Frequently Asked Questions

Ordering & Products

What is EdenLily?

EdenLily creates custom laser-engraved jewellery — necklaces, bracelets, bangles, rings and more — each personalised with your chosen text, dates or images. Every piece can optionally include a QR code that links to a private digital memory page where you can store photos, messages and milestones.

What metals are available?

We currently offer pieces in Sterling Silver (925) and Stainless Steel. Availability varies by product — check the product page for specific options.

Can I personalise my jewellery?

Absolutely! Most items can be engraved with names, dates, short messages, coordinates or small images. You can preview your engraving in real time on the product page before adding to cart.

How do I know what size to order?

Each product page includes a size guide. For rings we use standard UK letter sizes; for necklaces and bracelets we list chain lengths in centimetres. If you are unsure, contact us and we will help you choose.

Can I order without personalisation?

Some products are available as blank (un-engraved) pieces. Where personalisation is required it will be clearly marked on the product page.

Do you offer gift wrapping?

Every EdenLily order ships in our signature branded packaging, ready to gift. We do not currently offer additional premium gift-wrap options, but this may change in the future.

QR Memory Pages

What is a QR memory page?

A QR memory page is a private online page linked to the QR code engraved on your jewellery. Scanning the code with any smartphone opens the page where you (or a loved one) can view and upload photos, add events and milestones, and share memories.

How do I set up my QR memory page?

After your order is delivered, scan the QR code on your jewellery. You will be guided through a simple setup process to claim the page, set a name and optional PIN, and start adding content.

Is my memory page private?

Yes. By default, memory pages are private and only accessible to people who scan the physical QR code. You can optionally add a PIN for an extra layer of security. See our QR Storage Policy for full details.

How many photos can I upload?

Free accounts include a generous photo quota. If you need more storage, you can upgrade to our Gold plan for expanded capacity and additional features.

Can someone else add photos to my page?

If they can scan the QR code and know the PIN (if set), they can view the page. Only the page owner (the person who claimed it) can upload, edit or delete content.

What happens if I lose my jewellery?

Your memory page data is stored securely in the cloud and remains accessible via your EdenLily account. If you lose the physical item, contact us and we can help you re-link your page to a replacement piece.

Shipping & Delivery

Where do you ship to?

We ship across the United Kingdom and to most international destinations. Shipping costs and estimated delivery times are calculated at checkout based on your address.

How long does delivery take?

Because each piece is custom-made, please allow 5–10 working days for production. After dispatch, UK deliveries typically arrive within 2–3 working days; international orders may take 5–14 working days depending on the destination and customs processing.

How much does shipping cost?

UK standard shipping is available from £3.99. International rates vary by destination and are displayed at checkout before you pay. Free shipping promotions may apply — check the banner at the top of the site.

Will I receive a tracking number?

Yes. Once your order is dispatched you will receive an email with your tracking number and a link to follow your parcel.

Do I need to pay customs duties on international orders?

Orders shipped outside the UK may be subject to import duties, taxes or customs fees imposed by the destination country. These charges are the responsibility of the recipient and are not included in our prices.

Payments

What payment methods do you accept?

We accept all major credit and debit cards (Visa, Mastercard, American Express) as well as Apple Pay and Google Pay through our secure payment provider.

Is my payment information secure?

Yes. All payments are processed through PCI-compliant payment providers. We never store your full card details on our servers.

Can I pay in instalments?

We do not currently offer instalment or buy-now-pay-later options, but we are exploring this for the future.

Returns & Exchanges

Can I return my order?

Because every piece is custom-made and personalised, we are unable to accept returns unless the item is faulty or significantly not as described. Please review our full Returns & Refunds Policy for details.

What if my item arrives damaged?

If your jewellery arrives damaged or defective, please contact us within 14 days of delivery with photos of the issue. We will arrange a replacement or refund at no extra cost.

Can I cancel my order?

You may cancel within 24 hours of placing your order provided production has not yet started. After that window, cancellations may not be possible as your item will already be in production. Contact us as soon as possible if you need to cancel.

Account & Privacy

Do I need an account to order?

You can check out as a guest. However, creating an account lets you track orders, manage your QR memory pages, and upgrade to Gold storage. After a guest checkout, you can upgrade your temporary account to a full account on the order confirmation page.

How do I reset my password?

Click Forgot Password on the login page and we will email you a reset link.

How is my data used?

We only use your data to fulfil orders and provide the memory-page service. We never sell your information. Full details are in our Privacy Policy.

Still Have Questions?

If you cannot find the answer you are looking for, please get in touch — we are always happy to help.