Return & Refund Policy – Lilywish

At LilyWish, we want you to love your purchase. If you're not completely satisfied, we're here to help.

1. Returns

We offer a 30-day return period. This means you have 30 days from the date of receiving your product to request a return, provided that the item is in its original condition, unused, and in its original packaging. Products must be free from any odors, pet hair, or other signs of wear.

How to Initiate a Return

1. Contact us at service@lilywish.co.uk to register your return request. Please include your order number and specify the item(s) you wish to return.

2. Once your return is approved, we will send you a link to formally submit your return application. After completing the form, you will receive a return shipping label directly.

Return Shipping Cost: Please note that the cost of return shipping is the responsibility of the customer.

2. Refunds

After we have received and inspected your returned item, we will notify you and initiate the refund process. Refunds will be issued to the original payment method within 5 business days.

How Long Does a Refund Take?

The time it takes for the funds to appear in your account may vary depending on your bank or financial institution. Once your refund has been processed by us, it may take an additional 5-10 business days to reflect in your account.

3. Order Cancellations

If you wish to cancel your order, you may do so within 12 hours of placing it, provided the order has not yet been processed. Our processing window is 12 hours. After this time, the order will have entered the shipping process and cannot be canceled. If you no longer wish to keep the item after this point, you can simply follow our return policy above to send it back once received.

4. Frequently Asked Questions (FAQ)

Who pays for return shipping?
Return shipping costs are the responsibility of the customer. The cost may vary depending on the shipping method you choose.

What if my order arrives damaged?
If you receive a damaged or defective product, please contact us immediately at service@lilywish.co.uk with photos of the damaged item. Our team will assist you in resolving the issue. We can offer a replacement or a refund.

Can I exchange an item?
Yes, we offer exchanges. Please email us at service@lilywish.co.uk with your order number and details of the item you would like to exchange. We will guide you through the process.

What if I received the wrong item?
If you received an incorrect item, please email us at service@lilywish.co.uk with a photo of the item you received. We will arrange to send you the correct item or provide a refund as soon as possible.