Return Policy

At Lily Ann Gems, we strive to ensure your complete satisfaction with your gemstone purchase. With this in mind, we offer a comprehensive 30-day return policy from the date of receipt of your item.

To qualify for a return, your gemstone must be in its original condition, unworn and unused, with all tags intact and in the original packaging. Additionally, please retain your proof of purchase, such as a receipt or order confirmation.

Should you have any questions or concerns regarding returns, please don't hesitate to contact our dedicated support team at support@lilyanngems.com. We are here to assist you every step of the way.

Please note that due to the bespoke nature of our gemstone creations, all returns will incur a restocking fee of 20%. This fee is intended to cover the labor associated with resizing and polishing the returned piece. In cases where the gemstone requires extensive cleaning or repair, or if it is in a condition that prevents resale, a higher restocking fee may be applied, depending on the extent of the required work.

Damages and Issues: Upon receiving your order, we kindly ask that you inspect it thoroughly. If you discover any defects, damages, or receive an incorrect item, please notify us immediately. We will promptly evaluate the issue and take appropriate measures to rectify it.

Please be aware that certain items are not eligible for return or exchange, including:

  • Custom or personalized orders
  • Eternity bands made to order
  • Items marked as on sale
  • Items purchased during a sales event

If you wish to exchange your gemstone, a restocking fee of 20% will be deducted from the original purchase amount. Any price difference for the exchange will also be charged to you. This exchange policy must be initiated within 30 days of receiving the gemstone and is limited to one exchange per piece. Please note that the credited amount is non-transferable to future purchases, and the exchange limit stands at one per piece.

We kindly request that you contact us before returning your gemstone to ensure its safe arrival. Customers are responsible for the cost of return shipping, and we highly recommend using a traceable courier service with insurance, as we cannot be held responsible for items lost in transit.

Refunds: Upon receiving and inspecting your return, we will notify you of the approval status for your refund. If approved, the refund will be processed automatically to your original payment method. Please allow time for your bank or credit card company to finalize the refund transaction.

Resizing: At Lily Ann Gems, we understand the importance of a perfect fit, especially when it comes to gemstone jewelry. Therefore, we offer a resizing service to ensure that your gemstone piece fits you comfortably and beautifully.

Resizing Limitations: Gemstone rings can be resized to either increase or decrease by a maximum of one full size. Please note that resizing beyond this range may compromise the integrity and aesthetics of the piece and therefore cannot be accommodated under this policy.

Exceptions: In cases where the gemstone features a shank adorned with full eternity stones, resizing may not be feasible due to the intricate design and setting. Therefore, we are unable to proceed with resizing in such instances. Customers with gemstones falling under this category are encouraged to exchange the gemstone for the correct size, and our customer service team will be delighted to assist you in this process.

In some cases, we may opt to exchange the original gemstone for an identical one in your size instead of resizing, if it would result in a faster turnaround time or preserve the integrity of the design. This exchange applies only to bands that are plain gold and do not feature any stones. As with all our pieces, the exchanged gemstone will be handcrafted from scratch. We will always consult with you if we recommend this option.

Customers are responsible for shipping costs both ways, including any applicable customs fees for international clients.

Please Note: If you selected the "eternity band" style option for your gemstone ring, resizing incurs a $100 fee, as opposed to our standard complimentary service. You will be required to email us to confirm your ring size before we can commence production on your piece.

Repair Information: For repair inquiries, please contact us at support@lilyanngems.com. Before sending your gemstone for repair, here are some important details you should know:

  • Our repair specialists will document the current condition of the gemstone and note any repair work required in an intake form, a copy of which will be shared with you for transparency.
  • Warranty-related repairs, such as stone replacement or resizing, will be carried out without prior approval. However, you may opt out or request approval before commencing any additional repairs beyond warranty coverage.
  • Customers are responsible for shipping costs for both inbound and outbound shipments.
  • Repair timelines typically range from 2-3 weeks upon receipt of the gemstone. Please note that replacement of limited-edition or one-of-a-kind stones is subject to availability; in such cases, we will seek your approval for alternative options.

While gemstone jewelry requires proper care, accidents can happen. Rest assured, all our pieces are backed by a generous lifetime warranty. We stand by our work and are committed to providing exceptional service to you and your gemstone jewelry needs.