7. CHANGING OR RETURNING AN ORDER

7.1 Returns are offered, provided the item is unworn with the security tags attached intact and it is returned in the original packaging as follows:

  • If the return is requested within 24 hours from the signature upon delivery, as recorded by the delivery company used, then our courier will collect it completely free of charge;
  • If the return is requested after 24 hours but within 7 days, we will accept the return via our courier, but your refund will not include the cost to us of the collection charge.

7.2 For a return to be accepted, the item must be unworn, the security tags must remain intact and the packaging must be in reusable condition. This information is clearly stated on the tag for the customer’s information. Should the security tag have been removed, the refund will not be processed.

7.3 Following the 7 day window, returns will not be accepted.

7.4 Our procedure for returns requires you to request a Returns Number (RN) via email on returns@lylies.com and to use our nominated courier as instructed when we provide the RN. Items should be returned in their original packaging, with the security tag attached, to ensure they are protected during transit.

7.5 You cannot cancel or edit your Order of personalised or customised products once the order has been placed and an order confirmation email has been received.

7.6 We are not responsible for customer generated mistakes, errors or defects including spelling, typographical or grammatical errors. To prevent these errors from happening, please review your order carefully before proceeding to payment.

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