Frequently Asked Questions
Can I personalise an item at a later date?
No, David J Lilly does not personalise existing items of jewellery.
Can I have my jewellery item made in solid 9ct gold?
No, we do not work in 9ct gold, only 14ct and 18ct and 24ct Gold Vermeil over sterling silver. If you see a piece of jewellery n any of the collection and you fancy finding out about having a similar piece made in any of the above gold options do get in touch with David directly via his email david@davidjlilly.com and he’ll be get back to you with a quote.
It’s also a good idea at that time to let David know if you have a deadline to meet for purchasing this item.
David normally replies to emails within 72 hours during the working week.
I need an item urgently, what can I do?
If an item is required urgently, please give us a call on +447796-144180 and we’ll let you know how quickly we can expedite the order. Please note we will not respond to phone messages during the evenings or at weekends.
Do you accept bespoke commissions/adaptions of current designs?
Yes, we sometimes accept bespoke commissions at certain times of the year. Pre Christmas, Valentine’s Day, Mother’s Day is less likely but feel free to email or call us to chat about your ideas. Call us on +447796-144180 or email help@davidjlilly.com.
How long will a personalised item of jewellery order take?
Our products are handmade therefore depending on the design, production times vary. Please call us to chat about your needs. Call us on +447796-144180 or if you prefer email help@davidjlilly.com.
My item has not arrived WHEN I EXPECTED IT, what should I do?
Once an order has been dispatched via Royal Mail you should receive a confirmation shipping email. Your order can be tracked here royalmail.com. If the item is not received by the confirmed date, please check with the local depot. Very occasionally items may be delayed by postal services, particularly during peak times such as Christmas, Valentine’s Day etc. Please be assured we will dispatch the item in time but obviously have no control or are able to influence the postal system in any way. Please be patient if this is the case and keep tracking the item via the Royal Mail website.
Can't find the answer to your question? Check out our delivery information page
Can I cancel an order?
Once an order is placed online it will proceed swiftly though our workshop. We usually require you to get in touch within a few hours of ordering if you wish to cancel - especially during the busy times of year. We advise that cancellations should be made before the order enters the workshop, so get in touch asap.
Can I return/exchange my item?
Goods that are personalised, bespoke or made-to-order to your specific requirements are non-refundable, unless faulty or damaged in transit. All other items can be returned if they are in their original packaging within 30 days.
My order has arrived, but it is faulty, what do I need to do?
All our handmade pieces of jewellery pass through stringent quality control. Should your purchase be faulty, and we’ve not picked that up, please let us know within 5 working days of receipt.
Where is the Hallmark?
All our jewellery items that weight above the required limit of 7.8 grams are set to the London Assay Office hallmarked there. The silver we use is 925 sterling, so you can feel assured that the silver we use is of the highest quality. All solid gold and gold vermeil items are also hallmarked and certified by the Assay Office. The hallmark should be found on the inside of the ring shank, back of a pendant or brooch and in a discreet area of an earring. It can be very very small, less that 1mm high and 7mm long, so you might need a magnifier to see it. Our hallmarks are applied by laser, so they are very shallow.
Can't find the answer to your question? Check out our returns information page.
I have ordered the wrong size ring can this be altered?
We’re more than happy to see if we can rectify the size here in our workshop. Our jeweller will need to see an image of your item, so please email your images and instructions for rework to help@davidjlilly.com and we will get back to you with a quote.
The black finish has worn off my item, can it be re-applied?
The black finish is referred to as oxidation. It is a very fine finish on the silver and will wear off over time. We can reapply it for you at no charge if you wish, or you can buy Liver or Sulphur online and apply it yourself. If you dec ide to do the former drop us an email at help@davidjlilly.com or if you decide to do the latter, please ensure you follow the instruction on the product you buy completely.
The gold plate (vermeil) on my item has worn off, what can I do?
If the gold plating on your piece of jewellery has started to wear off and it was purchased more than three months ago, unfortunately this can be the nature of gold plating. We advise that gold-plating is a finish, and this can wear away over time. It can be affected by elements such as exposure to water, heat, chlorine, chemicals found in body products/perfumes etc. and different skin types. We are happy to re-plate gold plated items if the gold has worn away within the first three months of purchasing however beyond this time there is a £20 re-plating charge.
Please email help@davidjlilly.com about the re-plating service or if the item was purchased less than three months ago.
My silver item has begun to tarnish, what can I do?
Unfortunately, silver can be affected by elements such as exposure to water, heat, chlorine, chemicals found in body products/perfumes etc. and different skin types. Please follow the ‘caring for silver jewellery’ instructions on the jewellery maintenance