1. Full Priced Items

We now offer free return postage for your convenience

Rather than increasing the cost of every dress to cover returns, we offer a complimentary returns label on eligible UK orders.

All full priced items are refundable if returned to our warehouse within 21 days of delivery. Once fully inspected and approved as restockable, refunds will be processed. This policy is non-negotiable.

• 0–21 days from delivery: Full refund (less any applicable £5 administration/restocking fee).
• 22–30 days from delivery: Credit note only.
• Over 30 days from delivery: Return not accepted.

Your tracking will confirm when your parcel has arrived at our warehouse.
We do not send separate confirmation emails for received returns.

Please only contact us regarding your refund if more than 14 days have passed since your return was processed.

All refund details are clearly outlined in:

• Every product page on the website
• Your purchase confirmation emails
• Returns portal emails
• The returns portal
• The paperwork included in your parcel

We believe in transparent pricing. A £5 warehouse processing fee per order is deducted from refunded returns to help cover the cost of receiving, inspecting, steaming, quality-checking, and carefully repacking dresses back into our warehouse.

Exchanges and store credit returns are processed free of charge.

2. Sale Items

We no longer offer refunds or exchange on sale items.

Details are clearly outlined in:

• Menu bar
• Every product page on the website
  
• The returns portal
  

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3. Our Kindness Policy 🤍

At Lilly + Bo, we believe kindness, respect, and understanding are essential in every interaction.

We are a small, family-run business that has proudly served our customers for over 11 years. Behind every order is a real person who genuinely cares about creating beautiful products and providing fair, transparent service.

We welcome feedback and understand that sometimes things do not go perfectly. We are always happy to help when concerns are raised respectfully and constructively.

We kindly ask that all communication remains:

• Polite and respectful
• Free from abusive, aggressive, or threatening language
• Focused on resolving concerns rather than placing blame

We reserve the right to pause or end communication where conversations become hostile, personal, or distressing to our team. This helps us maintain a safe and positive environment for everyone involved.

Kindness goes both ways — and when it is present, we will always do our very best to help.

4. Refunds

• Non sale items are refundable if returned within 21 days of delivery
• Returns after 21 days will receive a credit note only
• Credit notes are valid for 365 days

We ask you don't make contact regarding your refund, unless it has been over the 14 day processing time frame.

Processing:

• Refunds can take up to 14 days to process
• The 14 days begins once your return has been received and processed by our warehouse (not your tracking delivery date)
• We do not send confirmation emails when returns are received — please refer to your tracking

Important:
Please only contact us regarding a refund if more than 14 days have passed since processing

5. Returns Conditions

All items must be:

• Unworn
• In original condition
• Fully resellable
• A non sale item

Security Tag Policy

All garments include a security tag attached inside the hem:

• The tag must remain intact and in its original position
• If removed, tampered with, or reattached → return will be rejected

6. Non-Resellable Returns

We reserve the right to reject returns that are not in resellable condition, including:

• Worn items
• Marks, stains, or damage
• Odours (perfume, food, smoke, detergent, etc.)
• Hairs/pet hairs.

Rejected Returns

• No refund will be issued
• Customer must pay postage to have item returned
• Items not reclaimed may be disposed of

7. Restocking Fee

A £5 restocking fee applies to all refunds. The fee is per order, not item.

8. Faulty Items

• Must be reported within 48 hours of delivery
• We will cover return shipping
• Once confirmed, we will offer a replacement or full refund

9. Incorrect Items

• Must be returned within 21 days to be eligible for refund or replacement

10. Exchanges

• Items must be returned within 28 days of delivery