Ordering and Shipping

- How are the jewelry packaged?
We package each piece of jewelry individually, ensuring that every order feels like a gift to open.

- How can I track my order?
Once your order has been shipped, you'll receive a confirmation email with the shipping details and, if available, a Track & Trace code. This way, you can see exactly where your package is.

- Can I still change or cancel my order?
Because we start processing your order immediately after you place it, we unfortunately can't change or cancel it. You can, of course, always return your order. Questions? We're happy to help!

- Do you also ship outside the Netherlands?
At this time we only ship within the Netherlands and Belgium.

- What are the shipping costs?

• Netherlands: Letterbox package €4.95. Orders over €49.99 ship for free.
• Belgium: shipping costs €7.75.
  
  

- How quickly will I receive my order?
We aim to ship your order within two business days. Letterbox packages are usually delivered the next business day (depending on the delivery service). Larger orders that don't fit through the letterbox will be delivered as standard packages.

- I didn't receive my package, what now?
Didn't receive your package? Contact us at info@lilyray.nl and we'll look into it right away.

-What payment methods do you accept?
You can pay with Visa, Mastercard, American Express, Maestro, Apple Pay, Google Pay, Bancontact and iDeal.

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Exchanges and Returns

- What are your return policies?
You have a 14-day return period after receiving your order. Within this period, you can return unworn and undamaged jewelry.

- Who pays the return costs?
Return shipping costs are your responsibility and vary by shipping company. The average cost is around €4.95 in the Netherlands and around €8.00 in Belgium. Please email us first to receive return instructions.

- Can I exchange an item?
Want to exchange something? Return the item and place a new order for the desired product. This is the fastest way to help us.

- How is my refund processed?
When you return an item, the purchase value of the item will be refunded to your bank account.

- How long does it take to get my money back?
You'll receive a confirmation once we've received your return. We aim to refund your money within 14 business days.

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Product and material

-What material is the jewelry made of?
All our jewelry is made of stainless steel, a high-quality material.

- Are the jewelry nickel-free / hypoallergenic?
Yes, all our jewelry is Nickel-free, making it suitable for most people with sensitive skin. We consciously choose materials that are hypoallergenic and durable.

- Do the jewelry discolor over time?
Our stainless steel jewelry is waterproof and will not tarnish, provided you care for it properly. Click here for more information about our care tips.

Do you use natural stone? Do all the stones look the same?
Yes, our collection includes several types of natural stone charms. Natural stone is a naturally formed material. This means each stone has its own unique color tones and variations in pattern, even if they're cut from the same stone. Therefore, the charm may differ from the photo.