Refund policy

 

RETURNS & REFUNDS POLICY

We hope you love your Lilly & Jude piece. Every item is handmade with care, but we understand that sometimes things are not quite right. This policy explains your rights clearly and fairly.

 

 

Your legal right to cancel (UK customers)

If you shop with us online, you have a legal right to cancel your order within 14 days of receiving your item, for any reason.

To use this right:

  • You must notify us within 14 days of delivery

  • You then have a further 14 days to return the item

Items should be unworn and unused with the Lilly & Jude swing tag still attached, and handled with reasonable care. Please package returns securely.

 

 

Christmas extended returns (gifts only)

We offer an extended 30-day return period for items purchased as Christmas gifts.

This applies to:

  • Orders placed between 1 November and 24 December

  • Items intended as gifts

  • Change-of-mind returns only

 

Returned items must:

  • Be unused and in resaleable condition with the Lilly & Jude swing tag still attached

  • Show no signs of wear or damage

This Christmas extended return is offered as a goodwill policy and does not affect your statutory rights.

 

 

Items not eligible for Christmas extended returns

The Christmas extended return period does not apply to:

  • Bespoke, made-to-order or personalised items

  • Gift cards

  • Faulty items (these are covered separately below)

 

 

Faulty, damaged or incorrect items

If your item arrives faulty, damaged, or incorrect, please contact us as soon as possible at:

hello@lillyandjude.co.uk

In these cases:

  • We will cover return postage

  • You are entitled to a repair, replacement or refund under the Consumer Rights Act 2015

 

 

Return shipping costs

  • Faulty or incorrect items: return postage is covered by us

  • Change-of-mind returns: return postage is the customer’s responsibility

 

 

How to start a return

Please email: hello@lillyandjude.co.uk

Returns must be approved before being sent back.

Items returned without prior contact may not be accepted.

Return address:

Lilly & Jude
21 Wall Close
Telford
Shropshire
TF4 2GR

Refunds

Once your return is received and inspected, we will let you know whether your refund has been approved.

Approved refunds will be issued to your original payment method within 14 days of receiving the returned item, or proof of return.