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
In all instances please notify Lily Charmed as soon as possible of any issues via the returns portal or email on receipt of goods. Please include your order number, name and reason for return. All items must be returned in their original packaging, and in their original condition.
Changed your mind?
No problem. You have 28 days to notify us if you want to cancel the order and receive a refund or exchange the item. The cancellation period will expire 28 days from the day on which you receive the goods you have ordered. We are unable to pay for returns postage.
Once accepted, a refund will be provided within a maximum of 7 days from receipt of the returned goods.
Please note that if you paid for your package using an express delivery service and then changed your mind either because you no longer required the product or were unwilling to pay for any customs duties or taxes (in the case of overseas deliveries) and therefore returned the package, then we are unable to refund your original cost of the express delivery or returns postage. Please note if your delivery address is a country where duties and taxes are often payable by the recipient, then this will be made clear to you at the checkout.
We advise all customers to ensure they are familiar with local import duties and taxes where applicable.
Please Note: We cannot accept returns for earrings (unless faulty) due to hygiene reasons, or any engraved products (this is clearly stated on all product pages for engraved items)
Wrong product sent/Faulty goods?
In the rare instance you receive the wrong item or a faulty product, please inform us as soon as possible and we shall send the correct goods immediately once notified. We shall 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, once we have received back the faulty item.
Royal Mail Guaranteed Delivery Returns
Occasionally Royal Mail Guaranteed Next Day delivery is not delivered on time. If this happens you have the right to return your product or keep it. If you keep it we will 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.
Returns Dept, Unit 28A Slough Business Park, 94 Farnham Road, Slough, Berkshire, SL1 3FQ, UK.
Unfortunately we cannot be held responsible for any postal losses when returning products and we recommend a tracked service. We will however always endeavour to resolve any issues as quickly and efficiently as possible