Shipping & Returns

All orders are carefully packaged in our signature jewellery box and dispatched within one to two working days of your order being placed. We use fully tracked and insured services for every order, so your pieces arrive safely.

Orders placed before 12pm on a working day are typically dispatched the same day. Orders placed after 12pm, or on weekends and bank holidays, will be dispatched the next working day.

After you order

• 1 You will receive an order confirmation email immediately after purchase.
• 2 Once dispatched, a shipping confirmation email with your tracking number will be sent.
• 3 You can use the tracking link in your email to follow your parcel in real time.

We hope you love every piece, but if something is not quite right, we are happy to accept returns within 30 days of delivery.

To be eligible for a return, items must be

• ✓ Unworn and in their original condition, with no signs of use or damage.
• ✓ Returned in their original packaging — the jewellery box and any accompanying pouches.
• ✓ Accompanied by your order number or proof of purchase.

How to return

• 1 Email us with your order number and reason for return. We will respond within one working day.
• 2 Pack the item securely in its original box and include your order details inside.
• 3 Post it back to us using a tracked service — we recommend Royal Mail Tracked 48. You are responsible for the item until it reaches us.
• 4 Once we receive and inspect the return, we will process your refund within 5–10 working days. You will receive a confirmation email when the refund has been issued.

To start a return, email us at hello@lilianandphoebe.com.

Certain items cannot be returned, either for hygiene reasons or because they have been made specifically for you. Please read the following before purchasing.

• ✕ Pierced earrings — for hygiene reasons, all earrings are final sale once removed from their packaging.
• ✕ Bespoke and custom-made pieces — items created to your specification, including personalised engravings and custom sizing, cannot be returned unless faulty.
• ✕ Items showing signs of wear — pieces that have been worn, altered, resized, or damaged after delivery are not eligible for return.
• ✕ Gift sets and bundles — only returnable if all items in the set are included and in original condition.

Exchanges

We do not currently offer direct exchanges through our online store. If you would like a different size, style, or piece, simply return your original item for a refund and place a new order. This is the fastest way to ensure you get exactly what you want.

Faulty or incorrect items

In the rare event that your order arrives damaged, faulty, or incorrect, please contact us within 48 hours of receiving your parcel. We will arrange for a free return and offer you a full refund or a replacement, whichever you prefer.

• → Email us your order number and a photo of the issue — we will respond within one working day with instructions.
• → Return postage will be covered by us in full for all faulty or incorrect orders.

Reach us at hello@lilianandphoebe.com.