Delivery charges are as follows:
Royal Mail 2nd Class Delivery
|3 to 5 days||£4.49|
Royal Mail 1st Class Delivery
Next Day Delivery*
|(for orders placed Monday to Thursday before 3pm)||£10.00|
|7 day Service||£10.00|
Rest of World Delivery
|7-14 day service||£20.00|
*next day delivery is not available in all parts of the UK - check with Customer Service for further information (0191 266 5075) please note, next day delivery only applies to orders placed from Monday to Thursday (before 3pm) - if a next day delivery is placed on a Friday, this will be sent on Monday for a Tuesday delivery
If you‘re keen to place an order to arrive for a specific date, simply call us on 0191 266 5075 and we will do our very best to help. Please note, your order will be despatched once all items are in stock. Should you wish to receive part of your order before then, please call us on 0191 266 5075.
Refunds, Returns and Exchanges
We hope and expect that our clothing meets your expectations, but if you are not completely satisfied with your purchase, please return it to us (in its original condition and with swing tag attached) within 14 days of the day it arrives with you. Once received, we will refund your account or exchange any item returned within 14 days on receipt. If you don't include your returns form inside your parcel, then we cannot guarantee that you will receive your full refund. This is owing to the fact that, we will be unable to match the returned items with your customer account. Please note that during busy periods, returned payments can take up to 30 calendar days from the day it arrives back to the Lily Ella warehouse. A free returns label is provided for orders that include any new season items, but not those that are solely made up of clearance products. Please affix this label to the front of your parcel and take it to your nearest Post Office. Please obtain proof of posting and insurance as we cannot be held responsible for goods in transit from our customers. If you choose to pay for your own postage when returning any product or products we will not refund this.
Should you return any of your order back to us without attaching our free returns label or without paying the applicable postage charge (for clearance lines), this will be deducted from your refund. We do not refund the original postage cost on any returned items, but for exchanged items, you will not be charged for the replacement postage and packaging. Our free returns promotion is only available in the UK.
Due to the nature of our collection we aren't able to guarantee that we will have items in stock at all times. We will inform you when we don't have items available and advise you when they will be coming back into stock (the dates we give are always true at the time we give you information, but may change if there is a delay in delivery). You are of course able to place an order for an item that is out of stock but your card will be charged at the point of sale if you wish to do so.