Frequently Asked Questions

 

Is all your jewellery sterling silver?
Yes, all Lily Charmed jewellery is 925 sterling silver, 18 carat gold plated sterling silver or solid 9 carat gold. All of our silver charms are cast from recycled sterling silver too! 

Why does Lily Charmed use recycled silver?
We are all looking for ways, big and small, to help be part of the solution to climate change, and sustainability. Recycling silver helps to limit the amount of metals that must be produced, the use of chemicals to process them, and lowers the impact on the environment.  Lily Charmed has been seeking ways to take the small steps towards more sustainable and ethical production of their jewellery, a big step is using recycled sterling silver. 

What is sterling silver?
Silver by itself is a very soft metal so around 7% of the material used in quality silver jewellery is made of other alloys, usually copper to give it strength and longevity. All our silver jewellery is stamped 925 which refers to the fact that at least 92.5% of the metal is pure silver.

Is there a warranty?
We are proud of the quality of our jewellery. This means that for 1 year from the date of purchase, we’ll replace your product without question, if your jewellery is affected by faulty workmanship.

Just contact us and we’ll send you a replacement.

This warranty does not cover lost items, natural tarnishing, or scratches associated with normal wear and tear (for example a bent or dented ring or snapped chain), improper use or storage of your product, and any modification to your product carried out by a third party outside of Lily Charmed.

Hallmarking – why do some items have a hallmark and others do not?
By law all sterling silver items over 7.8 grams must be hallmarked. We hallmark all our silver that is over this weight with the Birmingham assay office. All our 9 carat gold is also Hallmarked by the assay office.

Do I have to pay for a gift box?
No. All our jewellery is beautifully presented in our premium gift box with a polishing cloth and finished with a hand-tied ribbon, all as standard.

Can I buy a single charm without a necklace?
Yes. Click on Charms in the menu. This will show you all our unique  charm designs to add to an existing necklace or bracelet

Can I buy a Necklace without a message on the card?
Yes, all our necklaces can be supplied with or without a message. However, as there is no difference in price why not personalise your gift with your own message that we will print for you. Also some of our most popular gifts are available with pre-written messages, or if you wish, simply leave blank. The choice is yours.

How do I personalise my own Necklace?
Go to any of our Personalised charm necklaces and you will be able to select you preferred chain length, add an additional letter charm and and then add a personal message which we will print to ensure your gift is truly personal

Why can’t I return an engraved item?
Unless your engraved jewellery is faulty or we made a mistake (unusual!), we cannot accept returns as we can’t resell it. This does not effect your statutory rights.

Can I return Earrings?
Yes, our standard returns and refund policy applies. 

Can children wear your necklaces?
Yes – we have a range of children's necklaces with a smaller 35cm chain length. Please head to the Gifts for Children category for our full range of jewellery which is suitable for children. Safety Advice: Our jewellery is not intended as a toy. Children should not be left unattended wearing jewellery and should never be allowed to sleep wearing jewellery or wear it unsupervised for prolonged periods.

Can I add items to an existing order?
Sorry, it is not possible to add items to an existing order. Feel free to make another though

Can I change my shipping address after my order has been dispatched?
Unfortunately we are unable to redirect your delivery once it has been dispatched. If however you think you have made an error in your shipping address please contact us and if the item has not been dispatched we may be able to change the shipping address.

How will I know you received my order & when will payment be deducted?
An email confirmation will be sent once an order has been received. We will also receive your payment at this time. In the rare instance that the items you have ordered are not available, your order will be cancelled & refunded. An email will be sent informing you of the cancellation.

I want to send a gift directly to the recipient and I don’t want them to see the price I paid. Is this possible?
No problem. Simply choose ‘Gift Receipt’ at checkout, and we'll include a gift receipt with your order with no mention of price.