Returns Policy & Jewellery Guarantee
We have extended our returns period until 4th January 2021, for orders placed between 1st and 23rd December. This includes necklaces, earrings and rings, whether in stock or made to order (not including bespoke or personalised jewellery). Please see our full returns policy below.
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 (01367 253393). 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.
Lechlade Shop Purchases
Items purchased directly from our shop in Lechlade 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.
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, I'm afraid we can no longer accept the item/s back for a refund or exchange.
Bespoke and 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 mis-described. These are items that the customer has requested a different gemstone or design to those offered for sale on the website, or an alteration to the standard design, such as a longer or shorter chain. It also includes personalised jewellery such as text engraving and birthstone necklaces and bracelets, personalised with more than one pendant.
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.
Are you able to re-size 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. I am 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 £30 after 30 days. For made to order rings, or where further adjustments are required, a £30 resizing fee is payable if resizing is requested within 30 days of order. After 30 days, the resizing fee will be dependant on the size required.
Plain platinum and gold wedding bands can be adjusted to any size. I am not able to resize rings with gemstones flush set or pave set into the actual band, as resizing may displace the stones. If resizing downwards or 1/2 a size up, the work will be carried out free of charge (just postage to pay). If resizing to a larger size (larger than 1/2 size), the price will be advised depending on the final size.
Stock rings that are requested to be resized to another size cannot be returned for a refund or exchange.
Special Delivery return postage is additional to the above.
Quality Assurance & Guarantee
Lilia Nash sells handmade jewelley made using either traditional wire wrapping techniques or a third party casting service. 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.