Return policy

Return Policy

Last Updated: 23 July 2025

Returns at Lillybow

We recognize that occasionally a purchase might not meet your expectations. That's why we've designed our return and exchange process to be straightforward and clear for our UK-based customers.

Quick Overview

• Available To: Customers within the United Kingdom
• Eligible Items: New, unused items (both defective and non-defective)
• Return Window: 30 days from the original purchase date
• Return Method: By post
• Shipping Costs: Paid by the customer (unless faulty)
• Restocking Fees: None
• Refund Timeline: Processed within 7 days after we receive your return
• Non-Returnable Items: Gift cards, hygiene products, underwear, masks, and beauty products

1. Who Can Return & How

If you're based in the UK and decide to return an item, simply email our support team at sales@lillybow.com within 30 days of receiving your order. We'll guide you through the process and share the appropriate return address and instructions.

From the moment you send your first email to our customer service regarding your return, your request will be processed. Due to busy schedules, it may not always be possible to respond immediately. It is not necessary to send multiple emails: your request will be handled as soon as possible. We strive to respond within 24 hours and are happy to assist you.

2. What Condition Should Items Be In?

All returns must be in unused and re-sellable condition, with original packaging, tags, and any included accessories. Items returned in a used or damaged state may result in a partial refund based on their reduced value.

Please note that the returned goods must be unused, undamaged, and in the original packaging. Unfortunately, hygiene products, underwear, masks, and beauty products cannot be exchanged for safety and hygiene reasons.

3. How Returns Work & Shipping Fees

• Returns must be sent via post
• You are responsible for the return shipping cost (unless the item is defective or sent in error)
• We'll provide full return instructions once your request is approved
• We recommend sending your return with tracking, as we cannot be held responsible for lost returns

4. Exchanges

Yes, we accept exchanges for UK customers. Follow the return steps above. Once we receive and verify the returned product, you can place a new order for your preferred item. If the exchange is due to a product defect or fulfillment mistake, we will send the replacement item at no cost.

5. Refunds

Once your return is received and inspected, we'll issue your refund to the original payment method within 7 business days. You'll receive a confirmation email once the refund has been processed. Please note: processing times may vary depending on your bank or payment provider.

Once we have received and inspected the returned item, we will refund your purchase amount as quickly as possible in the same method you used to make the payment.

6. Restocking Fees

We don't charge any restocking fees on approved returns. However, if an item arrives back damaged, heavily used, or incomplete, we reserve the right to issue a reduced refund to reflect the product's depreciated value.

7. Failed Deliveries or Refused Packages

If a shipment is returned to us due to an incorrect address, refused delivery, or failure to collect the parcel, we may deduct the return shipping cost and any re-delivery charges from your refund.

8. International Orders & Duties

Our return policy currently applies only to UK customers. If you're ordering from outside the UK, please note that customs duties, VAT, and import taxes are your responsibility. Stay tuned – international return options are coming soon.

9. Changing Your Shipping Address

Need to update your delivery address? Contact us immediately at sales@lillybow.com. If your order hasn't shipped yet, we'll do our best to update it. Once shipped, address changes can no longer be made.

10. EU Customers: Your 14-Day Right to Cancel

For orders delivered within the European Union, you have the legal right to cancel or return your purchase within 14 days—no explanation needed. To qualify:

• The item must be unused, in its original packaging, with all tags intact
• Proof of purchase (receipt or invoice) is required

Frequently Asked Questions

What is the return period?
You can return your order within 30 days of receipt.

How long does it take to get my money back?
We will process your refund within 7 business days of receiving your returned item, provided it's in good condition.

Why can't underwear, masks, hygiene, and beauty products be returned?
These items are considered hygiene products. We take hygiene and public safety very seriously and do not allow returns of these products for the safety of our customers.

My product is damaged/defective, what should I do?
Please include a few photos showing the poor quality or damaged part of the product. We use this information to help you with your order and prevent errors in the future.

Can I return my order without contacting you?
No, you must contact us before submitting a return, as the return address may vary depending on the supplier from which your order originated.