Refund policy
Returns and Exchanges Policy
If you wish to return the full or a part of your order it must be within 14 days of receipt, in brand new unworn condition it was sent in, including packaging.
Sale items are non refundable.
Please note that we do not offer any refunds on items made to a bespoke size or with personalised engravings as they are bespoke and been made for a specific individual..
Bespoke and personalised items are non refundable, so please check the details you enter online before placing your order, Lark & Lily Designs will not be held responsible for incorrect information entered. There for it is extremely important that you check all details of your order thoroughly before committing to place the order, and notify us of any engraving mistakes within 1 hour of placing your order.
Customers are responsible for return postage and need to ensure correct address is on parcel.
Return Address is :
Lark & Lily Designs,
9 upper Dunbar Street, Wick KW1 5QH
Damaged Jewellery upon Receipt of a Parcel
We shall be under no liability for any delay in delivery or non-delivery due to circumstances beyond our control. If a parcel is damaged upon receipt, or has something missing from it, Lark & Lily Designs must be informed without delay, in writing, and within 24 hours of delivery of the package.
Any damaged item(s) to be returned to us for replacement, must be done so within 7 days of reporting the damage in writing.
We will be happy to try to fix any issues and replace any damaged jewellery as quickly as we can, so that you can enjoy your jewellery.
Breakages
Any breakages caused by or resulting from external factors such as wearing jewellery in bed, whilst doing housework, exercising, whilst swimming or in the shower/pool, or spraying perfumes/lotions on jewellery is not the responsibility of Lark & Lily Designs. This is not an exhaustive list. We will not be liable for damage caused to our jewellery from such activities. We have a ‘care for your jewellery’ section on our website with handy tips on storing and looking after your jewellery, which we recommend you refer to before purchasing our jewellery.
If however, a breakage or damage to your jewellery does occur, please do get in touch with us as your jewellery, in most cases, can be repaired for a small cost.
Cancelling or Returning an Order
We are sorry to hear you are thinking of cancelling your order. Is there anything we can do to change your mind? Let us know and we will be pleased to chat with you and help with any concerns you may have. If you would still like to cancel your order, please do email us at hello@larkandlilydesigns.co.uk , the sooner we know you would like to cancel your order, the better.
Please ensure that before you get in touch, you have as much information to hand as possible such as your customer name, order number, order date, item to cancel and the reason for cancelling.
If you would like to cancel an order, and your order has already been dispatched- you can return any item to us, apart from pierced earrings- providing that the item(s) are in its original packaging, unworn, and in its original condition.
We will assess the jewellery once it is returned, checking for any scratches or signs of wear, and if we are satisfied it is unworn and in its original packaging, we will offer a full refund, which will be processed within 5-10 working days. If your jewellery is returned to us in a non-sellable condition, we will not offer a refund, and may send your jewellery back to you, or offer you a gift voucher instead.
Refunds will be minus any postage costs paid, where applicable. Returns must be made within 14 days of receiving the goods. Please enclose as many helpful details as possible within your package, including your name, order number, phone number, reason for return and email address if possible, so that we can contact you when your package arrives.
Before sending your item back, please do drop us a little email to let us know to expect the package at hello@larkandlilydesigns.co.uk
Returning the item(s) you would like to have refunded is your responsibility to return to us safely, and for those within the UK, we recommend using royal mail special delivery service, as we cannot take responsibility for any items lost in transit.
Returning an item with an altered length
If you have placed an order but have specified to have a different size than is offered as standard on your necklace, bracelet or anklet, please be aware that this will make the item bespoke, and non returnable.
No refunds or exchanges will be given on any item that has been purchased and altered in size or colour. Please do get in touch if you would like to find out whether your item is returnable or not before purchasing.
If you have ordered a bespoke length of chain, differing from the options we have as standard, and it doesn’t fit, or you ordered the wrong length. Although we cannot offer a refund, we can exchange it for a different length for you.