For the 2024 holiday season, if this item is purchased between 25th November and 25th December, it can be returned up until 6th January 2025 or within 30 days of receipt, whichever is later.
We sincerely hope you cherish your Lilly & Lula items. However, if for any reason it doesn't fully meet your expectations, you have 15 days from delivery to return your order.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. Please refrain from marking the product packaging directly as it might jeopardise your refund. You'll also need the receipt or proof of purchase.
Should you opt for a return, you will be provided with prepaid return label(s) from Lilly & Lula which will be sent to you via email for each item. The responsibility for the return costs as well as the safety of the items until they reach our warehouse, rests with you. Please note, for heavier items over 5kg, a restocking fee will be charged and deducted from your refund. The restocking fee will be £30 or 10% of the total value of item(s) being returned, whichever is the greater value. Please repack the goods in their initial packaging to guard against damages.
For items that require assembly, please check that you have all the necessary parts, instructions and information. Always follow manufacturer's instructions and use recommended tools. We are not able to issue refunds for any items that have been incorrectly assembled or damaged during the assembly process.
Unfortunately, we do not accept returns or offer refunds for orders placed from outside the UK. All international sales are final, and no returns will be processed for items shipped outside the UK.
Once your request is accepted, we'll send instructions on how and where to send your package(s). Items sent back to us without first requesting a return or without a return label provided by Lilly & Lula will not be accepted. To provide you with sufficient time to return your parcel, we offer a return window of 7 days once you receive your return label. If your parcel is not delivered to our warehouse within this period or without its assigned return label, your order will not be eligible for a refund.
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:
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:
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
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.
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