FAQS

Please check the tracking link in your 'order dispatched' email. As we require a signature upon delivery, if it is showing as delivered but you haven’t received it, please check with neighbours or anyone else who may have signed for it on your behalf. If you still can’t locate your order, please contact us and we will look into it as soon as possible.

If you would like to change or cancel your order, please contact us as soon as possible with your order number. If ordered before 13:00 (GMT), our orders are normally sent out the same day so we would need to stop this process as soon as possible. If the order has already shipped, the best thing to do is return the item for a refund once you receive it and then either reorder the item you would like instead or simply do nothing if you just want to cancel the order. We offer free returns.

Yes, we can certainly help. See our Warranty page for more information. If your jewellery has arrived damaged or is broken due to a manufacturing fault, please contact us detailing the order number and the problem and we can take it from there. If your jewellery is broken due to improper use on your part, we won't be able to replace the item, unfortunately.

Not currently, however this is very much a service we are looking to offer in the future. Sign up to receive our newsletters at the bottom of the page to be the first to know when this service is available.

We offer free worldwide shipping.

Yes, we ship worldwide daily. 

We use dedicated couriers to get your order to you as soon as possible. All orders are processed within 1-3 business days (excluding weekends and holidays) after receiving your order confirmation email. Please see our Shipping Policy for our expected shipping times.

It is possible that you will be charged duties and taxes, depending on the country you live in. If you are unsure whether you will be liable for duties and taxes, please contact us and we can look into this for you and provide an estimation. 

As we require a signature upon delivery, we are unable to deliver to PO boxes at this time. If there is going to be an issue with your delivery address, please contact us and we can work out the best option.

Yes. As we courier all of our products due to their high value, a signature is required on delivery. 

Please see our full returns, exchanges and refunds policy. However, in summary, we offer free returns and exchanges for products that are unworn, undamaged and in a resaleable condition. For hygiene reasons, we are unable to accept returns for earrings, unless they are faulty.

Yes, we offer free worldwide returns. However, you will need access to a printer to be able to print the pre-paid returns label we will send you via email.

As soon as we receive your returned order and it has been checked and approved, we will process your refund. Due to bank processing times, this may take up to 10 business days to show up in your account. 

Lab-grown diamonds are chemically and physically identical to mined diamonds so it's extremely difficult to tell them apart by eye. A gemologist wouldn't be able to tell them apart by looking at them as only specialist machines can differentiate between them.

Yes, just as much as mined diamonds! The sparkle of a diamond depends on the stone’s characteristics such as clarity, cut and polish, and lab-grown diamonds are no different.

Lab-grown diamonds are produced in the same way as mined diamonds except the growing phase takes place in a laboratory rather than the Earth, so they do have flaws. However, we choose diamonds with good levels of clarity to try to reduce this - the clarity of each stone is listed in the product information and we have also a breakdown of the clarity ratings. Each one of illi’s lab-grown diamonds is unique and has its own characteristics, as a mined diamond would.

Our founders love and appreciate nature and the Earth. They decided early on that they wanted to create beautiful, fine jewellery but not contribute to further destruction of the planet. Lab-grown diamonds offer the same brilliance, elegance and sophistication as a mined diamond, without the environmental damage. 

There are two primary methods used to create diamonds in a laboratory: CVD (Chemical Vapour Deposition) and HPHT (High Pressure High Temperature). Our diamonds are created using a combination of both. The HPHT method involves the application of high temperatures and pressures to a small seed crystal, while the CVD process ‘grows’ the diamonds from the chemical reaction of distilled carbon gas and a seed crystal. Our lab-grown diamonds are created using the CVD method and are further treated using HTHP to improve the colour.

We only use the finest 14k yellow gold, platinum and sterling silver in our jewellery. All of our metals are 100% recycled - this means that the metals had former lives but have been melted down and reused so that no further metal needs to be mined from the Earth to make our jewellery. 

No. The price of gold is set at the market rate so, recycled or not, the price of gold is the same. 

No. We only use solid gold and platinum so your illi jewellery can be worn in water and during exercise.

Our rhodium-plated sterling silver is plated (in rhodium), but it is suitable to be worn in water and during exercise. Rhodium increases the durability of the sterling silver, which is why we choose to use it for our jewellery.

No, it shouldn't. The shine may reduce slightly from wear, but polishing your jewellery will restore it to its original shine. See our Cleaning & Care Guide.

illi is based in the UK.

Not at this time - for now we are an online store but we may open a store in the future.

Yes. We currently offset the carbon associated with shipping every order but we know we can do more so are looking into how we can become completely carbon neutral. Read more about our responsibility.

Please email press@illifinejewellery.com and we will get back to you as soon as possible. You can also view our Press Area for our press kit.