FREQUENTLY ASKED QUESTIONS
How do I determine the size of a bracelet?
Rock Lily Collection bracelets are hand-crafted by our master artisans. To ensure the best fit, please follow our Measurement Guide using a flexible tape measure for accuracy.
PROCESSING AND DELIVERY TIMES
Please be advised any time when you purchase from Rock Lily Collection you charged a 100% of the total price of the item(s) at checkout. Once you receive the email confirmation about your issue, that it is ready to be shipped, we will send tracking number via email.
Please note we do not accept checks or money orders. For your security, please do not include your credit card number in any email communication. If you would like to cancel or make some changes and orders delivered within the U.S., please email us … immediately. Any orders that Shipped from Rock Lily Collection cannot be canceled or modified. Particular order and made-to-order products cannot withdraw, returned or exchanged.
We give 30days manufacturing warranty on all Rock Lily Collection items
Rock Lily Collection firmly stands behind the quality of the product that you bought and warranty that all jewelry will be free from any manufacturing defects upon the delivery.
Please be advised Rock Lily Collection warranty is void if accident, alteration negligence have damaged the jewelry, unauthorized service or other factors not due to defects in material or craft. All Rock Lily Collection jewelry sent back under warranty must include invoice, warranty card or original order number.
Leather pieces: All leather products from Rock Lily Collection made of natural lambskin leather ( Nappa ). Please avoid contact with water, intense heat or light, household cleaning substances, chlorine, fragrances, oils, sweat, and lotions. Be advised this warranty is void if the leather jewelry has damaged by any of the above-stated substances.
Gemstones. All our gems are 100% genuine. Each Rock Lily Collection piece is unique, therefor gemstones and pearls may vary in shape, size, and color. Inclusions in gemstones may be visible and are considered a part of their natural beauty. Colors of gems may vary slightly due to the color calibration of each monitor.
Rock Lily Collection jewelry can customize upon request with any desired gemstones, corals and pearls. To request any customization, please email us Rock Lily Collection item name, style number, and your custom request. After that, you receive an email from our design team with a quote for your customized jewelry design. Shortly your approval and payment, we will start the production process for your piece(s) which takes around 4 to 8 weeks. Please allow additional 1-5 working days for FedEx Express shipping within the US.
Please note there is no returns or exchanges on any customized jewelry by Rock Lily Collection.
CARE AND REPAIR
All repairs handled on a case-by-case basis. Charges that assessed once the Rock Lily Collection item is received and visually evaluated by the Rock Lily Collection Repair Representative, after which we will contact you with the price estimate for your repair. Please be confirmed this process may take up to 1 week after Rock Lily Collection receives your item.
Before returning any product to Rock Lily Collection for repair, please the first contact us by providing your order information, a short description of the repair issue along with photographs of the item to our Customer Service team by email.
What if I lost a piece and needed a match remade
If you have a single earring or stone piece that requires a match made, please contact the Rock Lily Collection team to confirm we can duplicate the piece you require for a match. Once your order is established, and payment received, we will recreate your piece to match as closest as possible. Please note that if your Jewelry has been no longer on production from the Rock Lily Collection line, we may suggest a replacement piece of similar value from our current collection.
How long time the repair service should be?
Please note repairs may take up to 1 to 3 business weeks from the date our service center receives your item if all needed materials for your Jewelry are in stock and available. You will be contacted by via email once repairs specialist has evaluated your Rock Lily Collection jewelry.
What is the repair process?
After Rock Lily Collection repair team evaluates your item, you will be notified you with an estimate for approval. First, ones you approve the assessment, you will be sent an invoice and contacted for payment. All warranty repairs will automatically process unless we have some additional suggestions that will require your approval. Please refer to Rock Lily Collection warranty policy to determine what repairs covered. Once your restoration completed, we will contact you with a tracking number. Please allow around one business week before receiving your jewelry.
What if I decide refused to proceed repair jewelry?
Could you decide not to proceed with a repair once we have received your piece, there will be a shipping and handling fee of $20 for returning your item.
