Please be aware that some international orders may be liable to import taxes, duties, and custom charges charged by the courier company at destination. Payment will need to be made by the recipient and we cannot be held responsible for any charges once the package has been shipped from our UK studio.

Please email hello@lilycharmed.com and we can handle this for you! Try to email us before 1pm GMT so we can ensure that it is changed before we ship your order out. If we have already shipped your order, we cannot make changes to it.

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.

We’re offering an extended returns policy for the festive season. Between 10th November 2024 and 15th January 2025, we will accept returns of any unworn item in their original packaging. Items can be exchanged or receive a full refund (excluding any Sample/Outlet Sale items).
Outside of this period our standard returns period of 28 days applies

We now use self serve returns. Simply submit product return requests directly from your Shopify store account. We'll then approve or decline the request and email shipping instructions. You can log-in using this link.

Please notify Lily Charmed via the returns portal or email us at hello@lilycharmed.com if you wish to return your order. Upon receiving your order, you have 28 days to notify us regarding cancelling the order and receive a refund or exchange the item, excluding any postage fees you may have incurred. Please include your order number, name and reason for return. All items must be returned in their original packaging, and in their original condition.

PLEASE NOTE: ENGRAVED PRODUCTS CANNOT BE RETURNED UNLESS FAULTY

If you receive the wrong item or a faulty product, we shall send the correct goods as soon as we are notified. We'll also include a pre-paid returns envelope for you to send back the incorrect item or refund your returns postage cost up to the cost of our standard delivery charges. For faulty goods we will either replace the item or offer a full refund including your original postage, including any express delivery costs.

If you change your mind about any product (except engraved items) simply return your item(s) in their original packaging in a re-saleable condition. Please note that we do not pay for the return delivery charge. Please note we cannot be held responsible for returned items that may go missing in the post.

Once received, a refund for the full costs of the goods will be provided within a maximum of 7 days. Express delivery services cannot be refunded unless delivery is delayed.

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

Occasionally Royal Mail Guaranteed Next Day delivery is not delivered on time. If this happens you have the right to return your product. If you keep it, we'll refund you the additional postage costs. If you decide to return your item we will refund all costs and return postage costs up to our standard delivery charge of £2.95.

Lily Charmed Returns Dept, Unit 28A Slough Business Park, 94 Farnham Road, Slough, Berkshire, SL1 3FQ, UK.

Please make sure to send your parcel tracked as we cannot be help responsible for any postal losses.