Frequently Asked Questions

Check most frequently asked questions here, if you still need help then please contact us at support@lillyds.com

Wholesale Questions

We have been in business for over a decade and have had the best customers a business could ever ask for. Business was doing very good and we were growing year over year until Covid-19 hit. Like so many other businesses we got hit hard. Designers cold no longer do shows and events and our retailers were hurting just as bad as we were. The global supply chain was devastated and with that many of our manufacturers closed or had to raise our rates to stay open. Additionally, the shipping costs for us to bring our items into the USA went up by over 60% on the majority of our items. We did our best to keep our doors open under our existing business model and in February 2022 we were forced to take a deep hard look at our business. After a lot of research and hard work we knew we had three choices. One, just close the business which we really thought about for second. Two, pass the increased costs to our customers but we knew we'd just price ourselves out of business eventually. Three, we could make substantial cost reductions in things like warehousing space, owner compensations, advertising & marketing, etc... We have chose option three and after a lot of hard work we think this is not only the best option for us but if our customers can plan ahead a little more it will certainly benefit them. Hopefully you agree!

No. The whole point of our wholesale program is to offer the best discounts daily and upfront. This way you are not waiting around for a sale or trying to keep up with points. Your discounts are consistent straight forward.
* Important Note *
The app we use for wholesale discounts generates a discount code (coupon) that is automatically used at checkout. Please do not delete this code. Please do not try to enter a code in the discount code box or you will have to rebuild your order. Below is an example of the coupon code to not delete.

Image Example

Free Shipping- Let's be honest here. Shipping is never really free unless it's based on a decent dollar amount. In other words, shops (not all) that offer free shipping for lets say $35+ usually have the cost of shipping built into their product prices. Where they make a killing is on the orders less than $35 because those people are paying the inflated prices plus shipping. At the end of the day it's usually a bunch of smoke and mirrors when it comes to free shipping offers. However, When you see a company saying come spend $150 with us and we'll pay for shipping, you are most likely not paying inflated product costs, they're just saying they're willing to make less profit on the sale because you are buying enough that they can sacrifice the margins a little. In fact, that's what we're doing =) Introducing, no bologna, flat rate and free shipping!

Shipping is now based on order value and gets cheaper the more you spend. Below is our new rates.
Order Value:
$1 to $19.99- $4.95 1st Class or $8.95 for Priority, $34 Express USPS (1-2 Days)
$20 to $34.99- $6.95 Flat Rate USPS Priority, $32 Express USPS (1-2 Days)
$35 to $49.99 $5.95 Flat Rate USPS Priority, $29 Express USPS (1-2 Days)
$50 to $99.99 $4.95 Flat Rate USPS Priority, $29 Express USPS (1-2 Days)
$100 to $149.99 $3.95 Flat Rate USPS Priority, $29 Express USPS (1-2 Days)
$150+ Free USPS Priority, $25 Express USPS (1-2 Days)
* If you choose Express and your order is to large to fit in the Express envelope we will contact you right away to discuss your options.

Our Wholesale Only is open to the public. All you have to do is meet the minimum order quantity (MOQ) for each item you order. In general the minimum order quantity for each item is as follows:
-Pendant Trays (Blank settings) 25 pieces per color.
- Chains & Necklaces are 25 pieces per color.
- Glass Cabochons are 20 pieces per size.
- Glues & Glazes vary by product so see listing.
- Bracelets & Rings vary by product so see listing.

It's really quite simple. Your discounts are based on volume across each product and not each variant. Please read below.

* On settings (trays) and chains & Necklaces you receive the discount across each item rather than just one color. For instance, trays & chains are sold in multiples of 25 per color. Let's say you want to buy a bunch of 18" oval link chains. If you buy one 25 pack in silver you get a 3% discount but if you buy 3 more 25 packs in any other color you'll now get 100 18" chains at the 10% wholesale discount. If you buy a total of 250 18" oval link chains (any color combo) you qualify for the 20% off rate. In other words, the discount you get is based on each item.
** The minimum per color is 25 pieces. Please do not select a certain color of 25 and then give us a breakdown of 4 of this color, 6 of that color, etc.. You will be redirected here.

