Return Policy

Return Policy — Lily Liverpool (UK)

Prepared by the Customer Care Team of Lily Liverpool

At Lily Liverpool, we take pride in offering a smooth shopping experience and high-quality service. If you are not satisfied with your purchase, our return policy below explains how returns are handled in a clear and fair manner.

1. Conditions for Returns

To ensure your return is processed correctly, the following conditions apply:

  • You may only request a return after the item has been physically delivered to you.

  • Return shipping costs are the full responsibility of the customer, including any international postage or customs fees.

  • Returned items must be unused, unwashed, undamaged, and in original condition, with all tags and labels attached.

  • Trying items on is allowed, however wearing the item is not permitted.

2. How to Start a Return

If you wish to return an item, please follow the steps below:

  1. Contact us at support@lilyliverpool.co.uk within 14 days of receiving your order.

  2. Our team will provide you with the appropriate return instructions and the designated return destination used by our fulfilment partners.

  3. You must send the item back at your own expense, including any customs fees or international postage associated with routing items through our overseas processing point in China.

  4. We strongly recommend using a tracked shipping method to avoid any issues with lost parcels.

3. Refunds

Once the returned item has been received at the designated return location and inspected:

  • Your refund will be processed within 14 days,

  • The refund will be issued to the original payment method,

  • Shipping costs are non-refundable.

4. Liability & Responsibility

  • We are not responsible for lost parcels if tracking confirms delivery to the address provided by the customer.

  • If an incorrect address is entered during checkout, this remains the customer’s responsibility.

  • Address mistakes must be reported within 24 hours of placing the order.

5. Contact Us

For questions regarding returns, please contact us at:
support@lilyliverpool.co.uk