At Lily & Roo Jewels, we craft each piece with meticulous care, just as we carefully handle every return and exchange request. If your jewelry doesn’t sparkle as brightly as your expectations, our policy ensures a seamless resolution process.

Our Commitment to You

Like the precision we apply to setting gemstones, we’ve designed this policy to be:

  • Transparent: Clear guidelines mirroring the clarity of our finest diamonds
  • Customer-Centric: With the same personalized attention we give to custom jewelry requests
  • Efficient: Processed with the timeliness of our express shipping options

Eligibility Requirements

To maintain the quality standards of our jewelry vault:

  • Items must be returned within 15 days of delivery
  • All original tags and packaging must be intact (like preserving a jewelry box’s velvet lining)
  • Items must be unworn and in original condition (exceptions noted below)

Non-Returnable Items

To protect the integrity of our collections, these items cannot be returned:

  • Birthstone Jewelry: Due to their personalized nature (like custom birthstone arrangements)
  • Earrings: For hygiene reasons (similar to boutique jewelry policies)
  • Final Sale Items: Marked as such in product descriptions

Step-by-Step Return Process

  1. Initiate Your Request: Email [email protected] within 15 days of receiving your order
  2. Complete the Return Form: Use our template below for efficient processing
  3. Package Securely: Use the original packaging with the care of transporting fine jewelry
  4. Ship Your Return: Send to our Indianapolis workshop address (below) via tracked mail

Return Shipping Instructions

We recommend using:

  • Insured Shipping: Like we insure all outbound jewelry shipments
  • Tracking Number: To monitor your return’s journey back to us

Return Address:
Lily & Roo Jewels
3315 Leisure Lane
Indianapolis, IN 46201
United States

Refund Processing

Once received and inspected with jeweler’s precision:

  • Timeline: 5-7 business days (like the careful polishing of a gemstone)
  • Method: Original payment method (Visa, MasterCard, JCB, PayPal)
  • Shipping Costs: Non-refundable (except for defective items)

Exchange Process

For exchanges (subject to availability):

  1. Follow standard return procedures
  2. Specify desired replacement item in your email
  3. We’ll process with the same care as selecting jewelry for our gift guides

Price differences will be charged/refunded accordingly.

Return Request Template

Subject: Return Request for Order #[Your Order Number]

Dear Lily & Roo Jewels Team,

I would like to initiate a return/exchange for my recent order:

  • Order Number: [Insert]
  • Date Received: [Insert]
  • Item(s) for Return: [Product Name, SKU if available]
  • Reason: [Please specify]
  • Request: [Refund / Exchange for (specific item if known)]

I confirm the item(s) are in original condition with all packaging intact.

Please advise next steps at your earliest convenience.

Best regards,
[Your Full Name]
[Your Email Address]
[Your Contact Number]

Special Considerations

For defective items or shipping errors (rare as imperfect gemstones in our collection):

  • Contact us immediately at [email protected]
  • Include photos showing the issue (like documenting a jewelry appraisal)
  • We’ll arrange prepaid return shipping if applicable

For any questions about our policy, contact our customer care team who treat every inquiry with the same attention we give to our jewelry designs.