Caring for Your Jewelry
Rock Lily Collection jewelry exceptionally well crafted and if cared for properly can be enjoyed for a lifetime. Over time, air pollutants, dust, perspiration, perfumes, and other natural elements can dull the appearance of gemstones or precious metals. Because of this, it is advisable to wipe down your jewelry with a cotton cloth after each wear.
Rock Lily Jewelry and gems may become dull over time from air pollutants, dust, perspiration, perfumes, and other natural elements. Below are some tips for maintaining your pieces.
It is important to know that all gemstones that used in our jewelry can chip, scratch, or abrade under the right circumstances. Please avoid wearing any jewelry while doing any physical labor, including housework. Jewelry should be taken off before strenuous activity or during times when it might be subjected to being knocked, bumped or excessive friction.
For most gemstones, it is best to clean them using only, mild dishwashing soap with water. However, due to the fragile nature of rubies and emeralds, they should just be cleaned by using a dry cotton cloth - diluted dishwashing soap should never used. When not in use, always store your Rock Lily Collection jewelry in the pouch you received when purchased. To prevent excessive tarnishing and scratching store each piece of gemstone jewelry separately in its storage and wrap in protecting materials.
Cleaning Silver Jewelry
Please note that sterling silver naturally tarnishes in the presence of everyday, everyday items that contain sulfur, such as leather, rubber, chlorine, and perspiration. Elements like salt water and air pollutants are other elements to be mindful of. Regular wear of your Rock Lily Collection sterling silver can also help prevent tarnishing—we recommend that you enjoy and wear your Rock Lily Collection jewelry every day. When you do not wear or use your jewelry, store it in wrap protecting materials or in its original packaging.
For heavier tarnish, wash your silver jewelry with warm water and mild soap. Never use anything but a clean, cotton or flannel cloth. If more thorough cleaning is required, we advise you to see an authorized jeweler to clean your pieces to restore them to a like-new condition. Having your jewelry professionally cleaned once a year recommended.
Cleaning Jewelry with Organic and Opaque Gemstones
When cleaning organic or opaque gemstones such as pearls, opals, coral, turquoise, and lapis lazuli, ultrasonic cleaners or chemicals (including bleach or ammonia) should never be used. All gemstones should only be wiped clean with a damp cloth. It is very important to avoid contact of gems with; hairspray, lotions, and perfumes, which can be absorbed over time, causing discoloration.
All natural pearls require proper care to retain their beauty and luster. To preserve the natural luster of pearls they should keep away from chemicals such as perfumes, cosmetics, perspiration, chlorine, vinegar, ammonia, and dirt. We recommend you put them on last, to avoid contact with hair products and perfume. Please do not wear pearls when exercising to protect them from perspiration. Any time after wearing pearls, gently wipe them with a slightly damp cloth. It is recommended to wash pearls occasionally with mild soap (not detergent) and a soft cloth. Use clean water to rinse and wrap them in a thin, damp cotton towel to dry.
Keep your pearls in the storage pouch provided by Rock Lily Collection and stored away from other objects to prevent scratches. Pearls cannot be stored in an airtight package such as a plastic bag as they need air and humidity. Please make sure the environment is not too dry, or the pearls may crack.
Rock Lily Collection should only cleaned with diluted mild dish soap and warm water. Please be advised that using any other method, including but not limited to ultrasonic cleaners, steamers or other " home jewelry cleaning chemicals" (including bleach, ammonia, baking soda and aluminum foil) may damage the gemstones.
To prevent Rock Lily Collection jewelry with leather from fading and discoloring, please avoid contact with water, fragrances, oils, and lotions. If the leather exposed to an irritant or liquid, gently wipe and let dry naturally. Our natural leather is sensitive to sunlight and heat and heat and might fade.
All Rock Lily Collection leather products made with artisan-quality European Leather. Leather color variations and marks occur in even the most premium and luxurious hides; these are natural and add to the distinction of each piece. Rock Lily Collection is using real lambskin leather because only genuine leather is getting more beautiful by wearing it.