The warehouse is open from 9.30am to 4.30pm Monday to Friday and is closed at weekends.
General Returns Details
11 Hermitage Road
We can only accept items returned to us within 14 days from the date your order was dispatched. All items must be returned to us before a refund or replacement is issued. Please don’t use scissors or knives to open your package; you are able to just tear the packaging open.
Returns with scissor or knife marks will not be accepted. Items must be returned to us in an unworn and unwashed condition, deemed fit for resale with tags still attached. Please be very careful when trying products on please ensure not to leave marks on the product as we will not be able to arrange an exchange or refund for any item returned to us with any marks or stains. Please thoroughly inspect any item you order from us on receipt as we will only accept products returned to us in their original condition and fit for re-sale unless we have been given prior notice that an item is faulty. Delivery charges are non refundable unless the item purchased is faulty or incorrect. A polite request, please fold returned items neatly before sending them back to us.
Items returned inside the 14 days will be issued with a refund but items returned outside the 14 days may be accepted at our discretion – please email us first for confirmation.
I have made an order and need to cancel before dispatch
If you make an order in error and fully complete it on site including payment, then need to cancel before dispatch please email us on firstname.lastname@example.org including your order number (found on your order confirmation emailed to you by us on completion of order) within 2 hours of making the order, we can then refund the total paid by yourself including delivery costs, please allow up to 14 days for refund to show back in your account, although this is normally much faster.
I want to return an item to Lily Lexie
Please complete your request for either exchange or refund on the invoice which will have arrived with your order. Please make sure you fill in all your details as required so that we can link your return with your original order, if you have misplaced this; please contact our customer service team who will e-mail you a replacement email@example.com
Package up your returned item carefully and return to the address on the top right of your invoice received with your parcel, Please note this is just a returns address and does not cover any postage costs.
All you need to do now is take your parcel to your local Post Office to arrange for them to send it to us. As the returned item is your responsibility until it reaches us, for your own protection, we do recommend that you send the parcel using a delivery service that insures you for the value of the goods such as Royal Mail Recorded Delivery.
As soon as we receive your returned item we will organise the exchange, credit note or refund for you and email you (within 3 working days) to let you know when this has been arranged.
I would like to return an item in exchange for something else
We will process your return within 3 working days of receipt however the vast majority are processed the same day they are received. You will receive an e-mail to confirm your return has been processed and your exchange shipped. Please expect it within 2 working days from when the e-mail was received. If you have not received it within 5 working days, please contact us.
I would like to return an item for a credit note or refund
We will issue your credit note/refund within 7 working days of receipt of your return. Once the credit note /refund has been processed, you will receive an email confirming this. Please then allow a further 3 working days for the refund to be credited to your card, this is dictated by your bank or card issuer. Delivery charges are non refundable unless you have received an incorrect or faulty item from us. Please indicate you wish to return an item by first e-mailing us at firstname.lastname@example.org quoting your order number (found on your order confirmation + invoice)
I have received a faulty item
If the item you received is faulty, please accept our sincere apologies for the inconvenience. Please e-mail email@example.com quoting your name, order number and details of the product received. We will then advise on how to proceed. You have 21 days from receipt of the faulty item to return it to us.
I have received an incorrect item
If the item you received is not what you originally ordered, please accept our sincere apologies for the inconvenience. Please e-mail firstname.lastname@example.org quoting your name, order number and details of the incorrect product received. We will then advise on how to proceed. You have 14 days from our despatch of the incorrect item to return it to us.
Distance Selling Regulations
Under the United Kingdom’s Distance Selling Regulations you have the right to cancel your order for any item purchased from Lily Lexie for a full refund. This does not apply to items that cannot be returned for hygiene reasons or have been unsealed. Order cancellations must be made in writing, quoting your name, address and order number, within 14 days of delivery of your item(s) by post to the address above. Once you have cancelled your order, the goods should be returned to the same address, in their original condition, within 14 days of receipt. The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.