Terms & Conditions

Refund policy

Returns
Please email us at [email protected]
These must be received back within 14 days of your purchase date. Customers are responsible for all return shipping costs and you should consider using a trackable shipping service or purchasing shipping insurance. We don't guarantee that we will receive your returned item.
“return to sender” will not be refunded.

To be eligible for a return, your item must be:
Unused and in the same condition that you received it
In the original packaging with all tags
Free from foreign smells (ie: tobacco, pet, perfumes)
Apparel: Folded nicely (not rolled or crumpled)

Several types of goods are exempt from being returned. Non-returnable items include:
Gift cards
Products in the sale
Personalised merchandise
Supplementary costs (for example if you chose a type of delivery other than the free standard delivery offered by us or gift wrapping)

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If the refund is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within14 days.

Gifts
If the item was marked as a gift when purchased and shipped directly to the receiver, the receiver will be able to exchange it for an alternative product of the same value, or be able to pay the difference should the exchange product be of a higher value.


Special Circumstances
Defective Items Received
If you feel the product you received is defective, please submit an email, within 5 days of delivery date, to customer support at [email protected] with subject “Item was received defective”. Please attach photos in your email showing the defective area of your product along with a brief description of the defect. Our customer support team will reach back out to you within the next business day of your email with follow up instructions to be determined on a case by case basis.
In order to resolve the issue as quickly as possible, please DO NOT attempt to send defective items back as a return.

Order Discrepancy
If you feel the product delivered is not the product you ordered, please submit an email, upon delivery, to customer support at [email protected], with the subject line “Order Discrepancy”. Please attach photo(s) of the item(s) you received. Our team will be sure to review your order and send instructions on how to proceed once we receive the photos. If it was an error on our part, we will be sure to send you the corrected items once we receive your parcel back.

Order Cancelations & Edits
Order Cancelation
Please be aware that if the warehouse has started processing an order for shipping, it cannot be cancelled.
In order to attempt an order cancelation before processing, you must send an email immediately after placing your order to customer support at [email protected], with the subject line “Cancel Order”.

Order Edits
Once an order has been submitted, we are unable to edit that order.
If you need to change a ‘ship to’ address, please notify customer support immediately after placing the order at [email protected].
If your order has already been processed by the warehouse, the order will be shipped to the address submitted at the time of purchase.

It is the customer’s responsibility to make sure that information entered on an order is correct before submitting an order. Lily&Kirkby is not responsible for replacing orders that have incorrect ‘ship to’ or other incorrect information entered by the customer. Orders with incorrect information due to customer error, will not be eligible for refunds if the item was not received by the customer placing the order.
If you have any questions or concerns, we will be happy to help! You may email us anytime at [email protected].

Lily&Kirkby reserves the right to change our return policy without notice.

Shipping policy

Shipping & Delivery

•How long will it take for my order to be dispatched?

Orders will typically be dispatched within 1 to 2 business days. If there is a delay you will be notified immediately.

• How long will it take for my order to arrive?
Orders shipped standard within the UK Mainland will typically arrive within 3-5 business days.

•Is a speedier shipping service available?
Yes, there are alternative payable options available to choose from upon checkout

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• Why haven't I received my package?
Let us know and we can check the tracking on your package.
If your order status shows "Delivered" and you did not receive the item, Lily&Kirkby is not responsible for lost or stolen packages.

• What happens if my order is 'refused' or 'returned to sender'?
Orders that are undelivered and Returned to Sender by the carrier will be processed as a return and are not re-shipped. These include orders that could not be delivered due to incorrect address information entered during the ordering process. These types of returned orders are eligible for a refund for cost of goods (seller's shipping is not refundable)."