RETURNS & REFUNDS
Contact hello@lillirose.co.uk with your order number and the item you would like to return. Your statutory consumer rights apply in addition to our returns promise, including to sale items.
OUR 30-DAY RETURNS PROMISE
You can request a change-of-mind return within 30 days of receiving an eligible item. Please send it back within 14 days of your request. For requests outside the statutory cancellation period, items must be unused and in their original condition with tags and packaging. Personalised items and goods made to your individual specifications are excluded from this voluntary promise unless faulty or otherwise covered by your legal rights.
YOUR RIGHT TO CANCEL
For most goods bought online, you can cancel without giving a reason by telling us within 14 days after the day you receive them. You then have another 14 days to send the goods back. For goods delivered separately under one order, the cancellation period normally starts after you receive the last item.
Email us or send any clear statement that you wish to cancel. You do not need our approval to exercise a statutory cancellation right, and you do not have to use the model form below. Contacting us first helps us provide the correct return instructions.
Handle items as you would in a shop to check their nature, characteristics and functioning. Original packaging is helpful but is not a condition of your statutory rights. We may make a lawful deduction for loss of value caused by handling beyond what is necessary to inspect an item.
RETURN POSTAGE
You pay the direct cost of returning unwanted goods. For a faulty, damaged, incorrectly supplied or misdescribed item, contact us so we can arrange a suitable return and cover reasonable return costs. Keep proof of posting. Do not send a return to a different address without checking with us.
REFUNDS
For a statutory cancellation, we refund the amount due within 14 days of receiving the goods back or receiving evidence that you sent them, whichever is earlier. If we have offered to collect the goods, the refund deadline is normally 14 days after you tell us you are cancelling. We refund using the original payment method unless you expressly agree otherwise, with no refund fee.
When you cancel a whole order under your statutory right, we also refund the standard outbound delivery charge. If you chose a more expensive delivery service, only the cost of our least expensive standard delivery is refundable. Your bank may take additional time to display a refund after it is processed.
For returns under our additional 30-day promise, we aim to refund within 14 days of receiving and checking the goods. This does not delay or restrict a statutory refund.
PERSONALISED AND BESPOKE GOODS
The statutory change-of-mind cancellation right does not normally apply to goods made to your individual specifications or clearly personalised. An item is not automatically exempt just because it is handmade, made after you order, or selected from standard colours or sizes. Artificial flower arrangements are not treated as perishable simply because they are described as flowers. Any genuine exception will be identified before you order.
FAULTY, DAMAGED OR INCORRECT ITEMS
Goods must be of satisfactory quality, fit for purpose and as described. Contact us promptly if something is wrong. You normally have a short-term right to reject faulty goods within 30 days of receiving them; other repair, replacement, price-reduction or refund rights may apply afterwards. Personalisation, sale pricing and our voluntary conditions do not remove these rights.
EXCHANGES
Contact us about the item you would like to exchange. We will explain whether a return and a new order are needed. This does not affect your cancellation or faulty-goods rights.
MODEL CANCELLATION FORM
To: Lilli Rose
Leet Hill House
Yarmouth Road
Kirby Cane
Bungay
Norfolk
NR35 2HJ
Email: hello@lillirose.co.uk
I/We give notice that I/we cancel my/our contract of sale of the following goods:
Goods / order number:
Ordered on / received on:
Consumer name:
Consumer address:
Signature (only if sent on paper):
Date:
Delete whichever does not apply. You may use another clear cancellation statement instead.
Last updated: 24 October 2026