frequently asked questions

• Crafted in 14K or 18K gold.
• Set with natural diamonds, certified lab-grown diamonds, or precious and semi-precious gemstones.
• Chains are adjustable to 16, 17, or 18 inches for versatile wear.
• Select designs may be customised with your stone of choice.

• Orders are placed exclusively online through our secure platform.
• We accept Visa, MasterCard, and Debit.
• Each piece is made to order, reflecting our commitment to craftsmanship over mass production.

• Orders may be cancelled within 24 hours of purchase by contacting Customer Service.
• After this window, production begins and cancellations can no longer be accepted.

Delivery

• All pieces are shipped via FedEx.
• Shipping costs are calculated at checkout and are the responsibility of the customer.
• Delivery requires 4–6 weeks from the date of purchase to allow for careful production and secure transport.

Conditions

• A physical address is required; we do not ship to PO Boxes.
• Customers are responsible for ensuring the accuracy of shipping details. Lily and Kahani Jewellery Ltd. cannot be held responsible for delays, lost parcels, or returns caused by incomplete or incorrect addresses.

International Orders

• Please contact our Customer Service team to confirm whether we are able to ship to your country.
• All duties, taxes, and import fees are the responsibility of the customer.
• Customs inspections and clearance procedures are beyond our control. Delivery time frames do not include any delays that may occur in customs.

At Lily and Kahani, each piece is handcrafted with extraordinary care. To maintain the integrity of our work, we observe the following policy:

• Within Canada: Returns and exchanges are accepted within 30 days of delivery, provided the item is:
  
  • Unworn and in immaculate, original condition.
  • Returned with all original packaging and documentation.
• Custom designs are final sale and cannot be returned or exchanged.
• International Orders (including USA & UK): At this time, we are unable to accommodate returns or exchanges outside of Canada. International purchases are final sale.

Please note: all clients, regardless of location, are protected by our one-year manufacturing warranty.

Every Lily and Kahani piece is created to be cherished for a lifetime. We proudly offer a one-year manufacturing warranty, which covers:

• Stone security and setting integrity.
• Clasps, jump rings, and closures.
• Craftsmanship-related structural concerns.

Exclusions: Our warranty does not cover normal wear and tear, accidental impact, damage caused by improper handling, exposure to harsh chemicals, or any alteration or repair performed outside of Lily and Kahani.

Each piece undergoes a meticulous inspection prior to shipment. Should a concern be discovered, we will inform you immediately and arrange a replacement piece.

To preserve the beauty of your jewellery:

• Remove before showering, swimming, or exercise.
• Keep away from hot water and chemicals.
• Handle chains gently; they are strong yet refined.
• For cleaning, use lukewarm water, mild dish soap, and a soft toothbrush. Dry with a lint-free cloth.
• Avoid ultrasonic or steam cleaners, particularly with black onyx, enamel, or delicate settings.

Our Client Care team is here to assist with any questions or special requests. Please reach us through our contact form. We strive to respond within 2–3 business days.