Returns & Refunds

Returns & Refunds

We want you to love what you ordered. If something isn't quite right, we'll put it right — simply and fairly.

30-Day Returns

You may return any item within 30 days of delivery for a full refund or exchange. Items should be unworn, unwashed and in their original condition with tags attached. Please try garments on carefully, as you would in a boutique fitting room.

How to Start a Return

Email us at info@lillymaelondon.co.uk with your order number and the item(s) you'd like to return. We'll reply within one working day with your return instructions and the correct return address. Please don't send items back without contacting us first, as returns sent to the wrong address cannot be processed.

Refunds

Once your return is received and checked, your refund will be issued to your original payment method within 14 days. We'll email you as soon as it's on its way.

Exchanges

Need a different size or colour? Let us know when you email and we'll arrange an exchange free of charge, subject to availability.

Faulty or Incorrect Items

If an item arrives faulty, damaged or isn't what you ordered, we will refund or replace it in full, including any postage costs, in line with the Consumer Rights Act 2015. Please email us a photo and your order number and we'll resolve it promptly.

Your Right to Cancel

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your items, for any reason. To cancel, email info@lillymaelondon.co.uk. If your order has not yet been dispatched, we will cancel and refund it immediately.

Return Postage

Return postage is paid by the customer, except where an item is faulty or incorrect. We recommend using a tracked service, as we cannot refund items lost in transit.

None of the above affects your statutory rights. Questions? We're here Monday to Saturday at info@lillymaelondon.co.uk.