* On glass the discount applies to each size and shape. So if you order 100 25mm round cabs (4 25 packs) you get the 10% discount on them and if you add 25 30mm round cabs (1 25 pack) you get the 3% discount on those.

If this is confusing we advise you play with your cart by adding and subtracting items. This model could change down the road but we think using discounts across the product and not each variant is best for our customers.

We're sorry but we can not 🤔 Our new Wholesale Only program requires our us to pay extra costs to our manufacturer to send most items in multiples of 25. This helps us reduce the cost of hand counting each order which helps us keeps prices steady. If you are an existing customer and have a one-off special need please contact us at Email and let us know.

In general, we take off any day that the post office is not running. There will be a few days a year where we shut down to do an inventory count but we will announce that via our newsletter.  

This is one of the biggest changes in our transition to a Wholesale Only company. In the past if we were out of an item we would send everything we have in stock and then the rest as soon as it arrives. However, now under most circumstances we can no longer do that. The cost of postage to send a second shipment (after your initial shipment) has increased so much that it's just not feasible any longer. If we are out of an item that you order we will contact you and here are your options:
1. Wait for your out of stock items to come in and we'll send the entire order then. We'll give you an estimate on how long that will be.
2. Substitute for another item. We'll email you with some options that may be similar or close to the item(s) out of stock.
3. Refund. Just let us know and we'll simply refund you for the items we're out of.

Pricing

It's really quite simple. Your discounts are based on volume across each product and not each variant. Please read below.

On settings (trays) and chains & Necklaces you receive the discount across each item rather than just one color. For instance, trays & chains are sold in multiples of 25. Let's say you want to buy a bunch of 18" oval link chains. If you buy one 25 pack in silver you get a 3% discount but if you buy 3 more 25 packs in any other color you'll now get 100 18" chains at the 10% wholesale discount. If you buy a total of 250 18" oval link chains (any color combo) you qualify for the 20% off rate. In other words, the discount you get is based on each item.

On glass the discount applies to each size and shape. So if you order 100 25mm round cabs (4 25 packs) you get the 10% discount on them and if you add 25 30mm round cabs (1 25 pack) you get the 3% discount on those.

If this is confusing we advise you play with your cart by adding and subtracting items. This model could change down the road but we think using discounts across the product and not each variant is best for our customers.

Shipping

Free Shipping- Let's be honest here. Shipping is never really free unless it's based on a decent dollar amount. In other words, shops that offer free shipping for lets say a $35+ order has the cost of shipping built into their product prices. Where they make a killing is on the orders less than $35! At the end of the day it's all smoke and mirrors for many online companies. When you see a company saying come spend $150 with us and we'll pay for shipping, you are most likely not paying inflated product costs and they're just saying they're willing to make less profit on the sale because you are buying bulk. That may sound a little serving but that is exactly the route we are going to take plus we're offering flat rate shipping which we think you'll love
Order Value:
$1 to $19.99- $4.95 1st Class or $8.95 for Priority, $34 Express USPS (1-2 Days)
$20 to $34.99- $6.95 Flat Rate USPS Priority, $32 Express USPS (1-2 Days)
$35+ $5.95 Flat Rate USPS Priority, $29 Express USPS (1-2 Days)
$150+ Free USPS Priority, $25 Express USPS (1-2 Days)
* If you choose Express and your order is to large to fit in the Express envelope we will contact you right away to discuss your options.
** UPS is still a shipping Option as well with regular rates. 

Shipping Dates have now changed. Effective 4-11-22 we will primarily be shipping Monday, Wednesdays, and Thursdays. This helps us cut costs down and pass some savings on to you in the form of discounts. However, if you are in a pinch and need us to ship on an off day you can email us at support@lillyds.com with the subject line "Shipping Exception Request" and make a request and we'll do our best to accommodate you. These requests need to be made before 9am EST and are not guaranteed. Please wait for our reply before placing your order and only make this request when it's urgent =)

Your order should arrive within the time-frame you were quoted when you chose your shipping option and class of service at checkout. Please know that we do not ever guarantee arrival dates as once your order leaves our hands, we have zero control. We do however guarantee we will ship your order the next shipping day which is Mondays, Wednesday's, & Thursdays. 

