been refunded.

For information about deliveries, see here 

How To Organise Your Return

Everybody at Lily Blanche works hard to ensure you are delighted with your purchase. However, if you are unhappy with it for any reason, please let us know as soon as possible, and we will do our best to ensure your complete satisfaction. 

This means that you can simply exchange or return non-engraved, non-sale jewellery within 30 days of placing your order for any reason, as long as it is in the same condition as it was when you received it and meets the criteria below.

Please email us at [email protected] to tell us about your return and the reason for it before you dispatch it. Please include your order number and the name of the purchaser in this email.

We will exchange or issue a refund as soon as we have received and inspected the returned jewellery. We will refund you via the method you used, and we will let you know you have been refunded. If we are refunding your credit card, please be aware that it can take a few days for the refund to show up in your account, depending on your merchant services provider or credit card issuer. If you have not received your refund within 72 hours of being notified by us, please contact your payment provider. 

To access our returns service, we request that all goods are returned within 30 days of ordering, have not been worn, are not engraved, are not in the final sale and have not been made bespoke. We cannot refund earrings or pierced jewellery for reasons of hygiene. We cannot refund orders that have been modified in any way.

Lily Blanche will not accept returns for any items that have been worn unless the product is faulty. 

Please check your purchase thoroughly upon receipt and before disposing of the original packaging. Please be aware that international customs duties and sales taxes are not refunded for shipments outside the UK.

Bespoke items, engraved items and special orders cannot be exchanged or returned.  This does not affect your statutory rights.

Our return address is: Lily Blanche Returns, CodeBase, 8 - 10 Corn Exchange Road, Stirling, FK8 2HX. We aim to process all refunds within 72 hours of receipt, and you will be messaged when the refund is made. Returns are the responsibility of the customer. We are unable to refund the cost of shipping.

Please check your junk mail if you do not receive notification within 72 hours of the return arriving back in our studio. Please note the refund leaves our account as soon as it is processed and you are notified, but it can take up to 72 hours to reach your account, depending on your bank or payment provider. If you have not received your refund within 72 hours of being notified by Lily Blanche of your refund, please contact your bank, credit card company or payment provider.

Please note that any return which does not have the correct postage applied or where there is a chargeback from the courier will not be accepted by the studio. We will not accept returns which are older than 30 days.

Our current offers are a free jewellery care kit with all orders, complimentary gift wrap, free shipping on UK orders over £125 and free photos with all lockets. We currently do not offer free returns. 

The jewellery is the responsibility of the customer until it arrives back in our studio. We strongly advise using a tracked service and holding onto proof of postage when making returns. 

Please note our jewellery is examined by two of our quality control team and photographed for our records before being dispatched. Jewellery which is returned scratched, broken or different from our photographic records will not be accepted for refund or may incur a charge which will be deducted from the refund.

What Can Be Refunded

Lockets with photos (unworn)

Any jewellery which has not been engraved or made bespoke (unworn)

Jewellery which was ordered less than 30 days ago.

Jewellery which is not in our final sale section (20% + off).

What Cannot Be Refunded

Engraved Lockets, bracelets and necklaces.

Earrings or pierced jewellery items.

Any engraved item.

Bespoke orders.

Any jewellery which has been modified after it leaves the studio.

Photo service.

Shipping charges.

Any local taxes or customs duties.

Any fines incurred for refusal to accept a delivery.

Jewellery which was ordered more than 30 days ago.

Jewellery which is in our final sale section.

UK Returns

All items must arrive in their original condition. Earrings, engraved or bespoke orders, cannot be returned or exchanged unless faulty. Photo lockets can be returned, but our photo service is non-refundable, as is our engraving service. We do not refund shipping costs. Sale pieces cannot be returned.

Please place items in the original packaging and ensure the outer box is completely sealed. We advise customers to return jewellery using a tracked method and to keep proof of postage. It is also advisable to take a photograph of the package with delivery information and postage visible before it is dispatched. We are unable to refund the cost of returns and returns are the responsibility of the customer until they arrive in the studio and we have taken receipt of them.  While we can accept returns of lockets filled with pictures, we cannot refund the stand-alone "fill my locket" option.

