Terms and Conditions
These terms and conditions govern your use of our website and purchase of goods and services from the site. By continuing to use the frillybylily.co.uk site you are accepting and consenting to these terms and conditions, which may be updated from time to time. A regular visit to this page will ensure that you are made aware of any changes.
Please scroll down for information on the following…
- Contact Information
- Delivery Information
- Returns & Exchanges Policy
- Late and Lost Deliveries
- Feedback and Complaints
- Environmental & Ethical Policy
- Online Security
- Services and Conditions of Use
From the UK: 07932 785 586
From overseas: +44(0)7932 785 586
7 Roach Road,
London E3 2PA
We do have lots of items in stock ready to be dispatched straight away.
Please be sure to pay special attention to the delivery section in each individual item description for the most up to date accurate information.
All FrillyByLily jewellery is hand made in London by Lily herself or London based specialists with decades of experience. Many of the pieces on our website will be made especially for you, often to your exact measurements, so in order to make each piece with extra love and care, we ask For a little bit of extra time.
Some of our finest jewellery pieces, including all 9 and 18ct jewellery will take up to 4-6 weeks to make before it is ready to be dispatched for delivery.
When you reach ‘Checkout’ you will be asked to choose between the following delivery options. Here is some more information regarding each option:
Special Next Day Delivery: £6: If you order before 3pm (Monday – Friday) your item will be posted the same working day for delivery before 1pm the following working day. A signature will be required upon delivery, so please make sure someone will be around.
International Delivery: £10: If you order before 3pm (Monday – Friday) Your item will be posted the next working day via international delivery. It will then arrive between 5 and 10 working days depending on your location. A signature will be required upon delivery, so please make sure someone will be around.
Local Pickup: We are based in Hackney Wick at the address above. Our opening hours are 10am – 6pm Monday to Friday, Please call or text us before you visit to make sure that we are around.
Jewellery is packaged in a branded FrillyByLily foam and Perspex sliding box. The box will be wrapped in jiffy wrap and enclosed in a jiffy envelope.
Returns and Exchanges Policy
Lots of our items are refundable if you are not 100% satisfied.
Please be sure to pay special attention to the returns section in each individual item description for the most up to date accurate information.
Brass, Silver And Gold Plated Items
We are happy to offer a refund on brass, silver and gold plated items unless otherwise stated in the item description.
Solid Gold Items
We regret that solid gold items are non refundable unless faulty.
Made To Order Items
If it is stated in the item description that your item will be made especially for you, we regret that it will be non refundable.
It can be daunting buying jewellery for special occasions online, which is why we invite you to visit us. We are based in Hackney Wick at the address above. Please be sure contact us in advance to make an appointment.
Returning Your Item
If your item is eligible for a refund, please be sure to return it in its original condition within 14 days of receipt.
To return an item to us, please follow these steps:
Contact us to let us know that you would like to return your item. This can be done via telephone on or via email.
The address for returns is above.
Please be sure to include the original packaging and wrap it up securely in bubble wrap and a jiffy bag and post via special delivery.
Please note that earrings are excluded from the refund policy due to hygiene reasons. We are unable to refund or exchange any earrings purchased at frillybylily.co.uk
Engraved items are also non-refundable.
Regrettably, we cannot refund the original postage costs. The only exception being when item is faulty upon receipt.
Returns received outside of the outlined timelines are accepted at the discretion of FrillyByLily.
All refunds of items received in their original condition, will be credited to the customer via the original payment method.
Refunds will be issued within 14 days of receipt of your item at Frilly HQ.
When returning an item from overseas, please be sure to follow the above steps.
If a customs declaration form is required, please be sure to mark the goods as ‘Returned Item’. This should ensure that there are no additional customs fees.
Returning Faulty Goods
In the extremely rare event that goods are delivered faulty or damaged please contact us immediately so that we can arrange a replacement or a refund. If the package looks damaged upon delivery, or it looks like it has been opened, please do not accept it and contact us immediately to arrange a replacement. We will take responsibility for the costs of returning your item(s) and issue a re-delivery.
