If you are not home and your order is small enough to fit in your post box, it will be posted through your letterbox.
If your order has been dispatched and the estimated delivery date has passed, we recommend that you ask your local postal delivery office if they've already tried to deliver it, or ask your neighbours if the package has been left with them. Please also check that the delivery address you gave us is correct. Click the "Order Details" button next to the order you're checking to view the delivery address.
If the package was too large to be delivered through your post box, it will be taken to your local delivery office and a card will be left. We suggest you contact your local delivery office to confirm that your package is available for collection. In the UK, you can call 0845 6050767 for details of your nearest delivery office. If you have not received a card, we ask that you allow 12 days after the estimated delivery date to receive your item, to allow for any delays.
If your order hasn't arrived by the estimated delivery date and a further 12 days have elapsed, contact us and we will do our best to locate it.
Royal Mail Recorded Signed For
Royal Mail recorded signed for items are usually delivered within 1-2 working days. However, this is not a guaranteed service and can take longer.
Please note that recorded delivery items will require a signature upon delivery. If no one is available to sign for a parcel, it will be returned to your local sorting office for you to collect at your earliest convenience.
Please Note : Royal Mail do not class an item as lost until 15 working days from posting have passed.
Next Day Delivery
When you need your parcel in a hurry, we will send your order via the Royal Mail 24 hour service to ensure everything reaches you guaranteed next day. Our Next Day service is only available on items which we currently hold in stock and on selected items for our Personalised Cards and Gifts range.
Please note for some of our Personalised Cards & Gifts we need a little extra time to create some of these special personalised products. However, if you have chosen something which requires a couple of extra days, we will endeavour to let you know and aim to get the product to you within 3 to 5 days.
Exchange and Refund Policy
If you are not satisfied with your purchase, or simply change your mind, then you can return your item within 14 days of receiving your order by following the returns process below:
The item you wish to return for a refund or exchange must be unused and in the same condition that you received it in. It must also be in the original pouch and box provided. Items that appear worn or used are not refundable or exchangeable.
Earrings Returns and Exchange
Please note we do not accept returns in store or online of pierced earrings for reasons of hygiene. However, earrings may be returned within 14 days if they are unworn and in their original condition.
Bespoke Items Returns and Exchange
Please note that we're unable to accept an exchange of a beopke or commission order which may include bridal brooch bouquets, bespoke hair accessories and jewellery.
Resizing and other customization
In cases where a different size is required, we will either resize the original item or order a new one in the correct size, subject to the agreement of the designer. As most of the jewellery in store is individually hand-made and often contains natural gemstones, there may be slight differentiations in size or colour.
Damage and Repair
We cannot repair damage to any items that are returned later than 3 months from the date of purchase. Any damage incurred by the customer from misuse cannot be repaired or will be repaired at the cost of the customer.
Tarnishing or discolouration due to chemical contact is not a fault. Please see our care instructions on how to avoid this.Natural gemstone inclusion and differentiation in colour is not a fault.
In the case of a refund, a full refund of the item/s will be made to your card or original method of payment. For in store return for online order, a refund will be made to your card or PayPal via our website site.
If you require a different size or want to exchange what you’ve bought for another piece of jewellery, we are happy to offer exchanges within 14 days of purchase. To proceed with an exchange, please follow our procedure for returns. The original item must be unused and in the same condition that you received it in. It must also be in the original pouch and box provided.
If the new item is more expensive, you will need to pay for the extra amount and subsequently we’ll refund you your money if the item is of a lower value.
Sales and Promotions
Sales prices are applicable from the point of announcement and advertisement. Items purchased at full RRP cannot be discounted after payment has been taken. Promotional codes: only one promotional code can be used at a time.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be issued.
Our online gift card can be redeemed online and in store. Gift card issued in store can only be used in our shop, cannot be redeemed online.
The gift card validates for 12 month. The gift card is excluded from a redemption guarantee, is non-replaceable, non-refundable, non-reloadable and cannot be redeemed for cash. Lily Luna will not refund or replace, and will not be liable for, any lost or stolen gift cards.
Any lost items cannot be replaced or refunded. Missing crystals are not considered a manufacturing fault, and items with missing crystals beyond the 14 day return policy can be replaced free of charge subject to materials availability.
Gift with Purchase
Lily Luna may run promotions or put items on sale from time to time. If you received a complimentary gift with your purchase alongside a paid item, the free item must also be returned in order to receive a full refund.
Return by post
To return your order by post,please post the item to our shop address below by a recorded delivery service.
Lily Luna, 43 William Street,Edinburgh EH3 7LW
Lily Luna is not liable for refunding postage costs unless the error is on our side.
Lily Luna reserves the right to add, delete or modify the general terms and conditions at any time.
Terms and Conditions 2020