Returns, Exchanges & Cancellations

How to Return or Exchange your Item

Super easy! And remember you have up to 30 days from your order date (14 days for a Sale item) to get the return back to us.

Please note: We have introduced our new returns portal. If you placed your order on the Lily & Me website, go to www.lilyandme.com/returns-portal and follow the steps there to complete your return.

1 - Go to our New Returns Portal

Go to www.lilyandme.com/returns-portal and follow the instructions there.

You will need to input your order number and the email address used when placing your order.

2 - Select a Refund or Exchange

On our returns portal you will be able to choose between exchanging for a different size, a different item, or getting a direct refund.

3 - Select your Return Method

Choose from the available carrier options and follow the instructions provided to send your parcel back to us.

4 - Send Your Return Back

Once we receive your return, we’ll process your refund or dispatch your exchange as quickly as possible.

Placed your order an another marketplace?

If you placed your order on Debenhams, Amazon, eBay, Etsy etc. follow the steps below to complete your return. You have up to 30 days from your order date (14 days for a Sale item) to get the return back to us

1 - Complete the form in your order

State the applicable return reason code next to the item(s) you'd like to return or exchange.

Please also state the NEW size required if you wish to exchange the item(s).

2 - Pack the Parcel to return

Place the item(s) and this Returns Form inside the parcel, preferably in the original packaging.

3 - Pop on the Postage Label

Use the FREE UK Mainland self-adhesive returns label (included in the original order) and stick it to the outside of the parcel.

You can print a label at home using the Royal Mail website, or use their Labels to Go service (No printer required).

PRINT HERE

4 - Complete the Return to us

Take the parcel to your local or convenient Post Office where they will scan it in and give you your proof of postage. Please retain this receipt, as it may be required for confirming the return of your parcel.

Returns information

Here is useful information for you around our Returns Policy, Exchanges and Cancelling Orders.

  • It is essential for a speedy processing of your returned item(s) that you fill in the returns section on your delivery note and pop it in the bag with the items you want to return - without this may result in a delay to processing your refund.

  • Please return all items unworn, clean, with the tags on, in their original packaging and a saleable condition.

  • Refunds will be made to the payment method you used on the original order. Please note, that this may take up to 10 working days to appear from the date that you receive the refund confirmation email.

  • Faulty garments need to be reported to our Customer Services prior to returning to us.

  • Postage paid on your order will be refunded if any of your goods are faulty or at the discretion of the customer service team.

  • International orders may be returned, but at your own cost. Refunds will be made within 10 days of receipt of returned goods.

  • Notification of any damaged items, shortages or other discrepancies must be received within 5 days of delivery - to contact Customer Services please use the link below.

  • Please note that if you ordering from a 3rd party website, they may deduct a fee from the refund amount if goods are returned.

  • We will send an email confirmation through to you as soon as your refund or exchange has been completed.

  • We will process your refund as quickly as possible, but please allow up to 10 working days (this may take longer during Sale periods).

  • If your order includes a free bag and you return or refund all items excluding the bag from that order, the value of the bag will be deducted from your refund.

Contact Customer Services

Cancelling your order

You are entitled to cancel your order for a full refund should the goods not have left our warehouse. Do this by contacting us by email or telephone, quoting your name, order number and date of order.

To contact us via email please use the link below, or call us directly on +44(0)1452 20 77 66.

Our Customer Services team are available Monday - Friday 9am to 5pm.

Your refund will be paid as soon as we can and always within 10 working days using the same method in which the payment was received.

Contact Customer Services