For Non-Faulty Goods
If you have had a change of heart you must return the item to Lilyshop.co.uk unused and in its original condition within 14 days for a refund.
Each returned product must include all parts, accessories, instructions and packaging, etc. This includes items such as cable ties and plug covers. Please note that if security seals are broken or if blister packaging has been opened then the product is not in its original condition.
You are also required to complete a Returns Form and return this with your order.Please do not return any goods to us without agreed authorisation.
For expensive items we recommend that you use a secure delivery method which requires a signature on receipt, as this insures the package in case it goes missing.
The product will remain your responsibility until it has been signed for at the returns address. We do not accept responsibility for products lost or damaged in the post.
Exceptions
We regret that we cannot accept returns on the following non-faulty products:
- The product(s) has/have been personalised, made to order or customised in any way.
- The packaging or any of the individual product components, has been unsealed or damaged.
- The product(s) is/are perishable.
- The non-faulty product does not arrive at the returns address in a resalable condition. In this case we will not be able to offer you a refund. We will call you to arrange to send the product back to you and to take payment for the subsequent delivery costs.
- The product(s) are toiletries.
Faulty Goods
If the product you have ordered is faulty you have 30 days in which to return it. Parcels or items damaged in transit must be verbally reported to Lilyshop.co.uk before 3.00pm the next working day following delivery, and also by email within 3 days.
Please contact a member of our customer services team via email at gifts@lilyshop.co.uk. You are also required to complete a Returns Form and return this with your order. Please do not return any goods to us without agreed authorisation.
When returning faulty items the preferred method would be to arranged collection in day convenient to you however we may still ask you to return goods yourself. On receipt Lilyshop.co.uk will reimburse the costs incurred*. Lilyshop.co.uk shall pay you a reasonable * postage amount for the return of the product. We sometimes ask that goods are sent back via First Class Royal Mail (Recorded Delivery) but the preferred method still would be to arrange to collect the parcel via a courier.
* Please obtain a proof of postage costs if we asked to do it yourself so we can reimburse you the full amount.
* Please note that by reasonable we mean any delivery service equivalent to the cost of Royal Mail Recorded Delivery and up to a maximum value of £10.00.
We regret that we will not be able to refund excessive postage costs (for example goods being sent by special delivery or by courier when this is not necessary). If the postage costs are going to exceed £10.00 please contact us for further advice.
Exceptions
- If the deadline for reporting parcels damaged during transit is not met we regret that we will not be able to issue a refund or replacement goods.
We will not confirm that we have received your return. After receipt of your goods we aim to issue refunds within 14 working days. The cost of your products will be refunded to the credit/debit card used to make the purchase. Please note refunds take 5 working days to clear from the point of processing.
Cancellations
If you wish to cancel an order please contact our customer services team on gifts@lilyshop.co.uk. If your goods have been dispatched before cancellation you will be liable for the costs of returning the unwanted items.
This returns policy does not affect your statutory rights.