Returns Policy and Jewellery Guarantee
We understand how difficult it can be to purchase from the internet and your satisfaction is very important to us.
If you are not completely satisfied with your purchase (for whatever reason) you are entitled to cancel your order (by telephone, letter or email) within 14 calendar days of receipt of the goods.
All returns must be received by us within 14 calendar days of the day the order was cancelled, unworn and with the label still attached. We recommend that all returns should be sent using an insured tracked delivery service. Items returned after this period will be returned to the customer, no refund/exchange can be offered.
All jewellery offered for sale on the Lilia Nash website, including necklaces, bracelets, earrings and rings, whether in stock or made to order may be returned for a refund. This does not include bespoke or personalised jewellery (see below).
Before cancelling your order, please notify us via the contact form on this website or by telephone (01579 550499). We will send you full instructions on how to return the goods. Goods returned without prior notification may not be accepted. You are required to take reasonable care of the goods and should return them undamaged. Return postage costs are payable by the customer.
All returned items should be carefully repackaged in the original jewellery box and packaging, and should be returned using a tracked and insured system of postage such as Royal Mail Special Delivery. We cannot be responsible for items that are lost in the post.
Please allow up to 14 days for your refund to be processed.
Item arrived damaged or faulty
We apologise if your item has arrived damaged or faulty. We always ensure the jewellery is well packaged and the item and gemstone/s are checked carefully before transit, but occasionally items can be damaged in transit. If your item is damaged or you find a fault please notify us within 2 days of receiving the package, preferably with photographic evidence of the fault or damage and we will instruct you on the next steps.
Sale items may be returned for a refund. You must notify us within 14 days of receipt of the item if you wish to return a sale item. After this time, we can no longer accept the item/s back for a refund or exchange.
Bespoke and Personalised Jewellery
Bespoke or personalised jewellery cannot be refunded or exchanged as these pieces are made to the customer's own specifications or personalised with specific stones or engraving, unless faulty or misdescribed. These are items where the customer has requested a different gemstone or alteration to the design. This also includes personalisation, such as engraving.
Please ensure that you provide the correct ring size before ordering, as many rings cannot be resized. We reserve the right to refuse to refund for any item that has been custom made and where the correct size has not been given. We will always do our best to help however, therefore if there is a problem please contact us.
All of Lilia’s jewellery is made to the highest possible standard. As all our jewellery is hand made and hand finished (not cast and machine finished), small imperfections should be expected. Indeed, these add to the uniqueness and charm of each piece.
Are you able to resize your rings?
We are able to resize most of our in stock engagement ring designs between 1-3 sizes (up or down), sometimes more, depending on the design. We are not able to resize rings with gemstones flush set or pave set into the actual band, as resizing may displace the stones.
For in stock engagement/solitaire rings - resizing is free of charge for the first resizing within 30 days from order, or £35 after 30 days.
For made to order or bespoke engagement/solitaire rings - Where the incorrect size was provided by the customer, a £35 resizing fee is payable to resize rings any size smaller, or half a size larger. For more than half a size larger, the resizing fee will be dependant on the size required. It is not advisable to resize the ring more than once as it may weaken the band.
Plain platinum and gold wedding bands over 1.5mm can be adjusted to any size.
We are not able to resize -
Rings with gemstones flush set or pave set into the actual band;
Birthstone stacking rings;
Resize bands 1.5mm or less upwards;
If resizing made to order bands downwards or 1/2 a size up, the work will be carried out for £35 plus return postage to pay. If resizing to a larger size (larger than 1/2 size), the price will be advised depending on the final size. In stock bands will be adjusted free of charge within 30 days of receipt.
Please note that stock rings that have been requested to be resized cannot be returned for a refund/exchange.
Special Delivery return postage is additional to the above.
Calstock Shop Purchases
Items purchased directly from our shop in Calstock are sold as seen, and not returnable for exchange/refund, unless faulty. However these items can be resized free of charge within 30 days of purchase.
Quality Assurance and Guarantee
Lilia Nash jewellery is completely handmade using traditional techniques. All jewellery is quality checked prior to dispatch. If for any reason you are unhappy with your order, please contact us with your order number and provide us with some further details about the issue with your jewellery.
Your jewellery is guaranteed for 12 months after purchase when worn and cared for as per our jewellery guide. Please note that the guarantee does not include flaws caused by normal wear and tear, neglect or accidental damage.