Frequently Asked Questions – Lillicoco
Here are some answers to the questions that we are most commonly asked here at Lillicoco. Use "Ctrl+F" / "Cmd+F", or the search function in your mobile browser menu 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?
Yes. We are happy to reserve an item for up to 30 days with an upfront, non-refundable deposit of 15%. If this is something that you'd like to arrange then please email us at firstname.lastname@example.org
Do you offer layaway?
Absolutely! We can arrange a flexible payment plan for any piece you wish to purchase over a number of weeks or months. Most customers opt for three equal payments over three months. We set it up on a PayPal invoice, and all of our usual terms apply, although 15% of the invoice total is nonrefundable in case of cancellation or return.
Do you offer credit?
Unfortunately, we're not able to offer a credit facility, interest-free or otherwise.
How is my payment secured?
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. However, we would love to stay in touch by email with your permission!
Does my order come boxed?
All jewellery bought through our website will come beautifully presented in a powder pink Lillicoco box, along with an item information booklet and a free polishing cloth! Our boxes are 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. Orders placed before 1pm will arrive the next working day.
All international orders are delivered by DHL Express. If you are ordering from anywhere other than mainland UK then your item will normally be with you in 2-5 working days.
Can you source something specific for me?
Yes! If you're looking for something specific or unusual then let us know what you need and we'll do our best to source it for you through our network of partners. We have access to the highest quality antique and vintage jewellery which aren't available anywhere online!
Can you value my jewellery for me?
Yes, we work in partnership with clarity valuations for honest and accurate third 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:
1) Checking the style and materials match those used in the era.
2) 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.
3) 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.
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. By doing this we can identify whether an item is Silver, Sterling Silver, 9ct, 14ct, 18ct Gold, Platinum or base metal.
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.
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 made available for sale.
Do you offer resizing?
If you've spotted a ring you love but it's not your size please get in 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.
Who are Lillicoco?
Lillicoco Limited is based at 17-18 Berkeley Square Lillicoco, Square Works, Clifton, Bristol, England, BS8 1HB. Company number 10307096.