Frequently Asked Questions

How do I place an order? 

Our order process is very easy. There are a few simple steps. Pick your item and click on the "Add to cart” tab that appears beside your desired item. You can continue shopping or fill out your billing address details. (make sure all the sections marked with * are filled out or you cannot progress)

Step two – Press the big "Select Address” tab unless you want the item delivered to an address different to your billing address

Step 3- You will be given two payment options credit/Debit card or PayPal. (Please note you may need your 3D secure password if you choose the credit card option)

Step 4 – Click the "I agree to the terms and conditions” box then click on the "proceed to payment page” tab

Step 5- If you have chosen the Credit Card/Debit Card option, the final step will be filling out your card details. If you have chosen the PayPal option you will be taken to the PayPal page to complete your transaction.


If you require any help, do not hesitate to contact us by email on info@lilywho.com We answer all emails within 24 hours

I need assistance to place an order, what should I do ? Give us a call on 00353 (41) 9818803. Or 0419818803 if you are in Ireland and we will place your order over the phone.

Will I pay any extra duty or taxes on my order? Lilywho is an Irish owned Jewellery brand. This means that there will be no additional VAT or customs duties on all orders being delivered to an European country.

How do I use my discount code ? You can use your discount code at the checkout page. Please notice discount codes cannot be used on sale items.

Will I receive a confirmation email? Yes. When we dispatch your order you will receive a confirmation email. ( Please check your spam email )

How can I track my order ? Lilywho will send your tracking number by email when your order is dispatched. You will be able to track your order by clicking the link on your email (Please check your spam email )

How long will my order take to arrive? If you order before 2pm we try and deliver the next day in Ireland. In UK your order should arrive 3 days after your item is shipped. Orders to EU and Rest of the world should arrive 7-10 days after your item is shipped. (All orders are subject to availability. If the item is not available we will email or phone you to let you know the expected delivery date. However if the item is live on the site it should be in stock). Please check our delivery page for more information.

Can I cancel my order? No. We deliver very quickly so it is not possible to cancel. However we are happy to deal with your return just as quickly.

What if my order doesn’t arrive? Don’t panic, Let us know it hasn’t arrived on info@lilywho.com and we will solve the problem immediately.

Will the courier phone me? If you are not at your chosen delivery address, our couriers may attempt to phone you, so please look out for a call! 

If I am not at home what happens my delivery? Our couriers will normally deliver to a family member or neighbour who can sign for the parcel on your behalf.

Do you restock your products ?If the jewellery you want is out of stock, if we are restocking it will usually be available as a pre-order. Pre-order estimated delivery time is described on the item's description.

Do you offer gift cards? Yes, please see link https://lilywho.ie/products/gift-card

Do you accept PayPal? Yes, we accept PayPal as a form of payment. 

What form of payments do you accept ? At the checkout you will be given the option of paying Lilywho with a Credit Card or PayPal. Simply tick your preferred choice to complete your order. You will need to know your 3D secure password!

Do you accept laser? No. we do not accept laser for security reasons

Will my credit card details be saved? No. We use only totally secure PayPal and 3D secure. The Lilywho site is also fully https secure.

How much is the Delivery cost? Lilywho orders under €89 have a €5.95 delivery charge throughout Ireland.

Orders under €89 have a €7.95 delivery charge throughout the UK.

All orders €89 & over have FREE DELIVERY. EU Orders over €85 also have FREE DELIVERY

Orders outside the the EU are FREE, once the order value is over €250. If your order is going outside EU, and has a value less than €250, there is a €20 charge. Sorry!

Do you allow returns or exchanges ? Yes, we offer an exchange or refund if the item/items are returned in perfect condition, totally unworn with all the original packaging. Lilywho reserves the right to refuse all exchanges or refunds requested after 30 days of the order being dispatched. There is no exchange or refund on ear cuffs and earrings and we do not offer refunds on sale items. 

How do I return my order for an exchange or refund? You can post or courier your item to our Returns Department. For your protection, we recommend that you send your return via registered post or a secure and traceable courier who can insure your parcel for loss. Our returns address is: LILYWHO RETURNS, Unit 20, The Mill, Newtown Link Road, Greenhills, Drogheda, Co. Louth, A92CD3D Ireland. For full details on our returns policy please click here (https://lilywho.ie/pages/returns) We offer a no quibbles refund. However don't send us back something you have worn or damaged. We will not accept it back. Your return must be absolutely in pristine condition,  just like when it arrived!

Can I return earrings and ear cuffs? No, Lilywho can not offer exchange or refund on ear cuffs and earrings.

Can I return a personalised jewellery? No, We cannot offer exchanges or refunds if your item has been specially made/adjusted/personalised/engraved to your requirements.

Who pays for my return? You do. We are happy to refund or exchange your item however it’s not our fault if you don’t like it!.

Is there a warranty with Lilywho products? Yes. All Lilywho products are covered under a 6 month warranty, which protects you against all manufacturing fault. (not inc broken chains -broken straps or glass on watches)

What is the difference between Gold and Gold plated? At Lilywho we sell both 9ct Gold and Gold Plated Jewelry.  If you want a piece of Jewellery to last a lifetime, you should choose 9ct gold rather than gold plated. 9ct is hard wearing and is Gold all the way through. It can be polished to look like new in the years to come. Whereas Gold plated Jewellery is a great option if you want the gold look but don't have the budget to buy solid Gold.  We Gold plate our Jewellery on top of sterling silver, so our gold plated items are a similar price to sterling silver.

Will Gold plating come off? We can not gaurantee plating. The level of gold plating on Lilywho items is top class and will last a long time with care, however it is still plating. Gold plating will wear off over time and will be damaged badly by perfumes, chlorine, cleaning dips or any other chemicals. If you want something to last a lifetime, please buy our 9ct or 18ct gold items.

What country is Lilywho based? Lilywho is an Irish Jewellery Brand.

Can I contact you? Yes, by email at info@lilywho.com OR Give us a call on 00353 (41) 9818803