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FAQ

We have tried with this page to answer the questions that we are most commonly asked. Use "Ctrl+F" on a PC, or "Cmd+F" on a Mac, or the search function in the browser menu on a mobile device to find a keyword on this page and jump to the right place.

If you can't find the answer you are looking for then you can find our contact details here. Please give us a call and we'd be happy to help!

 

What are my payment options?

We accept payment directly by credit and debit card as well as Paypal.  If you wish to make a payment via direct bank transfer (BACS) then please contact us by email.

For private viewings we are happy to accept cash payments of up to £1,000. 

 

Can you reserve an item for me?

We are happy to hold items of over £250 in value in reserve for up to 3 months. To reserve an item we take an upfront, non-refundable deposit of 30%.  You decide when to pay the remaining balance anytime within 3 months and we'll ship your item immediately afterwards.  If this is something that you'd like to arrange then please email us at enquiries@lillicoco.com

 

Do you offer interest free credit?

Unfortunately we're not able to offer interest free credit.

 

Is my payment secure?

All card payments are processed through Shopify Payments (powered by Stripe) which keeps your details safe and secure. We don't ever have access to your Credit or Debit card details.

If you choose to pay with PayPal then you can read about their security here

 

What happens to my personal information?

To process your order we are privy to some of your personal information such as your name, address, telephone number and email address. We will only use this information  to ensure your item is delivered safely to your door, and will never share it with any third parties.

 

Does my order come boxed?

All jewellery bought through our website will come beautifully presented in a powder pink Lillicoco box.  Our boxes are also made from 100% recycled paper!

 

When will my item arrive?

See here for our deliveries page.

All deliveries within mainland UK are sent by guaranteed special delivery completely free of charge. Your item will arrive within 2 working days of you placing your order, normally by 1pm.

If you need your item the very next day please contact us prior to making a payment to ensure we can make this happen!

If you are ordering from anywhere other than mainland UK )for instance Europe or the USA) then your item will normally be with you in 5-7 working days.

We are happy to offer Express UK & Express Global delivery options if you need your item in a hurry.

 

Can you source something specific for me?

Yes, have a look at this page for more information.

 

Can you value my jewellery for me?

Yes, we work in partnership with clarity valuations for honest and accurate 3rd party valuations. See here for more information.

 

How can I be sure my item is genuine?

All items are inspected thoroughly before being put up for sale. There are a number of checks that we complete including but not limited to:

i) Checking the style and materials match those used within the said Era. 

ii) Checking hallmarks. Hallmarks tell us a lot about items for instance where something was Assayed, which metals were used (ie Gold, Silver, Platinum), the purity of the metal (ie 925 Sterling Silver or 18ct Gold), & the date the item was Assayed which indicates the item's age.

iii) Checking the condition. We check for any damage to the item prior to sale; for instance scuffs, dings, missing or loose stones. We always clearly state any damage or cause for future repair clearly in the item description,as well as any piece of the item know to be or suspect to be non-original.

iv) We buy items on good faith from reputable jewellery dealers. In any instance where we are not 100% certain of the Material used in the item a series of tests are conducted which identify the metal. For instance we can identify whether an item is Silver, Sterling Silver, 9ct, 14ct, 18ct Gold, Platinum or base metal easily. 

v) All our Diamonds are genuine earth-mined Diamonds unless clearly stated otherwise.

 If it is a synthetic or simulated Diamond we will make this very clear to our customers.

vi) In the event there is any doubt over the provenance or dating of an item the said item will always be referred to an independent jewellery valuer prior to the item being out up for sale.  

 

I like a ring on your website but it's not my size!

If you've spotted a ring you love but it's not your size please get on touch so we can talk you through your options.

We are happy to give our expert opinion on whether a specific ring can be sized or not, and how many sizes it can be altered. It's useful at this stage for us to know your ring size. 

We do offer a quick and easy re-sizing service if you should need it, but we would always recommend viewing the ring before committing to any work being done on it.

Please note we do not offer any returns or exchanges on rings we have had re-sized at your request, nor do we accept refunds or exchanges of rings sold that have been re-sized or altered in any way by third parties.

Estimates for re-sizings are based on case by case basis as the cost will differ depending on the material and work to do done. 

Please note in some instances a ring is not suitable for re-sizing due to its construction or age, and we may recommend against re-sizing to safeguard a rings structural & stylistic integrity.

 

I've bought the wrong ring size!

If you've bought a ring that does not fit you we would recommend taking it to a reputable jeweller. They will be able to advise you on whether the item can be sized to fit you correctly. Sizing is always best done when an experienced jeweller and the customer can have a face to face meeting, so that the jeweller may complete a professional ring fitting. 

    If the item cannot be sized, or you wish to return it please do so within 14 working days for a full refund.