FAQ

How do I clean my ILLY jewelry?
Soak in warm, soapy water for 5–10 minutes, gently brush with a soft toothbrush, then pat dry with a lint‑free cloth.

Which chemicals should I avoid?
Remove jewelry before contact with chlorine, bleach, acetone, or strong perfumes to protect plating and stones.

How should I store my jewelry?
Store each piece in its individual pouch or box, in a cool, dry place away from direct sunlight.

Do you offer polishing or replating services?
Yes—we provide cleaning, polishing, and replating at any showroom or by mail for a nominal fee.

How often should I service my jewelry?
We recommend a maintenance check every 24 months, depending on wear frequency.

What is your return policy?
We accept free returns within 7 days of delivery if items are unworn and in original packaging.

How do I exchange or refund an item?
Contact us via live chat or email with your order number and photos; our team will guide you through the process.

What does the 2‑year warranty cover?
Manufacturing defects—including plating peeling, faulty clasps, and loose settings. Damage from misuse is excluded.

Who pays shipping for warranty claims?

First 30 days: ILLY covers both return and reship fees.

After 30 days exchanges up to 2 years: customer covers return shipping; ILLY covers reship.

Do you offer engraving or custom design?
Yes—personalized engraving and bespoke designs are available; turnaround is 5–14 business days.

Can I choose specific plating or stone options?
Absolutely—contact our styling team to discuss special finishes or gemstone selections.

How can I get one‑on‑one styling advice?
Reach us 24/7 via live chat on our website, call +84 904 026 088, or email support@illyjewelry.com