FAQ

How do I order?

Choose the styles you want to order, select the quantity, then click 'Add To Cart'. Select 'Check Out' when you have finalized your order and are ready to pay. 

How much are your pieces?

They range from PHP 500 to PHP 7,950 and can be viewed in our shop. 

How do I pay?

You may pay using your Mastercard or Visa credit card through PayMongo or PayPal (having a PayPal account is not required in order to pay), with GCash, or with cash through a BPI or BDO bank deposit or online fund transfer. For GCash, BPI or BDO payments, details will be given after you select your mode of payment at check out and will be emailed to you as well.

International customers can opt for PayMongo or PayPal when paying with a card. 

Do you have a physical store where I can try on your products?

We currently don't have our own brick and mortar store, but we do sell select pieces at Kultura in SM Mall of Asia, SM Makati, SM Aura and Greenhills Mall. These are malls situated in Metro Manila, Philippines.

Where do you ship and how much does shipping cost? Do you ship internationally?

We ship to locations within the Philippines and select countries globally (see list below). Shipping fee within Metro Manila is P100 and P200 for provincial areas in the Philippines. 

To find out the international shipping rate for your country, you may continue to the checkout page and input your address to see the actual shipping fee.

We ship internationally via DHL to the following countries:

Australia, Austria, Belgium, Brunei, Canada, China, Denmark, France, Germany, Greece, Hong Kong, Indonesia, Italy, Japan, Macau, Malaysia, Netherlands, New Zealand, Norway, Portugal, Singapore, South Korea, Spain, Sweden, Switzerland, Taiwan, Thailand, United Kingdom, USA and Vietnam.

How long does it take to deliver my order?

We ship Mondays-Fridays then the package is delivered in 2-3 business days for Metro Manila locations and 3-5 business days for provincial locations. 

International shipments are delivered in 5-8 business days.

Where are your earrings made?

Our products are designed and made in the Philippines. 

What are your earrings made of?

We use a variety of components sourced locally and abroad. We use gold-plated stainless steel, brass, sterling silver, semi-precious stones, fresh water pearls, mother of pearl, wood, glass and crystal beads, and resin.

What are your care instructions?

For non-silver pieces, gently wipe the jewelry with a soft microfiber cloth after every use. Store them in a safe place like in the packaging they come with. Keep your Lilies away from direct sunlight and humidity.  

Avoid having oil, water, sweat, perfume or any harsh chemicals from coming in contact with the metals to minimize the effect of wear. Please expect natural tarnishing over time with wear for gold-plated or brass metals. 

For sterling silver pieces, store them in their original plastic. It is air-tight, which prevents the silver from changing color due to oxidization. Should there be a need to clean the silver, use a silver cloth polisher. Alternatively, baking soda or tooth paste can be mixed with water and rubbed gently on the jewelry piece to wash and clean them. Wipe and polish with a dry cloth after washing and store it back in its air-tight plastic when it is completely dry.

All designs are handmade with care. Likewise, handling them with care is crucial, especially those with fragile components (i.e. shells, mother of pearl, resin, etc).

Can I return an item I ordered?

We require customers to send an "unboxing video" of the package when it is first opened to ensure that the package has not been tampered with. If an unboxing video is not sent or if the package is seen to be opened prior to taking the video, it will be considered dubious and not eligible for return or refund. 

Only defective and unused items offered in our online store, lily.ph, and in their original state can be returned within 7 days of purchase. Customer may choose to have it replaced or refunded in store credit. Items must be returned in their original state with the original packaging intact. The customer is responsible for all shipping fees related to the return.

We do not accept returns or refunds on sale items, LoveFlawed items, or items that are not offered in our online store, lily.ph. 

Can I have an item repaired?

We accept repairs within a year of purchase. Repair costs within a year of purchase are free of charge. For purchases older than 1 year, corresponding repair costs will be calculated after assessment and are charged to the customer. All shipping expenses for repairing items no matter how old are to be shouldered by the customer. 

For items that are irreparable, store credit will be given to the customer.

For LoveFlawed (slightly flawed) pieces that are on sale, these items are not valid for returns, exchanges, refunds or repairs.

Email us at orders@lily.ph with your order number if you would like to have an item repaired or exchanged.

What if my order arrives incomplete or a wrong product was delivered?

Please send an email to orders@lily.ph ASAP within 7 days of receiving your package to report a missing or wrong item delivered. After 7 days from receiving your package we will not accept any complaint of wrong or missing items delivered.

Can I reserve an item that is out of stock?

We do not accept reservations, but you may share with us your email address and we will send you an email right when the item is back in stock. You can do this by clicking on the product you like that is sold out in our shop and clicking the "Notify Me When Available" button right below the "Sold Out" widget.

How do we contact you?

You may send us an email or follow us and send us a message through @lilyjewelry on Instagram.