FAQS

FAQs

Frequently Asked Questions – Lily Verona London

⸻

Do you ship internationally?

Yes, we offer worldwide shipping. Wherever you are, you can experience the elegance of Lily Verona London jewellery.

⸻

How do I know my ring size?

To find your perfect fit, please refer to our Ring Size Guide, available on our website.

⸻

How will I know when my order has been shipped?

Once your order has been carefully packaged and dispatched, you will receive a shipping confirmation email with tracking details.

⸻

Can I return or exchange my order?

Yes — as long as your return request falls within the allowed timeframe, you may return or exchange your item.

Please note that personalised and made-to-order pieces are non-returnable.

For full details, please visit our Returns & Exchanges page.

⸻

Can I cancel my order once it has been placed?

Cancellations may be possible if requested within one hour of placing your order. After this window, your order may already be in production or prepared for dispatch.

Please note: Personalised items cannot be cancelled once the order has been placed.

⸻

Can I change my delivery address after placing an order?

Yes — please notify us within one hour of ordering to amend your shipping address.

If you need assistance, contact our customer care team via the Contact Us page.

⸻

Where is my order?

You will receive two key emails:

1. Order Confirmation after your order has been placed

2. Shipping Notification once your order is dispatched

If you do not see these emails, please check your Spam or Promotions folder. Still missing? Reach out to our team and we’ll be happy to assist.

⸻

Why is my package delayed?

We ship globally via Royal Mail and trusted partners. Occasionally, delays can occur due to:

• Peak seasons or holiday volume

• Customs processing

• Weather conditions or other unforeseen external factors

These situations are beyond our control, and we appreciate your understanding and patience.

⸻

Why do I need to pay customs duties or import taxes (for international orders)?

All international orders are shipped DDU (Delivered Duties Unpaid). This means:

• Duties and taxes are not included in your purchase price

• You are responsible for paying any import fees upon delivery

We are unable to provide exact amounts, as rates vary by country. We recommend contacting your local customs office for an estimate prior to ordering.

⸻

What happens if I don’t pay the customs fees or entered my address incorrectly and the parcel is returned?

It is your responsibility to:

• Pay all applicable customs duties and taxes

• Provide a complete and accurate shipping address

If your parcel is returned due to:

• Unpaid customs charges

• Incorrect address

• Refusal to accept the parcel

• Cancellation after dispatch

We regret that we cannot refund the full shipping fee incurred.

Our shipping costs range from £7 to £20, depending on package size and destination. While we offer free delivery on orders over £90, and £5 flat rate for orders under £90, we subsidise the actual courier cost.

In such cases, the shipping fee will be deducted from your refund. Refunds will only be processed once we have received the returned parcel.

⸻

By purchasing from Lily Verona London, you acknowledge and agree to our full terms and policies.

If you have further questions, please don’t hesitate to contact our customer care team. We’re always here to assist you