Refund policy

 

RETURNS, EXCHANGES & STORE CREDIT

We hope you love your Lily Frank Jewelry piece. If your purchase is not quite right, eligible ready-to-ship orders delivered within the United States may be returned for store credit or exchanged within 10 calendar days of delivery.

We do not offer refunds to the original form of payment, except when required by law or when an item has been confirmed by Lily Frank Jewelry to be damaged, defective, or incorrect.

FINAL-SALE ITEMS

The following purchases are final sale and cannot be returned or exchanged:

  • Made-to-order pieces

  • Preorder pieces designated as final sale

  • Vintage and one-of-one pieces

  • Engraved, customized, altered, or specially commissioned pieces

  • Items marked “Final Sale”

  • Sale merchandise

  • Gift cards and store credit

  • Orders purchased using store credit

  • International orders, except where applicable consumer law provides otherwise

A standard promotional or welcome discount does not make an otherwise eligible full-price item final sale unless this is stated on the product page or at checkout.

HOW TO REQUEST A RETURN

To request a return or exchange, email shop@lilyfrankjewelry.com within 10 calendar days of delivery and include your order number and the item you wish to return.

All returns require prior authorization from Lily Frank Jewelry. If your return is approved, we will provide return instructions. The package must be postmarked within three business days of receiving authorization. Unauthorized returns and returns sent outside these timeframes will not be accepted.

RETURN CONDITION

Returned pieces must be unworn, unused, unaltered, and in their original condition, with all original packaging included.

Jewelry showing evidence of wear, fragrance, cosmetics, hair products, scratches, damage, alteration, or missing packaging will not be accepted. We reserve the right to deny a return or deduct a reasonable repair or restocking fee from the store credit when an item is not returned in its original condition.

If a return is determined to be ineligible, the customer may be responsible for the cost of having the item shipped back.

NATURAL MATERIALS AND VINTAGE PIECES

Lily Frank Jewelry works with natural shells, freshwater pearls, gemstones, precious metals, and vintage jewelry. Variations in color, shape, surface, markings, patina, and texture are inherent to these materials and make every piece unique. These natural characteristics are not considered defects.

Vintage jewelry may display subtle signs of age consistent with its history. Each vintage piece is inspected and its condition described before it is offered for sale.

RETURN SHIPPING

Customers are responsible for return shipping costs. If Lily Frank Jewelry provides a prepaid return label, the cost of that label will be deducted from the store credit issued.

We strongly recommend using a trackable, insured shipping service. Lily Frank Jewelry cannot assume responsibility for return packages that are lost, delayed, damaged, or delivered incorrectly.

Original shipping charges, expedited shipping fees, international duties, taxes, and customs charges are nonrefundable and will not be included in store credit.

STORE CREDIT AND EXCHANGES

Approved returns will be inspected after arriving at our studio. Store credit will be issued by email within five to seven business days of receiving and approving the return.

Store credit will be issued for the amount paid for the eligible merchandise, excluding shipping charges, return-label costs, duties, taxes, and other applicable fees.

Exchanges are subject to availability. If the requested piece is unavailable, store credit will be issued instead. Any difference in price must be paid before the replacement piece is shipped.

DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

If your order arrives damaged, defective, or incorrect, please email shop@lilyfrankjewelry.com within 48 hours of delivery. Include your order number, a description of the issue, and clear photographs of the jewelry, packaging, and shipping box.

Please retain all packaging and do not return the item until you receive instructions from us. Once the issue has been reviewed and confirmed, Lily Frank Jewelry will arrange an appropriate repair, replacement, store credit, or refund and will cover the necessary shipping costs.

ORDER CHANGES AND CANCELLATIONS

Ready-to-ship orders may be changed or canceled before they enter the shipping process.

Made-to-order, preorder, engraved, customized, or specially commissioned orders may be changed or canceled within 24 hours of purchase. After that period, production may have begun and the order cannot be changed, canceled, returned, or exchanged.

INTERNATIONAL CUSTOMERS

International orders are final sale except where mandatory consumer-protection laws provide otherwise.

Customers located in the European Union, United Kingdom, or another jurisdiction providing a statutory right of withdrawal retain any non-waivable rights available under applicable law. To exercise those rights, contact shop@lilyfrankjewelry.com within the legally required period. Customers remain responsible for return shipping, duties, taxes, customs charges, and related fees unless the merchandise was damaged, defective, or incorrect.

Customized or personalized merchandise may be excluded from statutory withdrawal rights where permitted by law.

Lily Frank Jewelry reserves the right to decline returns that do not comply with this policy or that show evidence of misuse or return-policy abuse, subject to applicable law.

Effective August 30, 2026. This policy applies to orders placed on or after this date. Orders placed before this date remain subject to the return policy presented at the time of purchase.