Refund policy
Return & Refund Policy
At Lillie Maes Boutique, we want our returns process to be clear and straightforward. Please review the information below before requesting a return.
30-Day Return Policy
We accept eligible return requests within 30 days of the date your order is delivered.
To be eligible for a return, the item must be:
- Unused and unworn, except for reasonable inspection or trying on
- In its original condition
- Returned with any original tags and packaging, where applicable
- Accompanied by proof of purchase or your order details
Items that show signs of wear, damage caused after delivery, washing, alteration or use beyond what is reasonably necessary to inspect the item may not qualify for a full refund, subject to your statutory rights.
How to Request a Return
Before sending an item back, please contact us at:
Email: info@lilliemaesboutique.com
Please include your order number, the item you wish to return and the reason for the return.
We will review your request and provide return instructions if the return is approved.
Please do not send items back without contacting us first. Unauthorised returns may not be accepted or may take longer to process.
Return Address
Once your return has been authorised, we will provide the applicable return instructions.
Our business contact address is:
Lillie Maes Boutique
34 Witbank Rd
Darlington DL3 6SD
United Kingdom
Please contact us before returning an item to confirm where your return should be sent.
Return Shipping Costs
For change-of-mind returns under our voluntary 30-day return policy, customers are generally responsible for the cost of returning the item unless otherwise stated.
If an item is faulty, damaged on arrival, incorrect or not as described, please contact us before returning it. Where required by applicable law, we will arrange or reimburse reasonable return costs.
We recommend using a tracked shipping service when returning an item. Customers should retain proof of postage until the return has been completed.
Damaged, Faulty or Incorrect Items
Please inspect your order when it arrives.
If you receive an item that is damaged, faulty, incorrect or materially different from its description, contact us as soon as possible at info@lilliemaesboutique.com.
Please include your order number and, where appropriate, photographs showing the issue. We will assess the matter and provide an appropriate solution in accordance with applicable UK consumer law.
Nothing in this policy limits your statutory rights regarding faulty, damaged or misdescribed goods.
Refunds
Once we receive and inspect your approved return, we will notify you of the outcome.
If the refund is approved, it will be issued to your original payment method.
The time it takes for the refund to appear in your account may depend on your bank, card issuer or payment provider.
We do not charge a restocking fee for eligible returns.
Original Delivery Charges
For returns made solely under our voluntary 30-day return policy, original delivery charges may not be refundable unless required by law.
Where you exercise a statutory right to cancel an eligible online purchase, any refund of standard delivery charges will be handled in accordance with applicable UK consumer law. Additional amounts paid for an upgraded or express delivery service may not be refundable beyond the cost of the standard delivery option.
UK Right to Cancel Online Orders
If you are a UK consumer purchasing online, you may have a legal right to cancel an eligible order without giving a reason.
For eligible purchases, you may notify us that you wish to cancel within 14 days of receiving your goods. After notifying us, you generally have a further 14 days to return the goods.
To exercise your right to cancel, contact:
Our voluntary 30-day return policy does not replace or reduce any rights available to you under UK consumer law.
Exchanges
If you would like a different size, colour or item, please contact us at info@lilliemaesboutique.com.
Where a direct exchange is not available, you may be asked to return the original item in accordance with this policy and place a new order separately.
Exceptions and Non-Returnable Items
Certain items may not be eligible for return unless they are faulty or your statutory rights provide otherwise. These may include:
- Personalised or custom-made items
- Items that have been used, worn, washed or altered beyond reasonable inspection
- Sealed goods that are not suitable for return for health or hygiene reasons once the seal has been broken, where permitted by law
- Gift cards or similar non-physical value products, where applicable
If you are unsure whether an item is eligible for return, please contact us before sending it back.
Sale Items
Items purchased during a sale or promotional period are subject to the same statutory rights as full-price items.
Unless otherwise clearly stated before purchase and permitted by law, eligible sale items may also be returned under our 30-day return policy.
Refunds for Cancelled Orders
Where you validly exercise a statutory cancellation right, refunds will be processed within the timeframes required by applicable UK law.
For returned goods, we may wait until we receive the goods back or receive evidence that they have been sent back before issuing the refund, where permitted by law.
Order Cancellations Before Dispatch
If you wish to cancel or change an order before it has been dispatched, contact us as soon as possible at info@lilliemaesboutique.com.
We will try to accommodate your request, but we cannot guarantee that an order can be changed or cancelled once processing or dispatch has begun.
Contact Us
If you have any questions about a return, refund or cancellation, please contact us:
Lillie Maes Boutique
34 Witbank Rd
Darlington DL3 6SD
United Kingdom
Email: info@lilliemaesboutique.com