At Lily & Mayfair, we aim to offer a clear and transparent shopping experience. This policy explains the terms under which returns and refunds are accepted. By placing an order on our website, you confirm that you have read and agreed to this policy as well as our Terms of Service.

1. RETURN PERIOD

You may request a return for eligible items within 30 days from the date of delivery, provided that all conditions outlined in this policy are met.

2. RETURN CONDITIONS

To qualify for a return, the item must meet all of the following requirements:

• The product must be unused, unworn, and undamaged
• It must be returned in its original condition, with all original packaging, tags, and labels attached
• The return request must be submitted within 30 days of delivery
• The return must be approved by our customer support team before being shipped

Trying on items for fit, similar to trying something on in a physical store, is acceptable. However, if items show signs of wear, washing, or damage, a reduction in value may be applied.

3. NON-RETURNABLE ITEMS

Certain items are not eligible for return, including:

• Products with broken or removed hygiene seals
• Personalised or custom-made items
• Products damaged due to misuse or improper handling

For hygiene reasons, underwear, shapewear, and swimwear cannot be returned once the hygiene seal has been removed. Under the UK Consumer Contracts Regulations 2013, sealed goods that are not suitable for return due to health or hygiene reasons are exempt from the standard right of return once the seal has been broken.

4. RETURN SHIPPING AND RESTOCKING FEE

All approved returns must be sent to the returns address provided by our customer support team upon approval.

Customers are responsible for the cost of return shipping, except where the item was received defective, damaged, or incorrect.

Restocking Fee
A 15% restocking fee applies to all approved returns. This fee covers inspection, handling, and restocking, and you will be informed of it before confirming your return. It also applies to unopened parcels, orders refused upon delivery, and shipments that go unclaimed and are automatically returned to us.

Exception: the restocking fee is waived if the product was received defective or damaged, subject to review.

5. RETURN ADDRESS

Returned items must only be sent to the address provided by our customer support team after approval. Returns sent to any other address will not be accepted or processed.

6. HOW TO REQUEST A RETURN

To initiate a return, please contact our support team at info@lilymayfair.com with:

• The item(s) you wish to return
• The reason for the return
• Photos of the product (required if the item is incorrect or damaged)
• Your full name and shipping address
• Your order number

Our support team is available Monday to Friday, 9:00 AM – 6:00 PM (GMT).

7. ORDER CANCELLATIONS

You may cancel your order within 1 hour of purchase. Once this window has passed, or once the order has entered processing, cancellation is no longer possible. After delivery, a return may be requested in accordance with this policy.

8. REFUND PROCESS

After the returned item has been received and inspected, you will be informed of the result. If approved, the refund will be issued to your original payment method within 14 days.

Please note: the 15% restocking fee will be deducted where applicable, and original shipping costs are non-refundable.

9. DISCOUNTS AND PARTIAL RETURNS

If your order included a promotional or volume discount and part of the order is returned, the refund amount will be recalculated based on the items retained, not the original order total. If returning items causes the order to no longer qualify for the original discount tier, the discount will be adjusted accordingly. Return shipping costs and the restocking fee may still apply.

10. STORE CREDIT

In certain cases, we may offer store credit instead of a refund. Store credit is non-refundable, can only be issued once per order, can be used for future purchases, and cannot be exchanged for cash or transferred.

11. FAILED DELIVERY OR INCORRECT ADDRESS

If a package is returned due to an incorrect or incomplete address provided at checkout, we may arrange a reshipment once the item is back at our warehouse and the correct address is confirmed, or offer store credit as a goodwill solution.

12. EXCHANGES

Exchanges are processed through the standard return procedure: submit a return request via info@lilymayfair.com stating you wish to exchange, follow the standard return process, and place a new order for the desired item once your return has been submitted. The 15% restocking fee is waived for exchanges, as the item is being replaced rather than refunded. We cannot guarantee availability of the desired item at the time the return is processed.

13. POLICY UPDATES

Lily & Mayfair reserves the right to update or modify this policy at any time. Changes take effect immediately once published on the website.

CONTACT INFORMATION

Email: info@lilymayfair.com
Tel: +44 7441 484876
Customer Service Hours: Monday to Friday, 9:00 AM – 6:00 PM (GMT), Saturday & Sunday closed

For our full company details, please see the footer of our website.