Frequently asked questions

This is our way of showing our appreciation. You’ll earn points for activities on our site, like referrals and purchases. You can use them to earn discounts off purchases, so the more you collect the more you save.

Find out more on the Lily Loyalty rewards page.

To join Lily Loyalty, click Join Now, or Log on the Lily Loyalty rewards page.

You can earn points for all sorts of activities, including making purchases, referring friends, and leaving reviews. To see all the ways you can earn points go to the Ways to Earn Points section on the Lily Loyalty rewards page.

You will be able to see your points balance at the top of the Lily Loyalty rewards page when you are logged in.

Go to the rewards section of the Lily Loyalty rewards page. Here you’ll see all the rewards we offer. If you have enough points, you can redeem them for a reward.

Yes, you can! We know that some of our customers prefer to place their orders over the phone rather than online.

Simply give us a call on 01452 207 766. Our team is available Monday to Friday, 9am–5pm, and will be happy to help with your order.

Once you've placed your order, you'll receive an automated order confirmation email. This will be sent to the email address you provided at checkout, so please make sure it has been entered correctly.

If you haven't received your confirmation email:

• Add hello@lilyandme.com to your safe sender list.
• Check your junk or spam folder.
  

If you've done the above and still can't find your order confirmation, please get in touch with our Customer Services team, who will be happy to help.

If there is a mistake on your order we may be able to cancel or amend as long as it has not already been dispatched.

So please reach out to our customer service team as soon as possible so that they can try and help resolve your issue.

You can use all major cards and payment methods such as;
Visa, MasterCard, Maestro, Amex, Apple Pay, Google Pay, PayPal and Gift Cards.

Your payment will not be accepted if the credit or debit card you are using is not registered to the same address as the billing address on your order. This is a security measure we take to help protect both our customers and ourselves from fraud.

If your card is registered to the correct address, please double-check that you have entered the correct security code and expiry date. If you're still experiencing issues, your card issuer may have declined the payment. In this case, please contact them directly, as we do not have access to the reason payments are declined.

Yes, you can pay using PayPal.

PayPal is a secure online payment method that allows you to complete your purchase using just your email address and password.

If your payment is declined for any reason, an immediate message will appear on the PayPal payment page to let you know.

If you have any queries regarding your payment, you may need to contact PayPal directly for further assistance.

• FREE UK delivery on orders over £50  
• Standard UK postage for orders under £50: £3.95 
• Express UK delivery: £4.95
• EU Delivery: £12
• Rest of the World Delivery: £15

For full details, please see our Delivery Policy.

Once your order has been dispatched, we'll send you a confirmation email.

Please note that if a discount code reduces your order value below £50, a delivery charge will apply.

While we aim to deliver your order within the estimated timeframe, delivery dates are approximate, and your parcel may arrive slightly earlier or later than expected. Delays are uncommon, but if your order hasn't arrived within 7 working days of dispatch, please get in touch with our team.

Orders are dispatched Monday to Friday. Any orders placed after 2pm will be dispatched on the next working day.

Once your parcel has been sent, you’ll receive a dispatch confirmation email.

If you would like to track your order, please visit: https://www.royalmail.com/track-your-item

You’ll also find your tracking number in your dispatch confirmation email.

Please note that tracking information may take up to 24 hours to update after dispatch.

Returning an item is simple. You have up to 30 days from your order date to return unwanted items (14 days for sale items).

If you placed your order on the Lily & Me website, please use our returns portal: www.lilyandme.com/returns-portal. Please follow the steps provided and ensure you include your delivery note in the parcel.

For orders placed through marketplaces such as Debenhams, Amazon, eBay or Etsy:

• Complete the returns section on your delivery note and include it inside your parcel
• Ensure items are unworn, unwashed, and in their original packaging with all tags attached
• Attach the pre-paid returns label to the outside of your parcel and take it to your local Post Office
• Keep your proof of postage receipt until your return has been processed

Once your return has been received, we’ll process your refund as quickly as possible. Please allow up to 10 working days for the refund to appear in your account after you receive your confirmation email.

You have 30 days from the date of your order to return garments to us for a refund.

Please note that postage costs are non-refundable unless your item is faulty.

We no longer include return labels in orders placed directly through the Lily & Me website. Instead, your return label will be emailed to you once you have created your return via our new returns portal.

For orders placed through marketplaces such as Debenhams, Amazon, eBay or Etsy, you should have received a return label with your order. If you haven’t received one, please use the link provided.

We aim to process your return within 10 days of receiving your parcel. However, this may take slightly longer during busy periods.

Please allow up to 10 days from the date your return is sent to us for it to be processed.

If it has been longer than 10 days, please contact our Customer Services team for more information. Please have your order number and proof of postage to hand, as this will help us assist you more quickly.

We supply to multiple stockists across the UK and Ireland, and each store operates its own returns and refund policy.

Any purchases made through an independent stockist must be returned directly to the original store for a refund to be processed.

Yes, you can! When completing your return on our returns portal, you’ll be able to exchange your item for a different size or colour of the same style.

Yes, you can buy a Lily & Me gift voucher.

Our digital gift vouchers can be emailed to you to print or forward to the lucky recipient, or you can choose to have the gift voucher sent directly to them. Simply tick the 'I want to send as a gift' option on the gift voucher page.

Gift vouchers are available in denominations of £10, £25, £50, £75 and £100, and can be redeemed online at www.lilyandmeclothing.com.

To redeem your gift voucher, simply enter the voucher code in the 'Promotional code or Gift Voucher' box at checkout.

If your order exceeds the value of your gift voucher, you can pay the remaining balance using a credit or debit card.

Please note:

• Gift vouchers cannot be exchanged for cash.
• Gift vouchers are valid for 24 months from the date of purchase.
• Please treat your gift voucher like cash. If it is lost, stolen or damaged, we are unfortunately unable to replace it.

To redeem a discount code, simply enter it into the 'Promotional code' box at checkout.

If your code is valid, the discount will be applied to your order automatically.

Please note:

• Only one promotional code or discount can be used per order.
• Promotional codes cannot be used on sale items unless otherwise stated.

If your discount code isn't working, please check that you've entered it correctly in the 'Promotional code' box at checkout.

A few things to keep in mind:

• Promotional codes have expiry dates, so your code may no longer be valid.
• Most of our codes are single-use and case-sensitive.
• Only one promotional code or discount can be used per order.

If you're still having trouble, please contact our Customer Services team, who will be happy to help.

If your discount code was valid at the time you placed your order, we'll be happy to honour it.

Simply wait until you've received your parcel, then contact our Customer Services team with your discount code, email address and order number. We'll arrange for the discount amount to be refunded to your original payment method.

If an item you've purchased is reduced in price within 24 hours of placing your order, we'll be happy to honour the sale price.

Once you've received your parcel, simply contact our Customer Services team and we'll refund the difference to your original payment method.

Our Size Guide includes detailed measurements and a handy step-by-step guide on how to measure yourself, helping you find your perfect fit.