We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it—unworn or unused, with tags, and in its original packaging. You’ll also need to show the order number with a confirmation email or proof of purchase.
You can always contact us for any return questions at support@lilyanngems.com
As the ring is custom-made as per your ring size and diamond/gold option, any return unrelated to manufacturing quality will have a 20% restocking fee for Moissanite jewelry & 30% restocking fee for CVD jewelry items. This fee covers the labor required to resize and polish the returned piece. If the returned piece requires extensive cleaning or repair (or is in any other condition that prevents resale), we will charge a higher restocking fee, depending on the amount of repair work required.
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item so that we can evaluate the issue and make it right.
Items That Cannot Be Returned or Exchanged
Due to the nature of these items, unless they arrive damaged or defective, we cannot accept returns or exchanges for:
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Custom or personalized orders
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Eternity bands made to order
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Any physical damage to the product
If a customer wishes to exchange their ring, a restocking fee of 20% will be deducted from the original purchase amount. The remaining balance will be applied toward the new purchase. Any price difference for the exchange will also be charged to the customer. (Note: This percentage may vary if gold or stone prices increase or decrease).
This exchange policy must be initiated within 30 days of receiving the ring and is limited to one exchange per piece. The credit does not apply to future purchases.
Please contact us before sending your jewelry back to ensure it arrives safely. Clients are responsible for return shipping costs, and we highly recommend insuring your package and using a traceable courier—we are not responsible for items lost in the mail.
Refunds
We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. If approved, you’ll be automatically refunded to your original payment method. Please note that it may take time for your bank or credit card company to process and post the refund.
Resizing
At LilyAnnGems, we understand the importance of a perfect fit for your jewelry, especially rings. We offer a ring resizing service to ensure your jewelry fits comfortably.
Resizing Limitations:
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Rings can be resized up to one full size (increase or decrease).
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Resizing beyond this range may compromise the integrity and aesthetics of the piece and cannot be accommodated.
Exceptions:
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Rings with full eternity stones cannot be resized due to their intricate design and setting. Customers with these rings are encouraged to exchange for the correct size.
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In some cases, instead of resizing, we may exchange your ring for an identical ring in your size if:
a) It results in a faster turnaround time, or
b) Resizing would affect the integrity of the design.
An exchange applies only to plain gold bands without stones. All exchanged rings are handcrafted from scratch. We will always contact you before proceeding with this option.
Clients are responsible for shipping costs both ways (including customs fees for international clients).
Repairs
If you need a repair, please contact us at support@lilyanngems.com.
Important Repair Information:
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Our repair specialists will create an intake form detailing the condition of the piece and any required repair work. We will send you a copy for confirmation.
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We will immediately proceed with any warranty-covered repairs, including:
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Replacing or resetting stones
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Replacing the setting
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Prong work or replacement
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Repairing thin areas of the band
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Resizing the ring
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If you do not want us to proceed with specific repairs or want to review the scope before we begin, please let us know beforehand.
For repairs beyond the warranty, we will notify you and provide an estimate before proceeding. You may opt out of these repairs.
Clients are responsible for shipping costs both ways.
Repair Timeline:
Our standard repair timeline is 2-3 weeks from the time we receive your piece.
NOTE: If your jewelry requires a new stone, we cannot guarantee an exact replacement for limited-edition or one-of-a-kind stones. In such cases, we will reach out for your approval on an alternative.
Lifetime Warranty
We understand that fine jewelry is delicate, and we stand by our craftsmanship. LilyAnnGems offers a generous lifetime warranty on all our pieces. We take pride in our work and are committed to taking care of both you and your jewelry.
For further inquiries, reach out to us at support@lilyanngems.com.
