F.A.Q's

CAN I CHANGE MY ONLINE ORDER AFTER I HAVE PLACED IT?

Unfortunately, once you've placed your order, it is not possible to amend any details, as our warehouse team will have already started processing your order!

If you are unhappy with your purchase once it arrives, you're welcome to email our customer care team who will then advise you on how to return it for a refund or gift voucher. Please refer to our returns policy for more information.

HOW DO I RETURN AN ITEM?

To return your jewelry, please visit our returns page and lodge your return online.
www.lilywhiteaccessories.com/my-account

CAN I EXCHANGE MY GARMENT FOR A DIFFERENT SIZE/STYLE?

We are unable to process exchanges however if you would like another size or style, you are able to re-purchase the garment online and then lodge your unwanted item for a return.

DO YOU RESTOCK?

We do occasionally re-stock styles upon popular demand.

HOW DO I USE A PROMOTIONAL CODE?

Once you've reached the checkout stage, enter your promotional code into our discount bar, enter the correct code and click 'Apply'. If the code is valid, your discount will be applied!

Please note, only one promotion/discount code is redeemable per order.

WHAT IF MY ITEM IS FAULTY?

We aim to provide our customers with products of the highest standard and quality. If you received an item with a manufacturing fault, our Customer Service team will help resolve the problem as fast as possible. Please help us by providing a photo or two showing the defect/fault, which will speed up the returns process. Contact us at info@lilywhiteaccessories.com

HOW LONG DO I HAVE TO RETURN AN ITEM?

We offer a refund for items that are full price and returned to us within 14 days after you have received your order. After the 14 days, please send us an email for any problem you might encounter.

HOW LONG IS DELIVERY?

The chart below lists the estimated delivery timelines for Lily white Accessories

Belgium : 1-2 days                                           
Fr/Luxemburg/Germany/Holland : 3-5 days
Europe : 4-7 days
Rest of the World (USA, Australia, Africa,…) : 15-21 days

I Order My Order will be sent
Between Friday Afternoon and Monday (before 1pm) Monday Afternoon
Between Monday afternoon and Wednesday 1pm Wednseday Afternoon
Between Wednesday Afternoon and Friday 1pm Friday Afternoon

WHAT IF I AM NOT HOME WHEN MY ORDER IS DELIVERED?

We want to ensure your parcel will arrive in great condition and securely so if you are not at home when your package arrives, the Post will leave a card which you just need to take to your local Post office to pick up your parcel, as all deliveries require a signature.

HOW DO I TRACK MY ORDER?

You will receive an email with a tracking number once your parcel has been shipped. Please check your Spam/Junk folder for your tracking email from us as many customers have found that it is treated as spam. If you are still unable to locate this anywhere you are welcome to contact us by emailing info@lilywhiteaccessories.com to receive your tracking number.

To track your order, please go to https://www.post.be/track/ or the website of your national postal service.

WHAT HAPPENS IF MY PARCEL DOESN'T ARRIVE, OR IS LOST IN TRANSIT?

Once your parcels have left our warehouse they are then property of Australia Post. Esther is legally not responsible for lost or damaged goods. However if your parcel does not reach you within our delivery time, we will do all we can to track and find your parcel for you. Contact us at info@lilywhiteaccessories.com

HOW CAN I PAY FOR MY ONLINE PURCHASES?

You can pay by VISA, MASTERCARD or PAYPAL

WHO DO I CONTACT IF I'M HAVING TROUBLE ORDERING ONLINE?

Please feel free to email us info@lilywhiteaccessories.com

JEWELRY CARE

All our jewelry are handmade in our workshop, that is why they might be fragile. We advice your don’t pull them. All our chains and product are brass based with a 1 micron gold plating. Sometimes, due to high level of acidity in the skin, the color of the jewellery might get a litlle bit darker. To return it to its original color, or if you only want to clean it, you can do it with silverware cleaner.

WHAT IF I HAVE NICKEL ALLERGIES ?

Most of our products are Nickel Free. To know exactly which one carries Nickel, please visit the product page.

WEAR AND TEAR

If you damage a jewelry after wearing it, we can repare it within a year after purchased. You would only need to send it back to us. You can follow the instruction on the warranty card delivered with your jewelry. In case of any doubt, feel free to email us on info@lilywhiteaccessories.com

OWNERSHIP AND RISK

Ownership of and risk of damage in the goods passes to you upon delivery at your specified delivery address.

NEED ANY FURTHER HELP?

Our team is always working to improve your experience with online shopping; we would love to hear your feedback and ideas from placing your order to receiving what might be your first Lily White product.

We are also here to provide you with assistance in all aspects of your shopping experience.

So feel free to email us. Email: info@lilywhiteaccessories.com