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At Lily Diamond Studios, we believe every piece of jewelry should represent trust, exceptional craftsmanship, and life's most meaningful moments. Every item is handcrafted with great attention to detail using carefully selected materials and traditional jewelry-making techniques. Because customer satisfaction is one of our highest priorities, we proudly offer a fair and transparent 14-day return, exchange, and refund policy on eligible purchases.

By placing an order through our website, you acknowledge and agree to the policies outlined below.

14 Day Returns, Exchanges & Refunds

We understand that purchasing fine jewelry online is an important decision. If you are not completely satisfied with your purchase, you may request a return, exchange, or refund within 14 calendar days from the date your order is delivered.

To initiate a return, exchange, or refund, please contact our Customer Care team within the 14-day return period. Include your order number, the reason for your request, and photographs if your request involves damage, defects, or shipping issues.

After reviewing your request, we will provide detailed return instructions, including the return shipping address and any additional requirements.

Requests submitted after the 14-day return period may not be eligible for a refund or exchange unless otherwise required by applicable consumer protection laws.

Eligibility Requirements

To qualify for a return, exchange, or refund, all of the following conditions must be met:

  • The request must be submitted within 14 days of delivery.
  • The jewelry must be unworn, unused, and in its original condition.
  • The item must not show any signs of wear, scratches, resizing, modification, or accidental damage.
  • Original jewelry boxes, packaging, certificates, authenticity documents, and any complimentary gifts must be returned.
  • The original order confirmation or proof of purchase must be provided.
  • Security tags, if applicable, must remain attached.
  • Items that do not meet these requirements may be returned to the customer without a refund.

Inspection Process

Once your returned package arrives, our quality assurance team will carefully inspect the jewelry to verify its condition and determine whether it meets our return eligibility requirements.

Inspection typically takes 2 to 5 business days after the package is received.

If additional information is required during the inspection process, our customer support team will contact you.

Refund Processing

Once your return has been approved following inspection, your refund will be issued to the original payment method used when placing the order.

Refunds are generally processed within 14 business days after approval. Depending on your bank, credit card issuer, PayPal, or payment provider, it may take additional time for the refund to appear in your account.

You will receive an email confirmation once your refund has been processed.

Partial Refunds

In certain situations, partial refunds may be issued if:

  • Packaging is incomplete.
  • Certificates or documentation are missing.
  • The item shows minor signs of handling that do not prevent resale.
  • Complimentary promotional items are not returned.

Any deduction will be communicated before the refund is finalized.

Return Shipping Responsibility

Unless the return is caused by our error, customers are responsible for return shipping expenses.

We strongly recommend using:

  • Fully insured shipping
  • A trackable courier service
  • Secure packaging suitable for fine jewelry

Lily Diamond Studios cannot be responsible for items that are lost, stolen, or damaged while being returned by the customer.

If the return is due to:

  • Manufacturing defects
  • Incorrect item received
  • Shipping damage
  • Our fulfillment error

Lily Diamond Studios will cover reasonable return shipping costs or provide a prepaid shipping label whenever available.

Damaged, Defective or Incorrect Orders

If your order arrives damaged, defective, or different from what you ordered, please notify us within 48 hours of delivery.

Please include:

  • Order number
  • Clear photographs of the packaging
  • Clear photographs of the jewelry
  • Description of the issue

Our team will investigate the matter promptly and offer an appropriate resolution, including repair, replacement, refund, or store credit where applicable.

Exchanges

Eligible jewelry may be exchanged within 14 days of delivery, subject to product availability.

If the requested replacement item has a higher value, customers will be responsible for paying the price difference.

If the replacement item has a lower value, the remaining balance will be refunded to the original payment method where applicable.

Replacement items begin production after the original item has been received and approved.

Non-Returnable & Final Sale Items

Because many of our jewelry pieces are handcrafted specifically for individual customers, the following products cannot be returned, exchanged, or refunded unless they contain a verified manufacturing defect:

  • Personalized jewelry
  • Engraved jewelry
  • Custom designed jewelry
  • Bespoke jewelry
  • Custom gemstone selections
  • Special order items
  • Rings resized before shipment
  • Eternity bands
  • Titanium rings with stone settings
  • Tungsten rings with stone settings
  • Black zirconium rings with stone settings
  • Clearance items
  • Final sale products
  • Gift cards
  • Digital products
  • Items previously exchanged

These items are considered final sale because they cannot be resold as new.

Order Cancellations

Orders may be cancelled before production begins.

Once production has started, materials have been ordered, or customization has commenced, cancellation requests may not be possible or may be subject to a cancellation fee.

Custom or personalized orders cannot be cancelled after production begins.

Free Laser Engraving

Complimentary laser engraving is available on selected jewelry pieces.

Customers are responsible for verifying engraving details before placing an order.

Because engraved jewelry is personalized, engraved items are considered final sale and cannot be returned, exchanged, or refunded unless they contain a manufacturing defect.

Resizing Policy

Eligible non-custom jewelry may qualify for complimentary resizing within a limited period after delivery.

Please note:

  • Custom rings may require resizing fees.
  • Engraved jewelry may not be eligible.
  • Certain ring styles cannot be resized because of their structural design.
  • Customers may be responsible for shipping costs related to resizing services.

Product Variations

Every piece is individually handcrafted.

Natural diamonds and gemstones contain unique inclusions, colours, and characteristics that make every piece one of a kind.

Slight differences in:

  • Diamond appearance
  • Gemstone color
  • Metal finish
  • Ring texture
  • Photography lighting
  • Computer or mobile screen displays

are normal and are not considered manufacturing defects.

Warranty for Manufacturing Defects

We proudly stand behind the quality of our craftsmanship.

If a manufacturing defect is identified, we will evaluate the item and may offer:

  • Complimentary repair
  • Replacement
  • Store credit
  • Full refund when appropriate

The warranty does not cover:

  • Normal wear and tear
  • Accidental damage
  • Improper care
  • Loss or theft
  • Unauthorized repairs
  • Damage caused by misuse

Customer Responsibilities

Customers are responsible for:

  • Providing accurate shipping information.
  • Selecting the correct ring size before ordering.
  • Reviewing engraving details carefully.
  • Inspecting their package upon delivery.
  • Contacting us promptly if an issue occurs.

Customer Support

Transparency and customer satisfaction remain at the heart of Lily Diamond Studios.

If you have questions regarding returns, refunds, exchanges, repairs, shipping, customization, or any of our policies, our Customer Care team is happy to assist.

We aim to respond to all inquiries within 24 to 48 business hours.

Contact Information

For assistance with returns, refunds, exchanges, or any policy-related questions, please contact us through our official Contact Us page or the customer support email listed on our website.

Thank you for choosing Lily Diamond Studios. We sincerely appreciate your trust and look forward to creating handcrafted jewelry that celebrates your most meaningful moments.