Damages and issues
Please inspect your order upon reception and contact us (help@lillyandlula.com) immediately (within 3 days from receipt of order) if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Our courier partners require photos or video of the outside or the box, the internal packaging, and the damage to the item in order for us to raise a claim. It also allows us to help assess whether you require a spare part, a replacement, or a refund. Unfortunately, outside of the 72-hour window we are unable to assist with damaged orders.
If items have been damaged due to wear and tear we will be unable to give a refund for the item.
Please note, once you have received and signed for your delivery, the items you ordered will become your property, provided they have been paid for in full. We cannot accept any liability for the loss, damage or destruction of the items after they have been delivered unless they were reported damaged or faulty when delivered or they were delivered incorrectly.
At Lilly & Lula, we take pride in offering high-quality items. To ensure your products last as long as possible, we recommend following the care instructions provided on the product page of each item. Our wear and tear policy outlines what is considered normal use and how we handle issues that arise from wear over time.
1. General Wear and Tear
Soft furnishings, including cushions, throws, rugs, and curtains, are subject to normal wear and tear with everyday use. This includes:
- Minor fading due to sunlight exposure
- Natural flattening or softening of cushion fillings
- Pilling or slight shedding on wool and other natural fabrics
- Minor stretching or shaping of fabrics over time
These natural signs of wear are not considered defects and do not qualify for returns or exchanges.
2. Care Guidelines
To extend the life of your furnishings, we strongly encourage customers to adhere to the care instructions provided on the product page of the item. Items made from delicate materials such as wool or linen may require specific handling, including:
- Gentle hand washing or spot cleaning
- Avoiding direct exposure to sunlight for prolonged periods
- Keeping items away from pets to avoid damage from claws, chewing, or shedding
- Regular rotation and fluffing of cushions to maintain shape and comfort
Failure to follow these instructions may lead to accelerated wear and tear, which is not covered under our returns or exchanges policy.
3. What Is Not Covered
- Our wear and tear policy does not cover:
- Damage caused by improper washing or cleaning (e.g., machine washing delicate fabrics like wool)
- Damage resulting from use by pets (e.g., scratches, chewing, or fur accumulation)
- Stains, spills, or odours resulting from external substances
- General misuse or neglect, such as using the item for purposes other than intended
4. What We Do Cover
If you notice any manufacturing defects within the first 30 days of receiving your order (e.g., stitching errors, loose seams, or damage upon arrival), please contact us immediately. We are happy to assess and, if appropriate, offer a replacement or repair service.
Returns or exchanges due to wear and tear will not be accepted as part of our policy. However, we offer a 15-day return window for items that are unused, undamaged, and in their original packaging.
For more detailed information or questions regarding our wear and tear policy, please reach out to our customer service team.
Can I cancel an order?
We can cancel your order right up to the point of despatch. We can unfortunately not cancel an order once the item(s) have despatched. We advise you to contact us if you wish to cancel your order. Live chat will give you the fastest response time, we're available 9:30am to 5pm Mon - Fri. You can also email us via our Contact Us page.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), handmade and custom products (such as made to order, special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Regrettably, items that suffer damages during the return transit won't be eligible for refunds. We strongly recommend acquiring proof of postage and considering insurance for any potential transit damages or losses. Every return undergoes a meticulous inspection and quality check prior to issuing a refund.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return (please note, parcels must be returned within 15 days to be eligible for a refund), and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 14 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at help@lillyandlula.com.
Lilly & Lula reserves the right to amend these terms and conditions at any time. Any changes will be posted on our website, and it is the customer's responsibility to review these terms regularly.