Refund policy
At LILY & ROO, we strive to provide you with the highest quality products and services. We understand that there may be instances when you wish to return an item, and we want to make this process as smooth as possible. Please read our returns policy carefully before initiating a return.
Returns Eligibility
All non-personalised pieces purchased from the 1st November to 31st December will be subject to our extended returns policy until Jan 15th.
You may return an item purchased from LILY & ROO under the following conditions:
- The item received does not match the product description on our website.
- The item received is unwanted or doesn’t suit
- You received the wrong item - please contact our team for assistance.
Returns must be initiated within 14 days of receiving your order. Please note we do not offer free return postage on unwanted items and you are responsible for the return shipping costs and any duties and taxes owed. We recommend using a trackable shipping method to ensure the item is received by us.
All returned products must be in their original condition and with no signs of wear or damage.
You will be eligible for a refund of the item's purchase price, excluding shipping costs.
Return Process UK, USA and Ireland.
USE OUR RETURNS PORTAL and follow the instructions.
Please Note: Postage will be deducted from your refund as shown in the portal.
Return Process International (outside of USA and Ireland).
For international customers, please contact info@lilyandroo.com within 14 days of receiving your order and provide the following information:
- Full Name (If your item was a gift, please provide the giftee’s name)
- Order Number
- Reason for the return
- Clear photos of any faults if applicable
Our customer support team will assess your request and provide you with instructions on how to proceed with the return.
Exchanges
We can often exchange pieces for longer/shorter lengths, different materials or different pieces altogether. If you wish to exchange your piece, kindly email info@lilyandroo.com along with the following information:
- Full Name (If your item was a gift, please provide the giftee’s name)
- Order Number
- Product you wish to exchange for, including material and length (e.g., solid gold, 18-inch)
- Your preferred return delivery address
If you require your exchange urgently for a time-sensitive occasion, we recommend returning your item and placing a new order for the new size/item in the meantime.
Non-Returnable Items
Please note that certain items are non-returnable, including:
- Personalised or custom-made products
- Items that have been used or are not in their original condition
- Items that have been damaged or altered in any way
Faulty or Damaged Items
If your item appears to be faulty, please contact our team info@lilyandroo.com along with the following information to help us provide a speedy resolution.
- Full Name (If your item was a gift, please provide the giftee’s name)
- Order Number
- Photos of the faulty item
If you are returning an item due to it being faulty, damaged, or not as described, LILY & ROO will cover the return shipping costs. Our customer support team will provide you with a shipping label. Once we have received your item back, we will offer you the option of a replacement or a full refund.
Timeframe for Returns
Please note that returns must be initiated within 14 days of receiving your order. Once your return is approved, please allow 5 business days for us to process your refund or replacement.
Contact Us
If you have any questions or concerns about our return policy or the return process, please don't hesitate to reach out to our customer support team at info@lilyandroo.com.
Thank you for choosing LILY & ROO. We truly appreciate your business and strive to provide you with an exceptional shopping experience.
