Refund policy
Returns
Is it possible to return my order?
Yes, it is possible. If you are not satisfied with your order, you can return it within 14 days of receipt.
Return Conditions
A return will be accepted if the following conditions are met:
- The product must include all original parts and components, and the packaging must be intact.
- Normal signs of use are allowed, but damage caused by misuse or negligence is excluded.
- Products where hygiene is essential must be thoroughly cleaned before returning.
- The product was defective upon receipt.
We reserve the right to charge shipping costs to the customer.
Returns are processed within 7 working days and officially confirmed if all conditions are met.
We reserve the right to refuse returns if we suspect items have been used or damaged without our responsibility.
How can I return my order?
If your order meets the conditions above, follow these steps:
📩 Send an email to: info@lilyandgrace.uk
Please include the following information in your email:
- Order number
- Reason for return
- Product photos (if damaged)
- Full name
- Full address
We will contact you with the correct return address.
⚠️ Never send the product back to the sender’s address directly.
Return shipping costs are the responsibility of the customer.
Right of Withdrawal
The right of withdrawal applies when the customer is a private individual and the purchase is not related to business activities.
A. Cancellation Conditions
The withdrawal period is 14 days from the day you (or a third party designated by you, other than the carrier) received the last product.
Because our system is fully automated, orders are processed immediately.
Therefore, it is not possible to stop shipment or receive refunds before the goods are delivered.
To exercise your right of withdrawal, you must clearly inform LilyandGrace (e.g. by email) of your decision to cancel the order.
The withdrawal is completed once we have received the returned goods.
Return shipping costs are borne by the customer.
Goods in Transit
Our products are shipped from Asia, which may result in longer delivery times beyond our control.
If the goods are already in transit, cancellation is not possible, but you may return the order after receipt.
For faster processing, please send us the return shipment confirmation.
Effects of Withdrawal
If your withdrawal is valid, you will receive a refund of all payments made, excluding shipping costs (unless you selected a premium shipping method).
The refund will be issued using the same payment method used for the original purchase, unless otherwise agreed.
No additional fees will be charged for processing the refund.
All returned products must be shipped at the customer’s expense to our central warehouse in Asia.
Contact Details
Store: LilyandGrace
Email: info@lilyandgrace.uk