Shipping & Returns

Return & Exchange Policy

We hope you will love your Lily & Ro order, but if you are unhappy with our products for any reason, they can be returned, unless they are sale items. Please see below for guidelines for refund or exchange. 

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UK RETURNS

Lily & Ro offer FREE 28 days return on all orders returned in the UK. Please contact the Lily & Ro Customer Services team via email at enquiries@lily-and-ro.co.uk informing us that you wish to return either part or all of your order., please include your order number and details of the item/s that you wish to return or exchange.

You will be sent a PDF of a pre-paid returns label (as necessary). Please print and attach this to the returns parcel following the packaging requirements below.

Please follow the instructions required to ensure your returned item safely makes its way to Lily & Ro where we will process the return and if successful issue a refund or provide an exchange as per our Returns Policy, see below. Please note that if a refund is required any shipping fees paid at checkout or on receipt of goods are not refundable and you will be refunded the product cost only.

The customer is responsible for providing accurate returns information and ensuring the item is returned in the same packaging and received by Lily & Ro in good/unworn order. Failure to do so could either delay or prevent a refund and you may be responsible for any additional costs incurred.

1. Please contact us to authorise your return within 28 days of receipt of goods. You can contact us by email on enquiries@lily-and-ro.co.uk - please quote your order number and general reason for return.

2. Goods should be returned unworn and packaged as per the original order with all tags intact. If you are unable to use the original protective wrapping/packaging please use a suitable alternative as it is the customers responsibility to ensure the good condition of the returned items until receipt by Lily & Ro. 

3. Your return should include the original packing slip and our completed returns form (if required) so we are able to identify the return quickly and efficiently. In the case of gifts, please ensure the name of the purchaser is quoted in all correspondences. Failure to do so will result in delays processing the return.

4. Once the item has been packaged and the Returns label attached to the parcel please take your item to your local Post Office where they will scan it and deliver it to Lily & Ro. 

5. Goods must be received byLily & Ro within 7 days of the authorisation being granted.

INTERNATIONAL RETURNS

We are currently unable to offer free returns for orders placed outside the UK. If you wish to return an order, please contact us at enquiries@lily-and-ro.co.uk providing your order number and details of the item/s you wish to return and the reasons, please post it to the address provided when authorising your return. You still have 28 days to inform us of your return.

We advise that you ship your item(s) using a trustworthy service that is able to insure your order and guarantee delivery. Please keep your postage receipt until we have acknowledged the receipt of your package. 

Please note that any international customs duties and taxes paid at checkout or on receipt of goods are not refundable and you will be refunded the product cost only.

Goods must be received byLily & Ro within 7 days of the authorisation being granted.

EXCHANGES

Subject to stock availability, we will exchange eligible items that are returned to us within 28 days. In cases where we are unable to provide an exchange, we will first offer a credit. The new item will be shipped to you after the returned item has been received by us and checked. Please ensure you request your exchange item(s) using the correct description as displayed on this website when booking the return so we may confirm availability and reserve the item as necessary. Items can only be reserved for a maximum of 7 days.

REFUNDS

If you wish to receive a refund for returned items, Lily & Ro must be informed of the intended Return within 28 days of the order reaching the customer and any eligible items then need to be returned and reach Lily & Ro within 7 days of authorisation. Please note that refunds can only be made to the card originally used to pay for the order, and may take up to 14 days to appear in your account.

Please note that any shipping fees paid at checkout or on receipt of goods are not refundable and you will be refunded the product cost only.

FAULTY GOODS

At Lily & Ro we pride ourselves on having all our products sustainably handmade from fabrics we have rescued from becoming waste, we know that this means our product may not be perfect. However should you find your items are faulty you can return/exchange, these will only be accepted if the goods were faulty when delivered. Lily & Ro takes every effort to check your purchase thoroughly for any faults before dispatching. All items returned as faulty will be inspected on receipt and any items deemed to be subject to fair wear and tear or misuse will not be accepted as faulty. Similarly, we cannot accept responsibility for garments that have been damaged during washing if our wash instructions have not been followed. We will replace a faulty item if a replacement is in stock and available. If you wish to be sent a replacement, please make your request clear when contacting us about the fault.

If we cannot offer you a replacement, you will have the choice of receiving a credit note or a refund to your card (the original card used to purchase the order) to the value of the item or order at the time of purchase and any shipping costs incurred at the time of sale. Please note that refunds can take up to 14 days.

SALE ITEMS

Please note all sales items are non refundable, however we can exchange or offer credit if an exchange is not possible.