Last Updated: June 2026

Returns & Refunds

At Lilly Loves, we want you to be completely satisfied with your purchase. If you are not happy with your order, please review our returns and refund policy below.

Standard Returns

If you change your mind about a purchase, you may return eligible items within 14 days of receiving your order.

To qualify for a return, the item must:

●       Be unused and in its original condition.

●       Include any original packaging, tags, and accessories.

●       Be returned within 14 days of delivery.

●       Be accompanied by proof of purchase.

Once your return is approved and received, we will process your refund to the original payment method.

Non-Returnable Items

The following items cannot be returned or refunded unless they are faulty, damaged, or supplied incorrectly:

●       Personalised products

●       Custom embroidery orders

●       Made-to-order items

●       Gift cards

●       Digital products (if applicable)

●       Products customised to customer specifications

Because these products are created specifically for you, they are exempt from standard cancellation and return rights under UK consumer regulations.

Damaged or Faulty Items

If your item arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery.

To help us resolve the issue quickly, please provide:

●       Your order number

●       A description of the issue

●       Clear photographs showing the damage or fault

If the item is confirmed to be faulty or incorrect, we will offer one of the following:

●       A replacement item

●       A repair (where applicable)

●       A full refund

How to Request a Return

To initiate a return, please contact us with:

●       Your order number

●       Your name

●       Details of the item(s) being returned

●       Reason for return

Our customer support team will provide return instructions and the appropriate return address.

Returns sent without prior approval may not be accepted.

Return Shipping Costs

Unless an item is faulty, damaged, or supplied incorrectly:

●       Customers are responsible for return shipping costs.

●       Original shipping charges are non-refundable.

●       We recommend using a tracked delivery service, as we cannot be responsible for items lost during return transit.

Refund Processing

Once your returned item has been received and inspected, we will notify you of the outcome.

Approved refunds will typically be processed within 5–10 business days to the original payment method.

Please note that your bank or payment provider may require additional time to reflect the refund in your account.

Order Cancellations

Standard Orders

Orders may be cancelled before they have been dispatched.

If your order has already been shipped, it must be returned in accordance with this policy.

Personalised & Custom Orders

Once production of a personalised or custom item has started, cancellations cannot be accepted.

We begin preparing custom orders shortly after purchase to ensure timely delivery.

Incorrect Delivery Information

Customers are responsible for providing accurate shipping details when placing an order.

Lilly Loves cannot be held responsible for:

●       Delays caused by incorrect addresses

●       Failed deliveries due to customer error

●       Additional shipping charges resulting from incorrect information

Lost Parcels

If your parcel has not arrived within the expected delivery timeframe, please contact us.

We will work with the shipping provider to investigate the issue and determine an appropriate resolution.

Exchanges

We currently do not guarantee direct exchanges.

If you wish to exchange an item, please contact us first. In most cases, a return and new purchase may be required.

Contact Us

For any questions regarding returns, refunds, or cancellations, please contact:

Lilly Loves
Website: https://lillyloves.co.uk
Email:contact@lillyloves.co.uk

We aim to respond to all customer enquiries as quickly as possible.