Faulty/ damaged items will only be accepted for exchange or refund if the jewellery has been delivered to the customer damaged, or if a major fault occurs within 6 months after delivery. All items that are returned as faulty/ damaged will be thoroughly assessed, and any item that is assessed as being a direct result of wear and tear or accidental damage will not be accepted for a refund. We will offer a repairs service for these items. Regrettably, we may need to charge for this service.
If you have received an item of jewellery as a gift, we can offer an exchange or credit note valid for 1 year for an item of the same or greater value.
Please note that the above terms all apply to all exchange and credit note requests.
Online Order Cancellation
If you wish to cancel your order please contact us immediately.
Please note that we will only be able to cancel orders that have not yet been processed.
The above does not affect your statutory rights.
Late and Lost Deliveries
If your item has been delayed, please contact us and we will provide you with a tracking number so that you can locate it.
We cannot refund or replace items until 20 working days after the date of delivery (30 days for international items) – this is when the Royal Mail classes items as ‘lost’.
International delivery – Customs checks can cause delays, which can take up to 2 weeks.
Items not received but tracked as being delivered – Please note that we cannot refund or replace items that are tracked as being delivered. For this reason, we always recommend that you have items delivered to a secure place where somebody you know personally can sign for them.
FrillyByLily cannot take responsibility for items that are lost or delayed by the royal mail.
All orders will be processed at our published website prices, otherwise, in the case of any unexpected change in price, you will be notified and asked if you wish to reconsider. All prices are stated in British Pounds Sterling £GBP. If you are purchasing from overseas, exchange rates and credit card charges may differ from the amount on your credit card statement.
We occasionally offer discount codes (either directly or via other websites). These codes can only be applied to full-price items, and they cannot be used in conjunction with any other offers or discounts.
Feedback and Complaints
We love receiving feedback from our valued customers as it helps us to grow. We will endeavour to respond to all queries and complaints as soon as we can.
To this date, FrillyByLily does not use any cookies on our website. Please check this page from time to time to ensure that you are happy with any changes.
Environmental & Ethical Policy
Sustainability will always been at the forefront of our minds. FrillyByLily was born from Lily’s determination at the age of 23 to rework discarded costume jewellery into wearable contemporary pieces.
Over the years we have learned that it can be impossible to be 100% pure and ethical in everything that we do, but we can make an effort and a commitment to a pledge that we will always be as ethical and sustainable as possible.
Lily designs every piece of FrillyByLily jewellery herself; she makes each piece in silver, by hand at her jewellery bench.
All jewellery is made in small batches by London specialists, ensuring exclusivity, quality and strength. This also means that our carbon footprint is minimal.
As our jewellery is so well made, it means that we are not creating ‘throw away’ fashion, but items that will last generations.
Most of our jewellery is made in silver or gold. By nature silver and gold are 50% recycled on average, as lots of people pawn their old pieces and the metal gets melted down and reused.
If you would like to ensure that your item is made using 100% recycled silver or gold or eco silver/gold, please get in touch, as we would love to take on the challenge.
Ethically sourced stones are available upon customer request, as is recycled Perspex. These items are always subject to availability.
Our company as a whole.
As most of our sales take place online, we do send and receive a lot of post. For this we use Royal Mail.
We use energy saving light bulbs wherever we can, and we always try to recycle as much as we can – especially paper.
Lily herself walks to work every day!
We are often asked to support charity projects and we always do so if we can. This often includes prizes and social media support. We endeavour to support local and international charity as much as we possibly can.
We regularly take on interns and we are conscientious to ensure that they are always learning as much as they can. We often tailor tasks to suit each individual.
We take a very keen interest in sustainability and ethical practice within the UK and international jewellery industries. As the business grows we hope to work more closely with suppliers and encourage transparency across our supply chain as well as the best possible ethical and environmental practice.
This is one of the fundamental aims that drives FrillyByLily and Lily herself will always be passionate about this.
We would genuinely love to hear from you if you can think of ways that we can further improve our practice.
We do not store financial information like credit or debit card numbers at all. We accept payment via bank transfer, Pay Pal and cheque.
We will only add you to our mailing list if you are happy to be added. If you are a newsletter subscriber, you may unsubscribe by following the links at the bottom of our latest newsletter.