Under the United Kingdom's Distance Selling Regulations you have the right to cancel your order for any item purchased from Lily Heritage, for a full refund.
Order cancellations must be made in writing, quoting your order number, within 7 working days of the day after you receive the goods to firstname.lastname@example.org.
If however your order has already been processed, you will need to return the order to us.
Please read the Return or Exchange an item section below.
Return or exchange an item
If you are not completely satisfied with your purchase, simply return the item or items to us in their original condition* within 14 days of receipt. We will issue a refund on receipt, or exchange the item for a different size / colour if preferred. However delivery charges are only refundable if you have cancelled your entire order within the 7 day Cooling-Off Period.
- The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.
- The cost of returning the item to us is your responsibility.
- The parcel can take up to 7 working days to be returned to our Warehouse, unless sent via special delivery.
Please complete the form on the back of your invoice and send both the invoice and parcel to the stated address.
If the item you received is faulty, please contact email@example.com quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return. You have 30 days from receipt of the faulty item to return it to us.
I received the wrong item
If the item you received is not what you originally ordered, please contact firstname.lastname@example.org quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return.
Discount codes & vouchers
If a discount was applied to your original order, the amount refunded will be adjusted to allow for the revised order value and appropriate discount level.
This returns policy does not affect your statutory rights.
*Note: when trying on items of clothing, please ensure that you are not wearing perfume / aftershave or a deodorant which may leave a scent or marks on the item. Ensure that all original tags remain on the item. We will be unable to accept the return of any item where there is evidence that these instructions have not been followed. The item must be returned in its original packaging with any enclosed documentation. Where it is perceived, upon return, the item has been used, the item will be redelivered and the purchaser invoiced for redelivery at a rate of £3.95.
Lily Heritage Limited, Company Registration Number: 10514834