Returns and Refund Policy
All items must be returned within 28 days, in perfect condition, unused, unwashed and with the tag still attached to the item in all original boxes and packaging. This excludes Sale/Discounted Items, please see below for more information. Should any item(s) not be in perfect condition upon receipt, Lily and Lionel London Ltd. will not accept them.
We endeavour to process your return as soon as possible, but please note that refunds may take up to 14 days to be processed, and longer during our busy sale period.
Returning Sale Items
Items on sale or discontinued items can only be returned within 14 working days starting the day after delivery to you.
To return or exchange an item, please fill out the enclosed form with your name, order number and return reason code, and place this in with your return items.
We strongly advise that all goods be returned via a recorded method of delivery (i.e. Royal Mail signed for, Royal Mail Special Delivery or via a courier) and that you get a 'proof of posting' certificate from your Post Office or carrier. This will cover you if the goods are lost in the post. Lily and Lionel London Ltd. will not be held responsible for any returns that do not reach us and you will remain billed for lost items.
Lily and Lionel London Ltd. does not cover the cost of returns (unless stated otherwise).
Please send all returns to:
Lily and Lionel c/o The Brand Hangar
12 SAXON PARK
Can I return my items in person?
Due to Health & Safety reasons, we cannot allow customers to drop off their items to our warehouse, under any circumstances.
Refunds will be processed within a maximum of 30 days after receipt. However we don't want to keep you waiting that long so it should be much speedier. You will receive an email to confirm once the refund has taken place but it may take a few days to show on your bank statement.
Exchanges will be dealt with as soon as we receive your returned goods. If the exchange is for something of a higher value we may require some of your card/payment details again. Alternative products can be exchanged according to our stock availability. If we do not have the desired replacement you will receive a full refund and an email confirming this.
What if my item is faulty?
In the rare and unfortunate event of your Lily and Lionel item being faulty, please accept our apologies and contact us to discuss your options. You have the legal right to a refund if you return your faulty item within 30 days of receiving it. For UK customers, please return any suspected faulty items via either Royal Mail Recorded, Signed For or Special Delivery. On further inspection, in the event that your goods are deemed faulty we will reimburse your return postage fee up to the value of £7.75, back onto your card.
For goods sent back to us via any other methods, whereby we accept responsibility for the postage fees, we will still only be able to reimburse up to the value of £7.75. This does not affect your statutory rights.
Please note the following:
Some of our products are hand woven from natural fibres. Any variations in weave or texture are inherent characteristics of the fabric. All hand embellishments may have variations - please treat your Lily and Lionel pieces with care.