Upon receiving your order, you have 28 days to request a return.

To start your return, you can use our self serve returns portal. All items must be returned in their original packaging and condition.

We aim to refund all returns within 10 working days, however this timeframe may vary during busy periods of the year.

Please note that the cost of the return postage (£3.95 Royal Mail or £5 DPD) will be deducted from your refund, unless your item is faulty or you have received an incorrect item.

If a discount was applied to your original order, the amount refunded will be adjusted if your order total now falls below the offer threshold.

Unfortunately we cannot be held responsible for any postal losses when returning products however we will always endeavour to resolve any issues as quickly and efficiently as possible.

We do not currently offer free returns to overseas customers. You will therefore need to cover all costs of returning any items to us yourself. We advise that you mark your package ‘returned goods’ to avoid further duties. We strongly recommend that you return any items via a registered trackable service and obtain and retain proof of posting as we do not accept responsibility for items that fail to arrive with us.

We do not accept the return of e-gift cards bought on this site.

Express delivery services can't be refunded unless delivery is delayed.

If you change your mind about any product, simply return your item(s) in their original packaging and in a re-saleable condition within 28 days of purchase (excludes items purchased in our sample sales).

To start your return, you can use our self serve returns portal.

Once your return is received, a refund for the cost of the items will be provided within a maximum of 10 working days. For change of mind returns, the cost of the return postage (£3.95 Royal Mail or £5.00 DPD) will be deducted from your refund.

Please note: if a discount was applied to your original order, the amount refunded will have been adjusted if your order now falls below the offer threshold.

In the rare instance you receive the wrong item or a faulty product, please submit a return request through our self serve returns portal so we can put things right as soon as possible.

For faulty or incorrect items, we will cover the return postage in full and either replace the item or offer a full refund, including your original postage where paid.

For all international orders (where applicable), duties, fees, taxes, and shipping will be calculated and paid upfront at checkout. This is the total landed cost, ensuring your order is delivered directly to your door with no additional costs from your local customs. Customers will not need to make any further payments upon delivery.

If you need to change or cancel your order, please contact us at hello@lilycharmed.com as soon as possible.

Our orders are processed and dispatched quickly by our fulfilment partner, so although we will always try to accommodate your request, we cannot guarantee that changes or cancellations can be made before dispatch.

If your order has already been shipped, we will be unable to stop the delivery. You can still return your order to us once received, but return postage costs will be your responsibility.

If your delivery has been delayed please contact us at hello@lilycharmed.com and we will assist with tracking the package. 

For international items sent by Airmail the package is handled by more than one postal service. We cannot guarantee delivery times as this is the responsibility of the destination postal service.