Frequently Asked Questions

 

What is our jewellery made of?

Our fine jewellery pieces are made up of nickel free 925 sterling silver at its core, with 18ct Gold, Rose Gold or Rhodium plating. 

The gemstones used in the settings are specific to each design and will be listed in each product’s details. 

 

How do I take care of my piece?

Made from precious silver metals and plated in rare earth gold and rhodium, we have a few tips on caring for your River Lily jewellery.

To prevent tarnishing, after wearing use the polishing cloth provided to keep it looking fresh. For a deeper clean, use mild soap in warm water for a few minutes, pat dry and finish off with the cloth. No need for harsh jewellery cleaners. 

Stay clear of water sources like pools, showers and steam, hand sanitizers and chemicals. Also it’s best to avoid contact with perfumes, body oils and lotions. Wait until these products are fully absorbed before wearing. All fine jewellery is delicate and must be handled with care. Remove before sleeping, sports or other vigorous activities and place back in the pouch for safe keeping. 

 

Are earrings sold as pairs or singles?

All of our earrings come in pairs unless otherwise stated. 

 

Can I wear it all day everyday?

We always want to make sure you’re able to enjoy and love your new purchase as much as possible and to get the most out of it! But with so many activities throughout the day it’s important to remember that fine jewellery is delicate! What you might wear all day everyday in an office might last 5 mins on your gardening date ;)  We always recommend removing your jewellery before exercising, swimming, gardening, etc., to reduce the risk of wear and tear or accidental damage. 

 

Is it ethically sourced and conflict free?

Yes, at River Lily we have a strict policy to only sell products are proudly conflict free and ethically sourced. 

 

Can I cancel my order?

In the event you no longer wish to have your item and we haven’t sent your order, please contact us immediately for a refund. Unfortunately if your order has been sent, it cannot be cancelled but you can use our returns policy.

 

Can I return or exchange my purchase?

We always know you’ll love your new piece as much as we do but just in case..

There is a 7 day window from time of delivery for all returns and exchanges to be under way. Please make sure you contact us via email with the request and one of our team members will process your request for you. In the event of a faulty or damaged item please see the faulty items section below. Any request for a refund or exchange outside this time frame, will not be accepted. 

We accept exchanges and returns only on unworn items. They should therefore be in brand new condition, with labels and in original packaging. We have the right to refuse an exchange or refund, if the item doesn’t meet the above conditions.

Unfortunately we do not return or exchange earrings, piercing jewellery and hair accessories, due to hygiene regulations. 

For all exchanges and refunds, shipping costs are at the cost of the customer.

Items that are returned are required to have a tracking number. We are not liable for any lost or damaged items due to return shipping. For items with “free shipping” on the original purchase, a $10 shipping fee will be deducted from the refund amount to cover original shipping costs. 

Refunds or exchanges will be settled once the original items have been received  and inspected by our team. Once approved (2-3 business days), we will arrange a new shipment or refund for you.

Exchanges are subjected to stock, if not in stock a refund can be issued. 

 

What do I do if my piece is incorrect or faulty?

If the piece you receive is incorrect, or is faulty upon delivery, we will gladly replace it for you and all shipping costs will be covered. This must be organised as soon as you receive your item and no later than 7 days. We will request photos of the product and will email a form for you to resend the item. Once we have received the product, we will send out the new one straight away.

Faulty goods that are outside the 7 day window fall into the warranty section.