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Lilly Jewellery

Refund and Returns Policy

We want you to love what you buy from Lilly The Pink Jewellery. This policy explains your rights if you change your mind, or if something isn’t right with your item. It applies to anything you buy from us, whether through our website, by phone, by WhatsApp or by email. Nothing in this policy affects your legal rights as a consumer.

This policy is about items you buy from us. If you have sold an item to us, please see our 28 Day Buy Back and Minimum Amount Policy pages instead.

Who we are

Lilly The Pink Jewellery is a trading name of Lilly The Pink LTD, registered in England and Wales (company number 12437734). Registered office: 71-75 Shelton Street, Covent Garden, London WC2H 9JQ (please don’t send items to this address). You can contact us at lilly@lillyjewellery.com or on 07500 010 188 (phone or WhatsApp).

Changed your mind? You have 14 days

If you buy from us without visiting us in person, you can cancel your order for any reason within 14 days of the day you receive your item. This is your right under the Consumer Contracts Regulations 2013.

  • Tell us within the 14 days, by email or WhatsApp, that you want to cancel. Please include your name and what you bought.
  • Send the item back within 14 days of telling us.
  • The item must be unworn and in the condition you received it, with its box, packaging, and any certificate, guarantee or paperwork that came with it (for example a diamond grading certificate).
  • You pay the cost of sending it back. Please use Royal Mail Special Delivery, insured for the full value of the item, as it remains your responsibility until it reaches us.

You can look at your item as you would in a shop. If it comes back worn, damaged, resized or without its certificate, we may reduce your refund to reflect the loss in value.

Items that can’t be returned if you change your mind

The 14 day right to cancel does not apply to items made or changed especially for you. This includes:

  • bespoke jewellery made to your design, including a ring, pendant or earrings made with a diamond you have chosen
  • items resized, engraved or altered at your request
  • pierced earrings sent in sealed packaging, once the seal has been broken (for hygiene reasons)

We will always tell you before you order if an item can’t be returned. Your rights if an item is faulty (below) still apply.

If something is wrong with your item

Under the Consumer Rights Act 2015, everything we sell must be as described, of satisfactory quality and fit for purpose. If it isn’t:

  • Within 30 days of receiving it, you can return it for a full refund.
  • After 30 days, we will repair or replace it. If that isn’t possible, or doesn’t fix the problem, you can have a refund (which may be reduced if you have had use of the item).
  • We pay the return postage for faulty items. Please contact us first and we will explain how to send it.

This does not cover normal wear and tear, accidental damage, or damage from misuse or from work done by someone else.

Repairs and servicing

We carry out all repairs and servicing with reasonable care and skill. If there is a problem with work we have done, please contact us and we will put it right at no extra cost. If that isn’t possible, we will refund the part of the price that relates to the problem.

If your parcel arrives damaged

Please tell us within 48 hours of delivery and send us photos of the parcel and the item. Keep all the packaging, as we may need it for a Royal Mail claim.

How to send an item back

  1. Contact us first by email or WhatsApp so we know it is coming.
  2. Pack the item securely with its box, certificate and paperwork, and include a note with your name and order details.
  3. Send it by Royal Mail Special Delivery to: Lilly The Pink Jewellery, PO Box 3263, Romford RM3 3FX. Keep your proof of postage.

Your refund

We will refund you within 14 days of receiving the item back (or of you showing us proof that you sent it, if that is sooner). If you cancel within the 14 days, we will also refund the standard delivery charge you paid when you ordered. Refunds are made to the same payment method you used, unless we agree otherwise.

Questions

If you have any questions about this policy or a return, please contact us at lilly@lillyjewellery.com or on 07500 010 188. We are members of the National Association of Jewellers.

Last updated: 1 November 2026.