Frequently Asked Questions

Question: I need assistance to place an order, what should I do?
Answer: You can WhatsApp us on +353 85 129 2265, DM @lilywhoofficial, or email info@lilywho.com and our team will assist you with your order.

Question: Do you have WhatsApp?
Answer: Yes, you can contact us on WhatsApp at +353 85 129 2265 for quick assistance with orders, enquiries, or bespoke jewellery consultations.

Question: Will I pay any extra duty or taxes on my order?
Answer: Lilywho is an Irish owned fine jewellery brand. There are no additional VAT or customs duties on orders delivered within the EU.

Question: How do I use my discount code?
Answer: You can enter your discount code at checkout. Discount codes cannot be used on sale items.

Question: Will I receive a confirmation email?
Answer: Yes. You will receive a confirmation email once your order is dispatched. Please check your spam folder.

Question: How can I track my order?
Answer: We will email your tracking number once your order is dispatched.

Question: How long will my order take to arrive?
Answer: Ireland: next working day if ordered before 2pm. UK: approximately 3 working days. EU and international: 7 to 10 working days after dispatch.

Question: Can I cancel my order?
Answer: Orders can be cancelled if not yet dispatched. Once shipped, we cannot cancel but can assist with returns. Bespoke items like name necklaces, initials etc. are ordered in our workshop straight away so cannot be cancelled.

Question: What if my order doesn’t arrive?
Answer: Contact info@lilywho.com and we will resolve the issue immediately.

Question: What forms of payment do you accept?
Answer: At checkout, you can pay with Credit Card, Debit Card, Klarna, Humm, or PayPal. We also accept Revolut, bank transfer, and cash for certain order amounts. Please contact us if you would like to use these options.

Question: Is there a warranty with Lilywho products?
Answer: Yes. All Lilywho products are covered by a 6 month warranty against manufacturing faults excluding broken chains and general wear and tear. Diamond rings are covered by a 2 year warranty against manufacturing faults.

Question: Can rings be resized?
Answer: Yes, almost all rings can be resized. However, some designs only allow for a 1 to 2 size adjustment depending on structure. It is very important to ensure your ring size is measured correctly at the start.

Question: Do you offer a bespoke jewellery design service?
Answer: Yes, we specialise in bespoke jewellery tailored to your style and budget.

Question: Are lab grown diamonds real diamonds?
Answer: Yes. A diamond is a diamond. Lab grown diamonds are chemically, physically, and optically identical to natural diamonds.

Question: Do diamonds change colour over time?
Answer: No. Diamonds do not change colour over time. Their colour is permanent and will remain exactly the same throughout their lifetime when properly cared for. Diamonds can appear dull, cloudy, and have less sparkle if they become dirty, especially underneath the setting where oils, lotions, and everyday dirt can build up. Regular cleaning will restore their natural sparkle.

Question: What is the difference between lab grown and natural diamonds?
Answer: Natural diamonds form over millions of years within the Earth, while lab grown diamonds are created using advanced technology. Both are real diamonds.

Question: Can I design my own engagement ring?
Answer: Yes. We guide you through the full bespoke process from diamond or gemstone selection to the final design.

Question: How long does bespoke jewellery take to manufacture?
Answer: Typically 3 to 5 weeks depending on design complexity.

Question: How much does bespoke jewellery cost?
Answer: Pricing varies depending on your chosen gemstone, diamond, metal, and design. We offer options across different budgets.

Question: Is bespoke jewellery more expensive?
Answer: Bespoke jewellery can be tailored to suit different price points. However, there are one off costs on bespoke pieces. It generally does not make financial sense to make a bespoke piece in sterling silver.

Question: Do your diamonds come with certification?
Answer: Yes, all our diamonds over 0.30ct come with GIA or IGI certification.

Question: How should I care for my jewellery?
Answer: Store safely, not touching any other jewellery or hard surfaces. Avoid chemicals and perfumes, and clean gently with a soft cloth.

Question: How long does it take to make an engagement ring?
Answer: We have many engagement rings in stock available for immediate delivery. If you prefer a bespoke engagement ring and want to design a bespoke ring, it will take 3-5 weeks. 

Question: Can I book a virtual consultation?
Answer: Yes, you can book a virtual appointment or a showroom appointment on our website. Alternatively, send us a DM @lilywhoofficial or a WhatsApp +353851292265 or email info@lilywho.com