Terms

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.

Refunds

Fully Priced Items

Fully priced items are refundable if returned within 21 days of delivery.

Items returned after 21 days will instead receive a credit note valid for 365 days.

Gotta Go Sale Items: Exchange or credit note only (no refunds)
Sale Items: Refundable if returned within 21 days of delivery

The returns period begins from the date the parcel is marked as delivered.

If you purchase multiple dresses and one item is out of stock, the items already delivered will still fall within the standard 21-day returns period. If you require additional time, please contact us at hello@lillyandbo.co.uk.

Return postage costs are the responsibility of the customer. We recommend using a tracked postal service such as Parcel2Go. Insurance is not required.

The following items cannot be refunded or exchanged:

Customised items
Custom sizing
Special fabric or colour requests
Final sale items where stated

Faulty Items

If you believe an item is faulty upon receipt, you must notify us within 2 working days of delivery by emailing hello@lillyandbo.co.uk.

Once assessed and confirmed as faulty, we will arrange either:

A full refund, or
An exchange, where appropriate

VAT & Customs

We kindly advise all overseas customers, including customers within Europe, that international orders are shipped on a Delivery Duties Unpaid (DDU) basis.

Depending on your country, import duties, VAT, customs fees, or handling charges may apply once the parcel arrives. These charges are determined by your local customs authority and are the responsibility of the customer.

We recommend contacting your local customs office before placing an order if you are unsure whether charges may apply.

Lilly + Bo cannot accept responsibility for customs charges, import taxes, or additional clearance fees. This also applies to returned goods.