Shop Policies

We accept order cancellations requested within 24 hours of purchase. After this window, the order will have entered production and cancellation may not be possible. Please contact us via Etsy Messages as soon as possible if you need to cancel.

LilyGem Studio ships internationally from Ho Chi Minh City, Vietnam. Buyers are responsible for any customs duties, import taxes, or fees that may be charged by their country upon delivery.

LilyGem Studio is not responsible for delays caused by customs clearance. These delays are outside our control and do not qualify for refunds or replacements.

All transactions are processed securely through Etsy's payment platform. We accept Visa, Mastercard, and other major payment methods supported by Etsy Payments.

LilyGem Studio never receives, views, or stores your full credit card information. Payment data is handled exclusively by Etsy's secure payment infrastructure.

Orders are dispatched from Ho Chi Minh City, Vietnam. Estimated delivery times vary by destination and are provided at checkout. While we make every effort to ship promptly, we cannot guarantee delivery dates once a parcel is in the care of the postal carrier or customs authority.

Because each piece is handcrafted from natural agate and unique in its pattern, we handle returns and exchanges on a case-by-case basis. If your item arrives damaged or is significantly different from its listing, please contact us within 7 days of receipt with photos and we will work to resolve the issue promptly.

All content on this website — including product photography, descriptions, and the LilyGem Studio brand identity — is the property of LilyGem Studio and may not be reproduced or used without written permission.