RETURNS

Lily Anne Jewellery offers a satisfaction guarantee on manufacturer faults and change of mind which means you never have to worry when you order from us. Simply contact us within the below time frames of the original shipping date, or upon receipt of jewellery from your Consultant, for an exchange or refund. No hassles, just great customer service.

WITHIN 7 DAYS:

You can choose to exchange your unworn jewellery or receive a refund, less the cost of the shipping, once the product has been returned to our Returns Centre in it’s original packaging.

If you receive your jewellery and it has been damaged in the transit process you may choose to have this item exchanged or receive a refund, less the cost of the shipping, once the product has been returned to our Returns Centre.

WITHIN 90 DAYS:

In the rare case that your personalised jewellery has a manufacturers fault, you can choose to return the item for replacement or to receive a refund, less the cost of the shipping, once the product has been returned to our Returns Centre.

Lily Anne Family Brands Head Office must be advised of your exchange or return within 90 days of your product being shipped by completing the exchange or refund request form (found below).

EXAMPLES OF A MANUFACTURER FAULT:
  • Missing/ loose crystals
  • Chain links not soldered correctly
  • Loose magnet
  • Lobster clasp does not close correctly
  • Bale not soldered to locket correctly
HAND SET STONE LOCKETS:

When you purchase our beautifully crafted hand set stone lockets, you can be assured that you are purchasing a longevity item. Not only do we offer you the satisfaction guarantee as specified above, we ALSO offer you a one (1) year replacement guarantee if the set stones come loose or are missing. In the rare occasion that a hand set stone comes loose or is missing Lily Anne Family Brands Head Office must be advised within one (1) year of your product being shipped by completing the exchange or refund request form (found below).

Request Our Commitment Form To Be Submitted Time Frame in which Request Must Be Submitted
Received a different Item than what was ordered Replacement with correct item Missing Items Within 7 days of original ship date (14 days for WA, NT + NZ)
Item missing from order Ship missing item Missing Items Within 7 days of original ship date (14 days for WA, NT + NZ)
Item arrived damaged Replacement of item Exchange Within 7 days of original ship date (14 days for WA, NT + NZ)
Manufacturer Fault Replace with same item Exchange Within 90 days of original ship date*
Manufacturer Fault Refund {excluding S&H} Refund Within 90 days of original ship date*
Change of Mind Exchange Exchange Within 7 days of original ship date (14 days for WA, NT + NZ). Once your jewellery has been received at the Returns Centre one of our Customer Service Specialists will call you to complete your order and take any extra payment that may be required (e.g. shipping costs)**
Change of Mind Refund {excluding S&H} Refund Within 7 days of original ship date (14 days for WA, NT + NZ)
Ordered incorrect item Exchange Exchange Within 7 days of original ship date (14 days for WA, NT + NZ). Once your jewellery has been received at the Returns Centre one of our Customer Service Specialists will call you to complete your order and take any extra payment that may be required (e.g. shipping costs)**
Ordered incorrect item Refund {excluding S&H} Refund Within 7 days of original ship date (14 days for WA, NT + NZ)

*See Hand Set Stone Locket for extended warranty
** Subject to situation

Please note:

Items that have been worn are not eligible to receive an exchange or refund unless deemed as a manufacturer fault.

The manufacturer warranty does not include broken or damaged glass. Please ensure you are treating your personalised locket with care, as the glass is fragile and may shatter if dropped or forced shut with too many charms inside.

Lily Anne Jewellery warranty does not cover damage or tarnish from normal wear, accidents (dropping jewellery or loss of jewellery), or careless wear of jewellery (wearing in water or humid conditions, entering extreme heat or cold, exposure to harsh chemicals or beauty products).

It is your responsibility to ensure that all returns are packaged to prevent damage in transit. Lily Anne Family Brands cannot be held responsible for any product lost or damaged in the post.

All exchanges and returns must be received by Lily Anne Family Brands within 3-10 business days of lodging your request for an exchange or refund.

Lily Anne Family Brands will process all exchanges and refunds within 3-5 business days of arrival to our Returns Centre.

You will not be charged for the shipping of your exchange replacement product if deemed to be a manufacturer fault. In the case that you change your mind and would like your product exchanged or you have ordered the incorrect item, you will be responsible for the postage costs and any difference in product pricing.

Apart from returns for damaged products, all products must be returned to Lily Anne Family Brands in a saleable condition, new and unworn with their original packaging intact.

No exchanges or refunds on limited stock items.

When a refund is issued, the credit will automatically be applied to the credit card used for the original purchase. Please note that depending on your credit card company, it may take an additional 2-10 business days after your credit is applied for it to post to your account.

PLEASE COMPLETE ONE OF THE BELOW FORMS:
MISSING ITEM(S) FROM YOUR ORDER
If purchased from a Jewellery Consultant or at a Jewellery Bar®, you can contact your Consultant directly. Please have your order number ready. If you don’t know your Consultant’s contact details, please click here.
  1. Click here to submit a Missing Item Form.
  2. You will receive a confirmation email within 1-2 business days.
  3. Your missing item{s} order will be processed and shipped to the address of your original order within 1-2 business days.
HOW TO PROCESS AN EXCHANGE
If purchased from a Jewellery Consultant or at a Jewellery Bar®, you can contact your Consultant directly. Please have your order number ready. If you don’t know your Consultant’s contact details, please click here.
  1. Click here to submit an Exchange Form.
  2. You will receive a confirmation email within 1-2 business days which includes a ticket number for your claim and exchange instructions.
  3. Place the product, together with the ticket number assigned, in a padded envelope and ship it back to Lily Anne Family Brands at:
    Lily Anne Family Brands
    Attn: Exchanges
    PO Box 3329
    Robina Town Centre, QLD 4230
  4. Once the product is received and inspected by Lily Anne Family Brands Returns Centre, your exchange will be processed within 3-5 business days.
HOW TO PROCESS A REFUND
If purchased from a Jewellery Consultant or at a Jewellery Bar®, you can contact your Consultant directly. Please have your order number ready. If you don’t know your Consultant’s contact details, please click here.
  1. Click here to submit a Refund Form.
  2. You will receive a confirmation email within 1-2 business days which includes a ticket number for your claim and return instructions.
  3. Place the product in it’s original packaging, together with the ticket number assigned, in a padded envelope and ship it back to Lily Anne Family Brands at:
    Lily Anne Family Brands
    Attn: Exchanges
    PO Box 3329
    Robina Town Centre, QLD 4230
  4. Once the product is received and inspected by Lily Anne Family Brands Returns Centre, your refund will be processed within 3-5 business days.