FAQs

Orders

What earring hook options are available?

We offer 4 options: stainless steel hook, sterling silver hook, clip ons and stainless steel hoop(suitable for stretched ears). Please select your desired option for each pair when adding to cart. Click the following link to view more information: Earring Hook Styles

Our earring hooks are typically friendly on the skin, however they may not be suitable for hyper-sensitive and hyper-allergic skin. This includes our stainless steel and sterling silver earrings. Please exercise caution when deciding which hook option is right for you.

Can I cancel my order?

It is possible to cancel an order before the order has been dispatched. It is recommended to contact us at info@lapislily.com as soon as possible after placing an order. Once your order has been fulfilled, cancellations can not be made. 

I made a mistake. How can I change my order or shipping details?

Changing an order or changing shipping details is possible before the order has been fulfilled and dispatched. It is highly advisable to contact us at info@lapislily.com within 24 hours after placing an order. After 24 hours or once your order has been fulfilled, we cannot guarantee that any changes can be made. It may be possible for you to directly contact Australia Post; however we do not take any responsibility once your order has been dispatched.

Shipping and Delivery

What is your shipping policy?

Click the following link to view our complete shipping policy: SHIPPING POLICY

Please note: Australia Post is experiencing significant delays on the deliveries of all domestic and international packages. Please allow an extra 7 business days for domestic orders, and 10-25 business days for international orders. Thank you for your patience.

Can I track my order?

Customers who have selected standard tracked or express shipping will receive an email with a tracking number once it has been dispatched. If you have not received a tracking number with the shipping email, contact us at info@lapislily.com.

PLEASE NOTE: We are not responsible for any packages lost by Australia Post. This is the responsibility of the customer. We recommend tracked shipping for added security for your package. 

Returns and exchanges

What is your returns policy?

Due to hygiene reasons, we do not accept returns or exchanges for a change of mind.

Please contact info@lapislily.com if the product you received is faulty for a refund. Click here for more details on our refund policy