At Lily & Roo Jewels, we handle your jewelry with the same care in shipping and returns as we do in crafting each piece. Our policies are designed to be as transparent as our finest gemstones and as customer-focused as our custom designs.

Shipping Information

Order Processing

All orders are processed within 1-2 business days from our Indianapolis workshop. You’ll receive a confirmation email with tracking information once your order ships.

Shipping Options

Standard Shipping: $12.95 via DHL or FedEx

  • Delivery within 10-15 business days after shipping
  • Includes tracking and insurance

Free Shipping: Available on orders over $50 via EMS

  • Delivery within 15-25 business days after shipping
  • Includes basic tracking

Note: We currently ship worldwide except to certain remote areas and parts of Asia. Delivery times may vary by destination.

Returns & Exchanges

If your jewelry doesn’t sparkle as brightly as your expectations, we offer a seamless return process crafted with the same precision we apply to setting gemstones.

Eligibility Requirements

  • 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

Non-Returnable Items

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

  • Birthstone Jewelry: Due to their personalized nature
  • Earrings: For hygiene reasons
  • Final Sale Items: Clearly marked 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 via tracked mail

Return Shipping Instructions

We recommend using:

  • Insured shipping (like we insure all outbound jewelry shipments)
  • A service that provides tracking

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):

  • Follow standard return procedures
  • Specify desired replacement item in your email
  • 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.