Refund policy

We want you to feel confident ordering from Lily's. If your item isn’t quite right, you have 14 days after receiving it to request a return for a change of mind. Once your return is accepted, you have 14 days to send the item back to us.

To be eligible for a return, your item must be unworn, unused, in the same condition that you received it, with tags attached and, where possible, in its original packaging. Please take care when trying items on and avoid marks from makeup, deodorant, perfume, or pet hair.

You’ll also need your order confirmation or proof of purchase.

To start a return, please contact us at hello@shoplilys.com. We’ll guide you through the next steps and let you know where to send your item.

Return postage
For change-of-mind returns, customers are responsible for return postage unless we agree otherwise.

If your item arrives faulty, damaged, or incorrect, please contact us as soon as possible so we can make it right.

Damages and issues
Please inspect your order when it arrives and contact us immediately if the item is defective, damaged, or if you receive the wrong item. Please include your order number and photos of the issue where possible so we can help quickly.

Exchanges
We do not currently offer direct exchanges. The fastest way to get a different size or item is to return the original item and place a new order once your return is accepted.

Sale items and gift cards
Sale items may be returned under this policy unless clearly marked as final sale. Gift cards cannot be returned.

This does not affect your statutory rights.

Refunds
We will notify you once we have received and inspected your return, and let you know whether the refund has been approved.

If approved, your refund will be sent to your original payment method within 10 business days. Please remember that your bank or card provider may take additional time to process the refund.

If more than 15 business days have passed since we approved your return, please contact us at hello@shoplilys.com.

Your statutory rights
Nothing in this policy affects your statutory rights. If your item is faulty, damaged, not as described, or you have another legal right to cancel or return your order, we will handle this in line with applicable consumer law.