To see where your order is please use the tracking number that was emailed to you when your order shipped. You may also login to your account page and access your shipping number there. Account Page 

Lilly Glaze

Lilly Glaze is water based so the best method is to use hot water with caution. Acetone's will work as well but they are to corrosive in our opinion.

The reason for air bubbles can be for many reasons and trust me when I say I used to deal with this issue quite a bit until we developed Lilly Glaze. While Lilly Glaze is know to have significantly fewer bubbles, it still can happen. The reasons for the bubbles are vast. These issues can be:

  • Living at higher altitudes- When you live at higher altitudes like we do here in Colorado, air rises faster and tries to escape things much quicker. That's why planes are cabin pressured so that the plain doesn't just collapse. We even have to bake food at different temperatures.
  • Not enough pressure- When you put your glass on your glaze to stick to your medium, you may have not pushed all the air out? 
  • Humidity- People living in humid areas tend to have longer dry times which means the glaze does cure as fast as we would like.

There are at least a dozen others reason and it can get frustrating. Lilly Glaze is water-based and water-based adhesives tend to have more oxygen in the chemical make-up. The only way to avoid this is to switch to a more acidic adhesive, but the problem there is that non water-based adhesives are much more acidic and cause your jewelry to erode much faster and cut it's life span in at least half in my experience.

With all the above mentioned you might think you're just stuck but the solution is real easy to me. Glass is pretty inexpensive so I will typically print the same image 3-5 times and will try to make that many pieces and will then choose the one that I think looks best and has little to no noticeable flaws. The amount of stress and time I save equals way more than the extra .60 I just spent. The only time this will not work is if you're using original art that you only for one shot at. If it's not original, save yourself a lot of frustration an calculate 3-5 pieces of glass into your work. Sometime you get lucky and they all three (or five) look amazing and you have extras to sell or use =)

Returns/Exchanges

Returns- You have ten calendar days from the day your order is delivered to request a return at suppoprt@lillyds.com After approved you have three business days to get the return in the mail. Though not necessary, we would love for you to reply to the original return email with the tracking number so we can keep and eye out for it, Returns are processed by the end of the week. All returned items must be in original shape and packaging. Liquids such as glazes and glues are non-returnable. Please note that we have to adhere to the ten calendar days so we maintain a fair return policy. Orders that have to be hand counted back into inventory are subject to a 15% restocking fee.

Exchanges- We dot do exchanges as it is just mush easier to issue a refund. Exchanges would require you getting a money order for the cost of shipping for the exchanged items to be mailed to you. Issuing a refund and then having you purchase the item you want is much easier and works out to be the exact same cost. If you have a special situation please feel free to reach out to us at support@lillyds.com 

By Sea Orders- By Sea Order and Special Orders are non-returnable and non-exchangeable. All Sales are Final.

Address:

Lillyds.com
5353 North Union Blvd #10G
Colorado Springs, CO 80918

Please inspect all of your items within 7 days of when you receive your order and let us know if there any discrepancies. Please email us support@lillyds.com with a few pictures of the issue. We do our best to not mess up but when most of your items are hand counted, there is a chance for human error 😫 Luckily we have systems in place for this. We now have recorded close-up video of all orders being packed out in case we need to view the items later on in the case of wrong or missing items. This ensures both you and us are protected. In the case of missing items we also use a high quality digital scale that can tell us if something is missing. As soon as we conduct our investigation we will get back to you right away to get your issue resolved 😁

If you receive your wholesale order and there is a defective item, like a broken chain clasp, please email us at support@lillyds.com with a picture and we will refund you for that piece. We no longer send replacements as the shipping costs far exceeds the cost of the pieces. This is the policy our manufacturer has with us and we feel it is a very fair policy. The other option is to send you a replacement on your next order if you prefer? We have less than a 2% defective rate so this should only be an issue for you occasionally. Remember, we're all dealing with very inexpensive jewelry pieces and we're going to get duds on occasion. 

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