Delivery charges are as follows:
Royal Mail Standard Delivery
Next Day Delivery*
(for orders placed Monday to Thursday before 3pm)
|7 day Service||£14.95|
Rest of World Delivery
|7-14 day service||£19.95|
*next day delivery is not available in all parts of the UK - you will be notified of this during checkout.
Telephone Orders: 0330 229 4454
Refunds, Returns and Exchanges
Need to return an item? Click the button above to login to your account, find your order, and click 'Request a return'.
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. Please. post your parcel to us and obtain proof of posting and insurance as we cannot be held responsible for goods in transit from our customers.
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.
If you would like to exchange your item, please specify this.
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, log in to your account and click 'Request a return' next to the order you want to return items from.
If your return is accepted, we'll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted as we may not have enough information to link the products to you and your order.
You can always contact us for any return question at email@example.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on gift cards.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
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.