Refund policy

RETURNS AND REFUNDS

 

Returns

We accept returns within 14 days of receiving your order.
To be eligible for a refund, items must be received back within 14 days (as required by law). If your return may arrive later, proof of shipment before the 14-day deadline is required.

How to Initiate a Cancellation or Refund

1. If your order has not yet been fulfilled or dispatched:
You can cancel directly through your account for an immediate refund.
Simply log in to your account, locate your order, and click “Cancel” — your refund will be processed instantly.

2. If your order has already been fulfilled or dispatched:
Please contact our customer service team at admin@lillyelegantstore.com, including your order number and reason for return.
We will respond promptly with the return instructions.

Return Conditions

To qualify for a refund, returned items must meet the following requirements:

  • Items must be in original condition — unworn (except for trying on), unused, unwashed, and free from stains, odours, makeup, damage, or alterations.
  • All original tags, packaging, and accessories (such as belts or scarves) must be included.
  • We are not responsible for damage caused by improper handling or tight fitting during trial.

Notification of Return Receipt

Once your returned parcel has been received and processed by our warehouse, you will receive an email confirmation.
If you have not heard from us within 14 days after sending your return, please contact admin@lillyelegantstore.com, and our team will assist you.

Refund Process

  • All returned items undergo a quality inspection before any refund is issued.
  • Refunds are processed within 3 working days of approval, in GBP (£).
    (Please note: currency exchange rates may cause slight variations for international refunds.)
  • If your order has already been shipped, shipping fees are non-refundable.
  • Return shipping costs are the customer’s responsibility.
  • Please allow 5–10 business days for the full refund process from the date your return is received.

Faulty or Incorrect Items

All products are thoroughly checked before dispatch.
However, in the rare event you receive a faulty or incorrect item, please contact us at admin@lillyelegantstore.com before sending the item back.
Ensure the product is unworn and in its original packaging. Our team will provide next steps and arrange the appropriate resolution.

Free Shipping Eligibility and Returns Adjustment

Orders that qualify for free delivery based on meeting the advertised free shipping threshold (shipping fee was waived) are eligible for free shipping only where the qualifying order value is maintained after any returns. If a partial return results in the remaining order value falling below that threshold OR if the whole order is returned back, we reserve the right to deduct the applicable standard delivery charge from the refund.

This reflects the delivery service provided and is consistent with the terms agreed at the time of purchase and your rights under the Consumer Contracts Regulations 2013.

The delivery charge applied will not exceed our standard delivery fee applicable at the time the order was placed. This policy does not affect your statutory rights.

By placing an order on our website, you agree to the terms of this policy.