Overseas Delivery & Returns

In most instances, we will use DPD, DHL or Royal Mail to dispatch our jewellery overseas. DHL, DPD and Royal Mail will make two attempts to deliver your order, and you will receive tracking notifications. It is the responsibility of the customer to ensure they are able to receive a parcel or to rearrange delivery for a time that suits them. If parcels are returned by DHL or Royal Mail to Lily Blanche because of a customer refusal, there may be a charge for redelivery. This will be deducted from any refund. 

We advise customers to return jewellery using a tracked method and to keep proof of postage. It is also advisable to take a photograph of the package with delivery information and postage visible before it is dispatched. We are unable to refund the cost of returns, and returns are the responsibility of the customer until they arrive in the studio and we have taken receipt of them. 

If you would like to return an item from overseas, please email [email protected], quoting your order number, within 14 days of receipt of your item(s) and notify us of the return. 

All returns for any order need to be returned in one shipment.

All items must arrive intact, unworn and in their original condition. Please put the item in the original packaging and seal it securely.

You will be responsible for arranging to have the item(s) returned to us, and for any costs incurred. Please ensure that you write clearly on the paperwork that the item is being returned with zero customs value and send it to: Wow (Scotland) Ltd, LILY BLANCHE, CodeBase, 8 - 10 Corn Exchange Road, Stirling, FK8 2HX.

Please note any return which does not have the correct postage applied or where there is a chargeback from the courier will not be accepted by the studio.

Once we have received the item(s) we will refund the amount due to your credit card or PayPal account. Shipping charges for overseas returns are non-refundable. Engraved or bespoke orders cannot be returned or exchanged unless faulty. Our photo service is non-refundable. Shipping charges are non-refundable. Any costs incurred for the return of items which do not follow these guidelines will be deducted. Please contact your local tax office for the refund of any customs or local taxes. 

Part Exchanges

Part returns are acceptable, subject to the conditions stated above. We are unable to refund the cost of returns and returns are the responsibility of the customer until they arrive in the studio and we have taken receipt of them. If the part exchange takes the original order below the threshold for free shipping, standard shipping will be deducted from the refund.

Returning faulty goods

At Lily Blanche, we take great pride in the quality and craftsmanship of our jewellery. Every piece is carefully inspected before it is sent to you.

We offer a six-month craftsmanship warranty on all jewellery purchased from lilyblanche.com. If your jewellery develops a fault due to a manufacturing defect within this period, we will repair or replace the item free of charge. This warranty applies to faults in workmanship or materials only.

Fine jewellery, particularly delicate chains, should be worn with care. We recommend removing necklaces before sleeping, exercising, swimming, or taking part in activities where the chain may catch or be pulled. Our warranty does not cover damage caused by normal wear and tear, accidental damage, or improper handling. This includes items that have been pulled, snagged, stretched, or subjected to excessive force, which can cause chains, clasps, or fittings to break.

If your jewellery is damaged outside the terms of our warranty, we will do our best to repair it where possible and will provide a quotation for the work before proceeding. Items that have previously been repaired may not be eligible for further complimentary repair.

If your jewellery requires repair, please contact our customer care team with details and photographs where possible, and we will be happy to advise on the next steps.

Whether a repair, replacement, or refund is offered is at the discretion of our manufacturing team.

Please note that repairs carried out by third parties without contacting us first can affect the warranty and may limit our ability to take responsibility for the item. Repairs under warranty are offered at our discretion and may be free of charge if a manufacturing fault is confirmed. Out-of-warranty or wear-and-tear repairs may be possible, but a charge will apply.

If you are sending an item for an agreed repair, please do so within 14 days of our confirmation so we can manage workshop slots. Repairs are not accepted between 1 October and 15 January due to our Christmas schedule. We recommend using tracked postage and retaining proof of postage when returning items.

Receiving a Refund

Refunds will be made as soon as possible after we receive the returned goods. The cost of any undamaged and unworn products correctly returned will be credited to the original purchaser’s credit card or PayPal account. Where an exchange is requested, and there is an excess, a credit note will be issued. We will email you to let you know that this has been done. 

These are made automatically via the website by our third-party merchant service provider directly to the card or payment method used to purchase the order. We cannot issue refunds by any other method. This is for money laundering and security reasons. Please note our returns team do not handle card details or payments, which are all done by remote third-party transfer. 

In the event of your refund attracting a cashback charge, because your card is no longer available, this will be deducted from any monies returned.

Your statutory rights are unaffected.