Frequently Asked Questions

General Questions

  1. What materials are your jewellery pieces made from?

    • Our jewellery is made from solid gold, lab diamonds or real diamonds. We are not gold coated.

  2. Are your gemstones natural, lab-grown, or simulated?

    • We have the option to choose natural or lab-grown diamonds.

  3. Do you offer custom or bespoke jewellery designs?

    • Yes, we can create any custom design from start to finish in our warehouse.

  4. Is your jewellery hypoallergenic?

    • Yes, gold can be hypoallergenic, but it depends on its purity. Pure 24-karat gold is hypoallergenic because it's a pure element, but it's too soft for most jewelry. Most gold jewelry contains alloys, so its hypoallergenic qualities vary depending on the other metals mixed in. Higher-karat gold (like 18K or 22K) is generally more hypoallergenic than lower-karat gold (like 14K), as it contains a larger percentage of pure gold and fewer potential irritants like nickel. 

  5. I don’t live close to your store for an in-person visit. Is it possible to see the final product of a custom order before purchase? 

    • Yes, we will send you a rendering of your custom design before we set it to cast and print. 

Ordering & Payment

  1. How do I place an order on your website?

    • Please select your merchandise from the website. You may customize the size, karat, diamond piece, then you simply ‘Add to Cart’. Once you click your cart on the top right of your screen, you can review your details and input your information required to checkout.

  2. What payment methods do you accept?

    • When ordering online, we accept credit card. However, if you make a purchase in-shop we accept cash, debit or card.

  3. Can I change or cancel my order after it’s been placed?

    • You will have 12 hours to change or cancel your order after it’s been placed.

  4. Do you offer financing or installment payment options?

    • We do not offer financing or installment payment options.

Sizing & Fit

  1. How do I determine my ring size?

    • To determine your ring size, wrap a thin, non-stretchy strip of paper or string around the base of your finger below the knuckle, mark where the ends meet, then measure the length in millimeters with a ruler. Use a ring sizing chart to find the corresponding ring size for your measurement. For the most accurate results, take your measurement in the evening when your fingers are typically largest and are warm.

  2. Do you offer resizing services if my jewellery doesn’t fit?

    • Yes, we will offer one free of charge resizing service, although we recommend you follow our guide to finding your ring size.

  3. Can I order a custom chain length or bracelet size?

    • Yes, we can customize anything.

Shipping & Delivery

  1. Do you offer international shipping?

    • We offer shipping to the US and Canada.

  2. How long will my order take to arrive?

    • You will have your product between 1-2 weeks. If you order a custom product, we will have to 3D draw the model, print it, cast it, set it and polish it. This can take up to a week. Once the product is ready, we will ship it out.

  3. Is shipping insured?

    • Yes, all our shipping is insured.

  4. How can I track my order?

    • Upon sending your package, we will email you with a delivery tracking number.

Returns & Exchanges

  1. What is your return and exchange policy?

    • Returns can be made within 30 days from the day the product has been shipped. Jewellery must be in perfect condition with all original certificates, tags, packaging  and accessories included. All items also must be unworn, unaltered and in original condition. We will run a quality inspection check once we receive the product to insure it hasn't been altered. Once the product passes the quality inspection check we will complete the return or exchange.
      All custom work is final sale. Please note that we do not cover the shipping cost when returning or exchanging a product. All refunds are credited to the same tender as the original purchase.

  2. Do you offer refunds on custom or personalized items?

    • We do not offer refunds on custom or personalized items.

  3. How do I initiate a return?

    • You can email lilyjewellerymfg@gmail.com with your order number to initiate a return.  

  4. I’m in the USA. Will I have to pay tariffs? 

    • Yes, unfortunately paying tariffs applies to most Canadian goods entering the USA, including jewellery. packages containing returns or repairs under warranty may now resume. Please note any tariff or duty charges incurred on these packages will be the responsibility of the client.

Care & Maintenance

  1. How should I care for my jewellery?

    • We recommend you take off your jewellery when swimming, showering and working out. It’s also recommended you clean your jewellery by soaking it in warm water with dish soap and using a microfiber cloth to gently dry your jewellery. When storing your jewellery, make sure that there’s enough room for each piece to avoid them scraping each other or getting tangled up.

  2. Do you offer cleaning or repair services?

    • Yes, we can clean, repair and repurpose all jewellery.

  3. Is your jewellery covered by a warranty?

    • No, most of our customers purchase insurance for pieces over $20,000. However if there are any damages within receiving your order, we will take it back for examination as long the tag is still on the product.

Certificates & Authenticity

  1. Do your diamonds come with certification?

    • All our diamonds come with certification.

  2. How can I be sure my jewellery is authentic?

    • We have been in this business for over 40 years. We ensure that all our products are exactly as described and created by our highly skilled craftsmen.

Gifting & Packaging

  1. Do you offer gift wrapping?

    • Yes, we offer gift wrapping.

  2. Can I include a personalized message with my order?

    • Yes, we can write down a personalized message to place with your order.

  3. Do you sell gift cards?

    • Yes, we sell gift cards.