Refund policy
Returns
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
Under UK consumer law (Consumer Contracts Regulations), you have the right to cancel your order within 14 days of receiving your item for any reason and without providing a justification. Once you notify us of your cancellation, you then have a further 14 days to return the item to us.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with original tags and labels attached, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at lillyaura.shop@gmail.com.
Please note that returns will need to be sent to the following address:
[INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Unless the item is faulty, damaged, or incorrect, customers are responsible for return shipping costs.
You can always contact us for any return questions at lillyaura.shop@gmail.com.
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.
Faulty or incorrect items are eligible for a full refund or replacement, including return postage where applicable.
Exceptions / Non-Returnable Items
To maintain quality standards, items that have been worn, washed, damaged, altered, or returned without original tags and labels attached cannot be accepted for return.
Sale items are non-returnable unless they are faulty or not as described.
Gift cards are non-refundable.
Refunds
We will notify you once we’ve received and inspected your return and let you know whether the refund has been approved. If approved, you’ll be automatically refunded to your original payment method within 10 business days.
Please remember it can take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we’ve approved your return, please contact us at lillyaura.shop@gmail.com.