Once you’ve completed your order, our system will automatically send you a confirmation email.

Please allow 1-2 business days (2-4 business days during peak and sales season) to prepare your order.

Once you’ve shipped your order, we will send you an email with a tracking number.

In some cases, our confirmation and shipping email may be sent to your spam mailbox. Please check all of your mailboxes

If you don’t receive a confirmation email 10 minutes after you’ve completed the purchase, please contact cs@lizzieandfriends.com

Once you’ve placed an order, it takes at least 1 business day for the product to be dispatched. (Our order may need 1-2 more business day to leave our warehouse during peak season), after that your order will be handled by our shipping partners

Once it’s shipped, we will send you an email with your tracking number

The delivery time depends on the different services you choose. Please kindly refer to our Shipping page for the details

You can change and cancel your order within 5 minutes from when you placed your order. 

We start preparing your order right away so please check your order.

We can’t amend your order after the 5 minute time. We apologise in advance.

The contact email for enquiry is cs@lizzieandfriends.com

At this stage, because of our already competitive prices of our products, we cannot offer free return/exchange for our products.

You can return the item(s) within 7 days of receiving the item(s)

If you would like a return/exchange, you are subject to any shipping expenses. We do not provide any pre-paid shipping labels for return/exchange.

For exchange, you are also responsible for the extra shipping cost to ship your new choice of item to you. The charge will be based on the shipping cost of your destination (based on the information on our Shipping Info page). Please send us an email at cs@lizzieandfriends.com for enquiry.

We are not responsible for any duties, taxes, and any items lost in transit during the return/exchange

All of our orders are shipped from our warehouse in Hong Kong SAR.

For Standard Shipping, we deliver with DHL Globalmail, which delivers in-partner with the local Postal Service of your area (USPS, Canada Post, AUSPOST, Singpost, etc).

We also deliver with DHL Express, UPS and Skynet Worldwide

The delivery times are stated in the Shipping Page. Please refer to that page for the delivery time for your destination.

Please note that the delivery times stated in this website are provided by the couriers. Once we ship the product(s) out, we cannot control the actual delivery time. If you have any questions, contact the couriers with your tracking number for the most immediate help.

We can deliver such package again, but the customer(s) will be responsible for the shipping cost of the first time when we shipped the package, as well as the cost for re-shipping. The charge will be based on the shipping cost of your destination (based on the information on our Shipping Info page). If your order is eligible for free Standard Shipping, we will charge USD $6 per item for the shipping from your order.

If you don’t need us to re-ship it to you, the customer will be responsible for the shipping cost when we first shipped your package (based on the information on our Shipping Info page). We will deduct the shipping cost from your order. If your order is eligible for free Standard Shipping, we will deduct USD $6 per item for the shipping from your order. If you paid extra for Express Shipping, we will also deduct that shipping cost from your order.

It is important that you have the full, complete address on your shipping information (ex. The unit/apt number, building number, block number, etc)

In case of an incomplete address information, the courier is not able to deliver your package and will return the package to us.

We can deliver such package again, but the customer(s) will be responsible for the shipping cost of the first time when we shipped the package, as well as the cost for re-shipping. The charge will be based on the shipping cost of your destination (based on the information on our Shipping Info page). If your order is eligible for free Standard Shipping, we will charge USD $6 per item for the shipping from your order.

If you don’t need us to re-ship it to you, the customer will be responsible for the shipping cost when we first shipped your package (based on the information on our Shipping Info page). We will deduct the shipping cost from your order. If your order is eligible for free Standard Shipping, we will deduct USD $6 per item for the shipping from your order. If you paid extra for Express Shipping, we will also deduct that shipping cost from your order. 

Please send us an email at cs@lizzieandfriends.com for enquiry.

Lizzie & Friends is not responsible for items that are lost by the mail carrier or by any shipping service.

We will send you a tracking link provided by the delivery courier. When the link shows that the package has been delivered to the shipping address that you had provided at checkout, we are not responsible if that package is lost or stolen after delivery. 

In the extremely rare case in which your package is lost in transit by the delivery courier. Please contact the delivery company directly for the most immediate help 

(For Standard Shipping, the courier is your local postal service. ie. USPS, CanadaPost, AUSPOST, Singpost, etc)

(For Express Shipping, the courier is DHL Express or UPS)

Shipping from our warehouse in Hong Kong SAR, taxes and duties fee for delivery are excluded in most major countries and destinations in; however, based on your location, taxes and duties may apply. Lizzie & Friends is not responsible for any taxes and duties.

Please don’t expose the jewel piece to water, heat and/or corrosive substance

Choking Hazards. Keep away from children under 3 years old

Depending on your use, what you wear it with, and the jewel’s reaction to different people’s body oil, please polish the jewel with a cloth occasionally to better preserve the jewel and to prevent possible fading and tarnish. Lizzie & Friends is not responsible for any return/exchange under this circumstance. 

Different people’s skins react differently to the piece. If you can develop allergy to jewellery, please check before purchasing. Lizzie & Friends is not responsible for any return/exchange under this circumstance.