Returns + Refunds

We hope you love your Lilly + Bo purchase! If you need to return an item, please follow the guidance below (2).

1. Return Timeframes

• Within 21 days of delivery: Full-priced items are eligible for a refund.
• Days 22–28: Credit note only, valid for 365 days. 
• After 28 days: Returns are not accepted.
• Sale items: No returns, refunds or exchanges.

2. How to Return

• Register your return through our Returns Portal.
• Complete the returns form included in your parcel. Pack your items securely with the completed form.
• Use the free returns label provided.
• Take a photo of your postage voucher to be able to track when your item arrives back to our warehouse.

One free returns label is provided per parcel. Lost labels cannot be replaced.

Return address: Lilly + Bo, Unit 14, Grange Industrial Estate, Southwick, Brighton BN42 4EN.

3. Return Conditions

• Items must be unworn, in their original condition, with all tags attached and suitable for resale.
• The security ribbon must remain intact. Items showing signs of wear, stains, odours, damage or tampering may be rejected.

4. Refunds + Processing

• Please check your tracking photo for delivery confirmation. We do not send separate return-received emails.
• Refunds may take up to 14 days to process following warehouse check-in and processing.
• Please allow up to 5 additional working days for your bank to display the refund.
• Refunds are issued to the original payment method.
• A £5 restocking fee per refunded order applies to all orders. (order not item)

 

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/on:

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

 

5. Faulty or Incorrect Items

• Please report faulty items within 48 hours of delivery where possible. Once a fault is confirmed, we will arrange a replacement or refund, including return postage.
• Incorrect items should be reported promptly so we can resolve the issue.
• Your statutory consumer rights are unaffected by this policy.

6. 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.

Thank you for shopping with Lilly + Bo!