Terms

Our Kindness Policy 🤍

At Lilly + Bo, we believe kindness, respect, and understanding are essential—on both sides of 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 offering fair, transparent service.

We welcome feedback and understand that things don’t always go perfectly. We are always happy to help when concerns are raised respectfully and constructively.

However, we ask that all communication remains:

  • Polite and respectful

  • Free from abusive, aggressive, or threatening language

  • Focused on resolving the issue rather than placing blame

We reserve the right to pause or end conversations where communication becomes 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’s present, we will always do our very best to help.

 

Refunds

  • All items are fully refundable if returned within 21 days. 22 days and over a credit note will be provided, that can be redeemed within 365 days.
  • Refund terms starts when the parcel is delivered. 
  • If you are purchasing multiple dresses and one is out of stock, the delivered items still falls under the 21 days return policy, if you require a longer period of time, please make contact to advise hello@lillyandbo.co.uk.
  • Returned goods postage is the responsibility of the customer. We recommend a tracked service like www.parcel2go.com. It is not necessary to insure the goods.
  • Sale items, custom changes, colour fabrics and custom sizes cannot be refunded or exchanged.

 Faulty

 

  • If an item is deemed faulty on receipt of goods, we as the vendor need to be advised within 2 working days, for a full refund on exchange of goods. This needs to be done via email; hello@lillyandbo.co.uk.

VAT and Customs

  • We advise our overseas customers (including Europe) to note that orders shipped overseas are sent on a delivery duty unpaid basis. Please check with your local government customs office, prior to placing an order, if you need to pay import duty or any additional taxes that may apply to your country of delivery. Lily & Bo does not accept any liability for additional taxes and charges relating to clearing your goods through customs. These are the responsibility of the customer. This also applies to goods returned by the customer.

Ordering

  • Loox vouchers cannot be used on the same item. The vouchers are for new dresses/orders only.